Mary Finau

• Responsible for daily, weekly and monthly Operating Rhythm with team of Customer Experience Specialists. Including but not limited to;
• Daily meetings, coaching, one on ones, monthly performance reviews, development discussions.
• Call monitoring and feedback sessions.
• Focus on transforming team from transactional contact environment to relationship-based discussion and experience.
• Focus on evolving team’s capability to drive ‘best in industry’ customer experience.
• Deal with escalations and take accountability for mutually beneficial outcome.
• Work on developing capabilities of Aspiring Team Leaders in team aka ‘Seniors’
• Fulfil any admin tasks required to exceptional high standard.
• Work with and support Head Of Department in any task required to build high performing culture in addition to this, supporting delivery of strategic items and growth.
• Promoted high s through personal example to help each member understand expected standard behaviour and standards.
• Assisted in recruitment of new team members, hiring highest qualified to build team of top performers.
• Managed leave requests and absences and arranged covers to facilitate smooth flow of operations.
• Communicated KPIs outlined in annual plan to inform employees of expectations and deliverables.

• Interviewing candidates for all brands – Westpac, Asteron Direct/Retail Retention & Customer Care, TAL Direct/Retail Retention and Customer Care
• Internal Interviews for Team Leaders and Performance Coaches
• Developing newest TAL Employees as they enter via Individual Life Contact Centre Recruitment / On-boarding & Induction program throughout their probation period.
• Day-to- day management support and coaching of new inductees and responsibility for performance of their team by leading by example to ensure performance, engagement and behaviours expectations are met. This includes performance, quality, compliance, engagement, and customer centricity measures
• Liaising with People and Culture team for any resignations and terminations

• Provide leadership, training, coaching and ongoing support to team members to enhance their knowledge, skills, and performance, as well as support their ongoing personal development.
• Support Training and Development in implementing effective customer retention initiatives, by acting as Subject Matter Expert on how to roll out initiatives expertly across contact centre.
• Use data driven insights to make informed decisions on how best to respond to the evolving nature of customer enquiries and implement opportunities for improvements in customer service delivery.
• Thoroughly investigate customer complaints, NPS survey feedback, to identify root cause opportunities, and work with your team to resolve issues and prevent future occurrences.
• Utilise training resources which are beneficial to consultants, such as liaising with Training and Development Team to establish training needs and develop training plan for consultants.
• Collaborating with other portfolio managers, analysts and stakeholders to ensure alignment and consistency across Pre-Lapse/Retention function

• Assisting customer with product enquires, escalations, general enquiries, change requests
• Providing escalation outcomes within SLA
• Assisting Financial Adviser enquiries, changes, escalations, and general enquiries
• Ensuring Risk and Compliance modules up to date
• Ensuring workflow tasks are completed within SLA

Aspiring Leader Program

• Formal Coaching and Leadership program designed to develop future Business Leaders
• Formal mentoring with Head of Direct Department and Head of Retention Department
• Debriefing with other ALP members for support and to also provide support

Leadership rotation and accountabilities

• Complaints, daily Update, WFM Updates, Open/close queues, logging team exceptions
• Coaching session for new recruits using GROW model
• IDR complaints and escalations
• Running team huddles/meetings
• Ensuring daily operating rhythm activities around reporting and key performance metrics are met
• Weekly planning to set team up for success – Using data reports where we can identify our ‘sweet-spots’ for additional team engagement activities and also setting contingency plans in-case of any days where UPA/call volumes are high or where we have a number of training sessions on.

Project Specialist (viTALise) - Integration and migration project following the acquisition of the Suncorp Life Department to TAL Insurance

• 6 month project working in a team of 5 to align Suncorp to TAL in focus areas; Customer Practices, Management Framework and Organisational Structure
• Review, document (and improve if needed) how specialists handle and resolve customer enquiries
• Review, document (and improve if needed) how Operational Managers and Team Leaders actively monitor management framework, create and implement contingencies and coach specialists
• Review, document (and improve if needed) org structure – role of each team, how they are trained and cross skilled and each delegation of authority.
• Co-facilitate workshops with key stakeholders
• Facilitate real time management workshops with Team Leaders
• Facilitate training sessions for specialists focusing on new designs and changes
• Scheduling project team meetings

Continuous Improvement Lead for viTALise Project

• Take ownership of Wish List items and work with Stakeholders to Implement
• Work with Team Leaders on Continuous Improvement Implementation and Change Management
• Co-ordinate and run team meetings
• Ensure that team members have the tools, resources and capability to complete allocated tasks
• Own Interaction Guides and cheat sheets – manage any changes needing to be made
• Weekly reporting to Jacob re: progress of program
• Monthly tracking and documenting Benefit Realisation Report
• Meeting with Brisbane Contact Centre Leaders to discuss best method for Coaching Rhythm and marking method

1 of 5 Investments specialists for new Brisbane Investments team

• Initiating 1%er process improvements program – sorting through improvement suggestions provided by team. This uses the knowledge and skills gained from being apart of the Vitalise program
• Created and trained team to new escalations workflow process
• Assist customers with product enquiries and change requests (Investments, Bonds, Annuities)
• Liaise with Policy Operations to negotiate best practice and process change for Third Party Authority acceptances
• Meeting with Management to discuss Due Diligence for Process Change Documenting
• Working to achieve and maintain KPI’s

Additional jobs

• Assisting Head of Department with changes and updates needed to be made to keep centre practices in-line with Life Insurance Code of Practice
• Providing trouble-shooting help on working through new Virtual Environment
• Assisting Training team - providing feedback and change suggestions for new training material for ALSL Direct, Retail and Investment products.