Client Experience Manager | Driving Customer Loyalty & Engagement through Innovative Strategies

identify, assess, treat and monitor compliance risks for Personal bank in particular pur Frontline business units.Leading a team of Governance Managers responsible for ensuring compliance obligations and operational risk are understood, embedded into business process and systems, monitored tested and reported.

To provide project and change management oversize and expertise within Customer Lending Operations leadership team. From initial business idea through the project life cycle.

Lead, develop, and manage the performance of 2 teams consisting of 15 Secured Credit Assessors across retail and business banking while attaining a Business Banking CAD.

To lead a team of 15 & manage the delivery of operational excellence through ensuring execution of a culture of customer centricity, continuous improvement & creating capacity that will enhance business performance. Building strong stakeholder relationships with internal and external business partners. Delivering ANZ's vision of boldly changing the way we do business and lead in the development of innovative customer solutions.

- Account management of approximately 1,500 Home lending and small business clients.- Sales and marketing of banking products to customers via phone and internet including home loans, personal loans, credit cards, account reviews and insurance protection.

- Day to day management and leadership of three Service Consultants.- Direct escalation point for the team for any customer enquiries, complaints, or support.- Responsibility for completing and managing the Operational Check List for Howick Branch. - Weekly, fortnightly, monthly, and quarterly operational checks with my team.- Training, development and performance management of my team.- Responsibility for the branch’s Cash Account.- Daily reconciliations and balancing. - Sales and marketing of banking products to customers including personal loans, credit cards, account reviews and insurances. Achievements:- Since I joined the Howick branch, I've managed to streamline a number of systems and checks my team undertake, including transaction processing and daily balancing, which has resulted in significant time savings each day, and a reduction in processing errors. - I have been nominated as the Service Advocate which means I'm part of a monthly meeting involving our Regional Manager and Service Advocates from other branches to discuss customer complaints, training and development, and future campaigns for the Auckland region.- In December 2012, Howick branch passed our Quality Assurance Review with a very high score due to the close monitoring and managing of the Operational Check list.

- Sales and marketing of banking products to customers via phone and internet including personal loans, credit cards, account reviews and insurances. - Reception enquiries and referring customers to appropriate business units.- Over the counter banking transactions including foreign exchange and international money transfers.

- Key responsibility for account management, retention and development of the passenger and light commercial portfolio of an existing SME customer base. - Develop retention client strategies and seek out new revenue growth opportunities. - Produce quotations and tender documents as required, within agreed service level agreements and ensure efficient follow-up.Achievements:During my time at Custom Fleet, I met or exceeded my monthly targets 13 times over 16 months. As my first account management/sales role, and with little training or development, I’m extremely proud of this achievement.

- Telephone-based account management as a specialist in online information products and services.- Client relationship management.- Establishing online accounts and fulfillment of customer requests via the Sales team.- Provide help desk support to clients on our products and services, and escalate problems where necessary.- All back-end administration and communication with both the sales team and clients to ensure products were assigned correctly and to the client’s satisfaction.

- Account management of approximately 2,500 personal and small business clients.- Sales and marketing of banking products to customers via phone and internet including personal loans, credit cards, account reviews and insurance. - Lending discretion of up to $30,000 per customer.

- Customer enquires and referral to appropriate business units.- Over the counter banking transactions including foreign exchange and international money transfers.- Responsibility for the branch’s Cash Account.- Daily reconciliations and balancing.

• Inbound call centre position dealing with customer queries regarding the entire range of banking products, systems and procedures.• Dealing with difficult customers and resolving their complaints or issues.

- Sales of electronic products and services.- Dispatch goods, arrange delivery.- Keep records for delivery purposes and record customer feedback.- Processing sales invoices and reconciling with stock outward.- Reconciling daily takings and cash float.

- Sales and customer enquiries.- Merchandising for sales promotions and liaison with Sales Representatives.- Reconciling daily takings and cash float.