John Albert

Background

About John Albert

Production Lead 12/3/2013 – Currently employed Australia & New Zealand Banking Group Limited Domain: Mainly focused on dealing with products and services on Retirement Pension & Superannuation management and investment Trusts Processes: Advisory Payment Services, New Business, Maintenance, Switches & KYC KRA Team Management: • Queue Management: o Work allocation to team o prioritization of prime client cases • Productivity tracking • Training & Development: Monitor team members' participation to ensure the training they are being provided is being put into use, and also to see if any additional training is needed • Planning and forecasting - assisting in daily uploading of staff work, planning for coming week and analyzing variances in planning • Develop a strategy the team will use to reach its goal Quality Assurance & Checking: • Quality Reports – managing QC & QA reports of the team to ensure traction and improvement in performance. • Kaizen Champion - Implement and drive innovative ideas for process improvement Handling Escalations • Handling escalations and complaints and performing a Root Cause Analysis and conducting feedback sessions with the team to rectify and avoid the same in future. Stakeholder Management • Sharing performance metrics and dashboards with the stakeholder. • Attending SOW & SOH meeting every day. MIS & Reporting: • Building QC & QA reports • Maintain and publishing weekly and monthly dashboards to the team and the relevant stakeholders. Training • New Hire Trainings • process trainings • Cross Skilling & Upskilling