Keri Collins

• Provide operational leadership, performance strategy, prioritisation, change management and lead the interaction and engagement platform Genesys
• Contribute to the wider Consumer strategy across the enterprise
• Continuously improving day to day activities and engage across the wider enterprise
• Supervise operations and keep employees compliant with company policies and procedures
• Develop systems and procedures to improve operational quality and team efficiency
• Establish positive and effective communication among the direct channel centre staff and leadership, reducing miscommunications, and missed deadlines
• Developed and maintained relationships with external vendors and suppliers
• Key achievements include enterprise recognition for leading the mobilisation of operations resourcing and workflow on the back of the 2023 adverse weather events and conducting a formal review of remote working in a contact centre environment.

Leading Enablement functions for ANZ NZ Retail business. 2IC to the GM Customer Experience/Operations. Duties included:

• Steering group and forum member across a number of key initiatives (risk, product and projects) up to Executive and CEO level.
• Support to banking and insurance products Head of Department to assist in product compliance and growth across all of Retail
• Leading a wide change and initiatives team to deliver project management, change, embedment, regulation oversight of key projects and BAU initiatives
• Chair of the Retail Change Delivery Forum and active engagement with all Retail GM's and MD
• Operationalise the Retail strategy and engagement activity across the branch network, contact centre and operational teams. This included driving events (500+), communications, voice of the people panels and strategic planning across Personal Banking.
• Key achievements include MD recognition to CEO and Executive team for contribution to the steering group and regulators on the wind down of the Bonus Bonds scheme, Additionally achieved one of the highest employee engagement scores across the bank.

• Leading ANZ's Packages offering which was an employee banking benefits program for over 450k corporate and commercial customers, as well as direct segments. Developed product and pricing benefits across home loans, insurance, everyday products and wealth management and led the team to deliver remediation activity
• Managed key third party relationships such as NZ Police Association and supported with RFP's for commercial clients
• Business lead on automated package discount technology solution
• Working with external consultants and ANZ Australia developed and executed the wider remediation governance program and playbook across ANZ NZ.
• Chair of the remediation forum with Executive membership
• Key achievements included the completion of packages remediation, simplification of product and pricing benefits and Executive approval and delivery of the automated technology solution.

• Operational leadership, distribution, marketing, end to end product operations and portfolio management of the general insurance products through ANZ NZ
• Management of all claims escalations, with set up of dedicated team post the Christchurch 2011 earthquakes
• Management of 6 third party underwriters, general insurance product team, and leadership to the distribution trainers
• Key insurance partners included Vero (Suncorp NZ), Crombie Lockwood, Tower, nib, Allianz and Cigna. Relationships were also formed with reinsurers post the earthquakes.
• Actively led pricing, product strategy, RFP's
• Led the ANZ NZ strategy with the move to house sum insured
• Key achievements include significant growth of the general insurance portfolio which resulted in obtaining the global CEO award and trip to China.

• Developed strategic marketing portfolio plans to increase insurance penetration rates, customer segmentation and customer satisfaction for third parties which included BNZ, ASB, Westpac, PSIS, The Warehouse Financial Services, and NZI Personal lines portfolio.
• Researched developing trends to stay updated with new ideas and marketing practices.
• Managed significant product simplification project for a key bank which resulted in achieving a IAG NZ leadership award.
• Maintained documentation, detailing assignments, in-progress work and completed project milestones.
• Led relationship and engagement survey's for the banks and insurance stakeholders and developed 12 month action plans.
• Actively contributed and presented RFP documents.

• Variety of roles as the business evolved, which included P/L management, managing third parties, setting up IAG’s first standalone travel insurance business, leadership to 50 staff across all operations (claims, sales, business support) and management of the digital and marketing strategy.
• Relationship management of key third parties which included Westpac, BNZ, The Warehouse, NZI Brokers, and various travel agencies such as House of Travel.
• Relationship management of the Travel Insurance service providers - First Assistance and International SOS.
• Key achievements included the setting up of a standalone centre of excellence within IAG NZ to enable the acquisition of a larger travel insurance business.

• Leadership to a team of 80-100 staff across the State insurance contact centre for sales, service, marketing campaigns, underwriting and business support.
• Set up and management of a stand alone rural and small business business unit to support business partners such as ASB and BNZ
• Developed and maintained relationships with external vendors and suppliers.
• Achievements included significant growth in the State insurance personal business which resulted in a promotion to set up the travel insurance centre of excellence.