Chris D.
Chief Operating Officer
Experience
Jun 2022 - Apr 2025
2 years 11 monthsAustralia
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 monthsAustralia
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 monthsAustralia
Head of Operations
ING Australia
- Led the customer-facing operational teams of 350 FTE to deliver outstanding customer experiences across a period of record growth and the introduction of new products.
- Responsible for the 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 to deliver outstanding customer results; 50% of personal loans and credit cards approvals same day, mortgage broker rating from 6th in industry 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' that resulted in significant uplift in staff engagement scores (WPC / OHI) across the global COO domain.
- Led the global process forum for daily banking, which resulted in the centralization of key tasks to Poland allowing for greater efficiency and scale in card dispute investigations globally.
May 2018 - Oct 2019
1 year 6 monthsAustralia
Head of Agile Transformation
ING Australia
- Reporting to the Executive Leadership Committee and the Global Head of Transformation, led 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 organizational design maximizing use of available resources to deliver quality products and services to customers, providing sustainable staff engagement and enabling bank to learn and grow.
- Realigned resources into tasks and roles seen as 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 and embedded ongoing change portfolio prioritization process increasing transparency and speed of decisions.
Jul 2017 - May 2018
11 monthsAustralia
Head of Performance & Planning
ING Australia
- Led process analysts, process experts and workforce optimization teams in a time of 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 that defined how Operations support overall ING Australia strategic objectives, driving optimal staffing and process decisions through data.
- Designed, sized and built business case of future operations combining internal and external platforms, automation, robotics and different sourcing models.
Jan 2006 - Jun 2017
11 years 6 monthsAustralia
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.
Languages
English
NativeEducation
Macquarie Graduate School of Management
Master of Business Administration · Business Administration · Sydney, Australia · WAM 82.50 – Dean’s List (top 3% of graduating class)
Royal Melbourne Institute of Technology
Bachelor of Business (Economics & Finance) · Business (Economics & Finance) · Melbourne, Australia · Degree of Distinction
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