Matthew Kenny
Sydney,Australia
Summary
Proactive manager with expert team leadership, planning and organizational skills built during a successful career. Analytical problem-solver with talents for team building, leading, and motivating, as well as excellent customer relations aptitude and relationship-building skills. Proficient in using independent decision-making skills and sound judgment to positively impact company success. Dedicated to coaching and mentoring, with exceptional management abilities and results-driven approach to enhance performance.
Overview
15
15
years of professional experience
Work History
Manager Business Bank – Customer Experience, Distribution & Banker Delivery
Suncorp Bank
01.2022 - Current
- The Manager Customer Experience, Distribution Support & Banker Delivery is accountable for leading a team of 12 employees to enhance the capability, execution and support across Customer Experience, Change Management, Communication, Distribution Support, Banker Delivery and the Graduate program across Commercial, Property Finance, Develop Finance and Agribusiness
- This includes Customer insight strategies in line with the broader Business Banking strategy and Bank vision, Change Management and Communications strategies that synergise initiative implementation with coaching & run the bank wide business support model
- Work with internal (customer insights, Cust Insights team, Cust Advocacy, CEO Office, Cust Complaints and Marketing) and external parties to design optimal Customer and Banker experiences
- Lead Distribution to support their lines of business with risk management, customer requirements, data maintenance, report analysis and other activities to ensure Distribution can focus on critical performance issues that drive business outcomes as well as individual and team performance
- Manage and support the design and delivery of effective performance frameworks to enhance customer and people experience
- Design and produce sales and service frameworks and conversation model collateral as required
- Manage the continual improvement and adaptation of the Business Banking Sales Frameworks to reflect current and future business needs – including business development, performance, leadership, capability uplift and sales & service behaviours
- Lead, coach and motivate 12 employees across 5 different functions in Business Bank to form a cohesive and collaborative wider team
- Ensure team development plans are in place and implemented to build performance and learning opportunities
- Lead the design and implementation of Business Banking overarching communications strategy that supports connection across lines of and aligns with Business Banking and Bank strategies
- Lead the measurement and assessment of capacity for change across all lines of Business and work with initiative owners and Tribe Leads in the timing and approach for rollout of change into the business
- Drive banker NPS work and develop/maintain Customer Obsession dashboards and LEAD/LAG customer metrics to inform Business Banking Leadership Team on key success metrics
- Centrally manage Business Banking Graduate program developing a graduate journey that provides the right amount of exposure across Business Banking to lift capability and support them in their lines of Business.
Rugby Coach
The Scots College
01.2022 - Current
- Plan and execute engaging and effective rugby practices that focus on skill development, teamwork, and sportsmanship.
- Develop and implement game strategies that maximize the team’s performance during matches.
- Provide individualized coaching and feedback to players to help them reach their full potential.
- Foster a positive and inclusive team culture that emphasizes respect, discipline, and perseverance.
- Collaborate with school staff, parents, and other coaches to ensure the overall success of the athletic program.
- Maintain equipment and facilities to ensure safe and conducive environment for practices and games.
- Attend team meetings, parent meetings, and other school events as required.
Advisor Performance Frameworks
Suncorp Bank
01.2020 - 01.2022
- Seek to continually improve and adapt Consumer Distribution Sales and Service Framework to reflect current and future business needs – including business development, performance leadership, capability uplift and sales & service behaviours
- Work with key stakeholders to design capability solutions that support current and future business needs and provide significant people capability, customer and performance uplift
- Design, produce, and coordinate the creation of sales and service framework and conversation model collateral as required
- Manage the design, build and deployment of any additional campaigns to address short term tactical requirements or as required to meet Consumer Distribution or group strategic initiatives
- Develop and execute coaching collateral in conjunction with Performance coaches and specialists
- In all output, demonstrate ability to establish and implement Performance Framework, Sedgwick Recommendations, Regulatory Requirements Adherence.
