Various Team Leader positions held within Nab namely Mortgage Collections and NabCare.Managed a team of 14 NabCare Assessors whose core tasks are to assess hardship application and make sound decisions on whether applications are to be approved/declined based on the APRA guidelines.As Team Leader in Nab :• Manage delinquency of mortgage collection portfolio and mitigate loss• Agree on KPI’s for team with leadership group and implement within team• Coach team towards meeting own performance goals based on KPI’s set• Lead, coach and provide team with support and on the job training through one on one and coaching sessions• Focus on the team and individual customer needs to improve customer service• Work closely with team to ensure related processes operate efficiently and effectively implement improvements• Monitor IDP’s, leave and general management of individuals career planning, ongoing personal and professional development• Ensure all staff work in accordance with NAB policies and procedures, demonstrating NAB values and high ethical standards • Understand and ensure all Compliance, Legislative and Regulatory responsibilities are met and escalating any issues through the appropriate channels• Maintain integrity of financial and private information• Responsible for interviewing and selection of team members

• Managing and signing off on all mortgage recovery and litigation processes • Manage the smooth operation of all mortgage recovery processes undertaken within the area of control• Ensure that the activities undertaken by the team are of consistently high, improving and are of quality work• Ensure good liaison with all relevant internal departments and solicitors are maintained• Exercise considerable tact and judgment in dealing with debtors within a high volume customer contact group where the customer can be distraught or aggrieved by the application of legislation and enforcement procedures• Provide practical support to staff in dealing with difficult individual cases • Deal with more complicated enquiries and correspondence from debtors and their representatives• Ensuring that all court orders are followed up, determining the appropriate action, after taking into consideration the debtors individual circumstances and established procedures• Supervise staff within the team to undertake the relevant responsibilities including assisting other team members while staff are away• Negotiated terms of settlement with individuals and companies, providing suitable advice and making appropriate arrangements according to individual circumstances and in accordance with management guidelines• Ensure also that appropriate cases are recommended for write-off

Conducting lectures and tutorials for the unit Human Resource Management in Contemporary Organisations. I have about 20 to 30 local and international students at a given session.

Responsibilities• Attending quarterly business development meetings with Telstra senior executives to achieve a positive outcome in the call centre• Managed call escalation and solved customer queries and issues• Manage the team’s daily roster • Counselling new staff and getting them accustomed to the new working environment• Solved day to day issues with staff• Organise and conduct team meetings• Deliverance of performance management to the staff• Approve leave and maintain the database• Conduct call monitoring and delivering of the reviews• Panel member as one of the interviewer