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Work Background
St. James’s Place Wealth ManagementHead Of Business Improvement
May. 2021
St. James’s Place Wealth ManagementSenior Consultant Operational Improvement
Mar. 2019 - May. 2021
Quo-Change ConsultingSenior Consultant
Oct. 2018 - Feb. 2019
The Vanguard Method South AfricaSenior Consultant
Feb. 2014 - Jun. 2018Johannesburg Area, South AfricaThe Vanguard Method is a proprietary means by which we help leaders of service organisations change their organisation from a command-and-control design to a systems design; resulting in dramatic improvements in service, revenue, efficiency and morale. * Delivered major organisational change, significant improvement in customer satisfaction, and reduction in cost to multi-national corporate clients in South Africa and Australia, using the Vanguard Method to implement Systems Thinking * Conducted scoping/analysis on current system performance end to end from a customer’s perspective to collect data, diagnose root cause and prepare actions to address accordingly. Including: * Process Mapping Demand split analysis Customer Focus groups/ finding out what matters Value vs Waste and Value vs Failure Customer Journey Mapping Process Mapping (current state and new) Challenge frameworks
* Engaged and collaborated with areas of the business who supported proposed changes * Identified value and waste in process to remove system conditions that stop the flow of work and impact on the customer experience. Thus increasing capacity
* Created, defined and embedded lead operational measures to track progress, ensuring overall alignment and improvement in customer service * Collected data from traditional methods (KPI’s NPS), combined with newly created measures and customer feedback data, determining key points of leverage and created process improvement recommendations
* Led specially curated teams in the end to end customer flow redesign using lead and lag measures to track progress
* Challenged senior leader thinking, supporting and using data and normative experience methods to influence and drive change * Reviewed change initiatives with leaders, applied frameworks determining priority and impact * Led team to redesign Mortgage product in one of South Africa’s Big 4 Banks with great success
TelstraInternal Consultant in Systems Thinking
May. 2012 - Dec. 2014Melbourne, AustraliaDeveloped and co-ordinated training of Systems Thinking for specifically curated teams to help redesign the end to end work flow design. Provided support to leaders and teams, challenged thinking and collected data to ensure continuous improvement of implementation. • Developed and facilitated management training sessions to support Systems Thinking methodology • Provided support to Team Leaders and frontline staff, driving individual development and team effectiveness, engaging multiple business units to assist in process redesign and support local testing teams
• Utilised organisational KPI’s and reporting tools to demonstrate impact of implementation plans and identify areas of improvement through gap analysis activities • Delivered strategic advice on how to create clear pathways to remove non-added value timely processes, those which increase cost to business or resource utilisation, allowing streamlined workflows • Supported teams in the identification, development and implementation of key business development, client satisfaction and retention strategies • Drove organisational culture change including ways of working and structural design by focused team activities
Achievements:
• Reduced “failure demand” in Consumer “Moves” team from baseline 54% to 11% in redesigned team
• Net Promotor Score in “Moves” team saw an increase from -30 to +60 over a period of 9 months • Costs per move reduced by 20% - just over 500,000 moves occur annually therefore this reduction in cost per move represents 20 million annualised saving. • Reduced complaint handling times from 30 to 5 days
• Improved NPS in complaints team from -14 to +14.8
TelstraProcess Improvement Lead
Jun. 2011 - May. 2012Melbourne, AustraliaUsing Systems Thinking to improve performance, reduce waste in flow, eliminate failure demand and create value for customers. • Identified capability required to resolve customer complaints, bringing expertise and skills to the front line to achieve efficient resolutions
• Applied Systems Thinking frameworks and methodology, finding and introducing new ways of working
• Managed complaints understanding processes, liaising with customers and actively sought to identify key areas of improvements. • Collated data to support proposed changes
• Redesigned and tested new workflows using real customers • Mapped current and new workflow designs
• Created measures to understand impact to customer and impact to business • Participated and spoke at the yearly Leadership Summit, sharing insights into the work undertaken and the change in customer satisfaction levels Achievements:
• Promoted to Facilitator and Coach for Systems Thinking • Successfully implemented and improved core complaint handling processes
• Actively involved in designing a customer database, understanding what’s important to customers and the blockers to progress
TelstraHigh Risk Complaints Manager
Mar. 2010 - May. 2011Melbourne, AustraliaResponded to complaints received by external bodies which posed of high risk to the company.
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