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Work Background
ANZ Group Suncorp BankBranch Manager
Oct. 2023Capalaba, Queensland, AustraliaContinuously monitored branch performance against key
performance indicators, taking corrective actions as needed to
ensure objectives were met or exceeded.
•
• Maintained friendly and professional customer interactions.
Improved customer satisfaction ratings by enhancing service quality
and resolving client issues promptly.
•
Oversaw daily operations for streamlined efficiency, ensuring timely
execution of tasks and optimal resource allocation.
•
Evaluated employee performance regularly through appraisals and
feedback sessions to facilitate continuous development of skills and
knowledge base within the team.
•
Strengthened relationships with key clients, securing long-term
partnerships and driving revenue growth.
•
Interviewed and hired talented individuals with top-level strengths,
improving organizational talent, and skill set.
•
Enhanced branch production rates by handling staff conflicts,
evaluations, hiring, and termination processes and coaching
employees on company protocol and payroll operations.
•
Developed a high-performing team through targeted recruitment,
training, and performance management initiatives.
•
Reduced employee turnover by fostering a positive work
environment and offering competitive compensation packages.
•
Ensured regulatory compliance through diligent adherence to
industry standards, guidelines, and company policies.
•
Implemented effective sales strategies to achieve branch targets
and exceed expectations consistently.
QBANKManager, Banking Services
Jan. 2023 - Sep. 2023Brisbane, Queensland, AustraliaReporting to the Chief Operating Officer, my role is as a key member of the Member Service leadership team and the wider, QBANK management team overseeing two departments - the Banking Operations team including the Financial crimes team and the Head office branch and agencies. As part of my role I am also a member of the Management Risk and Compliance committee, AML/Operations Committee, Complaints committee, Responsible Managers group including responsibility for QBANK's AFSL and the Workplace health and safety committee.
I have key resposibilites in managing the relationship between QBANK and external service providers such as Convera, Auspost and Indue. My day to day duties are to lead the Banking operations, Financial Crimes team and Branch network to ensure QBANK's service framework is delivered to our member base, implementing and executing change to create efficiencies across the departments, overseeing branch, daily operations, financial crimes and AML activites to ensure compliance expectaions are met and all suspicious activity is reported to Austrac in line with regulatory requirements.
Queensland Country BankBank Manager
Jul. 2022 - Dec. 2022Beaudesert, Queensland, AustraliaManage and promote Queensland Country in the local region to ensure
the provision of an efficient and professional lending and Member
service operation for new and existing Members.
• Manage the operations of the branch, including security, staff
resourcing, budget management, administration, and risk
management.
• Motivate, train and develop staff in order to deliver a quality Member
focused experience that results in the team achieving the business
objectives and targets
• Foster and develop relationships with key strategic partners such as
Queensland Country Health Fund and CGU insurance network
• Grow the membership base and increase the branch awareness in the
local region by assisting Queensland Country to achieve its strategic
goals and targets.
WestpacDeputy Officer/Personal Banker Special
Oct. 2016 - Jul. 2022Gold Coast • Establish and maintain customer relationships by undertaking holistic conversations to identify both expressed and unexpressed needs. Tailor recommendations to suit individual circumstances and refer on to specialist departments to ensure all financial goals are met.
• Deliver on the Westpac Group service promise by exceeding customer expectation, identify areas for improvement and implement effective strategies to increase customer satisfaction.
• Ensure all regulatory training and assessments are up to date to remain role compliant.
• Step up to run the branch in the Managers absence and assist when Manager is present by coordinating and directing branch operations, ensuring all compliance duties are completed to a high standard. Deliver on key performance indicators by engaging team members in daily huddles and providing coaching and support where required. Oversee front of house activities ensuring high levels of customer service. Achievements
February 2019 – Completion of Future Leaders development program.
September 2019 – March 2020. All customers who completed surveys on me personally rated my service at 9 or 10 with consistent feedback of how personable, knowledgeable and professional I am. Consistent Performance across key measures in Digital Growth, Everyday Banking, Customer Needs Profiles, Specialist Referrals.
Upskilled to be able to service SME customers to a high standard being able to offer specialist products such as Bank Guarantees, Equipment Finance. Self-Managed Super Funds and Trust accounts.
CamdiseGeneral Manager
Jun. 2010 - Oct. 2016Gold Coast, Queensland, Australia• Apply Sales forecasting techniques and strategic planning to verify sales and profitability of product lines and services.
• Develop and execute marketing programs and general business solutions to increase credibility and client awareness through a range of technical and non-technical methods such as SEO, Google Ad Words, social media, email newsletters (Mail chimp) and magazines, resulting in increased company exposure, customer traffic and sales. • Networking with local, national and international associations to optimize industry connections and source products.
• Managing and responding to all correspondence and inquiries from customers and ensuring customer expectations are exceeded.
• All aspects of office management including implementation of effective systems for stock management and control, reconciling accounts and book keeping including quarterly BAS, daily banking and financial forecasts.
• Website design and content management.
• Order processing, picking, packing and dispatch.
RBSMulti Site Retail Bank Manager
Apr. 2006 - Jun. 2010PenarthMULTI – SITE BANK MANAGER ROYAL BANK OF SCOTLAND GROUP PLC, NATWEST BANK
April 2006 –June 2010
• Lead and motivate a team of 21 across 5 branches to sell the Banks range of products and services and grow the customer base by delivering world class service at every customer interaction.
• Liaise with Business Managers, Private and Premium Managers to promote other departments’ services and ensure seamless referral process.
• Coach and develop the team by implementing training plans and reward incentives, weekly and monthly performance meetings. Identifying performance/knowledge gaps and upskilling. Resource planning to ensure the right people were in the right place at the right time.
• Maintain a strong compliance environment by adhering to Bank lending policies, applying due diligence, undertaking Anti Money Laundering checks and controlling the cash and transactional sides of the branches.
• Support the Regional Manager in the recruitment process for the region by dealing with Group HR department in Edinburgh and recruitment consultants, shortlisting candidates by reviewing resumes. Arranging and undertaking interviews of potential candidates.
• Training new recruits in both sales and service roles along with planning and implementing regulatory training.
Achievements
• Branch sales targets achieved and exceeded with team obtaining a sales performance bonus for the first time in 3 years.
• Customer Satisfaction increased from 89-93.
• High employee engagement scores with staff turnover and sickness absence levels reduced.
• Highest annual compliance score in the Region.
• Coached and developed 3 team members into management positions and tellers to seller roles.
Royal Bank of ScotlandCustomer Adviser
Aug. 2003 - Jul. 2006Cardiff Area• Build and establish customer relationships ensuring world class service was delivered at every customer interaction.
• Recommend and sell the Banks range of products and services based on customers current and future financial position.
• Achieve KPIs in sales, service and compliance.
• Line manage a team of 5 ranging from underperformers to high achievers by providing coaching and undertaking performance reviews.
• Assist Bank Manager in daily running of the branch including control and credit monitoring and cash control.
Achievements
• KPIs achieved and exceeded consistently with maximum performance related bonus awarded every quarter.
• Acknowledged as the top performing customer adviser in the Region and either Number 1 or Number 2 for the State.
RBSTeller/Customer Service Officer
Jun. 2002 - Aug. 2003Cardiff, Wales, United Kingdom• Service customers by undertaking cash transactions and dealing with enquiries.
• Recognise sales opportunities and make referrals to sellers.
• Adhere to compliance standards and ensure daily balancing with zero tolerance of cash errors.
Achievements
• Promoted to Customer Adviser/Deputy Manager.
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