Summary
Overview
Work History
Education
Skills
Relocation
Professional Development
Timeline
Generic

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 Australia

Bachelor of Arts - Double Major: Legal Studies & English

Flinders University
South Australia

Skills

  • 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
Rebecca Roberts