Gavin Smith

Reporting to CEO Resimac Ltd., I had overall responsibility for the on-line distribution channel for Resimac; known as 'State Custodians Mortgage Company'.

Key Achievements:

• Operational and strategic review conducted with recommendations supported, which saw a complete re-engineering of the P&L, budgets, product positioning, web strategy, lead generation strategy, transfer pricing, personnel roles, structures and incentives, Etc.. 
• Assessment, redesign and deployment of new Customer focussed procedures and operational processes, including the relocation of non-core, non-business generating support roles to Resimac HQ, both to reduce costs, and capitalise on the existing economies of scale not available solely within the on-line channel business
• Introduction of metric based performance management outcomes to measure all business metrics, functional metrics and individual personnel performance;
• Creation and support of a new 'sales' performance based culture, including a change in core hours, remuneration structures, performance management & incentives, and a long term commitment to professional results orientated sales training;
• Re-engineering of all web sites, lead generating sources, marketing expense lines, to ensure all digital activity measured & costed.

These changes helped achieved some real and tangible outcomes:

• Significant improvement in Customer Satisfaction, where 96% of Customers would 'recommend' State Custodians (8/2014-5/2015);
• Improved Culture & morale and highest recorded level of support for leadership (Staff Survey 04/2015);
• Lowest ever acquisition costs for new leads, applications & settlements (04-2014);

• Strongest ever analytic's for business web site, conversions (04-2014);
• 'Best Customer Service' 2015 Australian Lending Awards - Finalist (02/2015);
• Money Magazine Non-Bank Lender of Year 2015 (05/2015);
• Best Company for Innovation & Leadership Home Loan Solutions Asia Pacific 2015 IAIR (03/2015).

Reporting to COO Resimac Ltd.,  I was the (ASIC required) 'Responsible Manager' leading the Mortgage Operations functions of Resimac.

Core Responsibilities:

• Directly accountable for Resimac's Operations department, including the packaging, settlement, customer care, retention, variations and discharges teams. (FTE: ~40+)
• Accountable for all front facing Applications used in the Loan Procurement & Loan Servicing process/es;
• Responsibility for loan data quality and origination reporting;
• Develop and execute business strategy through the management of the Resimac Project Management Office, ensuring compliance with all change management and risk protocols.

Key Achievements:

• Ongoing process improvement and efficiency gains, whilst maintaining service delivery, and exceptionally low rates of errors, or complaints;
• Led the scoping and deployment of the National Consumer Credit Protection Act, a major legal and compliance reform for lending in Australia;
• Led the acquisition and on-boarding of the NZF Finance home loan book into Resimac;
• Led the Project to launch Resimac into the NZ market, commencing originations via NZ Intermediaries;
• Led the project to research, acquire and on-board the 'LoanKit' business from Mortgage Choice, into Finsure (a Resimac subsidiary);
• Operational on-boarding of 'RHG Limited' home loan Customers ($1.9bn) into Resimac;
• Scope, business plan draft for cost reductions by off-shoring selected functions to Philippines;
• Ongoing clear audits, risk reviews and achievement of Strong Servicer Rating annually from Standard&Poors;
• Ongoing succession planning and finally recruitment of my Successor.

In this role, I was responsible for the performance of the home Loan products offered to the market by Resimac Ltd, and how these were presented and promoted to Resimac's intermediary (B2B) channel.

Core Responsibilities:

• Lead new product & pricing initiatives;
• Product road map for medium term strategic outlook;
• Lead intelligence of competitors & broader market, and recommend changes where required;
• Lead knowledge hub for all product related enquiry across Resimac.

Key Achievements:

• Design and deployment of a new on-line procurement application ('RESiQ') for on-boarding of new home loan applications for Resimac, from its intermediary channel. This achieved 100% take up. 

Reporting to CEO Bluestone Group, I had overall responsibility for Bluestone's Reverse Mortgage product/channel, known as 'Bluestone Equity Release'.  

Key Achievements:

• Australasia's most awarded Reverse Mortgage;
• Increase in market share to 18%, second only to CommBank;
• 2008 MPA for best end-to-end Application process;
• Margins up 11%, fee revenue up 74%;
• Active loan writers from 16% to 23%;
• 2008 Customer Survey - 94% positive response;
• GFC crisis management, including cessation of new originations.

Reporting to COO Bluestone Group, I enjoyed responsibility for existing products & strategies, including product management, fee revenue, market intelligence, new development.

Further, this included sponsoring the Broker on-line submission tool. 

Key Achievements:

• 2006 Best Product Suite;
• Engaged McKinsey & Co, launched new pricing strategy;
• Increased NPV by 20% to 30.6.2007;
• Increased fee revenue by 42% to 30.6.2007.

Original member of the Equity Release business, responsible for product design & performance, IT development, data quality, business partners.

Key Achievements:

• Design of Application & Servicing procedures;
• Clear audits for first ever (AU) Reverse Mortgage RMBS;
• 6 month 'Head of Lending' underwriting cover;
• Scope, Business Plan compilation, launch of NZ business.

Scope & execute a project to deliver the best outcome for the mortgage documentation and settlement of Bluestone home loans.

Key Achievements:

• Launch of in-house documentation & settlement function;
• On time, on budget, resulting in $2m annual increase in revenue.

 1 x 12mth contract with Schroders Investment Management PLC;  and        1 x 12 mth contract with Bank of New York.

Both roles where based in Central London (U.K.) 

Various roles located in Sydney, Adelaide & Melbourne.

Required for ASIC 'Responsible Manager' qualification

8 subjects of the MBA Executive program successfully completed

Course detailing funding mechanism known as Mortgage-backed Securitisation

Project Management Methodology