Robert French is a customer service management professional with over 10 years of experience in the insurance industry. He has a proven track record of delivering operational excellence and managing teams through change programs. He is an intuitive leader who builds high performing teams through coaching and motivating people. His most recent roles include Workflow Management Manager at AMP Limited, where he successfully led a team through a period of change and outsourced functions, achieving annual savings. He has also managed the transition of functions to offshore business partners on time and on budget.

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Robert French
3/65 Saltley Street SOUTH KINGSVILLE 3015
au.linkedin.com/in/Rob French1
0402 988 477
robertfrench@tpg.com.au
Profile
Achievement focused Customer Service Management Professional with extensive experience across
project delivery and the management of operational teams. Highly skilled individual with proven
experience across all areas of Operations including, Leadership, insourcing/outsourcing, vendor
management, quality assurance and performance delivery.
A resourceful leader with a proven track record of delivering operational excellence, achievement
oriented with a keen understanding of business priorities, adaptable to changing environments and
contributes in a positive manner by driving teams to deliver business outcomes.
An intuitive and empathetic people leader who builds high performing teams through the
consistent development, coaching and motivation of people. Demonstrated ability to engender
loyalty and commitment through the use of highly developed interpersonal skills.
Key Competencies/Capabilities/Achievements/Career Highlights
 Broad Financial Services experience with over 10 years in the insurance industry
 Proven ability to collate, analyse and interpret key business performance objectives
 Makes appropriate recommendations and implements relevant strategies to improve
performance outcomes
 Experienced in managing teams through major change programs including redundancy and
redeployment of people, overseeing the transition of work to off-shore partners
 Managed the successful transition of functions relocated to off-shore business partners. This
included working onsite in India partnering with the provider over a period that led to the
successful transition of work and effective workflow processes
 In recognition of leadership and management performance, against an organisational average
benchmark of 70%, achieved 90% in the annual employee engagement survey.
Career Summary
Company/Position Dates
- AMP – Project Secondment – Subject Matter Expert – Off-shore project 2014
AMP Limited
Workflow Management Manager
2013 – 2014
- AXA Asia Pacific/AMP Limited
- Accounts and New Business Manager
2011 - 2012
AXA Asia Pacific
Workflow Registration Manager
2007 – 2010
AXA Asia Pacific
Contractor
2005 - 2006

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Business Experience
AMP 2005 - 2014
AMP Limited is a financial services company based in Australia, operating primarily within Australia and
New Zealand. AMP provides financial planning and advice, superannuation, retirement income products,
risk insurance and some banking products
Workflow Management Manager seconded to Off-shore project transitioning work to India
2014
Responsibilities
 Act as subject Matter Expert in matters relating to the transition of work to off-shore partners
in India
 Planning and determining scope, deliverables and benefits of project
 All aspects of documentation of processes, training, accreditation, quality assurance and
implementation
 Lead team (17) through transitional change and major redeployment and retrenchment
activities whilst meeting day to day operational requirements of business
Achievements
 Using high level of business acumen and by applying knowledge of business processes and
procedures successfully identified key actions, made recommendations and implemented
strategies that delivered the key goals of the project and benefit realisation of $1.2m per year.
 Successfully set up project streams and designed manageable plans with measurable and
trackable milestones. Acted as conduit between Senior Leadership Team, Steering Committees
and other stakeholders.
 Designed and wrote various process flow and procedural documentation and also reviewed
and approved 100% of business procedures written by off-site team that ensured accuracy,
correct coverage of activities, quality control and alignment with other team’s functions.
 Whilst working on project, remained responsible for a team of 17 team members and their
performance. Successfully managed the team through the redeployment and retrenchment
process ensuring the day to day management of the centre operating functions were
maintained at a high level. Also ensured that all redeployment, recruitment opportunities and
people activities were delivered showing due respect to the integrity of the process and the
people affected.
 Effectively mentored the incumbent Manager of new team in India, training, coaching, and
supporting through all the elements of the role. This included all reporting, daily operational
requirements, workflow etc.
Workflow Management Manager (Team was responsible for identifying customer requests and
classifying, and directing to the appropriate servicing teams upon the appropriate work flow systems)
2013 - 2014
Responsibilities
 Lead a team in excess of 20 staff across multiple geographies and multiple employment types
 Manage a budget of over $1.5m and responsible for ensuring financial targets were met
 Successful delivery of operations initiatives and key influencer of strategic objectives
 Ensure that team delivers stretch productivity and quality service standards

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 Subject matter Expertise across varied stakeholder group including team members,
administration teams, senior management, customers, financial advice network
Achievements
 Using highly developed interpersonal skills, successfully built a highly engaged team. This was
achieved through providing consistent coaching, building of developments plans, and
supporting team members to improve their performance. For example, providing training,
constructive feedback, regular appraisals, shadowing, delegation and other activities that built
a respectful and trusting environment that empowered people to grow.
 Developed a reward and recognition program that identified and rewarded team members for
going beyond the expectations of their role.
 Successfully led team through a significant period of change during merger activities that would
align separate business systems, processes, policy and day to day functions in a busy
operational environment. Transitioned workflow management systems that improved the
service experience for both customers and the advice network.
 Conducted a post implementation review that confirmed no service degradation to customers
ensuring appropriate staffing levels were maintained and that the new system was successfully
embedded, adopted and utilised.
 Through the application of lean principles and appropriate project methodologies delivered
cost effective solutions with no impact to service. Identification and implementation of
initiatives to reduce non-value adding activities to drive efficiencies and support high
performance.
 In recognition of business experience and knowledge selected as part of the review team
established to identify partnering opportunities that would provide and identify business
efficiencies. Operationally this involved the outsourcing of particular functions within team.
This incorporated reviewing RFP’s, vendor selection, identifying scope, planning and
implementation. This led to an annual saving of $300k per annum.
 Managed the governance of third party relationships ensuring agreed deliverables were
achieved. This included validating Service Level Agreements were being met and continuous
improvement opportunities were identified and relevant process improvements were
implemented.
 Drove successful delivery of significant project implemented to replace an end of licence
document repository system. This was achieved working in conjunction with an array of
stakeholders that ensured a new document library was established that would not compromise
an existing library of over 20,000,000 items.
 Delivered consistent customer service standards measured in excess of 99% across quality
measures, productivity and SLA adherence.
 Identified and implemented a quality assurance program that delivered robust, transparent and
measurable outcomes which led to specific areas of performance optimisation.
 Displaying strong, consistent, role model leadership skills, nurtured an environment that
encouraged, developed and united several different teams. This resulted in the consolidation,
alignment and harmonisation of multiple teams to form a centralised cohesive business unit
that supported best practise and achieved business objectives.
Qualifications and Professional Development
 Advance Diploma of Business Marketing – CHISHOLM INSTITUTE
 Six Sigma Green Belt Certification
Referees
 Will be provided upon request