Summary
Overview
Work History
Education
Skills
Accomplishments
Personal Information
References
Certification
Timeline
Generic

Paul Duncan Bowie

Melbourne,Victoria

Summary

As an experienced people leader in financial services and outsourcing for top-tier clients, I excel at creating positive and supportive environments within high-achieving teams. My in-depth knowledge of operations in the outsourcing industry and substantial BPO management experience allow me to identify strengths and weaknesses and implement strategic systems to enhance productivity and profitability. I have a proven track record of surpassing expectations in start-up and troubled operations. I am skilled at boosting morale, engaging staff, and providing effective mentoring and development opportunities.

Overview

18
18
years of professional experience
1
1
Certification

Work History

Contact Center Manager

Probe Group CX
08.2020 - Current
  • I am responsible for overseeing operations and maintaining client relationships for a diverse portfolio of clients. This includes managing accounts for companies such as Asahi Beverages, Amex Corporate Card, Aus Post, Bapcor, Burson Automotive, Audi, AMP, Honda Automotive and Motorcycles, Ducati Australia, Wilson Security and Parking, Universal Music Group, and Telstra.
  • Leading a team of over 100 onshore and offshore staff members responsible for crucial services such as social media and marketing, case management, complaints management, customer service, sales, and e-commerce platforms.
  • Empowering and guiding new clients through seamless onboarding processes and managing projects with precision and excellence.
  • Implementing a governance framework and analyzing reports and activities to identify data insights for informed business decisions
  • Ensuring financial accountability to meet targets and key performance indicators
  • Developing and maintaining strong client relationships by providing valuable feedback, identifying new business opportunities, and suggesting ways to improve customer experience, reduce costs, and increase sales and client profit margins
  • Working with key stakeholders to streamline activities, assess and challenge change initiatives, and lead the team through change while maintaining operational effectiveness
  • Work within a dynamic, varied, complex, and time-critical environment to the highest quality standards without compromising risk and service costs.
  • Deployed to other clients' onshore and offshore accounts to review operational processes, share best practices, and enhance client relationships.
  • Support and assist Team Leaders with their people management functions and responsibilities. Ensure all people management responsibilities for the teams are completed effectively and on time. Develops team members to meet their potential, career goals, and the organization’s goals.
  • Coordinating contract changes and renewals, reviewing and negotiating contract terms, ensuring accurate and timely invoicing and payment processing, managing vendor or client relationships, and identifying and mitigating financial risks related to CPI increases.

Operations Manager

Startek
01.2018 - 08.2020
  • Direct management of 140 staff and responsible for the operations of a fast-paced banking client (Westpac Group, including Bank of Melbourne, Bank of SA, and St. George) across multiple brands and staffing groups, handling an excessive 100,000 calls monthly.
  • Drive consistency in operational disciplines to ensure the delivery of site outcomes and performance metrics while continuing to challenge the status quo.
  • Enforce and implement company procedures and policies and provide support across projects, change, investigations, and performance initiatives.
  • Manage relationships with key internal and external stakeholders and coordinate issue management and resolution across technology, HR, WFM, and Quality Assurance teams.
  • Support 1st order change management & delivery by ensuring leaders and bankers are well-equipped.
  • Govern quality, risk, compliance, process, policy, procedure, and role responsibilities.
  • Provide leadership and mentoring to all staff to nurture them into leadership and support roles.
  • Create, deliver, and present monthly and quarterly business reviews to clients.
  • Manage gross margin profitability, budget finances, and meet clients' contractual requirements.
  • Undertake FTE baseline planning, GOS projections, shrinkage, rostering, scheduling, and attrition planning.
  • Engage in hands-on operations tasks such as performance management, continuous improvement strategies, and sharing best practices to improve results and CX.
  • Empowering employees to take ownership of their responsibilities increases accountability and improves performance outcomes.

Senior Manager

Aegis Global
05.2017 - 12.2017
  • Direct management of 20 bankers.
  • Responsible for overall business performance.
  • Driving activities to achieve business performance through inspirational team leadership, cross-channel collaboration, and strategic business development activities.
  • Leading and inspiring the team to be successful.
  • Managing metrics and ensuring customer satisfaction.
  • Responsible for the operational implementation of new financial products or product changes.
  • Build strong relationships and work collaboratively to strengthen service delivery across all business units and to our external partners.

Sales Project Manager

Aegis Global (St George Asset Finance)
01.2017 - 10.2024
  • Delivering strategic initiatives in the pipeline
  • Support and drive team performance and instil high-quality customer service.
  • Identify, document, and manage project risks
  • Create regular status reports to be communicated both internally and externally to stakeholders.
  • Contribute, lead and manage continuous improvement business process initiatives.
  • Create, define and implement new techniques for lead-generation referral programs.

