Mary Manfredas Email & Phone Number

Sydney, Nsw, Au

Sydney, Australia

Heading up Credit Assessment for Unsecured Loans Work closely with Risk, Product Management and Marketing

Sydney, Australia

Head of Credit, Responsible for Credit Policy, Customer Service, Credit Underwriters (Consumer, SME Loans) Credit Management (Collections and Hardship).Complaints Team (AFCA, IDR, Escalations and External Dispute Resolution)

Rhodes, New South Wales, Australia

Day to day management across three sites of the Cards chargebacks process...mortgage account set up and maintenance, Diners merchants, journal processing and bank guarantees...Also managing transformation and automation projects...

Rhodes, New South Wales, Australia

Daily Management of the Customer Relations Unit (Customer Care, Escalations and Internal Dispute Resolution) ensuring customer escalations/complaints are answered within SLA, including telephone and written contact• Managed the governance for the Call Centre (Citiphone) and Retail Distribution escalations• Worked collaboratively with internal and external stakeholders to produce jointrecommendations on policies, strategic issues and escalation resolution• Reviewed and analysed Presidential Complaints• Mentoring and staff developmentv Successfully implemented the Centralised Escalations for Credit Operationsv Successfully implemented the Centralised Escalations governance model for Citiphonev Successfully implemented the Centralised Escalations governance model for Retail Distributionv Assumed responsibility of the Internal Dispute Resolution Team in July 2014 and reduced the backlogs to under 10 items within 2 weeks

Rhodes, Nsw

An experienced Senior Underwriting Manager with $250K delegation in Unsecured Credit and over 23 years involvement in the Credit Lending industry in Financial Services• Managed the Underwriting Teams in Sydney, Mumbai & Manila andDeveloped and provided Credit training to all sites • Managed the Partnerships for Unsecured Credit• Managed exception processing and reassessments• Managed volumes (including capacity planning, productivity optimization and quality) toensure positive experience for applicants in order for business benefit to be maximized• Sole approver for all unsecured credit lines greater than $100,000.00• Collaborated with product and marketing managers to ensure processes and capacity werealigned with expectected volumes

Sydney, Australia

Developed and managed the Customer Service “Escalated Complaints” Unit, in relation to investigation and resolution of customer complaintsBuilt and managed relationships with product business partners across the consumer bank ensuring the prompt escalation and resolution of issuesImplemented service level agreements across all the businessesDeveloped and implemented MIS strategiesIdentified potential systemic issues and liaised with all Business Units to raise awareness and rectify problem areas

Biomedical Science, School Of Biomedical Science

Activities and Societies: Incomplete

Advanced Credit And Risk Singapore – 2002, Advanced Credit Cards And Personal Loans Risk Management Citibank Singapore – 2005, Cert Iv Credit Management

Managing People At Work And Leadership - 2001

Leadership Excellence, Mastering Growth Portfolio