My role involves working with all customers who are employees or business owners to deliver a dedicated and personalised lending experience capturing their goals and objectives. I know that property ownership presents unique challenges, and I am motivated to provide my clients with a solution-oriented service.

My role involves working with all customers who are employees or business owners to deliver a dedicated and personalised lending experience capturing their goals and objectives. I know that property ownership presents unique challenges, and I am motived to provide my clients with a solution-oriented service.

- Analysed, reviewed on documents required to open and maintain brokerage accounts for individuals, joint, trusts, corporations, partnerships and estates to resolve complex applications.- Ensured customer service adhered to compliance with company and government share trading regulations and procedures.- Collaborated with peers, training team and management to enhance the customer experience and on boarding of new staff members.

Key Responsibilities:- Provide individual coaching and support to DMs/BMs and other frontline staff across 4 districts up to 55 branches through the Victorian and Tasmanian branch network applying sales management processes and sound customer service experience to enhance wealth referral pipelines and product outcomes, identify areas of improvement and build leadership capacity.- Facilitated core wealth training programs, increasing overall staff performance and portfolio gain… Show more Key Responsibilities:- Provide individual coaching and support to DMs/BMs and other frontline staff across 4 districts up to 55 branches through the Victorian and Tasmanian branch network applying sales management processes and sound customer service experience to enhance wealth referral pipelines and product outcomes, identify areas of improvement and build leadership capacity.- Facilitated core wealth training programs, increasing overall staff performance and portfolio gain because of tailored coaching to improve staff’s ability to complete the A-Z review/lending process, including managing a follow-up program with attendees and debriefing with line and district managers of participants.- Analyse internal reports to identify opportunities or trends within the ABN network and draw upon the knowledge of the market and consumer trends to inform ABN districts.Achievements: - Secondment into State Lead Role when manager is on leave. - Awarded BDM of the year from a team of 40 members for achieving 3 out of 4 territories being ranked in the top 5 branch districts for Wealth Outcomes in 2018.- Coordinated 500 staff to attend the Wealth Referral Capability program which increased wealth referrals from 2.3 per month/staff member to 4.8 on avg per month. Show less

Key Responsibilities:- Coached and mentored teams of up to 25 members to build a customer-focused culture and to achieve enhanced customer service delivery, growth in sales activity & productivity by understanding their weekly KRA expectations and the customer values and objectives of ANZ call centres.- Enabled the team to exceed high targets, monitoring the call volumes by coaching to develop product knowledge, improve sales skills, and build familiarity with all internal processes… Show more Key Responsibilities:- Coached and mentored teams of up to 25 members to build a customer-focused culture and to achieve enhanced customer service delivery, growth in sales activity & productivity by understanding their weekly KRA expectations and the customer values and objectives of ANZ call centres.- Enabled the team to exceed high targets, monitoring the call volumes by coaching to develop product knowledge, improve sales skills, and build familiarity with all internal processes and policies and compliance with internal policies and procedure. - Collaborated with other managers through team building and strategic planning to increase sales results and centre KPI and GOS expectations and funds under management expectation.- Call forecasting and creating rosters to meet customer demands.- Achieved business growth by reinvigorating and managing existing customer relationships, identifying, and securing new business opportunities.- Coordinated an understanding of the company’s critical risks, proactively managing the risks to protect customers and the team.Achievements: - One of my direct reports earning a promotion to Outbound Sales call centre manager and then onto leading ANZ call centres in Asia. - Awarded the Diamond Award for going above and beyond to shape a world where people and communities thrive from up to 1500 staff members across all of ANZ call centres for the following, 1) Role Model for project and leadership contribution. 2) Successfully coordinating significant change project integrating 3 specialist products into ANZ call centres from third parties. 3) Consistent high staff engagement and satisfaction scores. Show less