Rugby Coach – Brisbane Grammar
Brisbane Grammar
01.2021 - 01.2021
- Maintained a disciplined yet nurturing atmosphere conducive to learning both rugby-specific skills as well as essential life values
- Mentored assistant coaches to enhance their knowledge base and coaching abilities, ensuring consistent quality across all levels of the program
- Conducted video analysis sessions that allowed athletes to review their performances critically, leading to improved decision-making on the field
- Managed budgeting tasks for the rugby program by overseeing expenditures while maintaining an efficient allocation of funds throughout the season
- Increased player motivation through the establishment of clear objectives, expectations, and regular feedback sessions
Strategy & Operations Business Manager
Commonwealth Bank of Australia
01.2020 - 01.2020
- Leveraging coaching skills to uplift capability of the Financial Assistance Solutions (FAS) business at Commonwealth Bank to embed transformational change, reduce risk and improve performance
- Strategic creation of Group Skills Coaching training sessions to Team Leaders and front-line teams
- Work closely with key change management stakeholders to ensure that coaching topics are aligned to strategic and transformational change initiatives
- Influence Team Leaders, Senior Managers and Executive Managers to identify key risk and business performance themes to inform group skills coaching priorities
- Embed Coaching capability across the FAS business to enable us to meet our service promise
- Play a critical role in shaping the business coaching team by identifying continuous improvement and innovation opportunities to strengthen the way we govern, prioritize, develop content, and deliver 1 on 1 coaching.
Coach of Stores & Specialty Banking
Suncorp Bank
01.2017 - 01.2020
- Responsible for 25 direct reports, including Bank Tellers, Personal Bankers, Senior Personal Bankers, and Branch Managers
- Accountable for Store KPI’s, Customer Satisfaction, and Growth in new Business revenue
- Delivery of key focus areas across Customer, Risk, People & Performance measures as defined in Role Scorecard metrics that drives Business outcomes, Individual & Team performance
- Support & lead the embedding of Blended Distribution & Future Workforce planning models within Branches
- Drive high performance within direct report frontline employees & lenders through effective coaching
- Driving excellent customer engagement by creating clear strategy that drives purpose for team members to successfully contribute in a positive way that leads to exceptional customer service
- Create and develop strategies to drive home lending growth and retention, transaction growth deposits, small business lending, customer satisfaction, NPS, customer protection and direct portfolio growth
- Imbedding team awareness to understand importance of risk requirements.
Bank Manager (Multi Site)
Westpac Group
01.2015 - 01.2017
- Responsible for inspiring and leading diverse teams of 15 employees across 3 locations, that meet customers’ needs across Personal Banking, Business Banking and Wealth Management
- Accountable for managing balance sheet growth for Home Loans, Deposits, Customer Net Growth, Customer Service, Consumer Finance, My Bank Customers, and Insurance
- Passionate about every customer interaction, putting the customer at the forefront of everything we do
- Building strong relationships within the community and developing new business ideas to assist in overall performance
- Liable for overall compliance standards of branches with correct procedures adhered to in all instances.
Home Finance Manager
Westpac Group
01.2014 - 01.2015
- Accountable for building relationships and delivering superior service through knowledge of mortgage products and services
- Providing professional financial advice by meeting with customers and deepening customer relationships through quality needs-based conversations, exploring customer’s financial goals
- In depth understanding of consumer markets and at every available opportunity talk to local referral partners and understand their customer base to build business acumen
Premium Bank Relationship Manager
Westpac Group
01.2014 - 01.2015
- Manage portfolio's of customers, grow value through satisfying needs and ensure that high customer satisfaction levels are constantly maintained
- Ensure timely delivery of products and services and support marketing campaigns
- Proactive customer contact: Responsible for retaining client base by proactively reviewing, identifying, and delivering financial solutions that suit customer needs
- Providing high level of customer service and advocacy with every interaction.
Professional Rugby Player
Australia Rugby Union
01.2013 - 01.2014
- Train regularly to maintain peak physical fitness and rugby skills
- Participate in team practices, meetings, and events as required
- Follow the guidance of coaching staff and support personnel to improve individual and team performance
- Compete in matches with determination, sportsmanship, and respect for the game.
- Adhere to team policies and standards regarding behavior, conduct, and appearance.
- Serve as a positive role model for fans, especially youth players aspiring to a career in rugby
- Participate in community outreach initiatives and promotional activities to support the growth of the sport.
Professional Rugby Player
Waikato Rugby Union (WRU)
01.2012 - 01.2013
- Train regularly to maintain peak physical fitness and rugby skills
- Participate in team practices, meetings, and events as required
- Follow the guidance of coaching staff and support personnel to improve individual and team performance
- Compete in matches with determination, sportsmanship, and respect for the game
- Adhere to team policies and standards regarding behavior, conduct, and appearance
- Serve as a positive role model for fans, especially youth players aspiring to a career in rugby
- Participate in community outreach initiatives and promotional activities to support the growth of the sport.
