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WH Experience (WM Support team (Later in time (Risk, FTC, Telephony,…
WH Experience
WM Support team
Bus change
Business Measurement
Mortg partner Service Centre
Sustainability and Retention and Analytics
Mortgage Operations Team
Service to sales and distribution
Later in time
Risk
FTC
Telephony
Analyst
Change management
Added Rel Manager to neg b/w business and change
Revised securitisation process
Refined broker onboarding and input SLA
Retention process
Developed strategy and framework
align to sale and distribution requirements
Create a training framework
Built a balanced scorecard report (traffic lights
Established a leadership team
Retention turned off. Retention person became head of customer & partner role
Identified customer service training needs
Dovetailed QMS into LEAN & BCM
WHAT I ACHIEVED
WHAT I MANAGED