Belinda Ballantine (Jonovska) Email & Phone Number

Sydney, New South Wales, Australia

Sydney, New South Wales, Australia

Sydney, New South Wales, Australia

Sydney, Australia

Sydney, Australia

Sydney, Australia

Supporting the strategic development and innovation of domestic payment products for NAB.

Sydney, Australia

In addition to the summary in the Associate role, I took on these additional responsibilities:• Creating and driving the IBS Strategy.• Creation of training materials and programs for other team members.• Co-ordinator of monthly global client reviews.• Obtaining and facilitating partnership agreements and MOUs with partner banks, accounting firms and e-commerce partners.• Facilitating completion of RFIs and RFPs.• Facilitating projects reviewing our products and revenue streams.• Founding member of the NAB Global Institutional Bank’s ‘Young Womens Network’.• Co-Creator and collaborator of the Global Institutional Bank’s dynamic blog, ‘GIBerish’.

Sydney, Australia

• Identifying offshore banking needs for existing NAB clients, introduction to partner banks and facilitating the account opening in offshore jurisdictions. This includes interactions via face to face meetings, telephone & email inquiries.• Sales & account support for international payment related queries for foreign financial institutions. • Obtain, maintain and analyse team financials in order to capture cross-sell opportunities.• Working closely with specialists, account managers and sales team members in order to create the best customer solutions.• Creation and maintenance of tracking spreadsheets. Using the data to create monthly, quarterly and annual reporting for internal stakeholders. • Management of end-to-end customer onboarding process as a subject matter expert for the KYC of foreign including maintenance and amendment of relevant KYC/AML documentation, ensuring the onboarding process continues to meet Australian regulation.• Writing and distributing relevant documentation, such as legal forms, marketing material and information.• Continued interaction with varied stakeholders to drive efficiencies and streamline processes as part of Kaizen initiatives. • Assisting in the development and execution of the wider IBS strategy. • Managing the outward referral pipeline, and maintaining relations with partner banks within our network to ensure they are continuing to meet NABs clients’ needs and expectations. Regular reviews of foreign FI service standards. • As required, liaise and train NAB staff including NAB bankers and corporate clients on the features and benefits of banking with NAB and our SWIFT for corporates capability.• Manage the SWIFT for Corporates funnel on behalf of NAB clients with SWIFT treasury related requests (SCORE, MA-CUG, FileAct, MT101 and MT940). • Member of a number of working groups driving Trans-Tasman banking capability, FATCA changes, Asia Ambassadors program, Asia Online Hub and the team Kaizen champion.

Sydney, Australia

• Escalation point for all credit card enquiries, including social media requests, officer of the CEO escalations, and customer advocate matters.• Technical support and assistance for the Customer Contact Centre bankers and team leaders.• Managing relationship with cards stakeholders in relevant support roles, including cards support, loyalty administration and operational teams. • Liaising with bankers across the whole business unit to deliver outcomes and resolutions for customer queries and bank errors relating to credit card systems.

Sydney, Australia

• Managing relationship with various credit card portfolios within NAB and contact centre staff. • Coaching, mentoring and supervision of all bankers in the team and in the business unit.• Build teamwork/rapport with Bankers, Team Leaders, Sales & Service Manager, as well as stakeholders outside of the contact centre in both the retail and corporate environment. • Real time analysis and management of KPIs for team (achieving grade of service using systems that track and monitor call centre metrics). • Quality monitoring call recordings to identify opportunities for development of call quality for both the business and the customer.• Provide feedback to bankers, team leaders and sales and service managers.• Facilitate weekly operation meetings. • Update all reporting, using trackers to measure improvements on an individual and a team level. • Ensure data entry/administration work is completed daily.• Assist to ensure all bankers have up to date knowledge/skills required.• Event, incident and risk management.• Assist in recruitment of new bankers• People and behavioural management• Monitoring individual KPIs, including direct leads, average handling time and customer view results.• Extra duties outside of my role including reporting on interest calculation and creating an interest workshop as a response to a request from the Office of the Customer Advocate. • Handling complex customer queries/escalations on behalf of the business unit. Finding a suitable and cost effective outcome for the customer and the business.

Master Of Business Administration - Mba

Bachelor Of Business Administration (Bba), Finance, General

Higher School Certificate

Activities and Societies: Debate Team Member