Q: What advice would you give yourself if you were just starting out in the industry?
A: “You know nothing, Jon Snow”... for the Game of Thrones fans amongst us! When I first started in the industry, it took me a number of months to work out how little I knew. Since then I have never stopped learning. As the industry evolves, it’s crucial for all of us to continue to evolve to remain successful. Listening, learning and challenging are critical traits for the future.
Q: How are you supporting your customers during the COVID-19 outbreak?
A: Our support is currently focused across three key areas – the first being, acting as a source of intel and interpretation to ensure members have access to the information and insights they need to deliver for their customers. Secondly, we are supporting members in embedding non face-to-face technology such as Zoom, digital ID and electronic signature solutions to ensure they can continue to deliver high-quality processes and customer service. Finally, and most importantly, it’s about personal support. It’s times like this that reinforce why we are keen supporters of RUOK.
Q: What are your biggest career challenges and accomplishments?
A: One standout role was as a co-founder of UBank, which today is recognised as a leading direct bank. But without a doubt, leading Choice and being part of the broker industry continues to be the most satisfying. I still pinch myself regarding how lucky I am to work with such a great team and such fantastic brokers.
I first started at Choice just after NCCP commenced, and I was brand new to our industry. At the time it was one of the biggest changes the broker industry had experienced, and I remember feeling like I was in the eye of the storm. But the industry came through, stronger than ever. As a collective, brokers are highly resilient, with a proven track record of not only surviving adversity but prospering beyond challenges.
Q: What’s your biggest goal for the next year?
A: For me, 2020 is all about supporting the Choice team and our members in navigating the COVID-19 operating environment and ensuring they are well positioned to make it through this year strongly and successfully. While I know there are going to be some tough times ahead, I believe the broker proposition is stronger than ever.