Lana Batta Email & Phone Number

Sydney, New South Wales, Australia

Leadership/Workflow/ Team KPI management* Encourage and foster high-quality service, learning, development,* and growth within the team* Implement effective employee engagement strategies and* maintain a culture of continuous learning and development* Oversee daily team operations, including work allocation and timely* service delivery* Manage team performance, ensuring adherence to KPIs and SLAs* Report on team metrics and provide monthly reports to the Customer Service Manager* Assist with recruitment, interviewing, and onboarding processesQuality Assurance / process improvement /mentoring* Foster continuous development through regular feedback, reviews,* and catch-ups* Ensure professional and friendly handling of all enquiries* Identify and recommend process improvements for better* effectiveness and customer experience* Conduct monthly collaboration meetings to discuss team* performance, challenges, and improvements* Collaborate with Quality Assurance Specialist for monthly call* audits, feedback, and coaching* Train and coach employees on company standards, procedures,* and conflict resolution* Maintain up-to-date knowledge of organisational policies and* ensure their accurate applicationEnquiries/Escalations/Administration* Act as a point of escalation, resolving issues professionally and* empathetically* Be a subject matter expert, providing hands-on support to the team* when required* Assist with enquiries from Business Development Managers and* Brokers* Manage refund requests, fee waivers, and other transactional items* as needed

Sydney, New South Wales, Australia

Interpreting business and technical system requirements to create Business Procedures for the Mortgage Operations part of the business across all brands. Liaising with key stakeholders including the Regulatory Change team, the Operation Excellence team, Front Door of Charge, Product, business stakeholders throughout the Mortgage Operations space, business analysts and senior management with regards to communication, procedure creation, updates and changes.Running information sessions with change managers/BAs, and training internal staff members via MS Teams. Creating and disseminating communication bulletins relating to business, product and regulatory changes weekly and as per business requirements. Assisting BAs complete impact assessment and identifying impacted procedures. Overseeing and completing work allocation based on business requirements and priority. Responsible for end-to-end document lifecycle. This includes planning, creation, review, sign-off and publishing. Editing and publishing SupportPoint (Procedure Repository) pages with BAU and other change related updates.Proficient in technical and procedure writing, procedure development. editing, knowledge management, stakeholder engagement, preparation and disbursement of internal communication, business analysis, staff engagement

Parramatta, New South Wales, Australia

Supporting 45+ team members through side-by-side coaching, on the phone support, new training, existing upskill training, monthly quality assurance, evaluations, spot checks and managing the upkeep of policy and procedures held within the SupportPoint application.Documenting as well as maintaining policies and procedures for the business. Writing technical functions and updating procedural functions when there are changes driven internally & externally. Sample checks, call monitoring and calibration with onshore/offshore stakeholders to meet quality and risk objectives. Maintaining coach portfolios and helping each team member to meet their monthly KPI targets. Research, recommend, create training packages including session plans, training plans, training trackers, workbooks, and tools resources relevant to training – PowerPoint slides & facilitate workshops to help coach and develop individuals with current and new skills. Analyze data through trends identified through coaching, training, and call evaluations.

Parramatta, New South Wales, Australia

Parramatta, New South Wales, Australia

Certificate 4, Training And Assessment, 4

Certificate 4, Finance, General, 4

Education record