Summary
Overview
Work History
Education
Skills
Accomplishments
Timeline
Generic

Rebecca Brown

Sydney,NSW

Summary

Forward-thinking leader skilled at operating efficiently to meet business goals with progressive advancement around building team capability and implementing and driving change across multiple business units. Focused on stakeholder engagement to ensure consistent and seamless delivery of operational change whilst focusing on a risk-free culture.

Overview

12
12
years of professional experience

Work History

Operations Manager

Westpac
01.2024 - Current
  • Developed and maintained relationships with Senior Leaders and key stakeholders across the value chain of Remediation Delivery
  • Developed systems and procedures to improve operational quality and team efficiency - implementation of CRC, Verbal Payment Instructions, the Customer Hub.
  • Facilitated smooth collaboration between departments through clear communication channels.
  • Developed and implemented strategies to maximise customer satisfaction - streamlining of the Customer Hub, creating opportunities for customers to choose their communication channel VPI Implementation.
  • Arranged and supported specialists and leader training initiatives aimed at upskilling the workforce to meet ongoing changes to Remediation Delivery.
  • Directed initiatives to improve overall business strategy.
  • Spearheaded process improvements, resulting in increased greater flexibility to support a larger volume of work and customers
  • Implemented process improvement to shape SAO, optimise procedures for higher efficiency and help SAO remain future proof and able to evolve and grow.
  • Led successful change initiatives, ensuring seamless transitions during team changes and restructuring efforts.
  • Developed robust contingency plans to ensure business continuity during unforeseen disruptions.
  • Interacted well with specialists and SME's across the business to build connections and nurture relationships.
  • Reviewed Remediation Delivery strategic plans and developed SAO goals and processes to support the future state of the team
  • Led the business and leaders directly and indirectly through a number of updates, changes, process improvements

Change Enablement Lead / Manager

Westpac
08.2020 - 01.2024
  • Leading multiple change initiatives across multiple business units
  • Managing multiple portfolios of change impacting BDBS
  • Covid-19 Change – Communications, remediation activities inc outbound calling
  • Deregistered Companies
  • All Digital change
  • Credit and Debit Cards
  • Daily Communication to all our BDBS bankers and stakeholders
  • Implemented multiple Covid-19 activities into BDBS – Dedicated JobKeeper team and phone line, SMERLS referral process, SME Government Guarantee Loan
  • Played a critical role in establishing the Centre of Excellence team who are running the BDBS remediation activities, including Covid, ESR/GSR and Deregistered Companies Outbound Calls
  • Engaged with multiple stakeholders every day to ensure change and communication is implemented smoothly and was captured well for the BDBS business
  • Impact assessed and created a resource plan for Centre of Excellence team to ensure our business was staffed appropriately for upcoming remediation campaigns
  • Managed risk and controls on all change implemented in the business
  • Liaised with multiple Risk, Legal and Compliance teams on a daily basis to ensure we capture all risks in our activity whilst maintaining a customer and risk focused business.

Acting National Manager – Generalist Service

Westpac
02.2020 - 08.2020
  • Managing multiple teams across multiple sites to deliver exceptional service to Westpac, St George, Bank of Melbourne and Bank SA customers
  • Coordinate Full Time, Part Time and Casual bankers to achieve Grade of Service across different business/skill lines
  • Established an Outbound team to coordinate calls to Bushfire impacted customers
  • Engage with multiple stakeholders to ensure new initiatives, change, and risk is managed confidently for both customers and bankers
  • Lead multiple leaders across different sites regarding productivity to recover from Covid-19 impact to call volume
  • Manage the business across multiple brands, skills and sites to ensure coverage whilst sending over 80% of our workforce to work from home.

On-boarding - Team Leader

Westpac
08.2018 - 02.2020
  • Created a welcoming, engaging, environment that gave new hire bankers an opportunity to grow and development in Business Bank Customer Care
  • Mentor these individuals throughout the first 3 months of their career, provide assistance in closing knowledge gaps and providing bankers an opportunity to grow in their career
  • Run multiple workshops for bankers across multiple topics/initiatives introduced to the business
  • Challenged ideas on how training should be conducted and identified ways to constantly adapt the approach the business took when planning training pathway
  • Liaising with the Recruitment team to ensure the business were getting top quality candidates and challenging the way how interviews and assessment centres were conducted.

