Multi-talented Senior Manager well-versed and highly effective at developing, executing and directing key improvements to enable business enhancements and growth. Visionary leader with solid success leading business operations toward growth.
Led the Safety by Design portfolio across the group, focusing on customer safety and fairness initiatives.
Responsible for conducting monitoring activities across the enterprise to measure adherence with company standards and policy.
Utilised strong stakeholder management skills to influence decision-making within Lines of Business/Portfolios.
Integrated fairness and safety principles into the Product and Service Lifecycle policy, including related artefacts and procedures.
Led the uplift of financial abuse identification and action within the organisation.
Applied storytelling tools, such as customer voice, complaint analysis, and community sector input, to drive organisational change.
Actively contributed to shaping corporate policies and procedures around customer fairness and safety.
Facilitated change management processes to improve team collaboration and performance.
Analysed market trends to inform product development and pricing strategies.
Collaborated with stakeholders to enhance customer experience and satisfaction initiatives.
Coordinated with internal departments to ensure successful execution of projects according to timeline and budget constraints.
Established effective communication channels between different departments within the organisation.
Participated in recruitment initiatives by interviewing potential candidates and selecting suitable hires.
Created detailed reports on project progress for senior management review.
Ensured compliance with applicable laws, regulations, policies, and procedures across all business units.
Reported to executive leadership on performance metrics, challenges, and strategic opportunities.
Facilitated team meetings and workshops to align on goals and strategies.
Provided leadership, insight and mentoring to newly hired employees to supply knowledge of various company programs.
Reviewed completed work to verify consistency, quality, and conformance.
Manager, Customer Insights (Root Cause)
Westpac Banking Corporation
10.2021 - 07.2023
Synthesized customer complaint data to identify key pain points, fostering actionable insights to improve customer experience across various business units.
Demonstrated excellent stakeholder management, influencing decision-making and promoting a customer-first approach.
Delivered impactful presentations and reports to senior executives and the Board, addressing critical issues and driving operational improvements.
Employed ethical questioning techniques to shape fairness-related decision-making and enhance business processes.
Led deep-dive initiatives into thematic customer pain points, presenting findings to drive cross-functional action.
Implemented process improvements to enhance operational efficiency and team productivity.
Coordinated cross-departmental projects to ensure alignment on strategic goals and initiatives.
Developed and maintained relationships with key stakeholders to support business objectives.
Analyzed operational data to identify trends and inform decision-making processes.
Led regular meetings to communicate updates, resolve issues, and drive project progress.
Coached, mentored and trained team members in order to improve their job performance.
Provided leadership during times of organisational change or crisis situations.
Developed and implemented strategies to increase customer satisfaction and loyalty.
Analysed customer feedback data to develop action plans for improving services offered.
Customer Manager (Complex Bank Complaints)
Westpac Banking Corporation
06.2020 - 10.2021
Focused on coaching and training bankers to resolve complex customer complaints while ensuring adherence to RG271 requirements.
Guided teams on responsible lending practices in line with internal policies and external regulatory frameworks (ASIC and APRA).
Developed strong relationships with key stakeholders to drive better outcomes for customers.
Delivered high-level support as a mortgage subject matter expert, collaborating with cross-functional teams to resolve issues efficiently.
Utilised core systems (Resolve, One Bank Platform, GOE) to manage customer complaints and complaints escalation.
Managed customer inquiries and resolved issues efficiently and effectively.
Coordinated communication between departments to streamline service delivery.
Led training sessions for team members on customer service best practices.
Provided exceptional customer service to ensure customer satisfaction.
Resolved escalated customer complaints in a timely manner.
Maintained accurate records of customer interactions and transactions.
Created and maintained positive relationships with customers through proactive communication.
Analysed data to identify trends in customer complaints and feedback.
Tracked the quality of customer interactions using established metrics.
Monitored customer feedback, identified trends, and reported findings to senior management.
Assessed customer satisfaction levels through surveys and other feedback mechanisms.
Home Lending Specialist (Consumer Connect Now)
Westpac Banking Corporation
02.2019 - 06.2020
Completed end to end customer home lending applications.
