Jobie Lebler
Australia
Summary
Highly accomplished and results-orientated business leader with 30 years of proven success leading customer service and experience across in-house, outsourced and offshore contact centre operations in the Telecoms, Financial Services, Insurance and outsourced contact centre industries. A demonstrated track record of leading large cross-functional, multi -site teams and significant change management programs. Recognised for achievements in leading large scale complex transformation programs, improving operational and financial performance, driving self-care usage and benefits, identifying deficiencies and potential opportunities, and developing innovative customer orientated solutions.
Overview
31
31
years of professional experience
Work History
Management Consultant / Program Manager / Interim Head of Customer Hub
Direct Group
04.2023 - Current
- Direct Group is one of Australia’s leading direct to consumer retailers
- It is a trusted provider of products and services to the growing, high spending senior demographic (45+ age group) which is often neglected and not effectively reached by traditional retail and e-commerce players
- The Group markets and sells in Australia
- New Zealand and Asia communicating directly with its customers through online, print, television and digital publishing., Management consultancy contract leading a Customer Operations transformation program
- Reviewed current operating models of multiple contact centres and designed a new consolidated Target Operating Model and supporting management disciplines and routines
- Successful delivery of an urgent board request to drive additional cost reductions through transitioning a tranche of service calls to an offshore, outsourced service provider delivering 60% savings from onshore model
- Currently implementing new Target Operating Model and management disciplines delivering further efficiencies and enhancing customer experience
- Key Achievements:
- Developed new Target Operating Model ( TOM ) for the contact centre business and comprehensive Ways of Working structure to support the TOM
- Resolved a number of urgent operational and Risk and Compliance issues including updating Customer Privacy processes, enhancing PCI DSS compliance and addressing long term and systemic performance issues e.g excessive sick leave / shift adherence issues
- Reviewed, recommended and developed a business case for a new Call Centre technology solution that will drive significant operational efficiencies, improved customer and frontline team member experience
- Development of the FY24 budget delivering significant cost savings against current run rate and finance budget
- Identification of further cost saving opportunities over and above the initial savings from the FY24 budget.
- Conducted thorough assessments of clients'' operational structures, recommending actionable steps for improvement.
- Evaluated market trends and competitor analysis, informing strategic decision-making for clients.
- Increased client revenue through effective sales strategy development and implementation.
- Improved communication at all levels and transformed company culture into more productive atmosphere.
General Manager Customer Care
12.2020 - 08.2022
- Leading several remote teams responsible for Inbound Claims management, Underwriting and Operations, Credit Operations, Workforce Planning, Customer resolution, Social Media and Customer Experience and Internal Controls
- Throughout my time in the role I led the Customer Care team through a period of unprecedented regulatory change off the back of the Royal Commission, multiple consecutive extreme catastrophe seasons, the integration of the Westpac Insurance business and the ongoing challenges of COVID on the business operations both locally and off shore
- Key Achievements:
- Successfully implemented an unprecedented amount of regulatory changes being implemented across 2021 / 2022 including Insurance Code of Conduct, Claims as a Financial Service legislation and the RG 271 complaints management changes
- Significantly reduced the volume, severity and duration of Risk and Compliance incidents including the closure of several long standing and high rated incidents inherited when taking on the role
- Implemented the Customer Resolution team tasked with identification and resolution of drivers of non resolution and implementing enhanced customer focused processes
- Led the team through consecutive extreme catastrophe season including record flood events in Q1 2022 and mitigating the impacts of COVID on business operations both locally and offshore through spearheading a board risk acceptance to enable additional tasks to be completed in a work from home environment onshore and offshore
- Integrated the Westpac Insurance Underwriting and Operations and Credit Operations teams into the Allianz business including the planned closure of the offshore business process outsourcing provider
- Roll out of five star post call survey across the inbound claims business delivering a 4.1 star rating for Motor claims and 4.7 for Property claims agent performance
- Credit Operations team has successfully delivered on both Cash and Debt targets every month during 2021 and 2022 ( YTD )
- This is the first time this has been achieved in 13 years.
