Famiza Bhamji
VIC
Summary
- Employed with Suncorp for just over 15 years. In my time with the Group, I have performed numerous roles, each providing the opportunity to further strengthen and broaden my technical and leadership expertise. This has provided me the opportunity to learn, develop and grow within the group.
- I have an adaptable, flexible, resilient and positive attitude, utilising the ability to learn new skills, accept changes and appraise situations in a logical and realistic manner.
- Demonstrate a genuine customer obsession
- I have strong time management skills, with the ability to manage self and own work time demonstrating a strong work ethic.
- I am a confident and an effective communicator, work well under pressure with the ability to actively manage staff, to ensure productivity and standards are met and exceeded.
- I have strong problem solving and interpersonal skills.
- I'm passionate and driven to excel in my role and to work with my team and peers to achieve success, be innovative with driving business and customer objectives.
- Strong leadership skills, critical thinking and performance and people focused.
- Encouraging manager and analytical problem-solver with talents for team building, leading and motivating, as well as excellent customer relations aptitude and relationship-building skills. Proficient in using independent decision-making skills and sound judgment to positively impact company success. Dedicated to applying training, monitoring and morale-building abilities to enhance employee engagement and boost performance.
- Collaborative leader with dedication to partnering with coworkers to promote engaged, empowering work culture. Documented strengths in building and maintaining relationships with diverse range of stakeholders in dynamic, fast-paced settings.
Overview
19
19
years of professional experience
Work History
HR Consultant (Secondment)
SUNCORP
Melbourne
07.2023 - 12.2023
- Integrate the wider People and Culture Service Delivery Model; monitoring and managing query volumes, response times and performance to SLA's
- Take ownership and resolution of colleague and line manger case issues
- Provide responsive, sound advice to staff to employees on a wide range of P&C matters ensuring that Enterprise Agreement, polices, and procedure are consistently adhered to
- Coordinate the timely and accurate entry of data internal systems
- Provide advice and guidance to employees and offshore partners (India and Philippines)on policy matters
- Ensure a high level of customer service is offered to colleagues and managers across the business
- Identify and raise urgent payroll queries with the payroll team
- Maintain strong levels of confidentiality at all times
- Identify and improve process and procedures in line with the operational delivery strategy
- Collaborate and share insights on complex HR cases and tasks with peers
- Complete internal audits for tasks and cases completed by the offshore teams inline with SOP and compliance
- Stay informed about changes to employment legislation and HR best practices, ensuring compliance and recommending appropriate actions as necessary
- Drive HR initiatives and proactively support change management
Assisted Digital Team Leader (Role Redundant)
Suncorp
Melbourne, VIC
08.2016 - 07.2023
- Communicated KPIs outlined in annual plan to inform employees of expectations and deliverables
- Developed effective improvement plans in alignment with goals and specifications
- Supported creation of detailed, technical financial models to value potential acquisition targets
- Observed packing operations to verify conformance to specifications
- Leading and developing diverse workforce and driving inclusive culture, while fostering team environment where people are accountable for safety and wellbeing
- Building resilient, agile team, and culture of simplicity, innovation, and continuous improvement, supporting teams to adapt quickly and readily to change
- Role modelling the Suncorp Behaviours, Code of Conduct and Leader profiles
- Leading and developing a performance culture that is customer focused with embedded risk management and safety values
- Identifying and leading opportunities and initiatives to upskill Specialists to elevate customer experience
- Developing strong working relationships with a broad range of stakeholders and departments including Contact Centre peers.
- Proactive optimisation of Assisted Digital resourcing, scheduling, and workflow
- Evaluated customer needs and feedback to drive product and service improvements
- Worked with team to identify areas of improvement and devised solutions based on findings
- Monitored team performance and provided constructive feedback to increase productivity and maintain quality standards.
- Assisted in recruitment of new team members, hiring highest qualified to build team of top performers
- Managed leave requests and absences and arranged covers to facilitate smooth flow of operations
- Optimized customer experience by delivering superior services and effectively troubleshooting issues
- · Reviewing and utilising data and insights to create capability uplift for Contact Centres
- · Ensuring compliance with all internal policies, procedures, and external legislative requirements
- Established open and professional relationships with team members to achieve quick resolutions for various issues
- Helped meet changing demands by recommending improvements to business systems or procedures
- Monitored time and attendance, enforcing compliance with company procedures relating to absenteeism
Inbound Team Leader
Just Car Insurance, Suncorp
Melbourne, VIC
09.2013 - 08.2016
- Participated in team projects, demonstrating ability to work collaboratively and effectively.
- Resolved problems, improved operations and provided exceptional service.
- Exercised leadership capabilities by successfully motivating and inspiring others.
- Applied effective time management techniques to meet tight deadlines.
- Demonstrated high level of initiative and creativity while tackling difficult tasks.
- Comprehensive Leader referral support Managing customer escalations and providing one on one coaching to improve customer objections and conversational skills. Identification of key service delivery areas improvement opportunities and working with leadership team to close gaps.
- Identify and share individual referral and escalation trends to uplift knowledge gaps.
- Service delivery QA Feedback.
- Coach and mentor new team members.
- Promote department initiatives and help create successful outcomes.
- Ensuring compliance with all internal policies, procedures, and external legislative requirements
- Role modelling the Suncorp Behaviours, Code of Conduct and Leader profiles.
