NSW GM EDM

spBF logo landscape

Update: The Australian and New Zealand operations of Bibby Financial Services were acquired by Scottish Pacific Business Finance in late 2015 to create Australia’s largest non-bank invoice finance specialist. Welcome to our website.

nsw gmWow, what a year!

Scottish Pacific is approaching our 30th year in business in Australia, and we have grown year on year since our inception in 1988. We actually still have clients that joined us in our first year of operation!

Whilst we have always enjoyed growth, the past year or so has seen a transition like nothing we have experienced in our previous 29 years. Through several acquisitions and continued growth, our business is now double the size it was 18 months ago. Add to this our listing on the ASX and it has certainly been a challenging but rewarding time.

Of course, with this steep growth curve comes some challenges, not least of which is a big change to the people who work on the front line. Our client relationship management team has grown from 5 teams to 12 teams and our support staff from around 20 to more than 60 and that’s just in our Sydney operations team. Our full time staff headcount is now approaching 300 across Australia, NZ, China and the UK.

With this growth also comes opportunities for our staff. NSW has seen 5 of our most senior Client Relationship Managers accept promotions to other parts of our business. This is a great opportunity for them, however, provides some challenges in replacing such important client relationship roles with suitably qualified and experienced candidates.

I know the transition to new Relationship Managers and Accounts Administrators can cause some disruption to our clients and I take this opportunity to thank all of you for your patience and understanding through any transition in your relationship management team.

I am confident that Scottish Pacific NSW now has a reliable and consistent operations team in place with very qualified and experienced staff. Our goal now is to ensure that we take the time to really get to know our clients and to understand their business and what they need from us. To rebuild the long term relationships that were forged over many years and to build strong new relationships with our new clients.

All of our clients will be visited by their Client Relationship Manager and we will be regularly asking you two questions, “What annoys you about Scottish Pacific?” and, “What can we do better for you?”. We have a genuine desire to improve and simplify our processes over the coming year to make life easier for you. We will be embracing some new technology as part of this process but, again, our main focus will be on getting to know you more intimately. This truly is our main goal for the next 12 months and beyond.

Our recent client survey highlighted areas where Scottish Pacific continues to outperform our peers, but also highlighted some areas that we can improve upon. With your continued feedback we will be working to improve all areas of our client experience. We have committed to seeking feedback via surveys on a more regular basis and our managers will be regularly seeking feedback during the course of everyday business.

Whilst our survey suggested a great proportion of our clients would happily recommend us to their contacts – it also highlighted that most were unaware of our formal client referral scheme whereby Scottish Pacific rewards our clients for any successful referral. Your Client Relationship Manager can provide more detail on this if needed.

In closing, I would again like to thank all of our clients, whether new or approaching 30 years with us, for your loyalty and support of Scottish Pacific and to stress how important strong relationships are to us. Now that our transition phase is bedded down, we are back to building strong and intimate relationships with our clients and to really getting to know how we can improve your time with us.

Finally, if your Client Relationship Manager does not ask you, “What can we do better for you?”, feel free to contact me personally and provide that feedback. My contact details are below.

All the best for the remainder of 2017 and into the future.

Regards,
Justin Doczy
General manager NSW/ACT

02 93729983

spandf1