Allianz Australia
09.2015 - 08.2022
- The Allianz Australia group operates in Australia and New Zealand
- It includes one of Australia’s largest general insurers, a leading private workers compensation insurer, and a life insurer
- Allianz Australia delivers a wide range of personal, commercial and corporate insurance products and services
- It is proud to be of service to more than 3.5 million policy holders, and over 50% of Australia’s top 200 BRW listed companies have some form of insurance cover with the group.
General Manager Strategic Sourcing
03.2019 - 12.2020
- Leading a diverse team responsible for defining and delivering Motor and Property Assessing services, Claims Fraud and Investigations services, Contents Settlement, Claims Provider Management and Claims Legal services
- Key Achievements:
- Defined and delivered a strategic shift driving more customers to lower cost, higher satisfaction, internal and online assessing models
- This delivered a reduction of ~$450K per month in motor assessing fees and reduced leakage by over $1M annually through increasing volumes through our internal desktop assessing capabilities
- Successfully led the team through the worst Catastrophe season in 10 years and through the COVID 19 pandemic with increased staff engagement scores across Strategic Sourcing from 69% to 78% (+9) in 2020
- Claims Fraud and Investigations team rated the Global leader and best practice across the Allianz group 2019 and 2020
- Successfully implemented the Claims Services Legal Panel reducing the number of legal firms used from over 90 to 37
- The program delivered over $1M in savings in the first year through negotiated volume discounts
- Delivered customer remediation programs including a third party data breach and OEM parts remediation program.
Senior Manager Strategy and Transformation, Is and To Be Customer Journey Maps
Insurance Australia Group, IAG
09.2015 - 03.2019
- Leading a team responsible for defining and delivering several key strategic transformation and Customer experience programs supporting all areas of the Allianz Australia business
- Key Achievements:
- Retail contact centre transformation program that delivered 32 FTE savings ( 10% efficiency improvement ) through implementing a new operating model and organisational design, Team Leader upskilling, remuneration and incentives review, customer experience improvements and technology improvements
- The program has seen a 30% reduction in transfers, a 10% uplift in sales conversion, a 16% increase in revenue and staff engagement scores in the retail contact centre increasing 7% against a drop of 2% across the wider business
- Led the initial business strategy development and customer led design work for the business wide Allianz Transformation program including qualitative and quantitative customer research and cross functional design workshops
- I was also responsible for senior stakeholder engagement both locally and with Allianz Group in Munich
- Implementation of several customer experience initiatives including As, for several key customer journeys, Qualitative and Quantitative Customer research programs, Behavioural Economics programs, Voice of Customer and Speech Analytics pilot
Senior Manager
Insurance Australia Group Limited
12.2014 - 08.2015
- (IAG) is the parent company of a general insurance group with controlled operations in Australia, New Zealand, Thailand and Vietnam, employing over 13,500 people
- Its current businesses underwrite approaching $10 billion per annum, selling insurance under many leading brands including NRMA Insurance, CGU, SGIO, SGIC and Swann (Australia); NZI, State and AMI (New Zealand); Safety and NZI (Thailand); and AAA Assurance (Vietnam, Business owner of the Multi-Channel Program for IAG’s contact centers, branch and agency retail network and online environments ensuring strategic alignment across the wider business
- The Multi-Channel program was a $120 million, multi-year, scaled agile program delivering human centered design and customer centric systems and processes
- Key Achievements:
- Delivered new front end system and knowledge management platform for IAG’s contact centres, retail stores and online delivering a 20% reduction in escalations to the resolutions team
- Implemented new renewal experience for Motor customers online delivering 2800 additional renewals per month with an incremental $1.7 million in gross written premium.
