• Determine and plan fit for purpose process modelling / process analysis.• Lead the planning and facilitation of process analysis activities / workshops as required.• Complete up-front analysis to provide an understanding of the problem / opportunity to be solved.• Gather data and evaluate the financial, cultural, technological, and organisational factors impacting feasibility of process change and develop strategies for improve workflow and enhance business processes in line with BOQ’s strategic priorities.• Complete and analyse the current state position to ensure the baseline position is understood by all impacted stakeholders.• Deliver mapping of the current and proposed To Be / future state processes to the required level of detail.• Ensure operational risks are identified, understood, and mitigated by the business in relation to in-scope changes.• Document client requirements for the implementation of significant changes in business functions and process, organisational roles and responsibilities, and scope or nature of service delivery.• Manage approval of business processes and all changes to these throughout the change lifecycle.• Ensure traceability from benefits to process changes and requirements.• Facilitate identification and analysis of proposed solutions to determine which solution best fits the business need, identify gaps and shortcomings in solutions and determine any necessary workarounds or changes to the solution by engaging with the right people.• Manage process changes through the lifecycle (from solution, testing, delivery) in order to ensure that the business benefits are achieved, and the implemented processes are accurately documented.• Understand and communicate to stakeholders the impacts of change across the operating model.• Throughout the change lifecycle raise risks associated with the change, identify actions to effectively managed and ensure the risk is allocated to the correct owner.• Support Technical Writers.

• Providing timely, efficient and accurate retail lending.• Liaise between BOQ and the Broker.• Processing incoming loan applications from Brokers for both new and existing customers.• Provide outstanding customer service skills• Work under pressure and remain calm and professional.• Work within the team to achieve results.• Ensure a professional manner is upheld at all times via telephone, mail, email.• Accurate and timely processing of all lending applications.• Accurate and timely assessing of document preparation relating to all lending applications.• Maintain customer confidentiality at all times.• Maintain up to date knowledge of all products and services.• Completes administrative tasks as required.• Other ad-hoc duties as required.• Comply with required legislative acts and codes in performing the role.• Successful completion of required online compliance modules.• Maintain up to date understanding of BOQ’s policies and procedures. Additional ad-hoc role's successful achievements:• Successful subject matter expert & product tester for Home Buying Transformation team in new technology and process development/integration.• Successful co-ordination and management operation of 'pilot' POD/Team based assessment unit.• Successful subject matter expert and change integration consultant for Home Buying Transformation team in Home Lending & Validation and Verification policy/process changes.• Successful subject matter expert & secondment to Group Process Optimisation division for new lending platform and process development for the BOQ Group.Achievements:• Consistent 'first pass' reviews by Retail Lending Standards Team (2nd Line Checking) in initial Tier 2 Analyst status.• Attaining Tier 1 Analyst (Top Most Tier) in less than 12 months.• Consistent Lending Quality Assurance (BOQ Group Risk Team) file assessment passes.• Lending Quality Assurance Superstar Award Winner for High Quality Assessment Standards.

• In addition to continuing my customer consultant and hub colleague duties;• Providing support to existing home lending customer’s through rate review’s, product transfer’s, loan increase’s/top up’s.• Understanding and adherence of bank/regulatory processes and policies around lending requirements to support customer needs.• Engaging with home finance manager’s and senior specialists for new to bank lending, with customer needs and pre-qualification requirements such as income and employment, property security type, savings history, current and previous financial situation.

• Identifying customer needs and providing efficient, accurate and quality solutions across all customer segments.• Offering new solutions or service opportunities for customers including referrals to other specialists.• Resolving customer issues, complaints and queries in a timely and professional manner.• Assisting customers with transactional banking and personal lending services both face-to-face and over the phone, including self-service, over the counter.• Proactively retaining customers through conversations both face-to-face and over the phone.• Participating in community engagement and business development events.• Engaging with multiple divisions with the business to achieve positive and efficient customer outcomes.• Utilising a multitude of bank applications to support in completion of required process’s and assigned tasks for customer and business outcomes.• As the role of HUB colleague, supporting multiple branch locations with planned and unplanned leave with the ability to work autonomously from my home branch and working closely with the other branches to support their day to day activity’s.

• First point of contact for customers of the bank, assisting with their everyday transaction and banking needs.• Assessing and completing consumer personal lending (i.e. personal loans, credit cards, consumer overdrafts) with an understanding of policy requirements to determine the most effective outcome for the customer, and the bank in the sense of associated risks and liability’s. • Working closely with other divisions of the bank such as business, financial planning and wealth to refer on to them any recognised financial needs and or solutions of existing and new customers; whilst ensuring this meets both the needs of the customer, and the bank, in reference to current and future performance targets.• Actioning any complaints, compliments or follow up’s in a timely and effective manner to meet the customer’s expectations.• Adhering to policies, processes and procedures to ensure full compliance, helping to identify and reduce any risks in and out of the branch, ensuring the safety of the team and customer’s. • Working closely with the store manager to ensure all of the above is met to the highest possible standards, in line with team member scorecards and the businesses expectations.AchievementsNAB Recognise Award: Will to Win - November 2015

• Promoted from full time sales representative to assistant store manager within 6 months• Effectively managed Vodafone Whitfords as the primary manager on duty, coordinating with the multi-site manager.• Working with the multi-site manager to provide leadership to the team, ensuring extraordinary levels of customer service, which lead to store and individual targets being met.• In charge of conducting store stocktakes and reconciling any variance’s• Making sure all administrative procedures are correctly managed including daily banking, POS and visual merchandising.• Selling consumer and business based telecommunications products in a high traffic and high-pressure environment. Tailoring products to the needs and budgets of many different clients.• Handling sensitive financial information and screening customer identification to conduct credit checks, open accounts and close sales.• Managing performance to achieve team, individual and operational KPIs while working with several divisions across multiple sites and departments of the company.• Using database software such as PeopleSoft, Siebel and Pronto POS software daily to make sales, maintain customer accounts and update them as required based on company and the customer’s needs.• Taking on customer complaints and resolving them as promptly as possible, or escalating to a higher level of authority, while maintaining the best customer service.Achievements:November 2013 : 166.67% to Target on Post Handset - Upgrades, Migrations & Pre to PostDecember 2013: 221.20% to Target on Post Handset - Upgrades, Migrations & Pre to PostJanuary 2014: 355.39% to Target on Bolt On'sJanuary 2014: 195.12% to Target on Post Handset - Upgrades, Migrations & Pre to PostMay 2014: 285.71% to Target on Post Mobile Broadband Connections

• Starting as a casual trolley collector progressing through, with multiple training courses, to decorator team member.• Tailoring multiple products in the decorator department to a customer’s needs.• Taking on varied training courses with different brands to on-forward that training to the team.• Working closely with different brand representatives such as Wattyl, Taubmans and Dulux in conjunction with product releases, feature training and promotion setups.• Giving the best customer service in a high traffic and pressure environment.• High ability to work in a team based/independent tasked environment.• Merchandising product displays/promotions in the department.AchievementsBExcellent Outstanding Customer Service Award: 18/12/2009BExcellent Outstanding Customer Service Award: 23/09/2010BExcellent Outstanding Customer Service Award: 07/10/2010