Commonwealth Bank

Head of Diversified Account Management, Transaction Banking Solutions 

Australian Institute of Company Directors

Member

Blockchain Australia

Meals with Impact

Meals with Impact exists to help women of migrant and refugee backgrounds feel more confident working in Australia’s hospitality industry through hands-on training, paid work, and a pathway to meaningful, sustainable employment.

Member/Advisor - CBD Project Steering Committee 

Advisor

Westpac Institutional Bank

The leadership of the Customer Life Cycle Journey for Corporate and Institutional (enterprise) clients across Australia. The customer life cycle journey involved bringing the sales, implementation, relationship management and service teams together to ensure we provided the best experience for our clients.

Head of Corporates, Client Engagement - Global Transaction Services

I was appointed to develop and execute the strategic approach for the public sector in New South Wales. This business encompassed our client management, business development, innovation and transformation teams that had been specifically selected to deliver an exceptional customer experience.

Head of Public Sector NSW - Global Transaction Services

I led the Solution Consulting business in the Institutional Banks Sales Division. This business was responsible for providing advisory services, technical sales support, and dynamic thought leadership to the bank’s clients and sales teams.

Head of Solutions Consulting - Global Transaction Services

Rubix

Rubix lets individuals and businesses connect with one another directly through flexible and attributable contribution based earn mechanics. Being community-led ensures that benefits are reinvested back to those that participate. No shareholders with competing agenda, simply globally connected contributors working towards a common mission.

Contributor

Westpac Group

ABLE’s mission is to advocate for all people with visible and invisible disabilities and their carer’s, ensuring Westpac is an accessible & inclusive place to work.

Chair - ABLE Executive Committee 

I redesigned the Solution Engineering/Advisory business within the Institutional Banks Product Group, this business was responsible for delivering advisory services, sales support, and guidance to the bank's four business banking segments, each with over 100 transactional banking sales executives nationwide. I spearheaded a major transformation effort, prioritising stakeholder relevance and value delivery. The team's core focus areas encompassed client acquisition and retention, client discovery and solution design, payments and industry advisory, as well as proactive stakeholder engagement.

Head of Solutions Engineering & Payments Advisory

Felton Global Logistics

Designed the transformation plan for 40-year-old global freight business. I prepared the business for sustainable growth by digitising the business and reducing costs, whilst retaining its customer-centricity.

During my tenure at this private company, I developed and led various initiatives across the business. These initiatives were key to driving outcomes in line with the company's goals.

They included:
- Company Restructure: Key Roles & Teams
- Brand Refresh
- Online Channel Development
- Collateral Enhancement
- Supplier Negotiations
- Finance Transformation

General Manager

Ryan Hodges, an accomplished banking and finance executive, brings a wealth of experience in the dynamic payments and tech sector. With expertise spanning strategy, sales, customer experience, and service design, Ryan is uniquely positioned to drive innovation in today's rapidly evolving payment landscape. 

Ryan's deep understanding of emerging trends enables him to harness cutting-edge advancements, driving growth while anticipating industry changes. Skilled at integrating emerging tech with evolving customer preferences, Ryan excels at delivering exceptional experiences. His consistent leadership in spearheading strategic initiatives and navigating complexity underscores his results-oriented approach. With a strong grasp of emerging technology and an unwavering focus on customer satisfaction, Ryan is poised to redefine value in financial services.

Ryan Hodges GAICD

Victorian Multicultural Commission

Regional Advisory Council Member

Connecting Now

Helping the community connect to their language of choice through fast and reliable interpreting. Supporting an evolving industry with interpreter and customer at the centre if everything we do.

Responsible for:
Client Management 120+ clients across AU/NZ
Relationship Management with NAATI, AUSIT and NZSTI
Quality Assessment and Management across all clients
Service Level Reporting Monthly
Growth and Onboarding including L&D, of all new clients across AU/NZ
Management of third party relationships across AU/NZ
Management of 800+ interpreter workforce

Head of Customer Success

Australian Customer Experience Professionals Association (ACXPA)

When it comes to being supported by an association,  ACXPA is here to provide a fresh alternative with modern leadership, advocacy and passion for contact centre, customer service, digital and customer experience professionals in Australia.

