Melissa Rigor

• Lead the Deceased Estates and Technical teams operations function across banking, lending, superannuation and investment products
• Manage team leaders overseeing case management teams handling the administration of Deceased Estate notifications, verification, distribution, account updates, and closure processes
• Oversee Technical functions including Early Release fo Superannuation (assessing and processing requests to access funds prior to retirement that meet a condition of release) and Family Law Superannuation splits (managing account division under court orders or financial agreements)
• Drive consistency and efficiency across case management processing, achieving measurably improvements to service level agreements and quality
• Drive Operational performance through structured leadership, clear KPI's and objectives, and continuous improvement initiatives
• Coaching, develop and motivate team leaders to drive team engagement and performance
• Collaborate closely with Legal, Risk, Compliance and Product teams to ensure all regulatory obligations are met across all product types and processes, including BCOP, SIS Act, Taxation Administration Act, Privacy Act, Family Law Act, Family Law (Superannuation) Regulations, to name a few
• Lead process improvement projects that enhance customer experience, reduce case handling time, and improve efficiencies across both functions
• Foster a high-performing team culture that balances empathy and compassion for clients and their representatives, accountability and operational excellence
• Provide regular reporting to senior leadership on operational performance, risk incidents as well as preparing reports and data for quarterly MIML board meetings

• Manage the operations of the Tier 2 Complaints and Social Media Community Management teams
• Drive Contact Centre Operations with a focus on improving KPI's and Customer and Restaurant Satisfaction results
• Lead, motivate and guide a team of Team Leaders to drive team performance and efficiencies
• Focus on Continuous Improvement initiatives to empower frontline team members to drive first contact resolution
• Identify and report on escalation types and trends with a focus on improving the customer and restaurant experience
• Reduced process bottlenecks by identifying gaps and implementing new practices, procedures and performance strategies
• Maintain relationships with BPO partner ensuring focus on achieving contact centre operations metrics and customer outcomes
• Collaborate with stakeholders and business partners to improve operational excellence to drive customer and restaurant satisfaction
• Lead operations projects by engaging key stakeholders across the business
• Worked closely with the Marketing team on campaigns to help drive customer and restaurant engagement
• A member of the Menulog Leadership Group (MLG) representing the Operations Team by collectively working on achieving the overall business strategic objectives and key results
• Present to the Senior Leadership team on escalation trends and observations, as well as customer results of marketing campaigns

• Lead, coach and develop Team Members handling complaints received through Australian and New Zealand External Dispute Resolution schemes, the Australian Financial Complaints Authority (AFCA) and the Financial Services Complaints Limited (FSCL), as well as Executive Complaints. Managing day to day Call Centre operations whilst maximising efficiencies and delivering on key metrics
• Ensuring Customer First approach to complaint handling via various channels including phone, email, written communication. Establishing templates and guides on common complaint types assisting in improved complaint handling SLA's.
• Ensuring appropriate quality assurance by completing 2nd level review for all written complaint responses to customers
• Build and leverage relationships with Senior Managers and Leaders as well as business partners to ensure alignment on solutions to complaint management is in line with regulatory requirements
• Create and update processes and procedures to drive efficiencies within the team
• Focus on Continuous Improvement initiatives to drive Contact Centre operations improvements
• Maintain relationships with AML Compliance Team and overseeing fulfilment of ongoing Customer Due Diligence
• Achieved 100% Recommend Your Leader Results in annual Colleague Survey

Team Leader – Top Customer - 2014 to 2016

Team Leader – Retention Team - 2013 to 2014

Team Leader – David Jones Alliance - 2011 to 2013

Team Leader – Brand - 2010 to 2011

• Between 2010 and 2016, have led numerous Operations Team in the Customer Engagement Network which demonstrates ability to lead and drive results across various teams
• Deliver tailored and effective coaching to all Team Members and provide ongoing support and guidance to increase performance and achieve key contact centre operation metrics
• Use communication and role modeling to ensure all team members understand clearly what behaviours are required to provide extraordinary customer care
• Recruit best talent, and build Talent pipeline by identifying team members with high potential for succession planning and coaching
• Consistently and effectively implement Performance Improvement Process to help Team Members maximise their performance

• Engage and build rapport with Card Members, making recommendations and tailored card products which may be better suited to their needs and lifestyle
• Use Value Proposition to engage Card Members with their existing card product, whilst servicing their general enquiries
• Retain Card Members and make relevant offers to re-engage them with their card product and increase spend. Maintaining Save-A-Card rates of +50%