Leon Liveris

A results driven leader with an intimate understanding of strategy, highly motivated professional with a proven track record in driving customer focused capability, engagement, innovation & driving a culture of performance. Over 17 years of experience leading and managing successful sales and service divisions empowering staff, building collaborative culture, enabling exceptional customer service, business growth and retention. Experienced leader with demonstrated capability in developing, transforming and managing across all facets of an organisation in Financial Services and Insurance. Skilled in all areas of people Management, Customer Experience, Growth, Retention Project and Change Management.

• Overseeing and leading the Customer Call Centre phone & Web chat, Retail Sales, Corporate Sales Division, Sales Performance Coaches and Webchat functions
• Developing a high performing leadership team ensuring Operational Excellence
• 2019 Excellence in Leadership award winner
• Implemented Operational Excellence program across Contact Centre supported by Coxswain Alliance
• Achieve organisational and customer objectives and delivering performance against customer centric sales and service targets/KPI’s
• Utilise metrics and analytics to make data-driven decisions that improve the customer experience
• Drive short term and long-term resourcing needs of the CSC while reducing costs and maximise outcomes. productivity and effectiveness against budget requirements
• Drive continual improvement through a robust Quality Framework to deliver best practice consistent and compliant service delivery
• Developing & facilitating the organization’s first ever Leadership Induction for new and emerging leaders in the business
• Creating a progressive Coaching, Training & Capability framework for the Branch Network & Contact Centre to drive performance uplift, engagement, accountability & efficiencies
• Driving ‘Change Management’ for HCF change managers through the organisation’s largest ever core system transformation.