(Cadet Programme) Westpac
Westpac Group
01.2011 - 01.2013
- Responsible for acquiring & managing new and existing customers
- Reviewing business opportunities, completing financial analysis, and maintaining current business, moving forward
- Building deeper and meaningful relationships with new and existing customers
- Used critical thinking to break down problems, evaluate solutions and make decisions.
Waikato Institute of Technology
Wintec (Student)
01.2009 - 01.2013
- Student - Studying a Bachelor of Business Studies
Education
NCEA Level 1, 2 -
Hamilton Boy’s High School
New Zealand11.2007
Skills
- Analytically minded, create solutions, courses of action, and recommendations by leveraging information base to identify key issues Compare data and determine cause-and-effect relationships to inform strategic decisions
- Taking accountability for approach and ensuring high-quality outcomes are integral to my commitment A catalyst for change management, I drive transformation through effective coaching aligning with strategic change initiatives
- Proficient in overseeing, managing, and tracking key performance indicators
- Excel in utilizing coaching one-on-one development and action plans to uphold high level of accountability
- Management of FTE within expansive teams, coupled with overseeing recruitment, deployment, and resource management
- Skilled at influencing and gaining buy-in from others, adept at identifying opportunities to enhance business outcomes
- Forge relationships by thoroughly researching options and solutions that align with business objectives
- Communication - Convey and explain information, coherently and confidently both oral and written
- Taking accountability for approach and ensuring high-quality outcomes are integral to my commitment A catalyst for change management, I drive transformation through effective coaching aligning with strategic change initiatives
- Exemplary project management skills demonstrated through the successful planning, execution, and embedment of complex initiatives within established timeline and resource parameters
- Communication - Convey and explain information, coherently and confidently both oral and written
Professional Development
- Certificate in Sport & Recreation from the Waikato Institute of Technology
- Certificate IV & V in Financial Services from Deakin Prime
- Certificate in Coaching & Mentoring from the Australian Institute of Business
- Professional Banking Fundamentals FINSIA
- Maximus International Leadership II & III Program
- Diploma in Business Management from the Waikato Institute of Technology
- RG146 Accredited for Personal Advice
- Westpac Annual Award Winner for Emerging Leader
- Level 2 Coach from Rugby Australia
- One Young World – World youth leadership conference delegate and guest speaker for improving the education and sustainable development for indigenous populations on financial literacy. Conference held in Johannesburg, South Africa
Personal Information
- Age: 35yrs
- Nationality: New Zealander
Hobbies and Interests
- Rugby, 7’s Rugby, 2010-2013, New Zealand 7’s Training camp, Waikato 7’s team member
- Representative Rugby, 2012 - 2013, Waikato Professional Rugby Player, 2014 - 2015, Sydney Stars National Rugby Championship (NRC) Player
References
Provided upon request
Timeline
Manager Business Bank – Customer Experience, Distribution & Banker Delivery
Suncorp Bank
01.2022 - Current
Rugby Coach
The Scots College
01.2022 - Current
Rugby Coach – Brisbane Grammar
Brisbane Grammar
01.2021 - 01.2021
Advisor Performance Frameworks
Suncorp Bank
01.2020 - 01.2022
Strategy & Operations Business Manager
Commonwealth Bank of Australia
01.2020 - 01.2020
Coach of Stores & Specialty Banking
Suncorp Bank
01.2017 - 01.2020
Bank Manager (Multi Site)
Westpac Group
01.2015 - 01.2017
Home Finance Manager
Westpac Group
01.2014 - 01.2015
Premium Bank Relationship Manager
Westpac Group
01.2014 - 01.2015
Professional Rugby Player
Australia Rugby Union
01.2013 - 01.2014
Professional Rugby Player
Waikato Rugby Union (WRU)
01.2012 - 01.2013
(Cadet Programme) Westpac
Westpac Group
01.2011 - 01.2013
Waikato Institute of Technology
Wintec (Student)
01.2009 - 01.2013
NCEA Level 1, 2 -
Hamilton Boy’s High School
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