Ryan Hockin
10 Oak Grove, MOUNT EVELYN,VIC
Summary
A passionate and people-focused Customer Experience consultant with 14 years experience within NAB, including 7 years in leadership and a proven track record driving customer experience improvements and leading highly engaged teams.
A strong and dynamic communicator, highly respected among colleagues, continuously working to build strong relationships and trust through communication and collaboration.
Honest, self-reflective and authentic, adapting to the ever changing needs of the business and our people, with a passion for delivering excellence for every customer, in every interaction.
Overview
24
24
years of professional experience
Work History
Customer Experience Consultant
Customer & Colleague Services | NAB
Melbourne, VIC
07.2023 - Current
- Enabled key customer initiative deliverables, including Great Customer Conversations framework role out across Customer Operations, B&PB Banker Pulse Survey pilot, Career Expo (Jul-23), Customer Service Roadshow (Nov-23) and Customer 1st Week (Mar-24) and Voice Of Customer call listening sessions across C&CS.
- Currently leading a number of new initiatives, including NPS Detractor Customer remediation pilot, developing and facilitating Customer Obsession workshops for Star Camp new-to-NAB tech recruits and STEM Work Experience tours and training and coaching leaders to improve Great Customer Conversation coaching standards for colleagues.
- Working in conjunction with Personal Bank colleagues on our +15 goal to drive improvement in NPS results from -3 (Jul-23) to -1 (Jun-24).
- Trusted to step up and represent on behalf of HO Customer Excellence to facilitate key stakeholder engagement meetings and deliver business updates at senior leader sessions.
- Regular content creator and facilitator of monthly and quarterly townhalls and all leader calls for C&CS business.
- Championing customer obsession with creation of Service Behaviours video and Great Customer call demonstrations for distribution to C&CS business.
- Built strong, lasting relationships across Customer Insight, Advocacy and Customer 1st teams and earned a level of respect among colleagues.
- 15 NAB Appreciate recognitions, including 3 Peak and 2 Rise awards recognising contributions to the wider C&CS business.
- Started as a 12 month secondment, securing a permanent position in the role within 9 months.
Lead Unsecured Assessment (6 Month Secondment)
Customer & Colleague Services | NAB
Melbourne, VIC
01.2023 - 06.2023
- Selected to cross-train into unsecured assessment to address high business volumes and customer demands.
- Successfully integrated and developed a new team of colleagues, achieving full competency within 3 months in the role.
- Chosen to join Customer Experience working group under HO Personal Bank Customer Excellence, to identify customer pain points and develop opportunities for simplification within C&CS.
Lead Credit Verifications
Advantedge / Customer & Colleague Services | NAB
Melbourne, VIC
09.2017 - 01.2023
- Heartbeat results: People Leader Score = 92
- Developed content material and facilitated 3 Quarterly Business Reviews and multiple training initiatives for new starters.
- Improved quality results within the team from 74% (EOQ4 FY21) to 94% (EOH1 FY22).
- Delivered One Best Way working group initiatives including standardised monthly performance chat templates, business visual management boards and workware best practice principles.
- Key engagement committee driver and promoter within the business, initiating, developing and hosting the 2022 LA&E Career Expo and championing our Wellness Wednesday's and social engagement activities.
- Successful recruitment and onboarding of 50+ recruits into the business over the last 3 years.
- Facilitated and conducted 10 group and 150+ individual interviews, creating interview questions, delivering outcomes of job opportunities and coordinating all training and onboarding tasks.
Associate Credit Assessment
Proprietary Assessment | NAB
Melbourne, VIC
10.2014 - 09.2017
- First team member in the business to officially complete the DCA pathway and be awarded with $750k DCA.
- Leadership secondment for six months, providing the necessary exposure to day to day operations, planning and variance, developing a team and driving performance to meet business needs.
- Specialist in analysing complex business incomes and home loan structures.
Officer Credit Assessment
Proprietary Assessment | NAB
Melbourne, VIC
11.2013 - 10.2014
- Endorsed and promoted by credit managers to join the first DCA pathway program in Redstar Credit Verification.
- Selected Subject Matter Expert (SME) for new OBP banking platform.
Mortgage Retention Specialist
Personal Direct | NAB
Melbourne, VIC
05.2012 - 11.2013
- Received 2 quarterly and 9 monthly Shine awards for excellence in customer service.
- Retained $12m in lending during time in the role.
- Working with customers who plan to leave our bank to understand and educate them on the best solution for their home loan needs.
Home Loan Specialist
Online Direct | NAB
Melbourne, VIC
09.2010 - 05.2012
- Highest home loan conversion to settlement rate of 58% in the online enquiry team.
- Helped customers make decisions about loans and lines of credit based on product suitability and servicing requirements.
Payment Solutions Associate
Marsh Pty Ltd
Melbourne, VIC
01.2008 - 09.2010
- Increase fiduciary income by collecting client’s Insurance Premium’s in a timely manner and provide consultation and advice for customer Insurance.
Key Customer Specialist
TABCORP Holdings Ltd
Melbourne, VIC
08.2000 - 09.2006
- Managed the High Profile premium clientele base (customers >$1m annual investment) to ensure smooth operation of all operating platforms and complete customer satisfaction.
Education
Croydon Secondary College
Croydon VIC1999
Skills
- Great Customer Conversation Framework Champion
- Microsoft Co-Pilot Change Champion
- AOM Accredited
- Local Community & Engagement Impact Action Champion within C&CS
- Distinctive Leadership Workshop completion
- Certificate II & III in Business (Office Administration)
- Certificate II & III in Communications (Call Centres)
- Microsoft Excel Beginner to Intermediate Completion Certificate
- Proficient with Workware, Microsoft Office, Qualtrics NPS Dashboard, PowerBI and Sharepoint
- Prior Level 4 DCA Holder $18m
- AFSL Tier 2
- Moody's Consumer & Home Loan Program
References
- Lindsay Clements | HO PB Customer Excellence | 0429 377 332 | Lindsay.Clements@nab.com.au
- Olivia Brosca | Executive Customer Operations | 0459 837 704 | Olivia.Brosca@nab.com.au
Timeline
Customer Experience Consultant
Customer & Colleague Services | NAB
07.2023 - Current
Lead Unsecured Assessment (6 Month Secondment)
Customer & Colleague Services | NAB
01.2023 - 06.2023
Lead Credit Verifications
Advantedge / Customer & Colleague Services | NAB
09.2017 - 01.2023
Associate Credit Assessment
Proprietary Assessment | NAB
10.2014 - 09.2017
Officer Credit Assessment
Proprietary Assessment | NAB
11.2013 - 10.2014
Mortgage Retention Specialist
Personal Direct | NAB
05.2012 - 11.2013
Home Loan Specialist
Online Direct | NAB
09.2010 - 05.2012
Payment Solutions Associate
Marsh Pty Ltd
01.2008 - 09.2010
Key Customer Specialist
TABCORP Holdings Ltd
08.2000 - 09.2006
Croydon Secondary College
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