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The Navigator Company |
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Storytelling . . . |
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Assignments |
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EDR / Ombudsman Schemes |
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Assignments completed in the last couple of years are summarised on this page. |
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To contact us: |
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mob: +61 431 500 999 tel: +61 3 9523 5111 fax: +61 3 9523 8855 e-mail: phil.khoury@thenavigator.com.au |
Fees and Levies ReviewFinancial Industry Complaints Service (FICS)
Interviewed stakeholders, undertook analysis of membership base and fee & levy income, researched practice from other schemes, developed a revised funding/fees model and prepared paper recommending a set of underlying principles.
Strategic Review & Three Year PlanSecurities & Futures Commission - Hong Kong
Conducted independent review of all aspects of operations. Prepared assessment of SFC preparedness for challenges ahead, identified areas for improvement and provided a series of recommendations in reports to the executive. Conducted senior staff workshops to brief on findings and test recommendations. Prepared an outline of the strategic plan and a project plan for continued in-house detailed development of new regulatory programs and divisional business plans by senior staff from the Commission.
Functional ReviewIndependent Commission Against Corruption, NSW
As part of three member syndicate, conducted an independent functional review of the organisation. External and internal perceptions of effectiveness were assessed, documents and procedures reviewed and small workshops of staff were conducted.
An assessment of functional effectiveness, risks faced and recommendations were provided in an extensive report to the Commissioner. That report was provided to the overseeing Parliamentary Committee.
Communications ResearchFinancial Industry Complaints Service
Conducted mystery-shopper based telephone research to establish level of awareness of FICS brand and knowledge of correct responses to consumers amongst financial industry telephone customer service staff. Prepared methodology and refined with a FICS committee, hired telephone research staff, conducted research, tabulated and analysed results. Prepared report of findings and recommendations.
Technology for elected CouncillorsCity of Melbourne
Reviewed information technology service provided to Lord Mayor and elected councillors. Interviewed Lord Mayor and elected councillors, observed IT systems in use, researched comparable practice and made recommendations. Report was accepted and recommendations were subsequently revised at CEO’s request to include the most senior executives. |
