Led or contributed to a range of projects including the development of CBA’s digital strategy and initiatives to increase engagement and customer advocacy of CBA’s mobile app and NetBankWork with external research partners and conduct extensive desktop research on domestic and global competitors, market trends and innovations.Work closely with data, strategy, product and marketing teams across the Group to achieve aligned goals and remain aware of roadmaps and interdependencies.

Led the evolution of the branch customer conversation framework, including the integration of the bank's Al and data capabilities with the branch's Financial Health Check Tool.Developed the branch network response to COVID-19 pandemic, including the temporary closure of >100 branches and the reallocation of resources to phone based customer support.Assisted with development of our branch format strategy to design the future network in light of accelerated shifting customer… Show more Led the evolution of the branch customer conversation framework, including the integration of the bank's Al and data capabilities with the branch's Financial Health Check Tool.Developed the branch network response to COVID-19 pandemic, including the temporary closure of >100 branches and the reallocation of resources to phone based customer support.Assisted with development of our branch format strategy to design the future network in light of accelerated shifting customer preferences.Helped design and introduce a frontline staff capability framework, skills gap analysis tool and online learning hub and resources for development. Show less

Developed and optimised branch operating models and developed supporting guides and resources for the frontline, leveraging my experience, facilitating workshops and working with stakeholders.

Managed and developed a team of frontline employees with a wide range of experience and skills.Through tailored development plans, a focus on fundamental behaviours and core competencies saw an average aggregate performance of 109% to plan in business, customer experience and technology education metrics.

Managed a team of financial advisors, service professionals and managers, focused on running a profitable business with a differentiated experience through exceptional client service, delivery of tailored financial advice and strong relationship management routines.• Successfully managed a branch of 1,500 clients, 8 employees and a book size of $84M, growing the book value by 20% over the first 12 months in role and on pace for 23% annualized growth in my 2nd year. • Created a… Show more Managed a team of financial advisors, service professionals and managers, focused on running a profitable business with a differentiated experience through exceptional client service, delivery of tailored financial advice and strong relationship management routines.• Successfully managed a branch of 1,500 clients, 8 employees and a book size of $84M, growing the book value by 20% over the first 12 months in role and on pace for 23% annualized growth in my 2nd year. • Created a highly motivated and empowered team through proactive recruitment, tailored development plans and ongoing coaching. This was maintained through the execution of strong leadership routines and hands on branch management.• Demonstrated strong collaboration skills through internal and external partnerships founded on clear and transparent communication aligned to ensure we achieved sales and growth objectives. • Demonstrated a strong level of business acumen including detailed business analysis and strategic decisions allowing for the effective prioritization of resources. Show less

Managed a large team of financial service professionals to lead the implementation of the bank’s changing culture, strategy and expectations of the service and advisor teams. I recruited, trained and coached employees to provide exceptional client service and produce outstanding sales results through proactive opportunity sourcing. • Effectively handled the responsibilities of managing a branch comprised of 11,500 clients, 19 employees and a $500M book of business, improving front line… Show more Managed a large team of financial service professionals to lead the implementation of the bank’s changing culture, strategy and expectations of the service and advisor teams. I recruited, trained and coached employees to provide exceptional client service and produce outstanding sales results through proactive opportunity sourcing. • Effectively handled the responsibilities of managing a branch comprised of 11,500 clients, 19 employees and a $500M book of business, improving front line sales metrics by 37%.• Developed and consistently executed strong leadership routines to create a high level of employee engagement and capability through selective hiring, development and leadership.• Leveraged experience from opening one of the bank’s first “retail” branches to apply change management techniques in a larger traditional branch environment. Show less

Piloted RBC’s visionary ‘retail’ branch design and recruited a team of individuals to grow it to success. This was one of the first of its kind in the country and received national recognition for its success.Built a motivated, passionate and diverse team to grow this business from the ground up. I led the day to day operations of the branch and focused on constantly upskilling and improving the level of service and depth of sales experience of my team to achieve and sustain outstanding… Show more Piloted RBC’s visionary ‘retail’ branch design and recruited a team of individuals to grow it to success. This was one of the first of its kind in the country and received national recognition for its success.Built a motivated, passionate and diverse team to grow this business from the ground up. I led the day to day operations of the branch and focused on constantly upskilling and improving the level of service and depth of sales experience of my team to achieve and sustain outstanding sales and client experience results. • Exceeded 2 year branch targets for client acquisition and book growth within 12 months with the acquisition of over 500 new clients and $42MM in book growth.• Established a strong community presence, participated in community networking events and leveraged both brand and local resources to acquire new business.• Designed and implemented operational systems and processes for the new branch to ensure optimal efficiency. Show less

As a trusted advisor I took clients through the financial planning process, providing tailored financial advice to clients through discovery based dialogue and customized proposals regarding everyday banking, credit, funds management and insurance solutions.• Developed and strengthened client relationships via ongoing account management and strategic client management routines with the goal of building long term profit and shareholder value. • Effectively collaborated with… Show more As a trusted advisor I took clients through the financial planning process, providing tailored financial advice to clients through discovery based dialogue and customized proposals regarding everyday banking, credit, funds management and insurance solutions.• Developed and strengthened client relationships via ongoing account management and strategic client management routines with the goal of building long term profit and shareholder value. • Effectively collaborated with internal partners to ensure clients received a differentiated level of advice and benefited from subject matter experts. • Utilizing my client centric philosophy, acted at the client experience champion in the branch, collaborating with peers in other branches to always be looking to apply best practices to improve client satisfaction results. • Received RBC’s Regional ‘Rookie of the Year’ Award for achieving one of the region’s top sales targets and client satisfaction results. Show less

Managed the efficient operation of bar, restaurant and function services. Facilitated the hiring, training and coordination of a large team of hospitality service providers to ensure there was a consistent high level of customer satisfaction.• Received Rotary Club’s Pride of Workmanship Award.• Managed a large team of up to 20 staff daily to ensure the club ran smoothly.• Oversaw cash management in branch and led risk mitigation measures to eliminate losses.

In these roles I honed my customer service, teamwork and attention to detail skills. The fast paced, energetic and diverse environment helped me to think fast on my feet, always present a positive attitude and work effectively as part of a team.• Provided a high level of customer service to patrons in both beverage, food and function service.• Responsible for the training and up-skilling of new employees.

Through this internship I was first introduced to the world of financial management and the spark was lit. This was a world where I could make a difference in client's lives through tailored and strategic financial advice.In my time here I assisted Financial Planners and Paraplanners with administrative tasks such as economic research, calculating client portfolio return and expense figures, updating client's personal and financial data, providing clients with risk-related data and… Show more Through this internship I was first introduced to the world of financial management and the spark was lit. This was a world where I could make a difference in client's lives through tailored and strategic financial advice.In my time here I assisted Financial Planners and Paraplanners with administrative tasks such as economic research, calculating client portfolio return and expense figures, updating client's personal and financial data, providing clients with risk-related data and writing reports. Show less