Michael Fisher
Avalon Beach
Summary
Professional leader with comprehensive experience in driving operational excellence and strategic growth. Proven track record of fostering team collaboration and achieving impactful results in dynamic environments. Skilled in navigating complex challenges, optimizing processes, and cultivating positive workplace cultures. Known for adaptability, effective communication, and strong decision-making abilities.
Overview
22
22
years of professional experience
1
1
Certification
Work History
General Manager Performance and Optimisation
AIA Australia
11.2024 - Current
- Enterprise Business Intelligence – end to end Life Insurance, Health Insurance, Wellness (AIA Vitality) and Group Partner reporting and insights
- Operational Regulatory Reporting - APRA LRS750, APRA IDII, ATO s353-10, LCCC, APRA SRS251 and ASIC IDR (RG271)
- Voice of the Customer (CES, CSAT) - program development, insight generation, optimisation and governance
- Operational Continuous Improvement - program development, optimisation and governance
- Shared Services management (~$14m OPEX)
- Workforce Planning
- Strategic Projects
- Core Data Transformation (Business Sponsor) – rebuild of entire enterprise data model, semantic layer and visualisations in Azure / PowerBI; rationalisation of 11 legacy on prem. data stores and +6,000 reports/extracts
- Deployed Workforce Management (ActiveOps) – across OPs environment targeting $1.2m open reduction in 2025.
- Shared Services - managed budget, contract negotiations and continuous improvement for $14m pa of shard services contracts. $x m opex reduction in 2025.
- Implemented effective cost-saving measures to reduce overhead expenses without compromising quality or service.
- Implemented operational strategies and effectively built customer and employee loyalty.
- Managed budget development, forecasting, and financial reporting processes to track progress towards organizational objectives accurately.
General Manager Enterprise Performance, Reporting & Insights
AIA Australia
11.2022 - 11.2024
- Enterprise Business Intelligence – end to end Life Insurance, Health Insurance, Wellness (AIA Vitality) and Group Partner reporting and insights
- Operational Regulatory Reporting - APRA LRS750, APRA IDII, ATO s353-10, LCCC, APRA SRS251 and ASIC IDR (RG271)
- Voice of the Customer (CES, CSAT) - program development, insight generation, optimisation and governance
- Performance management governance across Customer: Operations; Retail, Direct and Group Distribution; and Shared Value and Marketing business units
- Strategic Projects
- Core Data Transformation (Business Sponsor) – rebuild of entire enterprise data model, semantic layer and visualisation in Azure / PowerBI; rationalisation of 11 legacy on prem. data stores and +6,000 reports/extracts
- 40% cost out of integrated business performance, reporting and insights teams
- Managed a diverse team of professionals, fostering a positive work environment and high employee satisfaction.
- Monitored financial performance, set budgets and controlled expenses to provide financial stability and long-term organizational growth.
Head of Customer Operations Business Performance / Strategic Planning and Delivery
AIA Australia
07.2020 - 11.2022
- Strategic development and business planning for Claims, Underwriting and New Business Administration, Contact Centre, Vitality, Retention and Customer and Digital Engagement
- Performance management governance across Customer Operations
- Voice of the Customer (CES, CSAT) - program development, insight generation, optimisation and governance
- Operational Continuous Improvement - program development, optimisation and governance
- Strategic Projects
- Super and Investments business sale – remain co. stream Sponsor
- Technology, Digital and Automation Program – KPI performance reporting and forecasting (lead), Customer business unit initiative business casing and benefit tracking
- Retail Buy Customer Journey Transformation – operational continuous improvement and viability stream
- Life Claims Customer Journey Transformation – operational continuous improvement and viability stream
- Claims Automation Program – Business Lead (successfully influenced the early cessation of the program due to poor investment economics and strategic misalignment)
- 20% cost out strategy post CommInsure integration (Customer business unit lead; enterprise program tracking and reporting)
- Design and delivery of a Productivity Habits and Behaviours Program - rollout of basic lean problem solving, VMBs and huddles across all operations and LSS Green Belt training program
- Organized and detail-oriented with a strong work ethic.
- Used critical thinking to break down problems, evaluate solutions and make decisions.
- Developed and maintained courteous and effective working relationships.
- Demonstrated strong organizational and time management skills while managing multiple projects.
Executive Manager CommInsure Strategy
CommInsure
04.2018 - 07.2020
- Development of the CommInsure strategic agenda and business plan
- Management of the CommInsure Portfolio Review Group – BAU project portfolio investment prioritisation and tracking
- Strategic Projects
- CMLA Separation Program Customer Data Separation and Governance (Stream Lead) - 18 month project; 163 systems
- Strategic Development:
- AIA/CBA Bancassurance strategy and distribution model
- AIA/CBA joint business plan development
- Income Protection Portfolio sustainability strategy (for APRA)
- ‘Compassionate Home Loan Relief’ – a bank funded short term death and terminal illness home loan feature
- CBA white-labelled direct insurance product
- CBA white-labelled health insurance product
- Customer Centric Design ideation program:
- Propositions at the intersection of financial and physical wellbeing
- Next generation digital self-directed insurance acquisition model
- ‘Young Starter Kit’ - packaging Health Insurance, AIA Vitality and CBA Financial Wellbeing tools with funded wearable technology
- Implemented data-driven decision-making processes to drive continuous improvement in overall company performance.
- Created, managed, and executed business plan and communicated company vision and objectives to motivate teams.
