Affiliated School of Peking University - Shenzhen (August 2014 – Present)
Accepted a teaching position at a larger, Chinese school. I am responsible for teaching English classes to Grade 2, having taught Grade 1 last year. As with my last school, I prepared a white paper for management, regarding implementation of team based problem solving, and efficiency measures in the teaching faculty. Some of these proposals were accepted by the leaders. Furthermore, I was selected to be the relief Head Foreign Teacher, while the existing incumbent was on maternity leave. I also won the annual teaching competition, achieving first place, after being selected to represent the foreign teachers in the final. All of this was achieved in my first year of employment.
Korea International School - Shenzhen (August 2013 – July 2014)
Moved to Shenzhen to seek cleaner air, in order to prepare for my family’s arrival in China. Accepted a one-year contract at an international school, where I taught English to grades 5, 7, 9 and 10, as well as TOEFL classes to high school students. Due to perceived deficiencies, I prepared a white paper suggesting enhancements to the primary school English teaching program. The Chairman asked me to head a project team, to investigate and propose suggested changes.
Fangcaodi International School - Beijing (March 2013 – July 2013)
Accepted a one semester contract as a Grade 1 English teacher at a well-respected, government owned international school in the Beijing CBD. Students were from a wide range of countries, often being the children of embassy staff or foreign workers. The school also asked me to tutor Chinese teachers wishing to learn English, as one of only 3 teachers assigned to this task.
ABC Foreign Language School - Beijing (April 2012 – March 2013)
Moved to Beijing to teach English for ABC Foreign Language School. This role provided opportunities to teach all age groups, ranging from 5 year old children, to teenagers and adults. I was also assigned 'C' level classes, the most advanced students, due to my comprehensive knowledge of English and ability to teach Business English.
HSBC (Nov 2008 – April 2012)
Service Delivery Relationship and Communications Manager (January 2011 – April 2012)
Assumed a multi-faceted role charged with engaging stakeholders interfacing with the back office mortgage and transactional processing team of 120 staff. The stakeholders included 150 customer facing relationship managers, along with departments such as mortgage product, credit, operational risk and legal. I also managed a 5 person team charged with controlling internal communication to and from the back office. I was also responsible for a series of self-initiated process improvement projects, front-line training and resolving quality at source issues.
Key Achievements:
Established a new communications team, responsible for responding to over 4,000 e-mails monthly, resolution of urgent needs from front-line staff and generation of process improvement ideas. The team generated over 60 improvement ideas within 4 months of operation.
Identified, designed and implemented numerous process improvements including: modified off-the-plan purchase strategy, allowing 10 working days to complete documentation and settlement requirements, previously 3 working days; implemented a branch based loan redraw process, providing funds to customer up to a day faster and saving 2 staff worth of effort; removed the need for 2 forms included with loan documentation, simplifying the application process for customers and staff.
Created a universal rework capture system for use by back office staff in Australia and India, allowing understanding of internal and external rework and hidden factory costs. This data fed directly into process improvements and assisted with cost assessments.
Channel Manager – Phone Banking (July 2010 – January 2011)
Accepted a 6 month secondment to manage HSBC's Australian IVR (Interactive Voice Response). Role was responsible for automated phone banking functions and call routing for over 200,000 customers, with key stakeholders including 500 call centre staff based in Australia, Malaysia and the Philippines, along with technical support staff in Australia and Hong Kong.
Key Achievements:
Took the heavily defective IVR and managed it through 'Intensive Care' (change freeze due to a number of coding defects), designing and performing over 2,000 discrete tests and organised repair of over 50 identified defects. Restored IVR and confidence of the call centres within 3 months, earning praise from the CIO (Chief Information Officer.)
Took the lead on escalating fraud attacks using electronic channels. By analysing data, I designed additional controls on phone banking access codes, with a geographically targeted solution to minimise customer impacts. Gained the support of 6 different business stakeholders, preventing $250k in annual losses, the solution designed and implemented within a month.
Facilitated Team Based Problem Solving, to identify reasons for poor automated phone banking uptake. Through determining root cause as 'customer access code use' and implementing training along with promotion of customer self-selected access codes, doubled the number of active users from 15% to 30% by the end of the secondment.
Relief Relationship Manager (April 2010 – July 2010)
Returned to previous role at conclusion of secondment, though assumed a series of relief Relationship Manager assignments. Role was responsible for a portfolio of around 700 customers, attending to finance needs, predominately relating to lending.
Customer Service Manager (April 2009 – April 2010)
Promoted to Customer Service Manager for a one year secondment, a key leadership role responsible for a team of 11 sales and operational staff along with all operational aspects of the branch. Key responsibilities include branch cash order and clearance, audit compliance, staff development, sales acquisition, customer service standards, complaint resolution and daily branch operation including opening and closing.
Key Achievements:
Through team based problem solving and analysis of data, along with customer feedback, have been instrumental in taking Adelaide from under 60% to as high as 85% in mystery shop measurements. Design and implementation of work aids have led to consistent individual results within the range of 90%-100% when aids are utilised by staff members.
Leadership of staff resulted in Adelaide winning national competition for term deposit retention. Coming 1st out of 24 branches, we retained 98% of term deposit value with our nearest competitor achieving 78% and an average below 60%. Branch won a $1,500 cash incentive prize for our efforts.
Despite being in the role for only 2 months and with a single week handover period, achieved a strong rating in a surprise audit result, an equal best result for Adelaide. December audit result was three times better than June result, leading to overall branch scorecard for 2009 of '2' (outstanding) where the previous two years for Adelaide has been a '3' (strong.) Latest March 2010 review improved to the highest possible '1' rating (exceptional) from ongoing improvements.
Through commitment to staff improvement, implemented coaching program improving results of lowest performing staff member (72%) to a score of 100% in their most recent mystery shop result. A second staff member achieved 100% for mystery shop and 92% for Premier customer mystery shop, both records for Personal Financial Assistants in Adelaide.
Premier Banking Officer (Nov 2008 - Mar 2009)
Assumed part time role in senior bank officer position, to improve Adelaide's treatment of high value Premier clients. Charged with providing customer service to bank's most important customer segment. Achieved a Premier mystery shop score of 98%, a bank record at the time.
STERLING LENDING (2003 - 2008)
Mortgage Broker | Director
Launched the business from ground up, effectively managing all facets of business, operations, finance and customer relationship management functions (including the development and execution of performance-building operational and customer relationship management forms/processes); underpinning the business’ steady growth and advancement within a highly competitive marketplace.
TESOL (Teaching English to Speakers of Other Languages) (2011)
Teach International
Certificate in Lean Processing
Certificate in Six Sigma – Green Belt | Certificate in Six Sigma Black Belt (2008)
Expert Rating
Master of Business Administration (2003) ▪ Adelaide University
DFP 1,3,4 (Diploma of Financial Planning) (2001) ▪ Integratec
Professional Certificate in Management (2000) ▪ Adelaide University
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