09.2013 - 08.2015
Senior Manager
09.2013 - 12.2014
- Responsible for delivering the strategy and operational design to support the Multi -Channel program
- Supporting the development of the Chief Operating Office ( COO ) strategy for FY15, transition states and the FY17 end state strategy across Sales and Service, Short Tail claims, Long Tail Claims and Retail Business Insurance areas
- Responsible for defining and delivering the operational strategy, design and roll out for the Net Promoter Customer Advocacy program for all IAG operational areas and brands
- Key Achievements:
- Developed the board approved business case supporting the $120 million multi- year program and delivered the benefits realisation framework and approach
- Implemented the Voice of Customer and closed loop feedback strategy and processes across all IAG operational areas and brands
General Manager
Care
11.2010 - 06.2013
- Leading a team of up to 4,600 staff across Sydney, Hobart and Mumbai
- Managing a $100 million+ operating budget
- Responsible for defining and delivering the Customer Care Strategy for the three VHA brands (Vodafone, 3 Mobile and Crazy Johns)
- Highly skilled in maximizing staff performance and workforce management optimisation
- Key Achievements:
- Promoted to the position of General Manager to oversee and manage Care during a period of major network challenges
- Acknowledged for outstanding leadership and management skills
- Maintained staff engagement scores within the high performance zone
- Successfully overcame call volumes that more than doubled in several key queues over a six week period due to a combination of network performances, negative press coverage and cyclones and floods
- Led a Complaints Management program that delivered a reduction of 37% of Telecommunications Industry Ombudsman ( TIO ) complaints YOY
- Established a service level recovery program that resulted in a reduction of average wait times from 600 + seconds to less than 30 seconds in a 4 month time period
- Operationalized the Net Promoter Score implementation using a blend of post call suveys, SMS’s and email surveys across all Vodafone Contact centres
- Initiated and championed a first contact resolution strategy leading to significant operational improvements in the 14 months from April 2012: o Increased first contact resolution rates by 16% o Call volume reductions of 18% o Touchpoint NPS scores increased 25 points
- Delivered over 400K new sales, upgrades and brand migrations via the call centres in 2012
- Successfully launched the My Vodafone App and Virtual Hold call routing technology leading to significant improvements in customer experience
- Australian business lead on the negotiation of the sale and transition of the captive contact centre business in Mumbai to Tech Mahindra (2012) whilst maintaining the overall customer experience and staff engagement levels
Vodafone Hutchison Australia, VHA
05.2003 - 06.2013
- Vodafone Hutchison Australia is a leading provider of wireless communication services operating the Vodafone, 3 Mobile and Crazy Johns brands in Australia
- (6 million subscribers, A$4 billion in annual revenue and 27% market share)
Head of Change and Transition
08.2009 - 11.2010
- Led and completed a large and complex contact centre consolidation program following the merger of the Vodafone and Hutchison organisations:
- Closed contact centre operations in Egypt, Melbourne, Sydney and Brisbane
- Transition of services in these locations to existing operations in Hobart and Mumbai and a single outsourced provider with operations in Brisbane & Manila
- Key Achievements:
- Led and managed the contact centre consolidation program:
- 48 business lines and +1100 FTE’s worth of activity were transitioned from 11 contact centres in 4 countries to 4 contact centres in 3 countries
- Generated over $75M of Opex savings in the first 2 years
- Maintained customer experience and satisfaction scores
- Service continuity was upheld throughout the transition program
Head, Change Management
01.2008 - 08.2009
- Led cross functional teams (contact centre systems, UAT, self-care and intranet development) responsible for all change management across the 3 Mobile organisation
- Key Achievements:
- Successfully merged multiple change teams into a single function supporting the entire business
- Led the E-Billing initiative driving E Billing penetration from 20% to over 80% of the base within 6 months
- Launched handset upgrades via “My 3” self service online
- Redesigned the self-service user interface driving significantly increased usage
Head
Mobile
03.2006 - 12.2007