Trained and supported bankers to ensure excellent customer outcomes and compliance with CSA and Consumer Credit policies.
Facilitated the transformation of role requirements, providing leadership and support to Home Lending Specialists.
Managed escalation and complaints while maintaining a strong customer focus and adhering to responsible lending standards.
Drove sales by converting leads into successful customer engagements, contributing to the overall success of the business.
Evaluated loan applications for compliance with lending policies and regulations.
Guided clients through the loan process, addressing questions and concerns effectively.
Collaborated with team members to streamline loan processing procedures and enhance efficiency.
Analysed credit reports to assess borrower risk and inform lending decisions.
Educated clients on various loan products tailored to their financial needs.
Maintained accurate records of loan transactions in the banking system.
Assisted in resolving customer disputes related to loan terms or payments promptly.
Advised customers on the various types of loans available that best meet their individual needs.
Performed due diligence reviews of potential borrowers prior to issuing new loans or lines of credit.
Researched and resolved discrepancies related to customer accounts in a timely manner.
Ensured adherence to all applicable laws, regulations, policies, procedures governing lending activities.
Lending Solutions Banker
Westpac Banking Corporation
10.2019 - 02.2020
Delivered high-quality service and customer solutions, adhering to all regulatory and policy guidelines.
Focused on responsible lending practices and managed complaints and escalations effectively.
Excelled in converting sales leads and managing home lending processes with high attention to detail and strong organizational skills.
Assisted customers with inquiries through phone and chat support.
Resolved customer issues using CRM software and knowledge base resources.
Provided product information to help customers make informed decisions.
Documented interactions and follow-up actions in customer service systems.
Collaborated with team members to enhance service delivery and efficiency.
Maintained knowledge of company policies, products, and services for accurate support.
Conducted quality assurance reviews to ensure compliance with service standards.
Trained new representatives on best practices and company procedures for customer care.
Knowledge Expert
Westpac Banking Corporation
10.2018 - 10.2019
Provided support to new-to-bank bankers in resolving account, card, and mortgage servicing inquiries.
Facilitated training, coaching, and problem-solving in a collaborative environment, ensuring a high standard of customer service.
Managed escalated complaints and worked to resolve issues efficiently.
Developed training materials to enhance team knowledge and skills in key areas.
Collaborated with cross-functional teams to implement strategic initiatives effectively.
Provided expert guidance on compliance issues and regulatory requirements for projects.
Mentored junior staff, fostering professional development and knowledge sharing within the team.
Created comprehensive documentation for processes, policies, and best practices for reference.
Offered one-on-one support for team members and managers to drive continuous improvement.
Provided subject matter expertise during meetings with senior leadership team members in order to discuss potential opportunities or challenges.
Managed customer inquiries with a focus on providing timely resolutions while maintaining excellent customer service levels.
Seconding Team Manager (Customer Care)
Westpac Banking Corporation
07.2018 - 02.2019
Led coaching initiatives to empower team members in delivering excellent customer service.
Collaborated with other managers and knowledge experts to foster a culture of success and continuous improvement.
Demonstrated flexibility by providing support across teams based on evolving business needs.
Proactively recognized and celebrated team and individual achievements, driving engagement and performance.
Led team meetings to discuss project updates and operational challenges.
Coordinated training sessions to enhance staff skills and service delivery.
Managed resource allocation to ensure optimal workflow efficiency and productivity.
Developed policies to align team activities with corporate objectives and compliance standards.
Implemented performance evaluations to assess team capabilities and identify improvement areas.
Fostered a collaborative environment to encourage open communication among team members.
Oversaw daily operations to maintain high service quality and customer satisfaction levels.
Lending Connect Banker
Westpac Banking Corporation
12.2016 - 10.2018
Delivered excellent customer service, addressing basic banking, account servicing, and home loan queries.
Managed sales and referrals for credit cards, personal loans, wealth, and protection products.
Resolved customer issues through effective problem-solving and complaints management.
Education
Bachelor of Education (Middle And Secondary Schooling) - Education
Flinders University
South Australia
Bachelor of Arts - Double Major: Legal Studies & English