Team Leader

Westpac
01.2017 - 07.2018
  • Mentored and guided bankers ensuring all were trained in product knowledge and had the capabilities required to perform tasks on behalf of their customers
  • Demonstrated knowledge of Westpac's Vision, purpose, goals, and the ability to help employees successfully achieve them
  • Assumed the criteria and responsibility of a team leader by creating a more productive/effective team of bankers in the business to grow and exceed all sales, plans, and goals
  • Coached bankers on their career goals and work with them to achieve this
  • Engaged with the team to create a dynamic environment that promoted effective working environments and exceptional results
  • Worked with Stakeholders to ensure the bankers were adhering to the standards and available for the customers when they need us the most.

Knowledge Expert

Westpac
01.2016 - 12.2016
  • Responding to escalated or complex enquiries both verbally and via a Skype functionality
  • Responsible for multiple masterclasses in which to ensure not only were correct procedures were followed but any knowledge gaps closed out
  • Constantly liaising with both team managers and stakeholders Ensuring all new business practices were successfully implemented and followed by bankers
  • Complaint management and resolution through empathetic communications – both on real time escalated calls and customer follow ups.

Banking Representative

Westpac
09.2014 - 12.2015
  • Take a high volume of inbound calls daily providing exceptional customer service
  • Be knowledgeable in all aspects of WESTPAC products; including policies and procedures
  • Diffuse/de-escalate customer complaints
  • Excel in KPI specific targets in relation to Net Promoter Score, Adherence To Schedule, Customer Needs Met
  • Create exceptional end to end service in all aspects or servicing a business customers enquiry
  • Maintain a positive attitude through the day Lead and support other co-workers.

Client Services Coordinator

AV 24/7
01.2012 - 12.2013
  • First Point of contact
  • Booking and organising shipments of equipment nationally
  • Booking events
  • Quoting AV equipment for corporate events
  • Liaising with clients on a daily basis
  • Order and maintain stationary and office supplies
  • Assist the Director with all his requirements
  • Update and manage the events calendar
  • Invoice clients and Raise PO's
  • Take Credit Card payments over the phone
  • Oversee and Maintain filling of all documents
  • Contact and Book technicians for events.

Education

No Degree - Operations Management

Australian Online Courses
Sydney, NSW
07.2024

Certificate III & IV Sport, Fitness and Recreation: Personal Training -

Tafe NSW
Sydney, NSW
12.2010

Loyola Senior High School
01.2009

Skills

  • Provide a motivating and driven environment for colleagues and specialists
  • Exceptional leadership qualities
  • Communication Skills
  • Strong problem-solving capabilities
  • Employee Motivation
  • Drive high performance
  • Team Leadership
  • Decision-Making
  • Strategic Planning
  • Continuous improvements
  • Influencing skills
  • Customer Focus
  • Stakeholder Management
  • Performance Coaching

Accomplishments

  • Living the Values Award 2016 - Nominee
  • Summer of Service Winner 2017 - Achieved 150% above baseline CNM's through delivering a 'Diversity of Needs' across the team to achieve a great experience for our customers.
  • Team Manager of the Year - Nominee 2018
  • 2 x Star Award Winner - Community
  • Over 2 years I have ran an initiative across the Business Bank Customer Care to raise money for Westmead Children's Hospital and Beyond Blue. This included gathering a team of 30 bankers/leaders to complete the City 2 Surf, whilst conducting fundraising activities across our business through BBQ's, Dress Up Days and Trivia Nights with all profits benefiting these charities.
  • Built the Business Academy team - creating an engaging, highly supportive, knowledgeable space for our bankers to grow and develop
  • Assisted in developing and writing the content for our Business Training to help support our bankers within their journey
  • Communicated a Daily Update to all Business Direct and Business Services teams over the past year to ensure they were well informed of the fast-moving changes for Covid-19

Timeline

Operations Manager

Westpac
01.2024 - Current

Change Enablement Lead / Manager

Westpac
08.2020 - 01.2024

Acting National Manager – Generalist Service

Westpac
02.2020 - 08.2020

On-boarding - Team Leader

Westpac
08.2018 - 02.2020

Team Leader

Westpac
01.2017 - 07.2018

Knowledge Expert

Westpac
01.2016 - 12.2016

Banking Representative

Westpac
09.2014 - 12.2015

Client Services Coordinator

AV 24/7
01.2012 - 12.2013

No Degree - Operations Management

Australian Online Courses

Certificate III & IV Sport, Fitness and Recreation: Personal Training -

Tafe NSW

Loyola Senior High School

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