Julian Lawrence

Lead and oversee day-to-day operations of the contact centre, ensuring all service levels, quality, and performance targets are consistently achieved.

Drive and implement digital-first customer engagement strategies, leveraging technology (e.g., chatbots, self-service platforms, AI, and automation tools) to improve efficiency and enhance the customer experience.

Champion strategic initiatives aimed at modernising contact centre operations, including omnichannel integration, digital transformation projects, and continuous improvement programs.

Collaborate with senior leadership to define and execute the contact centre’s strategic roadmap aligned with organisational goals and customer experience objectives.

Analyse customer insights, feedback, and digital interaction data to identify trends, opportunities, and areas for optimisation.

Lead, motivate, and develop team leaders and agents to deliver high-quality service across all channels (voice, chat, email, social, and digital).

Oversee the implementation of new technologies, systems, and processes to improve operational effectiveness and customer satisfaction.

Foster a culture of innovation, encouraging teams to adopt digital tools and agile ways of working.

Partner with IT, Marketing, and Product teams to enhance the customer journey and ensure seamless integration across all touchpoints.

Manage staffing levels, scheduling, and workforce planning to balance efficiency with customer demand.

Monitor and report on key performance indicators (KPIs) including customer satisfaction (CSAT), net promoter score (NPS), average handling time (AHT), and digital channel adoption.

Ensure compliance with data protection, privacy, and industry regulations.

Drive employee engagement, retention, and professional development within a dynamic, digitally evolving environment.

Provided front-line administrative and reception support to facilitate smooth office operations. Acted as first point of contact for students, parents, staff, and visitors, fostering a welcoming and organized school environment.

Navigating Compass and Microsoft Office Software.

• Led the revision and overhaul of the induction and capability program within ANZ contact centre Melbourne
• Lead designer and facilitator of coaching and capability workshops for bankers and leaders. This included a redesign in content to fit virtual workshops and Manilla service centre
• Developed and led facilitator accreditation program at ANZ contact centre Melbourne
• Achieved Master level coach (highest coaching capability) in external coaching benchmarking conducted by GRIST
• Pivotal role in overall uplift of customer experience provided by ANZ customer contact centre Melbourne as per GRIST benchmarking. Resulting in a rise in position from top 25 to top 10 in Australia (encompasses industry leaders in customer service and sales)
• Gained recognition by winning multiple customer contact centre awards including Yearly support staff award
• Mentored hundreds of bankers and Sales leaders who have been able to progress into senior roles in and outside of ANZ
• Collaborated with leaders and CCM’s to establish best practice leadership and coaching routine in customer care in alignment with other successful business units, inclusive of co-facilitation of call and coaching calibrations
• Improved sales conversion rate in Customer solutions department through insights led coaching from 15% to a consistent 23% within the course of 12 months
• Played a pivotal role in influencing leadership routines in ANZ customer care that resulted in sustained monthly improvement in grade of service over a 6 month rotation
• Supporting the overall Customer Contact Centre capability programme inclusive of Leadership capability development. Lending, Sales and Customer Experience capability via coaching and mentoring.
• Developing strategies and taking ownership of various change management projects that impact frontline leadership and staff members.
• Design and deliver capability virtual and in-person workshops for leaders and bankers to create and uplift and effect change in line with organisational goals.
• Leading and training a team of performance coaches that deliver one on one coaching to bankers in consultation with team leaders across departments. Achieved by sharing ANZ contact centre strategic objectives with direct reports whilst building their capability.
• Role model ANZ conversation framework and leadership routine.
• Responsible for more complex Coaching delivery whilst supporting the development and execution of the capability strategy. This is achieved by providing effective capability assessments, targeted observations, coaching activities and initiatives to result in an uplift to leader coaching capability, enhancing the customer experience and uplift business performance.
• Create reporting for senior leadership by analysing department metrics, NPS/Voice of customer and compliance data.
• Driving behavioural changes in bankers, through monitoring appropriate banker conduct to assist bankers in providing exceptional customer service.
• Collaborating and negotiating with stakeholders from multiple departments (Customer care/service Melbourne and Manilla, mortgages, personal banking sales, customer retention) in order to tailor performance coaching strategies to meet each of their unique measures of success.
• Synthesise business strategies and goals into activities to achieve commercial success.
• Translating quantitative and qualitative information into meaningful coaching interactions.