- Led the development and implementation of the 3 mobile self-service strategy
- End to end responsibility for self-service deliveries across multiple channels (web, handset and IVR) including:
- Data Analysis
- Business Requirements Gathering
- Development
- Testing
- Reporting
- Key Achievements:
- Established and chaired the global “3 mobile self-service forum” looking at best practice and key learnings from 3 operating companies around the world
- My 3” self-service product was awarded the Best Customer Service Initiative award at the ACOMMS awards in 2007 (Australian telecommunications industry awards)
- During this period there was an increase of over 150% in self-service usage and a reduction in call volumes of over 75% for key Self Service functionalities
Service Delivery Manager
05.2003 - 03.2006
- Led, oversaw and directed multiple outsource vendors as well as in house operations providing contact centre services for the Orange Mobile, Hutchison Messaging and Paging and 3 Mobile businesses
- Managed a $25M operational budget
- Responsible for forecasting call volumes and workloads for in-house, outsourced and off shore contact centres
- Key Achievements:
- Managed the CRM strategy and implementation for the successful transition of over 300,000 Orange CDMA customers to the 3 network
- Established 400 new temporary contact centre seats across four sites in Melbourne, Brisbane and Mumbai
- Chaired regular forums between key business stakeholders and contact centre operations aimed at identifying areas for improvement
- Implemented action plans to improve end to end performance
- Designed a new suite of contact centre reports demonstrating a balanced scorecard approach that focused on quantitative and qualitative measurements
- Managed the transition of two business lines from in-house operations to an offshore outsource arrangement
- Successfully negotiated a 25% reduction in call charges with one outsource vendor
Project Manager
SITEL Australia
01.2003 - 04.2003
- SITEL is a global out-source provider of contact centre and customer relationship management solutions
- Project managed the closure of the Sydney contact centre operations and the transition of key clients to a new contact centre in Devonport, Tasmania
- Managed the transition of other clients offshore, back in house or to alternate providers
- Led all aspects of this major project including:
- Development of project plans, management of internal /external stakeholders, vendor management, systems integration, telephony integration, data centre transition, budget control and project delivery
- Key Achievements:
- Delivered all projects on time and to budget ensuring continuation of service for all clients
- Provided additional consultancy to the business in relation to new business opportunities (Australia & overseas)
Quality Manager
AMP
10.2001 - 12.2002
- AMP is the leading independent wealth management company in Australia and New Zealand
- Worked as part of the national contact centre management team
- Managed a team of 25 Product, Information and Process specialists across the Parramatta and Melbourne contact centres
- Designed and implemented a new contact centre and written communications quality program
- Selected and applied a new quality recording tool
- Provided training and development to staff and ensured that they adhered to quality standards
- Key Achievements:
- Worked alongside Intellect Consulting to create a series of 14 quality training modules to assist staff in understanding the quality process and improve their overall communication and language soft skills
- Developed a series of soft skills training modules for all AMP customer service staff
- Delivered a 12% increase in quality results in the initial 6 months of the program
Project Manager
SITEL Australia
07.1998 - 10.2001
- Managed numerous contact centre projects (up to 20 people) and several strategic business projects
- Provided contact centre consultancy work on behalf of SITEL for in-house contact centres
- Major Projects:
- Creation of a 230 seat temporary contact centre site in Sydney
- Establishment of 100 new permanent contact centre seats at SITEL’s Oxford Street site and assisted in the closure of a remote site in North Sydney
- Contact centre consultancy project for a leading Australian ISP (implemented a number of recommendations and operational improvements that increased sales, lowered average call handling time and improved senior managements understanding of contact centre operations)
Trouble Management Technician
Global One
01.1998 - 06.1998
