Summary
Overview
Work History
Skills
References
Timeline
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Donna Luciano

Rowville,VIC

Summary

Accomplished Senior Initiatives Manager at ANZ, adept in complex problem-solving and leadership, significantly enhanced operational efficiency by automating commission calculations and spearheading the Customer Fairness Advisor recommendations. Achieved a team engagement score of 85%, showcasing exceptional cross-functional collaboration and productivity improvement skills.

Overview

10
10
years of professional experience

Work History

Senior Initiatives Manager, HLIP

ANZ
09.2021 - Current
  • Lead multiple Audit action items for closure
  • Automation of commission calculations to ICM aligning with third party channels. Productivity saving >60 hours per month for CSO Commission team
  • Implementation of CSO Quality Assurance program on Customer Calling
  • Enhance communication within ABN/ML to increase awareness of program
  • Migration of existing Introducers to revised Aggregator and Direct Introducer agreement
  • Design, delivery and implementation of Customer Fairness Advisor recommendations
  • Decommissioning of Mobile Lending in HLIP
  • Support design, delivery and implementation of Group Integrity recommendations
  • Developed and implemented business strategies to achieve business goals and stay competitive.

Home Owner Solutions and Retention Manager, CCC

ANZ
05.2018 - 08.2021
  • Increased customer satisfaction by implementing efficient business processes and providing exceptional service.
  • Fostered environment promoting continuous improvement empowering employees to identify opportunities for enhancing operational efficiency.
  • Reduced employee turnover rate by fostering positive work environment and providing ongoing support to staff members.
  • Developed high-performing team through effective recruitment, training, and mentoring initiatives.
  • Mitigated escalated issues successfully by fostering strong relationships with internal stakeholders across various departments.
  • Analysed key performance metrics to identify areas of improvement and implement targeted action plans.
  • 2018 Leadership Excellence Award for CCC
  • FY18 HOS executed 156 process improvements to simplify CX and BX
  • 1H19 NPS uplift HOH 641% for HOS and 174% for Retention
  • Supported design and delivery of JAM initiative “Report It”
  • People pillar: Design and delivery of Performance Coaching, Performance Development programme to CCC leaders. Delivery of Mental Health training for CCC leaders and Resilience program in Home Owners
  • Development of Flex Team to support HOS for rate changes
  • CCC See Something Do Something representative
  • 9.5/10 result for 180 degree feedback

Secured & Unsecured Solutions Manager - CCC

ANZ
04.2014 - 05.2018
  • Day to day operations of teams to ensure customer and Contact Centre metrics are adhered to driving productivity
  • Contact and engagement point for Australia Division Project Delivery Australia for all secured and unsecured lending initiatives (FSR, Broker Origination, PLBD, HEM, Income Verification)
  • Build and maintain effective relationships with customers and senior stakeholders across multiple business areas.
  • Lead productivity improvements across Mortgage Customer Service and Unsecured Lending Solutions
  • Lead, motivate and mentor staff to deliver highly engaged workforce
  • My Voice Team engagement score – 85%.
  • RTCF – 83%, 35 NPS (highest across CCO).
  • Led recruitment redesign and strategy for CCO.
  • Led career expo for CCO
  • Designed strategic operating model and led implementation of transitioning MCS teams to New Zealand (2 teams, 30 customer service consultants).
  • Supported in Mulgrave transition of staff where team restructured with minimal impact to other business areas and customers, including successfully managing redundancies and employment of new team members.
  • Led implementation of continuous business improvement deliveries (including end to end customer forums for Personal Loans, escalation customer queues for Home Loans Progress Payment, Assessment and Account Maintenance enquiries, Case Management for Bengaluru operational team and Resolution Desk for first point of banker contact).

Skills

  • Complex Problem-Solving
  • Leadership and team building
  • Operations Management
  • Project Management
  • Performance Management
  • Staff Training and Development
  • Project planning and development
  • Cross-Functional Collaboration
  • Productivity Improvement
  • Change and delivery

References

Available upon request

Timeline

Senior Initiatives Manager, HLIP

ANZ
09.2021 - Current

Home Owner Solutions and Retention Manager, CCC

ANZ
05.2018 - 08.2021

Secured & Unsecured Solutions Manager - CCC

ANZ
04.2014 - 05.2018

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Donna Luciano