- Liaise with Temp Recruitment Agency to coordinate recruitment and induction training
Operations Leader AAMI- Secondment
AAMI
Melbourne, VIC
07.2012 - 09.2012
- Co ordinate and manage WFM operational requests, Liaise with External & Internal recruitment teams to implement Induction training plans and support
• Drive engagement within the contact centre by recognising and celebrating good performance and behaviours
• Providing One on One Coaching support to Team Leaders to drive operational and performance objectives
• Implement and utilise sales tools to develop a solid understanding of performance and behaviours
• Assisting Team Leaders with performance management and coaching
• Contribute and drive contact centre engagement through R&R initiatives
• Conducted Leadership Routines
• Implemented Senior Support Routines
• Strong Focus on achieving Department KRA's
• Improving Operational processes
• Weekly catch up with Resource Planning to discuss Operations of the contact centre
• Daily/Weekly Senior Support Routines
• Implementing “Return to Work” debrief Process to reduce Absenteeism for new training inductees in during training
Inbound AAMI Sales & Service Team Leader
AAMI
Melbourne, VIC
03.2009 - 09.2012
- Defined clear targets and objectives and communicated to other team members.
- Onboarded new employees with training and new hire documentation.
- Cross-trained existing employees to maximize team agility and performance.
- Managed and motivated employees to be productive and engaged in work.
- Evaluated employee performance and conveyed constructive feedback to improve skills.
- Monitored and analyzed business performance to identify areas of improvement and make necessary adjustments.
- Mentoring and coaching team members to improve customer experience and performance goals
- Utilise conversation sales model to drive strong sales performance culture within the team.
- Facilitate daily team stands up identifying key team focus areas.
- Create fun sales R&R initiatives to increase sales performance.
Team Leader-Outbound AAMI Sales & Service
AAMI
Melbourne, VIC
03.2007 - 09.2009
- Comprehensive Leader referral support
- Managing customer escalations and providing one on one coaching to improve customer objections and conversational skills.
• Identification of key service delivery areas improvement opportunities and working with leadership team to close gaps.
• Identify and share individual referral and escalation trends to uplift knowledge gaps.
• Service delivery QA Feedback.
• Coach and mentor new team members.
• Promote department initiatives and help create successful outcomes.
• Ensuring compliance with all internal policies, procedures, and external legislative requirements
• Role modelling the Suncorp Behaviours, Code of Conduct and Leader profiles.
• Liaise with Temp Recruitment Agency to coordinate recruitment and induction training
Outbound Sales & Service Specialist
AAMI
Melbourne, VIC
03.2005 - 09.2007
- Efficiently handle AAMI outbound customer calls that includes sales and service campaign calls.
- Upsell home and motor products.
- Generate leads to increase sales pipeline.
- Collaborate with customers to ascertain their needs and expectations for departmental requirements, recording all customer dealings in the Suncorp customer care system.
- Achieve Outbound Sales KRA's
Education
Diploma - Travel & Tourism
Auckland Institute of Studies
Auckland, New Zealand08.2001
Skills
- Experience providing advice and support to managers and employees
- Ability to multi-task, priorities workload and adapt to business needs, working in a high-performing, fast-paced team
- Solution-focused and a creative thinker, working to find strategies outcomes for people-related matters
- Clear professional & articulate communication skills
- Proven ability to coach for performance and influence to achieve results
- Operational experience with Customer Workbench
- Working knowledge of websites, digital assets, and personalised customer digital experiences
- Strong problem solving and analytical skills
- Proven ability to initiate and manage change across large complex businesses
- Strong business and operational planning
- Strong leadership skills; and ability to mentor and develop teams
- Knowledge and understanding of digital and/or social media channel strategies
- Demonstrated ability to use customer insights and commercial acumen to drive sales performance and achieve profitable growth targets
- Experience in reviewing Voice of the Customer feedback and insights (CSAT Survey), and sharing learnings to strengthen customer experiences, and drive operational efficiencies to contribute towards business growth
- Advanced influencing skills across senior internal and external stakeholders
- Solid people management and leadership skills
- Advanced technical knowledge and coaching abilities
- Advanced computer literacy, navigation skills and typing capabilities
- Expert conflict resolution and negotiation skills
- Expert relationship management and customer service skills
- Proven performance in a service and digital environment
- Strong understanding of the Finance/Insurance industry
- Teamwork and Collaboration
- Coaching and Mentoring to drive high performance
- High attention to Detail
- Time Management
Accomplishments
Achievements
· Q2 Elevate Gold Top Leader 2023
· Q1 Elevate Top Leader 2022
· Elevate Development Star 2021
· Elevate Top Leader September 2021
· Elevate Star Team May 2021
· Elevate Development Star November 2021
· Elevate Top Leader March 2019
· Elevate Development Star October 2019
· Elevate Top Leader March 2016
· Elevate AAMI Melbourne Team of the Quarter-(Q4-April-June 2012)
References
Annalise Shanks
People & Culture Operational Delivery Manager
Mobile: 0411588977
Matthew Rowling
Outbound, Assisted Digital & Partnering Manager
Mobile: 0438302835
Nigel Hancock
Customer Engagement & Assisted Digital Manager
Mobile: 0417370475
Timeline
HR Consultant (Secondment)
SUNCORP
07.2023 - 12.2023
Assisted Digital Team Leader (Role Redundant)
Suncorp
08.2016 - 07.2023
Inbound Team Leader
Just Car Insurance, Suncorp
09.2013 - 08.2016
Operations Leader AAMI- Secondment
AAMI
07.2012 - 09.2012
Inbound AAMI Sales & Service Team Leader
AAMI
03.2009 - 09.2012
Team Leader-Outbound AAMI Sales & Service
AAMI
03.2007 - 09.2009
Outbound Sales & Service Specialist
AAMI
03.2005 - 09.2007
Diploma - Travel & Tourism
Auckland Institute of Studies