Rebecca Roberts
Bradford,BRD
Summary
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.
Overview
9
9
years of professional experience
Work History
Senior Manager, Vulnerability Strategy & Governance
Westpac Banking Corporation
07.2023 - Current
- 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 AustraliaBachelor of Arts - Double Major: Legal Studies & English
Flinders University
South AustraliaSkills
- Stakeholder Management & Influence
- Policy writing
- Change management
- Risk assessment
- Complaint resolution
- Customer relationship management
- Data analysis
- Presentation skills
- Effective communication
- Critical thinking
- Documentation and reporting
- Influencing and negotiating
- Cross-functional collaboration
- Data-driven decision making
- Problem-solving abilities
- Brand management
- Conflict resolution
- Idea development and brainstorming
- Problem-solving aptitude
- Time management abilities
- Customer Insights & Storytelling
- Ethical Decision-Making & Fairness Practices
- Financial Abuse Identification & Action
- Compliance & Regulatory Knowledge
- Coaching & Training
- Complaint Management & Resolution
- Problem-Solving & Decision Making
- Strong Customer Focus
- Organisational & Time Management Skills
- Board & Executive Reporting
- Product & Service Lifecycle Management
Relocation
West Yorkshire
Professional Development
- Lean Six Sigma Yellow Belt
- Lean Six Sigma White Belt
Timeline
Senior Manager, Vulnerability Strategy & Governance
Westpac Banking Corporation
07.2023 - Current
Manager, Customer Insights (Root Cause)
Westpac Banking Corporation
10.2021 - 07.2023
Customer Manager (Complex Bank Complaints)
Westpac Banking Corporation
06.2020 - 10.2021
Lending Solutions Banker
Westpac Banking Corporation
10.2019 - 02.2020
Home Lending Specialist (Consumer Connect Now)
Westpac Banking Corporation
02.2019 - 06.2020
Knowledge Expert
Westpac Banking Corporation
10.2018 - 10.2019
Seconding Team Manager (Customer Care)
Westpac Banking Corporation
07.2018 - 02.2019
Lending Connect Banker
Westpac Banking Corporation
12.2016 - 10.2018
Bachelor of Education (Middle And Secondary Schooling) - Education
Flinders University
Bachelor of Arts - Double Major: Legal Studies & English
Flinders University
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