Michael C.

Founder of The Spectacle. An epic trail AND elite road running festival in Whakatu-Nelson. 13-15th of December 2024.

Reshaping Australia’s care industry landscape by creating the places, pathways and support structures for all people to achieve optimal vitality and happiness. Achieved through applying a recipe of the contemporary business methodologies of Lean Agile & Systems Thinking combined with a good spoonful of tech and a dash of people centric service to disrupt the outdated funding centric primary healthcare model.

Reshaping Australia’s care industry landscape by creating the places, pathways and support structures for all people to achieve optimal vitality and happiness. Achieved through applying a recipe of the contemporary business methodologies of Lean Agile & Systems Thinking combined with a good spoonful of good tech and a dash of people centric service to disrupt the outdated funding centric primary healthcare model.

Manager Business Transformation and Process at Australia's leading regional health insurer. The role is accountable for two primary functions. Firstly, for the development and implementation of a business-wide continuous improvement program, and leading a cross-functional continuous improvement team that is accountable for the identification, and realisation, of operational efficiencies and cost savings across the whole business. Secondly, the role is accountable for all core processes and procedures across GMHBA PHI operations to ensure that these processes deliver service that is aligned to our customer value proposition. This includes direct accountability for the Process Delivery teams (claims and membership departments) and all associated back office functions. The role is also the operational lead for the adoption of a new CRM system. In this capacity, the role is accountable for ensuring that operational processes are continually enhanced to drive operational efficiency and customer satisfaction through self-service and other customer centric service delivery solutions.

Managing all Call Centre, WFM, Quality Management, and Claims operations functions at Victoria's best regional health insurer. Taking responsibility for all front/back office operations, this role includes ensuring effective, efficient and quality service is delivered to existing and prospective members, providers and key external partners by the Customer Service Centre (CSC), Acquisitions and Retention Campaigns, Hospital Episodes, Simplified Billing, Continuous Improvement and Membership departments (~70FTE). This is achieved through the optimal use of resources ensuring the teams are knowledgeable, productive, efficient, positively motivated, constantly challenged and developed to excel. Focused on embedding and scaling continuous improvement capability across all operations teams to deliver significant reductions of operating expenses in an environment of rapid growth. The role also has the responsibility to ensure that sales targets are set and achieved through selected direct sales channels and to ensure revenue is maximized through effective cross selling of hospital and extras products.

Leading a team of specialists to: Drive the customer experience development, call coaching, & compliance leadership agenda across the Fraud Department. Including: Creation of Monitoring and Supervision Policies and facilitating the implementation of this standard across all teams. Developing, procuring resource for, and managing, a service experience and insights program for quantitative and qualitative call quality montoring. Developing the reporting process to enable line of sight and data based insights into optimising customer experience. Using sound business cases and reporting to influence key stakeholders to effect change to processes with a view to maximising customer experience. Driving a Customer Education & Customer Charter program utilising NPS and effort VOC methodologies to ensure customer voice is a core part of continuous improvement initiatives. Develop & deliver effective fraud awareness & education programs across all GE Capital employees, customers and key external retail partners regarding fraud events and prevention strategies. Including: Leading the design, development and management of internal & external communications strategy for the Fraud Department in a large scale call centre environment. The implementation of a social media servicing platform to enable customer support, and proactive fraud alert messaging through facebook and twitter channels. Management of internal communications, intranet content and social media forums to internal customers, key stakeholders and to the market. Management & co-ordination of compliance & regulatory assessment, development, adherence & monitoring programs across the Fraud Department Including: Coordination of assurance reporting responses on behalf of the Fraud Department. Comprising both internal and compliance audits and external regulatory reviews of fraud management. The creation, development, cataloguing & ongoing maintenance of fraud strategic policy & operational procedures.

Responsible for the investigation of mortgage fraud cases across the Wizard and GEMHL portfolios. A single point, autonomous, role reporting into the Fraud Investigations Leader. This role required a significant working knowledge of the mortgage lending process specifically the quality assurance of the underwriting and settlements process. An indepth working knowledge of the Consumer Credit Code and Financial Ombuds process was a requirement to succeed in this role. The role also included exercising a large delegated authority and preparing detailed synopses to senior leadership of major fraud events.

Responsible for the investigation of credit card fraud across the GE Money product suite. Duties included investigating customer claims in a compliant, thorough, manner; Writing recommendations to extinguish debt to senior management for large claims while exercising a delegated authority over all other claims. An in depth working knowledge of NPP and the EFT Code (ePayments Code), and how it relates to product specific conditions of use surrounding liability, was also required.