Summary
Overview
Work History
Education
Skills
Timeline
Generic

Serap Rasit

Private Banking Manager
Loughton

Summary

A motivated, dedicated and highly experienced professional, with extensive expertise in delivering growth and success through others, and a commitment to influencing effective project execution. Proven to maintain high staff engagement and performance while transforming the outcome of teams, with experience in managing entire departments in high-pressured environments. Highly developed record of establishing productive professional partnerships, with strong communication, leadership, and stakeholder management, utilised when motivating, supporting and training with regular 1-1 and ad-hoc coaching. Able to handle a complex and varied workload, prioritising tasks effectively, and driving a continuous improvement of business operations and organisational strategy. An approachable and positive team player, confident with employing experience and knowledge to develop and implement innovative changes, while maintaining excellent organisation and delivering objectives. A driven and innovative individual, seeking to leverage transferable skills and expertise, within a challenging new position. Team Leader experienced in directing activities of workgroups. Develops strategies, provides training, sets goals and obtains team feedback. Excellent interpersonal and communication skills. Big picture focus with excellence in communicating goals and vision to succeed. Problem solver, networker, and consensus builder. Organised Team Leader builds positive rapport, inspire trust and guide teams toward achievement of organisational goals. Strong facilitator adept at working cross-departmentally with co-management and top-level leadership. Excellent trainer and mentor. Innovative Relationship Manager focused on developing strategic business opportunities by delivering exemplary service to each client's individual needs. Respected professional with exceptional knowledge regarding risk management.

Overview

11
11
years of professional experience
5
5
years of post-secondary education

Work History

Private Banking Manager

Handelsbanken
London, England
9 2019 - Current
  • Responsible for actively maintaining and developing high-quality, individual portfolios for individual customers, building strong and trusting relationships with customers and stakeholders, in order to consistently achieve customer satisfaction with exemplary customer service
  • Demonstrating a sound understanding and ability to work with various credit policies and FCA, alongside successfully interpreting financial information provided by the customer, and evaluating lending propositions, assessing and formulating risk ratings in reflection
  • Working with a focus on ‘KYC’ (Know Your Customer) guidelines, within the provision of remediation updates and conversations with clients and stakeholders
  • Carrying out general administration, including the preparation of legal documentation for accounts, personal loans and mortgages, alongside maintaining customer files and preparing annual reviews
  • Orchestrating regular data analysis, identifying trends within sale leads and opportunities
  • Managing customer requests in an efficient and professional manner, liaising directly via email, phone and face-to-face, while understanding customer requirements and ensuring these are met consistently.

Service, Sales & Retention Team Leader/Relationship Manager

Australia Unity
09.2015 - 09.2019
  • Leading a bust Health Insurance Customer Service, Sales & Retention team, actively ensuring KPIs and SLAs were met and continually complied with, alongside managing business relationships with third party companies and managing stakeholder exceptions
  • Designing and implementing quality training documents in order to further development and support team members, as well as carrying out call monitoring and identifying trends within calls
  • Utilising Salesforce to configurate system to create accurate data to show sales outcome
  • Overseeing new staff recruitment, managing new starters induction and training for new and existing staff members
  • Monitoring performance levels and undertaking individual reviews and appraisals, working collaboratively to identify any areas requiring improvement and setting individual development targets
  • Utilising extensive organisational knowledge to successfully manage escalations and provide resolutions to any issues and complaints
  • Regularly reviewing and establishing business strategy, in addition to creating sales and service methodology, liaising with stakeholder management to achieve results through changing structures
  • Managing the company database, marketing campaigns, generation of leads, and communication
  • Coordinating initiatives focused around delivering new sales growth, including on-site activations, marketing collateral and rolling out new and innovative initiatives for maximum engagement.

Performance Manager

National Australian Bank
01.2014 - 01.2015
  • Managing operations within the Contact Centre Financial Planning Advisor Team, ensuring all call centre metrics are adhered to, and influencing business outcomes through ongoing coaching and development
  • Liaising regularly with both internal and external stakeholders, in order to ensure that all initiatives are effective and deployed seamlessly
  • Managing overall performance to clearly identify learning gaps, and manage under performance with coaching and on-to-one guidance, on a regular and ad-hoc basis
  • Working collaboratively in order to effectively empower employees, and boost motivation to achieve above average results, with quality assurance and individual development plans.

Education

Certificate of Education in Victorian -

Copperfield College
01.1999 - 04.2004

Skills

Communication

Timeline

Service, Sales & Retention Team Leader/Relationship Manager

Australia Unity
09.2015 - 09.2019

Performance Manager

National Australian Bank
01.2014 - 01.2015

Certificate of Education in Victorian -

Copperfield College
01.1999 - 04.2004

Private Banking Manager

Handelsbanken
9 2019 - Current
Serap RasitPrivate Banking Manager