Jess Aloi

• I am responsible for the growth and profitability of Square in Australia, a business generating ~$50M in gross profit annually
• I work with the local leadership team to set growth goals, develop a GTM strategy to achieve those goals, and partner with global experts to implement
• I understand the needs and experiences of Square’s customers in Australia and ensure that Squares products have the right product market fit to generate long-term value
• I manage the business’s risk appetite and regulatory relationships

• Led the Financial Services team to deliver a suite of payment products to David Jones customers, including a David Jones credit card portfolio with ~300k customers, a gift card portfolio with $130M in sales turnover per annum, and a range of other payment partnerships, including Afterpay, Alipay and UnionPay
• Oversaw the strategic agenda, product roadmaps, and owned the P&L for Financial Services
• Delivered an integrated payment platform to support the growth objectives of the David Jones retail business

Achievements:

• Successfully re-launched the credit card program, migrating accounts from American Express with an 80% activation rate
• Grew the gift cards business by 20% through expanded distribution inside and outside David Jones
• Built highly successful partnerships with Alipay and UnionPay, generating 100k net new customers to David Jones

Responsible for Medibank’s Consumer health insurance portfolio, with a customer base of 3.7M, generating ~$4BN in revenue:

• Led a team to execute on Medibank’s growth strategy, driving customer acquisition and retention and managing portfolio mix and revenue
• Managed an enterprise program to improve the differentiation of Medibank’s products and services, and position the business to transform into a broader healthcare company
• Owned the prioritization of investments and strategic projects, aligned to business strategy and objectives
• Maintained oversight of compliance incidents, enterprise risk management and other regulatory obligations

Achievements:

• Stabilized market share and grew net policyholder numbers in FY20
• Delivered on market commitments including 1M health interactions and execution of key health programs
• Navigated through the COVID response, managing impacts to customers and employees
• Contributed to a record employee engagement score of 91%

Chief Operating Officer

Archa / Jul 2018 – Feb 2019

Led a diverse team of Developers, Marketers, Credit Risk, Finance and Customer Service staff in an early stage fintech start up:

• Developed business plans, established key P&L dimensions and built out a 5-year roadmap
• Identified target markets, conducted customer research and developed new product constructs
• Led capital raising discussions with investors and venture capital funds
• Communicated the vision and strategy to the team, driving engagement

Achievements:

• Successfully raised $5M in capital to deliver the beta product
• Negotiated a significant partnership with Mastercard
• Led the team to deliver a fully functioning customer front end

Responsible for a Consumer Credit Card portfolio of 2.7M customers, generating ~$1BN in revenue, including strategic white label relationships and Latitudes' direct to consumer Cards business:

• Managed a large cross functional team in a matrix organisation, to deliver key performance metrics including customer acquisition and spend
• Drove the innovation agenda, to deliver growth, transform customer experience and evolve Latitudes' offer in the market
• Maintained a BD pipeline to grow the white label business and unlock new market opportunities
• Led a significant regulatory and reforms agenda

Achievements

• Drove volume growth of 22% versus market growth of 3%
• Led the business through the separation from GE after the sale in 2015, including the decommissioning of ~80 systems
• Oversaw a $20M technology investment in Cards, including the migration of the legacy Cards platform and the development of new digital capability for acquisition and servicing
• Delivered the first new D2C card to market under the Latitude brand
• Navigated through the Senate inquiry and Latitude's response to proposed credit card reform

• Led a high performing team of product managers, delivering integrated user experiences to drive business outcomes across a suite of card products
• Developed strategies to support growth and enhance merchant and customer value propositions

Achievements:

• Negotiated a new joint venture with Coles and established it as a stand-alone entity
• Deployed Latitude's first mobile app for the Harvey Norman white label card
• Launched a new payment gateway to facilitate online interest free, which was a market first in Australia
• Built a portfolio management practice within the commercial team to drive spend and retention outcomes

• Responsible for the strategic growth agenda and the P&L for GE's 4 B2C Card products. Built and executed on the business's digital strategy
• Managed a team of Product Managers and a specialized payment solutions team.

Achievements:

• Launched 3 card products for Coles under their new financial services brand
• Developed a rewards program and a new Platinum product for the Harvey Norman white label card
• Identified some white space in the market and launched 28 Degrees - a highly successful new travel product

• Drove new revenue streams and maximized portfolio profitability
• Developed product strategies to drive acquisition and build customer loyalty
• Delivered best in class merchant experiences

Achievements:

• Managed the Product investment pipeline for Cards, to deliver numerous feature enhancements aimed at improving customer NPS and generating growth
• Delivered a program of work for Harvey Norman, to improve the instore experience and promote interest free within the Harvey Norman sales team

Led a series of cross-functional Pricing initiatives in GE's UK consumer finance business, for Credit Card and retail finance products. Developed a program of work to maximize yield and deliver growth.

Achievements:

• Led a team of technical BA's to deliver a complex piece of pricing analysis, which allowed GE to optimize interest calculation, generating $20M in incremental revenue per annum
• Managed a project to implement new authorizations infrastructure and a credit risk strategy system, which drove incremental volume of $50M+ per annum
• Oversaw the execution of multiple rounds of credit card reform

Led a team of 80 back office staff, supporting GE's credit card portfolio in offshore and onshore locations. Delivered cost reductions by outsourcing back office work and streamlining processes. Ran a series of projects to improve the customer experience and reduce incoming complaint volume, using Six Sigma Quality methodology.

Achievements:

• Re-engineered workflows within the team to allow 30% more work to be carried out offshore, resulting in headcount cost reductions across the group
• Digitized key processes to achieve further cost reductions and to reduce error rates in back office processes
• Managed a significant cultural change program to support the new ways of working

Completed a series of rotations in various business functions, leading major initiatives under the guidance of the CEO:

• Marketing: Delivered a credit card re-brand, to support the launch of the new GE Money brand
• Product and Strategy: Led a project to align multiple products, post the acquisition of AGC
• Operations: Managed a team of 5, responsible for evaluating the quality of call centre operator performance