John Connolly
WARATAH,Australia
Summary
Dynamic leader with extensive experience at Newcastle Permanent Building Society, excelling in performance metrics development and team leadership. Proven track record in enhancing customer experiences and implementing innovative banking processes. Adept at coaching future leaders and driving strategic initiatives to achieve operational excellence in high-pressure environments.
Overview
30
30
years of professional experience
Work History
Head of NP Customer Contact Centre
Newcastle Greater Mutual Group
Newcastle, NSW
01.2020 - Current
- Led, developed, and motivated Contact Centre teams in dynamic environment to enhance team engagement and performance.
- Manage and meet all Contact Centre Metrics.
- Develop and evolve multi-channel customer contact methodologies.
- Created performance measurement processes and metrics adapting to business and industry changes for improved accountability.
- Introduced new technologies in Contact Centre and virtual channels to enhance customer and employee experiences.
- Lead all coaching and development programs with strong focus on future leaders.
- Recruit and develop new NGM employees and support Succession Planning within NGM.
- Develop processes and procedures for undertaking banking tasks more effectively in a risk adverse operating environment.
Regional Manager Branch Network
Newcastle Permanent Building Society
Newcastle, NSW
01.2014 - 01.2020
- Led and developed 16 branch teams across NSW to enhance team engagement and performance.
- Recruit and develop new Branch Managers and team members.
- Development of a leadership coaching and development program.
- Developed performance measurement processes and metrics to support Shaping the Future initiative.
- Develop processes and procedures for undertaking banking tasks more effectively in a risk adverse operating environment.
- Managed daily branch operations to ensure consistent service delivery and operational excellence.
Member Support Centre Manager
Newcastle Permanent Building Society
Newcastle, NSW
01.2003 - 01.2014
- Establish a Greenfields site contact centre.
- Designed performance measurement processes and metrics to enhance team accountability and drive results.
- Recruit and develop new Teamleaders and contact centre team members.
- Created Teamleader coaching and development program to elevate leadership skills and support team growth.
- Implementation of Voice Technology to utilise IVR self-service and Voice Biometric identification.
- Development of outbound calling program.
- Develop processes and procedures for undertaking banking tasks over the telephone in lieu of traditional channels.
- Oversaw daily operations of contact centre, optimizing workflow and ensuring service excellence.
Primary Judge for National Contact Centre of the Year Awards
Australian Teleservices Association (ATA)
01.2008 - 01.2010
- Rate entrants in 100+ key areas based on site visits and written submissions.
- Coordinate national judging of contact centre entrants in the following categories: 50 FTE, 50-120 FTE, >120 FTE.
- Liaised with secondary judges to determine state and national winners in each category, ensuring fair evaluation and recognition.
- Maintained accurate records of all site visits, providing detailed reports that informed judging outcomes.
- Conducted 2-hour site evaluations at each contact centre, assessing performance against established criteria.
- Attend state and national awards nights to speak of judging experiences and present awards.
- Promoted ATA and awards process at feedback events to enhance visibility.
Operations and Sales Support Manager
Suzuki of Newcastle
Newcastle, NSW
01.2001 - 01.2003
Contact Centre Manager – Business and Consumer Sales
Telstra Corporation Limited
Parramatta and Newcastle, NSW
01.1996 - 01.2001
Education
GED -
Monash University
Clayton, VIC12-2000
Skills
- Customer relationship management
- Performance metrics development
- Risk management
- Business process improvement
- Lead generation
- Team leadership
- Coaching and mentoring
- Effective communication
- Conflict resolution
- Strategic planning
- Quality improvement
References
Available on request
Continuing Professional Development
Management Development Program, Business Directions, Business Imperatives, Investment in Excellence, Situational Leadership, Counseling Skills, Winning Market Share, Report Writing, Partners in People: Change Management, Building Better Teams, Introduction to GST, Developing Leadership Potential, Team Leader Development: Meeting the Challenge, Policy & Procedures, Supervisory Development, Your Future: Your Choice, Meeting Customer Needs, Coaching for Success, Situational Leadership II, Privacy Protection (Manager), Ethics for Managers Levels 4 and 5, EEO Training, WHS Consultation Training, Understanding the WHS Act, Mental Illness training, Headset Safety for Supervisors, Manual Handling for Office Supervisors, Hazard Management, Creation of a Staff Coaching Process and Methodology
Personal Qualities
- Adaptable and flexible in changing circumstances.
- Willing to learn and undertake new challenges.
- Resourceful and logical in problem-solving.
- Ability to use initiative.
- Demonstrated ability to work on a self-directed basis.
- Working co-operatively in a team environment.
- Conscientious, hard-working and self-confident.
Accomplishments
Finalist in 3 categories - Genesys International Excellence Awards - 2025.
Timeline
Head of NP Customer Contact Centre
Newcastle Greater Mutual Group
01.2020 - Current
Regional Manager Branch Network
Newcastle Permanent Building Society
01.2014 - 01.2020
Primary Judge for National Contact Centre of the Year Awards
Australian Teleservices Association (ATA)
01.2008 - 01.2010
Member Support Centre Manager
Newcastle Permanent Building Society
01.2003 - 01.2014
Operations and Sales Support Manager
Suzuki of Newcastle
01.2001 - 01.2003
Contact Centre Manager – Business and Consumer Sales
Telstra Corporation Limited
01.1996 - 01.2001
GED -
Monash University