Senior - Outbound Team Leader

Aegis Global (Westpac Group-Bank of Melbourne, Bank of SA & St. George)
11.2009 - 01.2017
  • Direct management of 20 bankers.
  • Launching over 17 new programs and campaigns for the Westpac group.
  • Publishing and maintaining reporting includes Gross margin profitability, team, and campaign performance, and sales volumes/conversion rates.
  • Maintaining team results through changes, including FOFA regulations and scripting changes.
  • Phone screening and recruitment for all inbound & outbound staff.
  • Client relations with internal and external stakeholders.
  • Identifying areas of opportunities to better improve the business for direct reports.
  • Day-to-day dialer management and lead allocation.
  • Providing coaching and mentoring bankers to ensure adherence to the sales process and compliance standards.
  • Analyzing and interpreting statistical information to provide relevant stakeholders with accurate weekly performance reporting.

Team leader, Mortgage Broker, Account Manager

Back2black Finance
05.2006 - 08.2009
  • Working with various lenders to identify the best deal for homebuyers.
  • Evaluate credit history, tax information, and bank statements for financial status.
  • Act as an intermediary between lender and applicant who wishes to apply for a mortgage.
  • Ensuring compliance and regulatory requirements are met in accordance with banking and finance laws.
  • Income verification and credit history assessment of the applicant.
  • Follow-ups with lender and client during the approval process.
  • Explain the legal aspects of the loan to the applicant as well as the terms and clauses applicable.
  • Management of customer applications in products such as IVA’S, Trust Deeds, Debt Management, Sequestration, and Bankruptcy.

Education

Diploma of Financial Planning -

RG 146 DFS 1-AIE, DFS 1 - FPF, DFS 2 - Life Insurance and Financial Planning -

Cert IV in Frontline Management -

COPC Customer Operations Performance Center -

High School Diploma -

St Bedes
Melbourne, VIC

Skills


    Excellent communication and consultancy skills
    Outstanding staff management skills
    Sound judgment and business acumen
    Ability to achieve set targets
    Planning and time management skills
    Training, development, and coaching
    Call centre matrix (inbound & outbound)
    Staff recruitment
    Workforce Optimisation / Resource planning
    RG-146 financial advice
    Resilience, Emotional intelligence
    Data analytics
    A people leader
    Reliable and honest work ethic
    Exceptional understanding of financial products and services
    Team orientation and staff management
    Dialer management (Aspect, Unified, Noble Pure Cloud)
    Very strong interpersonal skills and the ability to work with a diverse range of people
    Building high performing sales teams
    Client management and relations
    Attrition & shrinkage management

Accomplishments

  • Achieving and exceeding profitability targets from 30% to 60% gross margin.
  • Awarded the Annual in-house overseas trip for being the top-performing team leader for 4 years consecutively.
  • Kudos Annual Star Award 2015: Leadership Finalist & Winner.
  • NPS results for 2015: 60% across all outbound programs.
  • Exceeding Sales conversion rate of over 90% YTD since FOFA regulations changes for credit card/personal retention campaign.
  • 70% increase in loans financed from $462,484 to $7,816,374
  • 262% growth in leads referred & 600% growth in conversion rate from FY17 Q2 TO FY18 Q3.
  • $4.8 million revenue per annum based on CPA Model in line with client GOS requirements and work order requirements.
  • Created a multi-skill enterprise to handle business banking/ consumers blended environment to handle an extra 20,000 calls PM without increasing staff but increasing profitably by 15% at the same time.
  • Staff engagement increased by 62% through career pathing, up-skilling & development while maintaining an agile environment and promoting staff ownership on all hygiene measures.

Personal Information

Title: Business Process Outsourcing - Operations Manager

References

Available upon request

Certification

Diploma of Financial Planning

RG 146 DFS 1-AIE, DFS 1 – FPF, DFS 2 – Life Insurance and Financial Planning

Cert IV in Frontline Management

COPC Customer Operations Performance Center

Timeline

Contact Center Manager

Probe Group CX
08.2020 - Current

Operations Manager

Startek
01.2018 - 08.2020

Senior Manager

Aegis Global
05.2017 - 12.2017

Sales Project Manager

Aegis Global (St George Asset Finance)
01.2017 - 10.2024

Senior - Outbound Team Leader

Aegis Global (Westpac Group-Bank of Melbourne, Bank of SA & St. George)
11.2009 - 01.2017

Team leader, Mortgage Broker, Account Manager

Back2black Finance
05.2006 - 08.2009

Diploma of Financial Planning -

RG 146 DFS 1-AIE, DFS 1 - FPF, DFS 2 - Life Insurance and Financial Planning -

Cert IV in Frontline Management -

COPC Customer Operations Performance Center -

High School Diploma -

St Bedes

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