In this role, I am responsible for the valuation management, strategy and performance of the residential property valuation panel nationally for the BOQ Group. Broadly this includes continuous improvements, contract management, vendor negotiations, monitoring performance against SLAs and collaboratively refining ensuring maximum efficiency. Key objectives include:• Defining & implementing the BOQ residential valuation function and strategy, aligning with BOQ’s risk appetite• Identifying and implementing opportunities to optimise valuation systems and enhance reporting• Effectively managing the Group’s national residential valuer panel ensuring compliant practices and adequate valuer coverage. • Identifying and implementing cost savings initiatives Achievements• Presenting the Panel performance at Executive Change Committee (CEO in attendance)

As the Business Lead and SME, I initiated and delivered the VMS to ValEx implementation. Key achievements included:• Developing the internal business case • Negotiating the vendor contract• Conducting a gap analysis identifying rules to be built, aligning to the Bank’s policies and risk appetite• Identifying and updating policies and procedures to provide clear and accurate direction for valuation processes• Implementing a single residential panel across the BOQ Group (Virgin Money Australia, BOQ Finance, BOQ Specialist and BOQ), nationally• Delivering the project on time and within budgetAchievements• 2018 CEO Nomination

As the single point of contact for valuation queries and system assistance, I advised, educated and managed staff to ensure procedural compliance. In addition, I assisted lenders with valuation-specific enquiries, and maintained strong networks, as the conduit between the business and senior managers of valuation firms. I developed robust relationships with key stakeholders improving communication between valuation suppliers and the Bank.I played a key role in improving the governance, transparency and accuracy of the valuation processes, including refining reporting mechanisms for monitoring the Valuer Panel, streamlining processes and improving data quality. Subsequent to the acquisition of Virgin Money Australia, I autonomously created a standalone VMS system. I also played the lead role in aligning the functionality of valuations and processes with policy and overcame prior legacy issues when ordering valuations. This ensured the residential valuation panel was compliant with adequate valuer coverage.Achievements• 2017 CEO Award, for identifying and implementing significant cost savings• Bank representation at valuation and industry conferences and national site visits• Built a learning and development package on the valuation function, improving internal knowledge • Completed two full reviews of the residential Valuation Panel, including conducting data analysis and developing a paper for the executive team detailing review outcomes and recommendations for improvements.

Based in a new business segment of the company, within this role I led a team of seven residential-sector valuers across the state, in the completion of property valuations.This included establishing new valuation requests and allocating them to valuers, and conducting property research through a range of sources. In addition I reviewed daily activity reports in VMS and VALEX, and provided daily updates on new valuation requests awaiting allocation, and outstanding WIP and action items.Skilled in stakeholder management, I routinely liaised with clients, brokers, solicitors and real estate agents to source documents, plans and contracts for valuation submissions. In addition I responded to information requests, negotiated valuation fees, and provided status updates on valuation reports and compliance issues. With proven ability to develop high-performance teams, I improved capacity and promoted accountability through effective performance development strategies. This included monitoring achievement of SLAs and KPIs, identifying issues and initiating corrective actions. In addition I supported the training of new and existing staff, including defining key policies and procedures, SLAs and KPIs, as well as identifying opportunities for upskilling. I also ensured compliance with relevant legislation, including confidentiality, document management and OH&S.

Career break for overseas travel.

Promoted to this role, I responded to enquiries from Medical Aids Subsidy Scheme (MASS) clients, government agencies, NGOs, staff, suppliers and the public in regards to the MASS spectacle allocation. This included gathering evidence in regards to client needs, and assessing eligibility according to MASS policies, procedures and guidelines. I subsequently managed the end-to-end process required to dispense spectacles to eligible individuals under the MASS. Based on my demonstrated skill in this role, I was offered the opportunity to act in the role of Senior Client Service Officer, responding to complex cases and escalated customer support requests.Utilising broad organisational knowledge and robust analytical skills, I participated in planning, development, implementation and evaluation of continuous improvement activities. Most notably this included testing and supporting the implementation of a new SAP system. I also recommend a number of initiatives which generated significant productivity savings.

Within this role I was responsible for autonomous management of warehouse operations including all aspects of asset management and logistics. This included coordinating equipment dispatches and returns, including the completion of condition and functionality assessments, and general maintenance.With a focus on process improvement, within this role I introduced regular stocktaking procedures to underpin effective inventory and asset management. Most notably within this role I managed the large-scale relocation of the warehouse including 2,000 pieces of equipment from Fortitude Valley to Cannon Hill. Subsequent to relocation I identified the opportunity to utilise unneeded storage space to bring offsite archiving onsite. This included developing an archival procedure based on national archiving legislation. This initiative generated significant monthly cost savings with minimal outlay. I was subsequently promoted to the role of Client Service Officer based on my track record of achievement in this role.

Within this role I ensured the completion of on-time and in-budget works on a refurbishment project. This included the procurement of materials, coordination of work crews, and oversight of project plans and critical milestones. In addition I supported the coordination of effective workflows within a live site with minimal disruption to business-as-usual activities. Subsequent to completion of this project I have undertaken a number of residential developments, securing capital investments to build the portfolio.