Chris Dyer - Independent Management Consultant

Düsseldorf, Germany

Experience

Jun 2022 - Apr 2025

2 years 11 months

Head of Business Lending

ING Australia

Overall P&L responsibility for $100m+ business
Direct responsibility for sales, product, middle office and technology delivery teams
40% increase in revenue driven by credit policy optimization, diversification of revenue sources & fee growth
Oversight of delivery programs for digitization of business lending loan origination processes to new lending platform leading to 63% increase in process automation

Jan 2021 - Jun 2022

1 year 6 months

Chief Operating Officer (Interim)

ING Australia

Diverse people leadership for 600+ staff across transformation, operations, AML, 1st line risk
Oversaw day-to-day operations across multiple departments, ensuring timely delivery of projects and streamlined workflows
Formulated strategic plans aligning with overall company vision, setting achievable short and long-term goals to drive growth and profitability
Delivered 6% year-on-year cost reduction while maintaining market leading customer service
Delivered bank and industry leading staff engagement scores at a time of high transformation and change (supporting attrition 10% below wider bank)
Oversaw delivery of key technology programs for operations, risk, finance and transformation

Oct 2019 - Jan 2021

1 year 4 months

Head of Operations

ING Australia

Led customer-facing operational teams of 350 FTE to deliver outstanding customer experiences across record growth and new product introductions
Responsible for end-to-end customer management from lead to cash, customer in life and payment processes across mortgages, personal loans and credit cards, commercial lending, payment and savings operations, and KYC
Realigned strategic objectives to focus on speed, dependability and efficiency resulting in 50% of personal loans and credit cards approvals same day; mortgage broker rating improved from 6th to 2nd in 24 months; record customer easy scores across major products
Worked with product tribe leaders to define automation roadmap to bring scalability and efficiency to key processes
Led a global team across 12 ING countries within the COO domain to design and embed a new staff engagement model built around 'Career, Community & Purpose' resulting in significant uplift in staff engagement scores across the global COO domain
Led the global process forum for daily banking, resulting in centralization of key tasks to Poland allowing greater efficiency and scale in card dispute investigations globally

May 2018 - Oct 2019

1 year 6 months

Head of Agile Transformation

ING Australia

Reported to the executive leadership committee and the global head of transformation, leading the transformation team as ING redefined its way of working across delivery, sales, service and support
Oversight and governance of $120M change portfolio across 6 delivery tribes
Implemented an organizational design to maximize resource utilization, deliver quality products and services, provide sustainable staff engagement and enable organizational learning and growth
Realigned resources into tasks and roles critical to future success
Delivered data-driven change strategies and programs to increase transformation adoption and pace, and to track change, user behavior and readiness
Deployed an ongoing change portfolio prioritization process to increase transparency and speed of decisions

Jul 2017 - May 2018

11 months

Head of Performance & Planning

ING Australia

Reported to the COO Australia, leading process analysts, process experts and workforce optimization teams during rapid expansion and growth
Designed, built and implemented management reporting and analytics suite for internal and external stakeholders enabling business performance growth
Facilitated development and coordination of strategic plans for operations to support overall ING Australia strategic objectives, using data to drive optimal staffing and process decisions
Designed, sized and built business case for future operations combining internal and external platforms, automation, robotics and different sourcing models

Jan 2006 - Jun 2017

11 years 6 months

Management Consultant – Senior Manager

PwC Australia

Collaborated with cross-functional teams to successfully deliver comprehensive solutions for clients
Managed client relationships through regular check-ins and updates on project progress
Evaluated client needs and expectations, establishing clear goals for each consulting engagement
Developed innovative strategies for clients, resulting in increased revenue and business growth
Assisted clients in navigating complex industry challenges with strategic recommendations
Identified areas of improvement for clients’ operations, implementing targeted solutions to increase productivity
Major industries: Banking & Financial Services, Utilities, Telecommunications
Project types: Operational transformation, Sales transformation, Cost reduction, Risk remediation, Process improvement, Regulatory & compliance

Summary

Transformational banking leader with over 20 years’ experience driving strategy, growth, and digital transformation across business lending, operations, and technology. Recognized for delivering sustained commercial growth, organizational agility, and operational excellence. Proven success leading large multi-functional teams (600+ FTE) and managing $100M+ P&L portfolios to achieve superior business and customer outcomes.

Skills

P&l Leadership & Commercial Growth
Business & Digital Transformation
Operational Excellence & Risk Management
Customer Experience Strategy
Agile & Organizational Design
Stakeholder & Board Engagement
People Leadership & Culture Uplift

Languages

English

Native

Education

Royal Melbourne Institute of Technology

Bachelor of Business, Economics & Finance · Business (Economics & Finance) · Melbourne, Australia

Macquarie Graduate School of Management

Master of Business Administration · Business Administration · Sydney, Australia · WAM 82.50 – Dean’s List (top 3% of graduating class)

Need a freelancer? Find your match in seconds.

Try FRATCH GPT

Similar Freelancers

Discover other experts with similar qualifications and experience

Experience

Head of Business Lending

ING Australia

Chief Operating Officer (Interim)

ING Australia

Head of Operations

ING Australia

Head of Agile Transformation

ING Australia

Head of Performance & Planning

ING Australia

Management Consultant – Senior Manager

PwC Australia

Summary

Skills

Languages

Education

Royal Melbourne Institute of Technology

Bachelor of Business, Economics & Finance · Business (Economics & Finance) · Melbourne, Australia

Macquarie Graduate School of Management

Master of Business Administration · Business Administration · Sydney, Australia · WAM 82.50 – Dean’s List (top 3% of graduating class)

Similar Freelancers

Advisory Board | Mentor | NED | Business Angel

Managing Director & Executive Fractional Advisor

Head of Challenges, Full-Throttle Driver, Revenue-Obsessed, Loving to Make IT Better

Executive Consultant (C-Level) / Interim Navigator (CEO/CRO)

Product Strategist / Specialist Lead (until 06/2022: Subject Matter Expert)

Head of Operations

Partner

Lecturer for Generative AI, Freelance Part-Time Associate

Owner / Business Consultant

AI – Data & Quality Specialist

Interim Digital Business Lead / DVS Owner – Large Scale Segment

Interim Managing Director - change management -

Founding Shareholder

Founder and Managing Director

Senior VP Growth, CRO Office

Integration of Ratioform GmbH

Chief Transformation Officer – Special Machinery, Equipment and Services

Interim Sales Director

Vice President Customer Success

Advisor

Founder and CEO

Accountant & Controlling Manager

Chief Experience Officer

Operation Manager

Founder

Interim Head of Transformation

Interim Head of Service

Finance Transformation Director

Senior Vice President Growth

Senior Business Development Manager