Summary
Overview
Work History
Education
Skills
Websites
Timeline
Generic

Renee Tedford

Brisbane

Summary

Experienced leader with strong background in guiding teams, managing complex projects, and achieving strategic objectives. Excels in developing efficient processes, ensuring high standards, and aligning efforts with organizational goals. Known for collaborative approach and commitment to excellence.

Overview

24
24
years of professional experience

Work History

Engagement Lead for Learning Services

Westpac Banking Corporation
01.2020 - Current
  • The Engagement Lead plays a pivotal role in the advice, planning, and implementation of new learning programs into the eAcademy platform. Acting as the primary point of contact for divisional stakeholders, this role is responsible for coordinating across Learning Services teams—both onshore and offshore—to ensure high-quality, consistent, and impactful learning outcomes.
  • Key Responsibilities:
  • Stakeholder Engagement & Relationship Management: Serve as the main liaison between divisional contacts and Learning Services, building strong, collaborative relationships to support the successful launch and ongoing management of eAcademy programs.
  • Program Establishment & Coordination: Work with cross-functional Learning Services teams to guide the end-to-end setup of new programs, ensuring alignment with learning goals and business needs.
  • Quarterly Program Reviews: Facilitate regular reviews with stakeholders to evaluate program effectiveness, address feedback, and identify opportunities for improvement or expansion.
  • Budget Monitoring & Reporting: Track and monitor program budgets to ensure alignment with financial targets, providing regular updates to relevant stakeholders.
  • Collaboration with Facilitation Team: Coordinate with the facilitation team to ensure programs are adequately resourced and supported throughout delivery.
  • ServiceNow (SNOW) Queue Management: Oversee and manage SNOW queues related to Learning Services, ensuring timely responses and resolutions.
  • Cross-Team Liaison: Partner with both onshore and offshore Learning Services teams to deliver cohesive and consistent learning experiences.

Learning Support Consultant

Westpac Banking Corporation
08.2016 - 12.2019
  • Responsible for the logistical support of project and business as usual learning programs to ensure a seamless delivery for participants. Maintaining strong relationships with internal and external stakeholders to align with the business strategies.
  • Responsibilities include:
  • Successful project planning & management
  • Budget Management
  • Booking of internal and external venues
  • Liaising with participants regarding attendance of programs
  • Effectively communicating changes to participants and stakeholders including external vendors
  • Preparing and delivering reporting for key stakeholders
  • Management of program materials, catering and other logistical support including AV requirements
  • Managing of participant enrolments and changes in LMS
  • Creation and support of webinar training
  • Strong communication between key stakeholders
  • Looking for more efficient ways for the Learning Experience Team to improve delivery and performance
  • Mentoring new employees to the Learning Experience Team
  • Achievements:
  • Successfully managing the logistics of over 500 programs within the Westpac group over a 2.5 year period
  • Creation of a new onboarding experience for new starters to the Learning Experience team
  • Maintaining strong interpersonal relationships with key stakeholders
  • Leading a team of three other Learning Experience Consultants to the successful roll out of the Our Customer Conversation Project to 6000 staff over a 4 month period.
  • Managing a back up webinar system to ensure the successful delivery of over 50 Our Customer Conversation Webinars when a group wide tech fault occurred late in 2018 mid rollout
  • Training and mentoring of new starters in the Learning Experience team
  • Mentoring of interns within the Learning Experience team

Staff Experience Coordinator

Westpac Banking Corporation
01.2011 - 07.2016
  • Responsible for leading internal marketing and communications campaigns within Westpac’s 200 person contact centre site in Qld. Design & implement successful and dynamic campaigns that instill engagement and strengthen our workforce to be motivated and provide exceptional experiences for both customers & shareholders.
  • Responsibilities include:
  • Event planning & management
  • Managing internal group Social Media pages for promotion of campaign & events
  • Strategic direction and responsibility of the full suite of marketing of internal communications, promotions and campaigns.
  • Devise & implement a Staff Experience Program to increase staff engagement and increase revenue
  • Develop & Manage financial budget for Staff Experience Activities
  • Drive staff attendance & engagement
  • Increase business KPI’s
  • Working as a national multi brand team to deliver consistency & best practice in all Westpac Group sites
  • Coordinating charity events with internal & external partners
  • Planning & Implementing Career Fairs for internal career progression resulting in 10% attrition rate
  • Implementation and promotion of OH&S responsibilities
  • Designing & implementation of Staff Health & Wellbeing Programs
  • Achievements:
  • Industry leading Staff Engagement outcomes (92%) across 5 Contact Centre sites nationally.
  • Measurable correlated success in increasing both Sales and Customer Satisfaction outcomes as a result of successful campaign implementation
  • Selected as part of a national search to be a part of a small team that constructed and delivered the successful bid which led to Westpac being awarded ‘Best Contact Centre World Winner 2013’, a prestigious and internationally recognised achievement
  • Constructed & implemented a successful OH&S program that was adopted nationally, across multiple Westpac Group sites, to raise the awareness of staying safe at work. Resulted in 0% LTIFR & 100% same day reporting for 2 year period.
  • Internal Career Development Program for staff which resulted in a 10% internal attrition rate
  • 72% of staff meeting quarterly scorecard via campaign activities & promotions

Team Manager

Westpac Banking Corporation
01.2002 - 01.2011
  • Responsible for managing & engaging a team of up to 20 bankers who were responsible for delivering exceptional performance whilst driving a strong sales through service culture.
  • Responsibilities include:
  • Managing a team of up to 20 sales driven direct reports, who are responsible for achieving revenue targets
  • Providing and implementing strategies to drive revenue results
  • Ensuring that there was a flawless customer service experience for all customer interactions
  • Analysis and monitoring of team results, and reacting accordingly with direction to the team as required
  • Maintaining high morale of team
  • Performance Management
  • Achievements:
  • Alfred Davidson Award Winner 2009 (Internal National Westpac Group Award of Top 120 Employees)
  • Top team nationally amongst Westpac Group Sites on KPI scorecard
  • Top team nationally for National Promoter Score (Customer Satisfaction Rate) 51% which resulted in travelling to all other national sites to coach on how to achieve this in your teams
  • Mentor for other aspiring Team Leaders in the business
  • Initial set up of new Call Centre location in Cannon Hill and also relocation to interstate

Education

Bachelor of Business & Communications -

Griffith University

Skills

10 years of experience in leading and managing teams within Westpac

  • Strong stakeholder engagement and management
  • Exceptional planning, prioritisation and time management
  • High attention to detail
  • Strong communication and influencing skills
  • Strong business acumen
  • Pinnacle Winner 2025
  • Alfred Davidson Award Winner 2009

Timeline

Engagement Lead for Learning Services

Westpac Banking Corporation
01.2020 - Current

Learning Support Consultant

Westpac Banking Corporation
08.2016 - 12.2019

Staff Experience Coordinator

Westpac Banking Corporation
01.2011 - 07.2016

Team Manager

Westpac Banking Corporation
01.2002 - 01.2011

Bachelor of Business & Communications -

Griffith University

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Renee Tedford