• Managed a team of seventeen, allocating resources, optimising workflow and delivering exceptional customer service.• Analysed performance data and held regular check-ins and training to drive professional development and efficiency.• Networked with stakeholders to identify and implement strategic process improvements, enhancing service delivery.• Fortified procedural compliance with industry/ internal policies, reducing risk exposure and retaining audit readiness.• Delivered on risk controls, treatment and recovery plans, and tested critical functions to ensure operational resilience.• Cultivated relations in strong risk and governance frameworks, ensuring due diligence and effective contract deliveries.• Contributed to procurement and user acceptance testing projects, integrating data and testing various business platforms.• Organised hiring and onboarding by reviewing resumes, preparing interviews and coordinating site and user access.

• Supported deceased estates as acting team leader in validating assets, estate documentation and authorising payments. • Handled complex court orders, government compliance, insolvency and public trustee cases with empathy and precision.• Administered direct entry facilities, disbursing critical payrolls, online banking and dishonour files under strict deadlines.• Finalised electronic exchange settlements, submitting accurate reconciliations and reporting payment figures to regulators.• Collaborated with stakeholders in dispute resolution, investigating and swiftly refunding fraudulent or mistaken payments.• Executed internal risk control reports, identifying exceptions and processing remediation payments to customer accounts.

• Completed audit certificates with invoicing and facilitated lending, applying maintenance on loans and offset products.• Investigated and reported cash threshold transactions, ensuring AML/CTF compliance and financial operations integrity.• Processed high volumes of payments in data entry with direct debit claims and dishonours, retaining speed and accuracy.• Assessed stationery levels, verified printing proofs, marketing material before organising branch stock replenishment.• Aided mailroom operations by efficiently distributing mail, handling enquiries and coordinating pickup with postal services.