Our vision is to build a professional community that creates better customer, business, career and industry outcomes through a powerful online platform and regular in-person events.

ACXPA Victoria Board Member

Serco

Leading dynamic Workforce Planning, Quality and Learning & Development teams working across inbound and outbound contact centre

Support Services Manager

Customer contact centre manager working across the contact centre; inbound and outbound.
Managing Operations and Team Leaders across anywhere from 50 - 450 FTE dependent on requirement.

Customer Service Manager

ezispeak™

Management of Workforce Planning, Quality and Customer Service across ezispeak client base.
Management of a small inbound contact centre and over 2000 interpreters working across NZ and AUS.
Stakeholder and complaint management across all clients and NAATI and NZSTI.

Head Of Service Operations

La Trobe University

Management of  Face to Face, Inbound/Outbound Call and CRM/Email/Social media enquiries across Current Students and Academics, Latrobe University.  
Workforce Planning across all campus' Metro and Regional.

Senior Operations Manager - ASKLaTrobe

Red Energy

Workforce Planning Manager across all Retail Services; Customer Care, Collections, Business Initiation and Sales, including all onshore and offshore inbound/outbound functions.

Workforce Manager

Yarra Valley Water

Workforce Planning across all of YVW Inbound Customer Care. Forecast creation, resource plan creation. Management of the WFM team across Retail Services. Budget management across all campaigns and suppliers.

Workforce Planning Manager

Maroondah City Council

Responsibilities
•	All operational requirements for three sites, inclusive of all payroll administration
•	Develop and deliver scorecard reporting, call and foot traffic forecasting
•	Development of KPI structure and manage development for 18 staff
•	Workforce Planning advice to Directors and Managers internally
•	Training & coaching of staff to implement and manage any changes in their current operations 
•	Volume forecasting for call and foot traffic across 3 unique sites
•	Development of Resource Models for new Council facilities - Aquanation/Realm

Customer Operations Manager

Toll Holdings Limited

Responsibilites: 
•	Standardise key operational functions across site to deliver service and cost improvements.
•	Facilitate workshops to produce process maps which meet contractual, internal & industry standards
•	Train & coach staff to implement and manage changes to operational processes 
•	Compile continuous improvement programme to meet cost, quality and service objectives 
•	Create and implement scorecards using financial/budget data to drive business outcomes

Operational Excellence Manager

Responsibilities:
•	Manage national inbound/outbound customer contact for 759 Coles and affiliated liquor stores
•	Compile and present monthly call reporting for teams, Toll executive, and Client
•	First point of contact for Coles Head Office queries
•	First point of contact for Linfox/Cameron’s/Toll SPD/Toll Tasmania/NTFS Transport providers
•	Liaise with Inventory & Commercial Managers to create resource plans against budget
•	Evaluate site performance against KPIs & identify opportunities for improvement
•	Manage planning for seasonal events (Xmas, Easter etc.)
•	Volume planning (promo and business as usual) for Manual, Mechanised and Liquor chambers
•	Store transmission roster management
•	FTE roster management (700 heads) including Casual pool
•	OWR (Overall Work Rate) and AWR (Average Wage Rate) management to budget
•	Recruitment, attrition and casual to perm ratio management

I am a Workforce Planning  and Customer Service professional with over 20 years of experience in related people management roles.  I look for challenging roles in fast paced environment, with high profile businesses, where I can use my skills to drive value.  I am driven and strive to build effective and results focused teams; this has been a consistent theme throughout my career.  I bring experience with Contact Centres, Transport, Emergency Services, Finance, 3PL supply chain and logistics, working with high profile clients in low margin businesses where results are critical, proven commercial acumen and practical knowledge of Human Resource practices.

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The Battle

Ryan Hodges GAICD

Luisa Tutera

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