Graham McGlennon
Perth,WA
Summary
I am an excellent communicator and can influence senior management and executive stakeholders. I have experience across numerous industries including Recruitment, Finance and Insurance. I’m innovative and analytical process driven individual that naturally excels at interpreting data and offering recommendations. I have a passion for business continuous improvement, development and delivery of initiatives. I have repeatedly demonstrated my adaptability in various environments ensuring that I am always delivering excellence.
Overview
21
21
years of professional experience
Work History
Member Service Consultant
RAC Finance
10.2023 - Current
- Manage high volume inbound and outbound calls from personal loan and investment members in accordance with availability targets.
- Provided personalized financial consultations to members, identifying opportunities for improved financial management.
- Enhanced member satisfaction by addressing and resolving inquiries in a timely manner.
- Collaborated with team members to develop and implement strategies for improving overall customer service levels.
- Consistently received positive feedback from both peers and supervisors alike due to my strong work ethic and excellent interpersonal skills leading towards promotions within the company.
- Process personal loan maintenance requests from members – i.e. address changes, loan payout requests and payment method updates.
- Process new investment funds, reinvestments, redemptions, estates, transfers, interest rate changes and interest payments.
- Action outbound calls to support RAC Finance’s personal loan and investment retention strategies.
- Issuing of personal loan and investor holder statements within a timely manner.
- Input data into core systems to ensure member records are kept and maintained to a high standard
- Providing credit references in response to requests regarding existing accounts, from members and their representatives and AFIA members.
- Assisting and actioning all general member enquiries which includes management of multiple shared mailboxes.
- Supported marketing initiatives by promoting special offers to existing members based on their specific needs and preferences.
- Contributed to branch performance goals by consistently meeting or exceeding individual sales targets.
- Assisted in the development and implementation of new member referral programs resulting in increased membership growth.
Quality Coach
- Developing and implementing training programs for new hires on topics such as conflict management, teamwork skills, workplace ethics, and customer service
- Reviewing reports of employee misconduct or unsatisfactory performance for possible disciplinary action or termination of employment
- Observing the work of employees to ensure that they are performing their duties correctly and efficiently
- Coordinating with managers to schedule meetings with employees who are having performance issues
- Coordinating with managers to schedule meetings with employees who have received complaints from customers about their service or product quality
- Preparing reports on employee performance
- Training employees on proper procedures and methods for performing their jobs, such as conflict resolution skills or effective time management techniques.
Project Test Analyst
- Business Simulation (Fusion Project): Complex analysis of business problems to identify solutions using Kanban in a model office.
- Contributed to the Training, Business Readiness and Business Simulation for the implementation of a new platform and product.
- Facilitating solutions analysis. Interpret data sources and output reporting, including working with the Business Analysts to ensure consistency.
- Provide recommendations to business on reliability and dependability of new Product by completing 3000 transactions over 12 weeks.
- Live proving of the product prior to business Launch.
- Provide coaching to Team Leaders and act as a Subject Matter Expert for new product resulting in quick turnaround to member calls and queries.
- Analysing and triaging issues, escalating to appropriate channels and reporting solutions.
- Side by Side demonstration of Front end product to Executives
Lead Payments Adviser
- Analysis and resolution of Front-End account complaints and disputes
- Promptly dealing with payments related activity including subscription collections, refunds and income arrears management. Ensure 100% payments received are allocated correctly.
- Design and Deployment of processes for payment functions to deliver improved member outcomes
- Coach and assist the development of colleagues providing quality recommendations to drive continuous improvement
- Review and generate detailed reports ensuring data integrity
Pricing Analyst
Medical Protection Society (UK)
02.2017 - 12.2022
- Complete regular analysis to set subscriptions appropriately & accurately across MPS worldwide business and make sure that appropriate controls are incorporated into process. Ensure the final rates are set and go live is achieved.
- Present analytical findings to Pricing Committee for approval.
- Engage with internal stakeholders from all divisions to ensure that there is awareness of pricing recommendations and the reasons for these.
- Extracting data on membership and claims, as necessary, to complete analysis for subscription setting.
- Mine data and regularly monitor data for insights and trends to inform the business on claims experience, member numbers and lifetime value.
