General Manager Contact Centre
Sarina is the current head of ANZ New Zealand Contact Centres. Her teams are responsible for managing 25 million customer interactions annually across multiple assisted and self-service channels. They are focused on ensuring the customer experience is fast, relevant and connected.
She is proud to lead one of New Zealand’s largest contact centres with a fantastic team of more than 900 people across sites in Auckland, Wellington and Christchurch.
A charismatic leader, having lead large teams for over 15 years, Sarina has become tenacious and resilient. She thrives on managing complex challenging environments through significant organisational change.
Sarina is working to transform the business by implementing the vision of the future by investing in: automation, self-service capability, developing digital bankers and becoming a centre of excellence that adds value to the bank.
Personally, Sarina is passionate about giving back to our communities while supporting and advocating for a diverse and inclusive culture.
Topic: Using Speech Analytic In Call Centres To Identify Vulnerable Customers & Resolve Complaints Handling More Effectively
General Manager – Customer Experience
Greg out-competes larger competitors by integrating the customer journey through operational processes & systems to produce world-class levels of customer satisfaction and sales growth.
With the customer in the center of the conversation, Greg gains buy-in from staff and stakeholders, turn ‘doubters’ into ‘advocates’, whilst motivating frontline staff to deliver outstanding experiences driving revenue and sustainable profitability.
Not only through customer acquisition programs, but with retention strategies elevating customers as ‘Promoters’ through the up-skilled staff who serve them. By combining Net Promoter Score (NPS), Agile & Human-Centered Design techniques, he delivers operational consistency in brand experience with frontline staff who are the best evidence for success. This is where ‘Purpose’ comes alive and stories are born.
With 15 years of digital experience, Greg harnesses the power of Omnichannel strategies that increase sales, with proven returns on investment. Converting customers from ‘brand awareness’ to ‘brand use’.
Implementing the principles of customer experience gained from Human Services/ Healthcare, B2C, B2B, and retail industries, Greg brings along every part of the organization, to create business outcomes that win (& keep) more customers, profitably.
Topic: Using The Customer Advocacy Role To Drive Change Management And Employee Engagement
Australian Banking Association
As a Policy Director at the ABA, Justin works with our member banks to set policy strategy and develop advocacy policy on responsible lending, external dispute resolution, mortgage broking and professional standards.
Recently, Justin has been involved developing the industry response to the Royal Commission and its implementation by the Australian Financial Complaints Authority.
Justin’s career started as a solicitor in the banking and competition practice areas at Mallesons Stephen Jacques and Corrs Chambers Westgarth. Before joining the ABA Justin also served as a policy advisor in the NSW and Federal Governments.
Justin holds a Bachelor of Arts/Laws and a Master of Laws (Corporate/Commercial) from the University of New South Wales.
Panel Discussion: Coordinating Customer Advocate Initiatives To Understand Critical Pain Points And Prevent Recurring Systematic Issues
Head of Customer Communication
Hunter Water Corporation
Manager, Customer Advocacy
Customer Advocate, Retail Banking & Small Business / Board Director
NAB / Telecommunications Industry Ombusman
Director, Customer Experience/ Government Innovation/Transaction Banking
Consumer Representative, SESLHD District Consumer Community Council
Executive General Manager (acting)
Customer Care Manager
Head, Office of Customer Advocate
Head of Customer Experience Initiatives
General Manager, Enquiries & Complaints
nbn Australia (invited)
Claims Operations Manager, Federal Self Insurance
Associate Director, Customer Resolution
Carolyn Van Tilburg
Complaint Resolution Officer
Teachers Mutual Ltd
Chief Customer Officer
Principal, CX Performance
Divisional Manager, Service Response
Yarra Valley Water
Executive General Manager, Group Customer Advocate
Teachers Mutual Bank Ltd
Michael leads the small team that handles complaints at TMB focusing on helping staff members deal with complaints in the front line and escalating complaints that cannot be resolved. Michael has set out to improve the insights provided to the Bank’s Senior Executive and Board from the Bank’s complaints data recognizing the value of this type of feedback.
Michael is a CPA and has completed a Bachelor of Business Major in Accounting and Banking and Finance with over 25 years experience in Banking and 20 years in risk management. Michael has held a number of senior roles in internal audit, compliance management, risk analysis and risk management with Teacher’s Mutual Bank, CBA, Police Bank, State Super and APRA. His experience spans various elements of risk management AML, Operational Risk, Internal Audit, Compliance Risk Management, Fraud, Complaints, Model risk management, Credit Risk and Prudential Regulation.
Topic: How Customer Advocacy Helped Teachers Mutual Bank Win The ‘World’s Most Ethical Companies’ Award With Highest Net Promoter Score