I collaborated with internal team members and stakeholders at Credas Solutions to document lending processes for a bank migration project. By evaluating current processes and collating data, I developed step-by-step documentation to identify key system touch points and implemented process maps to guide staff effectively.

• Collaborated with stakeholders and operational team members to identify and address business needs, establishing strong engagements with third party vendors.• Planned and executed acquisition of business targets, ensuring alignment of operations to project time frames.• Enforced adherence to established strategies and compliance regulations to achieve performance targets.

• Collaborated with operational team members, and business stakeholders to document and migrate customer documentation to SharePoint, ensuring information integrity and accessibility.• Secured a comprehensive grasp of current processes and document management systems.• Addressed document requirements from stakeholders and developers to meet all needs.• Maintained business stakeholder engagement by communicating regularly to identify goals and address needs.

With over 17 years at NAB, I’ve led business analysis and project delivery initiatives focused on compliance, operational efficiency, and large-scale transformations. I’ve driven improvements in customer lending documentation, banking systems implementation, process optimisation, and operational support, while managing key administrative tasks for seamless service delivery.Key Responsibilities & Achievements:• Led delivery of regulatory updates and business changes to customer lending documentation using document management systems and agile methodologies.• Delivered requirements to mitigate risks related to lending documentation, ensuring compliance and supporting operational needs.• Spearheaded process redesigns, saving $80,000 by eliminating inefficiencies and optimising collaboration and administrative workflows.• Coordinated offshore quality assurance analysts to ensure integrity and service delivery for new lending origination platforms and customer documentation.• Managed administrative tasks like tracking project progress, maintaining documentation, and reporting to leadership to ensure smooth project execution.• Collaborated with stakeholders to test and implement document management and fraud detection platforms, enhancing service delivery.• Drove project delivery by aligning functional requirements with business needs, supporting operational workflows, and improving administrative processes.Key Achievements:• Reduced test output completion time by 15%, improving project timelines and service delivery.• Led cross-functional teams to implement customer lending documentation on new banking platforms, driving operational efficiency and supporting transformation programs.• Managed business testing for Siebel, NetReveal, and OBP platforms, ensuring thorough verification of systems and documentation.• Delivered process improvements that streamlined documentation management, shortened project timelines, and enhanced service delivery.

In this role, I gained exposure to Lean Six Sigma process improvement by implementing NAB’s program into two business banking centres.• Conducted workshops, coached business banking managers and analysts.• Using the 5 whys and 5S method, supported each team member during the transition through to implementation, and successfully delivered the program.

I managed all daily operational functions related to customers' lending experiences, supporting the business banking portfolio manager. This included engaging with customers, completing lending applications, and managing end-to-end activities from application to property settlements and loan drawdowns.Key Responsibilities:• Processed lending applications and managed all activities related to customer loan settlements and drawdowns.• Provided excellent customer service, assisting with inquiries and managing customer relationships within the business banking portfolio.