Executive Adviser to Managing Director
CommInsure
03.2016 - 04.2018
- Day to day strategic, business management and execution support to the Managing Director (MD) of CommInsure including:
- Strategic advice on urgent matters
- Monitoring key CommInsure projects, initiatives and risks
- Management of the CommInsure Portfolio Review Group – BAU project portfolio investment prioritisation and tracking
- Running the MD Office including managing the CommInsure leadership team meetings and scrums
- Internal and external MD communications
- Supporting development and drive of CommInsure’s strategy and people plan
- Supporting management and delivery independent board requirements including writing Board reports and papers
- Strategic Projects
- Life Review Program (multi-year business wide program to respond to media allegations and associated regulator, customer and business partner responses)
- Royal Commission, House of Representatives and Parliamentary Joint Committee inquiry submissions, briefing notes and appearance preparations
- Expense management initiatives
- Bank channel engagement
- CommInsure life business sale activity
- High Level Separation Plan (lead)
- Vendor Due Diligence (lead)
- Management presentations (lead)
- Buyer Information Pack development (support)
Executive Manager - Strategic Development
CBA Wealth Management
10.2013 - 02.2016
- Development of the CBA Wealth Management (WM) strategic agenda and supporting management of the annual strategic planning process across WM (Colonial First State, Colonial First State Global Asset Management, CommInsure and Advice)
- Developing business opportunities through objective analysis and fact-based solutions to solve key business challenges
- Project management and execution in conjunction with key stakeholders
- Board reporting and Director briefings
- Supporting direct and broader team professional and personal development by driving the strategy team development agenda
- Strategic Projects:
- Group-wide Independent Financial Adviser (IFA) strategy: market sizing and segmentation, growth and contestability analysis, opportunity development, solution design, business case development and securing $27m in Group funding
- Cohesive IFA Distribution: analysis and development of a cross business unit IFA distribution model and consultative sales approach
- Establishing the Wealth Management customer advocacy program
- CFS Dealer Group Managed Accounts: opportunity sizing and solution design
- Commonwealth Financial Planning reassigned referrals and top planner capacity – operating model review and design
- Assessing the commercial viability of a potential partnership with a large US insurer preparing for Australian market entry strategy
- Business and Private Bank / WM engagement: opportunity sizing and prioritisation of all potential cross sell initiatives between business units.
- Platform Pricing Diagnostics: CFS competitor analysis, market segmentation, current pricing synthesis, fact base development and pricing strategy
- ETF participation strategy: evaluating the CFS ETF opportunity
Research and Stockbroking Manager
Count Financial Ltd
02.2010 - 10.2013
- Product Manager - direct equities, listed income/hybrid securities, ETFs, capital protected, structured and geared products, corporate superannuation and managed accounts
- Strategic Asset Allocation and Managed Fund model portfolio review
- Managed Accounts: solution design and implementation (project discontinued following acquisition by CBA)
- Research Analyst - Concentrated AEQ managed funds, ETFs and capital protected, structured and geared products
- Awards: 2010 Quite Achiever Award, 2010 Innovation Award and 2010 Team of the Year Award
Researcher (contract)
Count Financial Ltd
02.2009 - 11.2010
- Investment research, portfolio construction, product management and Adviser education.
Research Consultant
Count Financial Ltd
07.2008 - 12.2008
- Investment research, portfolio construction, product management and Adviser education.
Paraplanner
Count Financial Ltd
06.2006 - 11.2006
- Developing technical strategies and writing professional Statements of Advice for financial advisers
- Maintained up-to-date knowledge of industry trends through continuous professional development activities.
Member Services Consultant
Count Financial Ltd
01.2006 - 06.2006
- Answering Financial Advisers on product, technical, superannuation, social security, strategy and software
Graduate
Count Financial Ltd
01.2003 - 12.2005
Education
Master of Applied Finance -
Kaplan Professional
Sydney, NSW12.2010
Graduate Diploma of Applied Finance and Investment -
Kaplan Professional
Sydney, NSW12.2010
Graduate Diploma of Financial Planning -
Kaplan Professional
Sydney, NSW12.2010
Bachelor of Science - Information and Communication Science
Macquarie University
Sydney, NSW12.2002
Skills
- Results-oriented executive
- Leadership and Team
- Risk Management
- Strategy development
- Internal strategy consulting
- Efficient business execution
- Project management
- Business Intelligence
- Lean Six Sigma
- Agile
Accomplishments
- Supervised team of [Number] staff members.
- Collaborated with team of [Number] in the development of [Project name].
- Achieved [Result] through effectively helping with [Task].
Certification
- LSS Green Belt – Cardiff University
- Certified SAFe Product Owner – Scaled Agile
- Certified SAFe Product Sponsor – Scaled Agile
- Certified Scrum Master – Scrum Inc.
Timeline
General Manager Performance and Optimisation
AIA Australia
11.2024 - Current
General Manager Enterprise Performance, Reporting & Insights
AIA Australia
11.2022 - 11.2024
Head of Customer Operations Business Performance / Strategic Planning and Delivery
AIA Australia
07.2020 - 11.2022
Executive Manager CommInsure Strategy
CommInsure
04.2018 - 07.2020
Executive Adviser to Managing Director
CommInsure
03.2016 - 04.2018
Executive Manager - Strategic Development
CBA Wealth Management
10.2013 - 02.2016
Research and Stockbroking Manager
Count Financial Ltd
02.2010 - 10.2013
Researcher (contract)
Count Financial Ltd
02.2009 - 11.2010
Research Consultant
Count Financial Ltd
07.2008 - 12.2008
Paraplanner
Count Financial Ltd
06.2006 - 11.2006
Member Services Consultant
Count Financial Ltd
01.2006 - 06.2006
Graduate
Count Financial Ltd
01.2003 - 12.2005
Master of Applied Finance -
Kaplan Professional
Graduate Diploma of Applied Finance and Investment -
Kaplan Professional
Graduate Diploma of Financial Planning -
Kaplan Professional
Bachelor of Science - Information and Communication Science
Macquarie University
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