Robert Vaughan

Background

About Robert Vaughan

I am an experienced Senior Manager and have been leading large banking operations for the last 15 years with HSBC, Westpac and now People’s Choice. I love changing cultures and creating amazing places to work for people - so they can deliver the best service to our clients. I'm passionate about removing things that get in the way of people doing a great job and equally passionate about making things as easy as possible for customers. I have accomplished many achievements throughout my time through decreasing attrition rates, increasing new joiner attrition and attendance, improved revenue, reducing direct costs, improved performance, creating clear and consistent communication, leading and inspiring managers, improved operating efficiencies, reducing customer complaints, implementing best practices and continuous improvement. I have successfully handled many key challenges such as: • Making a profit through changing the culture and mindset of staff to see product sales as a form of service and not “sales” by helping them understand their role in a relationship is to help. Consistently achieving >100% of sales expectations despite the removal of sales targets and KPI’s. • Operating within the boundaries of local and varied employment laws, ensuring global policies and processes are legally implemented in the relevant contact centre through legal research and networking regarding local employment laws and challenges to avoid significant litigation or reputational damage. • Improving the culture and capabilities of leaders in the contact centre to ensure they prioritise the experience of their team members.