- Provide responses to individual member pricing queries.
- Ensure all pricing is completed in line with the MPS Pricing Methodology and Procedures document and MPS Pricing Policy.
- Liaise with and assist the Data Science & Analytics team with implementation of potential new factors / ways of pricing and growing and maintaining MPS’s data warehouse, the Types of Work emulator and making sure that data quality is of the highest standard
- Provide assistance with pricing changes in conjunction with Digital and Change, making sure changes proceed as planned, answering any queries relating to progress and attending change meetings.
- Undertaking other ad hoc duties and tasks that from time to time may be allocated to the role holder that are appropriate to the level or role.
Operations Coordinator
Intertek Technical Services
07.2014 - 04.2016
- Co-ordinated daily running of recruitment division providing workforce for the Oil and Gas and Mining Industry
- Involved in the implementation of client database becoming the subject matter expert, providing coaching to colleagues and contractors allowing them to submit their own expenses and timesheets.
- Analysis and reconciliation of 100% client remittances and payments
- Negotiate and Manage Client and supplier contracts and relationships ensuring 15% profit on revenue
- Executive Assistant to Division Manager undertaking tasks including managing diary, research and reporting on profit.
- Management of Recruitment Policy and Procedures.
- Recruitment of candidates. Manage training requirements, on-boarding and Separation of employees
- Management of Fortnightly Payroll function for over 200 employees
- Focal point for employee commutations
HR Administrator
Mermaid Marine Australia Ltd
06.2013 - 06.2014
- Provided support function for the recruitment of new employees
Recruitment Officer / Administrator
Central Mining & Contracting
10.2011 - 05.2013
- Resource and recruitment of candidates
Worker’s Compensation Case Manager
Allianz Australia
10.2009 - 10.2011
- Analysis of key information to assess new claims in line with legislation
- Continuous management a portfolio of over 150 claims
- Management claimant rehabilitation and return to work. Provided support for compensation payout if injury results in permanent disability
- Underwriting Client premium based on forecasted claims cost taking
- Development and Presentation of claim progress to the client that outlines future actions to be undertaken for best result for client and claimant.
Worker’s Compensation Case Manager
Cambridge Integrated Services
08.2007 - 10.2008
- During the implementation phase of new software was chosen to be team liaison with IT group to troubleshoot issues and support others through this time of transition.
- Continuous management a portfolio of over 150 claims
- Proactive approach to researching evidence-based medicine in relation to injuries sustained to ensure prompt attention to vital treatment is attained by claimant.
- Analysis of key information to assess new claims in line with legislation
- Management of injuries including; Psychological, Soft Tissue Injuries, Lacerations and Injuries requiring surgery.
- Communicating with all key parties via phone / email to obtain key information and updates required for the management of claims.
Human Resource & Organisation Assistant
Woodside Energy
08.2004 - 07.2006
- Accommodate necessary human resource utilities in a spectrum of territories
- International and interstate relocation of personnel and their families.
- Action & preparation employee movement letters
Skills
Driving team and individual performance
System Skills: Sapiens IDIT, SAP, Visio, Fieldglass, SQL, SharePoint, Sharefile, Microsoft Office
Data Analysis
Payroll and Finance
Insurance & Claims management
Recruitment & Coaching (Managing people for better results)
Training
- Bsc (Honours) Data Science – Part Completed - Study Halted due to Covid as moved back from the UK
- Soft Skills and compliance training
- Workers Compensation Claims Traineeship
Timeline
Member Service Consultant
RAC Finance
10.2023 - Current
Pricing Analyst
Medical Protection Society (UK)
02.2017 - 12.2022
Operations Coordinator
Intertek Technical Services
07.2014 - 04.2016
HR Administrator
Mermaid Marine Australia Ltd
06.2013 - 06.2014
Recruitment Officer / Administrator
Central Mining & Contracting
10.2011 - 05.2013
Worker’s Compensation Case Manager
Allianz Australia
10.2009 - 10.2011
Worker’s Compensation Case Manager
Cambridge Integrated Services
08.2007 - 10.2008
Human Resource & Organisation Assistant
Woodside Energy
08.2004 - 07.2006