PATRICIA CROSS

• Manage all operational aspects of the First Title business by enabling, improving and optimizing overall service delivery and customer experience
• Development of plans, budget adherence and project management for internal and external stakeholders
• Client relationships and governance meetings
• Risk and compliance obligations and programs including CSIA and Internal Audits
• Service delivery of IT projects to meet customer expectations and SLA requirements
• Resolution, remediation, and development of improved controls for complaints / risk events
• Targeted customer outcomes
• Processes and procedures
• Staff engagement and performance of operational teams
• Service levels utilizing AOM

• Achieved team retention and performance targets.
• Provided coaching and feedback on employee performance, encouraging professional development.
• Conducted regular performance reviews to assess individual team member progress.
• Developed strategies for problem solving and conflict resolution among team members.
• Monitored daily workflow to ensure adherence to established policies and procedures.
• Established clear expectations for employees, providing guidance when needed.
• Held weekly staff meetings to review project updates, discuss issues, and brainstorm solutions.
• Coordinated team activities and delegated tasks to ensure efficient completion of projects.
• Assisted with recruitment efforts by interviewing potential candidates and providing input on hiring decisions.
• Collaborated with other departments to ensure alignment of goals across teams.
• Maintained a positive work environment that promoted collaboration between team members.
• Ensured compliance with all safety regulations in the workplace.
  Resolved customer complaints in an effective manner while maintaining a high level of customer service.
• Implemented changes in response to changing business needs or customer demands.
• Facilitated communication between cross-functional teams within the organization.
• Participated in regular meetings with senior leadership to provide updates on team progress.
• Developed and implemented comprehensive training programs for new staff members.
• Created and maintained a database of employee training records.
  Conducted assessments to evaluate the effectiveness of current training methods.
• Designed and produced instructional materials, such as handouts, manuals, audiovisual aids, computer tutorials.

• Managed a department of 40+ agents and ensured they met their monthly targets whilst business recruited for external applicant
• Trained, onboarded and supported Call Centre Manager new hire as part of their onboarding process
• Provided leadership, development and coaching of Team Leaders and Agents
• Actively engaging and supporting the development of the team to ensure better
  performance and succession planning.
• Worked extensively within Coxswains project implementation as the Head of Retention representative
• Mentor and support Team Leader Retention peers

Skwirk is an online educational resource, supplied to schools, teachers, parents and students around Australia. Skwirk has over 1,200 schools and 200,000 students nationally as current subscribers.

• Leadership across the National Field Sales and Internal Support teams
• Development of Relationship Management culture
• Setting of and adherence to budget, sales targets and bonus structures across teams
• Building sales metrics and reporting mechanisms
• Creation and mapping of process for each team
• Designing sales documentation and process, leading to improved sales and conversions
• Change management across all areas / staff within business
• Mentoring, motivating, coaching, training and support of Team Leaders and Staff
• Performance management of Field Staff and adherence to sales targets
• Ensure cross team collaboration and cohesiveness
• Creation of WH&S policy

Generation of succession plan

• Management of and service and support to, a Franchisee regional network segment, consisting of a group of individual franchised businesses
• Ensuring optimum performance achieved at Franchisee and State level through the successful harvesting and development of exclusive opportunities
• Relationship development and management with all internal and external stakeholders
• Assisted Franchisees with development of Business Plans, Marketing Plans and Budgets
• Onboarding of new Franchisees and staff, including rollout of internal platforms and operating systems, policy and procedures, compliance, external relationship establishment

• Relationship Management (Aon & CGU)
• Coaching and Team Management
• Management Reporting
• Compliance with developed FSRA, CSA & audits
• Project Management & Process Improvement
• Change Management
• Event Management & Corporate Events
• Staff Training (incl Tier 1) and Development
• HR, including OH&S, induction, mentoring, guidance & development
• Creation of WH&S team, policy and procedures
• Performance Reviews, Performance Management & staff motivation
• Renewal retention & NB sales targets
• Technology equipment, solutions & training
• Administration & reconciliation requirements
• Budgetary control
• Develop and manage monitoring of work states & workflow processes
• Produce all system reporting, monitor all system reports and errors
• Gross Written Premium: $50,000,000
• Policy transactions: 26,000
• Staff (Direct): 20 (Indirect): 30
  
  2002 - 2002
  Territory Manager, Westpac Bank (VACC) sold to CGU
  
  2001 - 2002
  Territory Manager, Motor Trade Direct (VACC) sold to CGU

IAMA Insurance Brokers (as JV with AEI)

• IAMA Limited was Australia's largest rural merchandiser prior to acquisition by Wesfarmers
• Whole of account responsibility, Corporate Insurances - IAMA Limited
• T/O > $1billion
• Marketing and placement of hard to place risks on behalf of IAMA IB field staff