Amjad Hussein

Experience

• 

  NAB

  Aug 2010 - now

  • Lead change consultant for the following programs of work: Banking Code of Practice, Financial Crime CP, Anti-Money Laundering/Counter Terrorism Funding, Global Data Protection & Regulation, Enhanced Customer Due Diligence Uplift, KYC Uplift and all Remediation activity impacting Personal Bank• Part of the Change Advisory Council working group. working with the consumer servicing teams to implement a formalised process of engaging SME’s and supporting changes landing in direct serving. • Part of the Direct consumer working group - worked closely with the leadership team to improve the way we roll out changes within Direct Consumer. Due to the successful implementation in Direct Consumer Servicing, the framework was then rolled out to Direct Lending and retention.• Implemented various change initiatives within Direct and Retail including Strategic CRM – Salesforce, KYC Trigger model, FY19 Brand Campaign, Keep Pin project, Pay-tag and Visa Migration Project, to name a few. Show less • Managed end to end implementation of various survey solutions for the customer experience and the channel management team • Provided crucial analysis and insight to the Speech remediation project team to help track customer satisfaction levels with our existing speech recognition system• Conducted analysis and provided insight to the NPS project team towards determining key measurement categories and question scripting• Provided insight for the Call reduction project aimed at reducing the number of repeat calls received by the Direct Contact Centre. • Produced monthly performance packs for the Direct banking leadership team. Show less • Successfully implemented survey solution for NAB Contact Centre, Client services and Plum Contact Centre.• Conducted training workshops and personal coaching sessions for both internal and external stake holders.• Developed effective working relationships across the enterprise including EST, Plum, NAB Resolve, Digital & Direct Banking and Collections.• Successfully managed Post call survey solution within budget.• Implemented data integration solution to enable linkage of survey verbatim to call recordings in Verint i360.• Provided valuable insight and collaborated with our technology partners to develop the new survey reporting portal. Show less

  • Senior Change Management Consultant/ Change manager

    Jul 2022 - now

  • Senior Change Analyst

    Apr 2021 - Aug 2022

  • Change Management Consultant

    Aug 2017 - Mar 2021

  • Performance Analyst

    Dec 2013 - Aug 2017

  • Survey Implementation lead

    Jan 2012 - Nov 2013

  • Team Leader

    Jul 2011 - Dec 2011

  • Customer Service Advisor

    Aug 2010 - Jul 2011