Rob Ferguson Email and Phone Number

Leading a team of 12 professionals responsible for onboarding broker customers, fostering a collaborative work environment, and ensuring timely and efficient service delivery.Coordinating closely with brokers, BDMs, and senior management to ensure a seamless onboarding experience for clients.Leveraged a strong background in home lending to bring insights into the banking processes, helping streamline the onboarding of broker customers with a deep understanding of Suncorp Bank products and processes.Tracking team performance through key metrics, identifying and responding to areas for improvement, and reporting progress to leadership.

Led a team of 6 employees, overseeing day-to-day branch operations and ensuring compliance with banking policies and regulations.Implemented training programs to enhance employee skills, resulting in improved performance and NPS outcomes.Maintained a risk-focused mindset in branch, in turn producing compliance with regulatory requirements and internal audit standards.Trained staff in conflict resolution techniques, leading to improved handling of difficult customer situations and increased overall customer satisfaction.

Simplified the home lending process for clients by providing regular and informative communication.Delivered prompt outcomes for clients and minimised deferral of applications through diligent loan assessment.Built a return customer base through delivery of great service.Supported my team by offering regular coaching support to colleagues and leaning into other departments.

Maintained a high lending quality score through diligent loan assessment.Reduced turn-around-times on self-employed applications by attaining a self-employed approval license within 6 months of role commencement.Delivered approvals on would-be-deferred/declined applications by pairing lending acumen with problem solving.

Same as Mobile Lending Manager.

Reactive and proactive identification of client needs through in-depth conversation.Cross-selling/referring to meet client needs and achieve team targets, and meeting said needs myself where possible.Resolved customer enquiries through prompt service whether it be phone, email or in person.

Managed staff to deliver McDonald's' standards for quality, service, cleanliness and value through consistent use of preparedness, delegation and follow up.Clearing service bottlenecks by repositioning staff or leaning in myself. Maintained waste cost below benchmark through careful inventory management.Balanced labour cost below target by diligently scheduling staff and proactively responding to changing sales environments.Selection, interviewing and hiring of new staff by critically analysing applications and interview responses.Utilised coaching and counselling to improve staff (and therefore store) performance.Assumed Restaurant Manager duties in their absence, such as completing monthly P&L, store compliance and preparedness for audit.