- Supported several telecommunications carriers across the Asian Pacific Region in relation to all hardware, bearer, software translation and network quality faults on the new Global One Voice Network
- Created and documented the fault management process
- Developed business relationships with project partners and external stakeholders
Internet Technical Support Analyst
Telewest
05.1997 - 11.1997
- Provided ongoing telephone support for internet customers
- Investigated technical issues and diagnosed and repaired errors quickly and effectively
- Led the support for a cable internet trial
Network Engineer / Team Leader / Customer Service Representative
Optus
11.1993 - 01.1997
- Initially employed as a customer service representative - Seconded to the Team Leader position (1995) and moved into a Network Engineering role within Optus Vision (1996)
- Key Achievements:
- Managed a team of 15 Customer Service Representatives and the long distance and fax service assurance teams
- Selected as part of companywide project team that developed the Integrated Fault Management System (IFMS) used by more than 6000 staff across Optus
- Launched the Service Assurance Support (SAS) team combining the long distance, fax, data and mobile fault reporting teams into one cross skilled team including developing and delivering all training materials
Education
Diploma of Advertising -
Macleay College
01.1992
Secondary Education (Higher School Certificate) -
Vaucluse High School
01.1990
Skills
- Operational Leadership
- Business Transformation
- Vendor Management
- Performance Improvement
- Self Service Innovation
- Customer Experience/ NPS
- Stakeholder Management
- Program Management
- Change Management
- Operating Model design
- Complaints Management
- Risk and Compliance
- Strategic Planning and Execution
- Employee Development
References
Available upon request
Behaviouralcompetencies
- Highly developed leadership and people management skills and ability to drive performance
- Excellent relationship building and internal and external stakeholder management skills
- Consistently delivered high profile and complex multi-site and multi-vendor programs
- Leader and motivator of cross-functional teams capable of analysing all areas of operations and implementing dynamic improvements, cost savings and overall growth and profit
- Awarded the VHA Legend Award for leadership (the highest award at Vodafone Hutchison Australia)
- Strong commercial acumen acquired through successful management of businesses operating in highly competitive and regulated environments with an in depth knowledge of maintaining brand and reputation
- Critical thinker and negotiator with an ability to multi-task under pressure and effectively lead multiple projects simultaneously while employing solid organisational, coordination and problem solving strengths
- Superior written and verbal communication skills with an established capability to manage relationships in multicultural environments
- Acknowledged success in development of talent with extensive experience working co-operatively within leadership teams to develop and implement strategic direction
- Specialist in turning around underperforming business areas and transforming business outcomes
- Established track record of turning insights into actions and successful strategic programs
- Dynamic presenter capable of projecting a strong, credible, articulate and engaging personal presence
Timeline
Management Consultant / Program Manager / Interim Head of Customer Hub
Direct Group
04.2023 - Current
General Manager Customer Care
12.2020 - 08.2022
General Manager Strategic Sourcing
03.2019 - 12.2020
Allianz Australia
09.2015 - 08.2022
Senior Manager Strategy and Transformation, Is and To Be Customer Journey Maps
Insurance Australia Group, IAG
09.2015 - 03.2019
Senior Manager
Insurance Australia Group Limited
12.2014 - 08.2015
09.2013 - 08.2015
Senior Manager
09.2013 - 12.2014
General Manager
Care
11.2010 - 06.2013
Head of Change and Transition
08.2009 - 11.2010
Head, Change Management
01.2008 - 08.2009
Head
Mobile
03.2006 - 12.2007
Vodafone Hutchison Australia, VHA
05.2003 - 06.2013
Service Delivery Manager
05.2003 - 03.2006
Project Manager
SITEL Australia
01.2003 - 04.2003
Quality Manager
AMP
10.2001 - 12.2002
Project Manager
SITEL Australia
07.1998 - 10.2001
Trouble Management Technician
Global One
01.1998 - 06.1998
Internet Technical Support Analyst
Telewest
05.1997 - 11.1997
Network Engineer / Team Leader / Customer Service Representative
Optus
11.1993 - 01.1997
Secondary Education (Higher School Certificate) -
Vaucluse High School
Diploma of Advertising -
Macleay College
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