About the facilitator
Ronny is a highly respected, results driven and collaborative leader with 21 years’ experience in Financial Services, Utilities and Retail across multiple functions including Customer Service, Back Office and Support Services. Supporting and leading large teams, delivering best practice Customer Service Excellence, Digital Experience, Operational Management and Process Excellence.
Ronny is a transformational change leader with expertise in CX Design, Agile and Lean Six Sigma leading large scale customer focused transformational change and digital technology programs including process re-engineering, operating model optimisation and organisational design within both private and government sectors.
He has held numerous senior executive strategic and operational roles including Head of Customer Service at the Water Corporation and Head of Retail Sales and Service Development at Bankwest accountable for the organisations end to end customer strategies, processes and experience.
Ronny offers a comprehensive background in developing Strategy, building relationships, operating within highly regulated and legislative environments and delivering E2E sustainable business transformations which have grown business performance and customer outcomes through excellent engagement and change management skills which involve all colleagues in the value chain and change journey.
Key Expertise
- Strategic Thinking, Strategy Development and Implementation
- Transformational Change Leadership
- Customer Service Excellence
- Operational Excellence and Continuous Improvement
- Digital Technology Enablement
- Lean Six Sigma, Agile, CX Design
- Driving Cultural Change and Developing High Performing Teams
- Business Transformation, Planning and Performance Improvement
Industry Focus
- Public and Private Sectors
- Finance and Insurance Industry
- Utility Industry
