Kevin Baker

Responsible for ensuring a positive and consistent customer experience across multiple channels. By identifying pain points and implementing strategies for improvement, I fostered a customer-centric culture that led to an increase in customer satisfaction ratings and reduced customer wait times.

Key Achievements:

• Established and led a new Agency Customer Experience function, creating and repurposing roles to build a dedicated Customer Resolution team, Continuous Improvement Advisory, and operational support for the front counter Agent network.
• Designed and deployed an enterprise-wide complaints framework, enhancing response rates, reducing resolution times, and standardizing complaint handling processes.
• Redesigned Customer Service induction and Upskill training programs, resulting in a measurable improvement in customer interactions and a reduction in wait times by over 40 minutes.
• Launched the agency’s first customer feedback program for the Contact Centre, enabling direct voice-of-customer insights to inform service improvements.
• Spearheaded process re-engineering across Motor Vehicle and Driver Licensing services, increasing efficiency and effectiveness in handling customer enquiries via the Contact Centre.
• Eliminated manual input tasks through automation and digitalization, streamlining operations, obsolete processes, and achieving resource savings equivalent to 12 FTE within 12 months.

Leading dedicated customer service representatives to deliver exceptional customer service and operational efficiency across Motor Vehicle and Driver Licensing services at the newly established Hamilton site.

Key Achievements:

• Directed the establishment of a secondary national Contact Centre site in Hamilton, ensuring seamless operations and expanded service capacity.
• Led 18 Customer Service Representatives in providing excellent customer service to callers requiring assistance for Motor Vehicle and Driver Licensing issues.
• Developed and mentored a high-performing team of Customer Service representatives, consistently achieving “most improved” performance metrics and driving service excellence.
• Introduced and facilitated a monthly 'pulse check' forum, fostering inter-departmental collaboration, enhancing engagement, and promoting cross-functional teamwork.

Leading the Branch Network across the states of Victoria and Tasmania in initiatives to optimise operations, improve performance metrics and implement best practices strategically aligned to deliver organisational objectives. Identifying improvement opportunities, and fostering collaboration within teams to cultivate a culture of continuous improvement. Additionally, I spearheaded change management efforts, introducing new technologies and methodologies to streamline processes, ensuring compliance with regulatory standards and company policies, and consistently driving exceptional business outcomes.

Key Achievements:

• Re-deployed over 380 FTE of Branch Staff to high-demand work-streams across the bank during the Covid-19 pandemic and lockdowns, ensuring workforce optimization and business continuity (2020–2021).
• Directed the Region’s Optimization strategy, overseeing the closure/merger of 30 sites and managing the transition of over 200 FTE, minimizing disruption and aligning resources with business objectives (2019–2020).
• Enhanced risk and compliance reporting standards, driving the adoption of national initiatives across the Australian Branch Network through improved event sharing and analysis (2019–2021).
• Designed and executed an enhanced onboarding program for new starters, ensuring a smoother integration process and strengthening workforce readiness in the Branch Network (2020).
• Led the successful transition of the Victoria & Tasmania Region to a restructured Business Support model, ensuring seamless integration into the Australian Branch Network's revised operational framework (2016).

Other responsibilities:

• Chair & Member – Victoria & Tasmania Region Risk & Compliance Forum

• Member – Retail Australia Risk & Compliance Committee

• Chair & Member – Victoria & Tasmania Health, Safety & Wellbeing Forum

• Member – Australia Division Health, Safety & Wellbeing Committee

• Member – ANZ Pride

Responsible for ensuring high-quality customer service by developing and implementing quality assurance programs, monitoring service performance, and identifying areas for improvement to enhance customer satisfaction and operational efficiency.

Key Achievements:

• Developed and implemented a new resourcing model to enhance branch efficiency by effectively managing absences and arranging coverage as needed, improving operational flexibility (2014–2016).
• Elevated compliance standards within branches, fostering a strong culture of accountability and achieving a 100% audit pass rate across the network (2013–2016).
• Founded and led a National Forum for peer networking and idea sharing, driving collaboration and contributing to the national restructure of support roles within the Australian Branch Network.

Oversaw the overall operations of the branch, providing leadership to a team of bankers to deliver exceptional customer service, drive sales growth, and achieve financial objectives. Managed budgets, led staff recruitment and training initiatives, and ensured efficient and effective branch operations.

Key Achievements:

• Achieved national recognition, ranking in the Top 20 Branches for overall Sales and Compliance performance for three consecutive halves (2H08, 1H09, 2H09).
• Successfully managed branch relocations on two occasions, coordinating seamless transitions during ANZ and Shopping Centre-led refurbishments (2008–2009).
• Fostered a highly engaged team culture, consistently maintaining high Staff Engagement scores and earning strong advocacy from peers (2007–2010).

Managing the overall operation of the Branch and leading a team of bankers to achieve exceptional customer service, drive sales, and meet financial targets. I managed budgets, recruited and trained staff, and ensured the branch operated efficiently.

Key Achievements:

• Formed and led a high-performing team to support the successful launch of a new branch in Regional New Zealand, ensuring operational readiness and customer satisfaction.
• Consistently achieved performance targets, earning recognition as one of the Top 5 Regional Branches in New Zealand on two separate occasions.

As a Lending Specialist at Westpac, I drove business growth by identifying and selling financial products/services, building strong client relationships, and providing expert financial guidance. I also took on the responsibility of mentoring junior team members to help them develop their skills and knowledge in the industry.

Key Achievements:

• Recognized with the Sales Leadership Award in July 2003 for exceptional sales performance and leadership capabilities.
• Consistently exceeded financial targets over three consecutive periods (1H02, 2H02, 1H03), demonstrating sustained success and strategic execution.
• Actively participated in the company-wide mentoring program, contributing to professional growth and fostering knowledge-sharing across teams.