Profile: Ann Clifford, Savings & Loans Credit Union

Ann Clifford Member Contact Centre Manager Savings & Loans Credit Union   Number of years in role:  2 years Number of staff:  50 Industry:  Finance

What do you do?
My role is to manage Savings & Loans’ inbound and outbound sales and service oriented contact centre.

What results are expected in your position?
We have the responsibility of developing operational and strategic plans, providing leadership and achieving sales and service targets.

What has been your biggest career highlight to date?
The highlight of my role was being chosen to represent Savings & Loans in India in June 2006 on a “Corporate Challenge” with Plan Australia. The Challenge involved trekking through the Himalayas and spending time in childcare centres in New Delhi. The purpose of the trip was to raise awareness and money for child-centred projects in India.

What is the best and worst thing about your job?
I think the best and worst thing about the job is the unexpected developments. I really enjoy working with the team members when they rise to the occasion and meet these unexpected challenges. But at the same time, these developments can be extremely frustrating.

Any tips on how to get and stay ahead?
It’s important to build a good network and keep up with the latest developments in the industry, most importantly technological changes.

How do you encourage loyalty with your staff and clients?
“Do unto others.” I am blessed to work for a very ethical organisation. It makes it easy to be proud of who you work for and work with. 

What do you think employees want from their employer?
A fair deal. I believe staff want to feel valued to feel that what they do everyday contributes to the benefit of our members and our business as a whole.

What does your company do for its staff that you feel is different from what other companies provide?
Savings & Loans gives a sense of “doing it together”. This is a company that genuinely cares for its staff and its members. The bottom line is not only profit, it’s how you make that profit that is equally important.