Summary
Work History
LinkedIn
Selected Achievements
Executive Competencies
Enterprise Engagement And Advocacy
Education And Professional Development
Technology And Tools
Timeline
Generic
Flora McGrath

Flora McGrath

Golden Grove

Summary

Visionary and commercially astute senior executive with over 15 years of leadership experience spanning contact centre strategy, third-party collections, offshore operations, and enterprise transformation. Known for driving sustainable growth, operational excellence, and cultural uplift across complex, high-volume environments. Adept at leading multi-site teams across Australia and international markets, delivering measurable results through financial stewardship, client partnership, and innovation. Proven success in managing large-scale P&L accountability, optimising BPO frameworks, and shaping high-performing teams aligned to strategic business goals.

Work History

Senior Manager – Contact Centre Operations

AGL Energy
01.2023 - Current
  • Lead onshore and offshore contact centre operations across Adelaide, India, and the Philippines, servicing sales, collections, customer service, and compliance.
  • Manage a $multi-million budget and full P&L accountability for the onshore contact centre.
  • Oversee performance delivery across all key operational and commercial metrics, including compliance, sales conversion, collections (average payment and yield), customer satisfaction, operational efficiency, and profitability.
  • Partnered with Product Pricing and Mass Market Sales teams to design, deliver, and execute sales targets across both onshore and offshore contact centres, aligning frontline performance with strategic revenue goals.
  • Lead a team of 6 direct and over 20 indirect reports, responsible for 450+ frontline employees.
  • Partner closely with BPO vendors to ensure operational alignment, contractual compliance, and continuous improvement.
  • Maintain high levels of employee engagement, with a centre-wide score of 91%+ for three consecutive years.
  • Champion scalable strategies that balance commercial outcomes with frontline culture and customer value.

Founder & Principal Consultant

Vima Business Consulting
01.2021 - 01.2024
  • Established and ran a leadership and consulting business focused on developing capability in frontline leaders across customer-facing industries.
  • Delivered tailored workshops in leadership development, employee engagement, and strategic communication.
  • Supported businesses through change initiatives by simplifying people processes and aligning frontline behaviours with commercial goals.
  • Built a reputation for practical, people-first coaching that elevated team performance and strengthened culture.
  • Designed and implemented a company-wide incentive program for senior managers, aligning performance with commercial priorities and cultural outcomes.
  • Supported businesses through change initiatives by simplifying people processes and embedding performance-oriented leadership frameworks.

Manager – Transformation & Process Optimisation

AGL Energy
01.2021 - 01.2023
  • Designed and led process simplification initiatives ahead of large-scale technology transformations.
  • Delivered measurable cost savings and improved operational efficiency through streamlining frontline processes.
  • Collaborated cross-functionally to align operational design with customer and business needs.
  • Acted as internal change lead to reduce friction, complexity, and duplication across channels.

Team Manager – Service Delivery

AGL Energy
01.2014 - 01.2021
  • Managed frontline teams across various lines of business including collections, customer service, and energy sales.
  • Consistently delivered against targets for NPS, sales conversion, collection rates, and quality.
  • Built high-performing teams through structured coaching, development, and recognition.
  • Actively supported the offshore transition of certain portfolios through documentation, training, and quality oversight.

Team Manager – Specialised Claims and Complex Collections

Allianz Insurance
01.2009 - 01.2014
  • Led the Blue Eagle Brokers portfolio and complex collections team within specialised claims.
  • Managed sensitive, high-risk claims and recoveries with a focus on compliance, negotiation, and resolution.
  • Built strong foundational experience in third-party collections, customer vulnerability, and regulated environments.

LinkedIn

www.linkedin.com/in/flora-lazaridis-mcgrath-10552534b

Selected Achievements

  • Improved third-party insurance collections by 50% in 12 months, increasing performance from $250K to $375K.
  • Delivered $12M+ in annual collections revenue across multiple campaigns.
  • Achieved over 50,000 sales annually through optimised frontline operations.
  • Spearheaded a cross-functional simplification project that reduced AHT by over 5 minutes per call.
  • Maintained 91%+ employee engagement scores for three consecutive years.
  • Served as Host and Facilitator for AGL’s Customer Markets Leadership Day 2025, hosting an event for 350 senior leaders across the customer markets division — driving connection, engagement, and strategic alignment.

Executive Competencies

  • Enterprise Contact Centre Strategy & Leadership
  • Revenue Growth through Collections & Sales Optimisation
  • Global Delivery Models & Offshore Partnership Management
  • Strategic Client Relationship & Stakeholder Management
  • P&L Ownership, Budget Control & Financial Governance
  • Operational Transformation & Process Simplification
  • Workforce Strategy, Engagement & Capability Uplift
  • Regulatory Compliance, Risk Management & Governance

Enterprise Engagement And Advocacy

  • Member of the AGL Ability Network, an employee-led group that fosters a safe, supportive, and inclusive environment for employees living with disability and their allies.
  • Contributor to the Customer Accessibility Working Group, focused on ensuring all customers can access AGL's products and services without barriers.

Education And Professional Development

  • Masters of Business Administration, Human Resource Management, Australian Institute of Business - Currently Completing
  • Diploma of Business Management, Australian Institute of Business
  • Certificate IV in General Insurance, ANZIIF

Technology And Tools

  • Salesforce CRM
  • SAP CRM
  • Power BI
  • Avaya Proactive Outreach Manager (POM)
  • Workforce Management Platforms
  • Call Centre Analytics Tools
  • Microsoft Office Suite
  • Collaboration Tools (MS Teams, Zoom, etc.)

Timeline

Senior Manager – Contact Centre Operations

AGL Energy
01.2023 - Current

Founder & Principal Consultant

Vima Business Consulting
01.2021 - 01.2024

Manager – Transformation & Process Optimisation

AGL Energy
01.2021 - 01.2023

Team Manager – Service Delivery

AGL Energy
01.2014 - 01.2021

Team Manager – Specialised Claims and Complex Collections

Allianz Insurance
01.2009 - 01.2014

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Flora McGrath