During my time within Performance & Enablement department, I played a key role in the redevelopment of the Leads Governance framework, collaborating with cross-functional stakeholders to redesign and enhance email communication tools for frontline staff. These efforts resulted in the streamlining of processes and improved performance metrics for the Bank’s Leads functions, driving greater operational efficiency and alignment with strategic goals.• Led the redesign of the bank’s lead actioning process, ensuring full compliance with the Privacy Act 1988 and anti-hawking regulations, while enhancing existing governance documents and operational efficiency. Oversaw the rollout of training to all coach and support teams, addressing new risk protocols and ensuring comprehensive adherence.• Utilized SQL and Excel to aggregate and analyse data, confirming the effectiveness of business improvement initiatives by identifying key performance trends, optimizing operational processes, and providing actionable insights to senior management.• Conducted Gap Point Analysis to identify deficiencies in operational processes, leading to the development of targeted solutions that enhanced compliance, improved risk management, and optimized resource allocation for increased operational efficiency.• Conducted A/B testing on messaging and design of e-mail templates, resulting in a 36% increase in lead engagement and a 17% improvement in onboarding conversion rates for e-mail leads.• Developed and executed a detailed Statement of Work (SOW) for the project, outlining clear deliverables, timelines, and resourcing allocation, ensuring timely project delivery.• Identified gaps in governance and compliance, integrating improved processes within CRM systems, resulting in enhanced regulatory adherence.

As a Quality & Effectiveness Advisor for Lending Fulfilment & Servicing, I oversee diverse areas, including customer complaints and processes pertaining to Home Lending Fulfilment & Servicing. My role involves employing the following skills:• Developed data-driven solutions to address key issues, improving process efficiency and driving continuous improvement across home lending fulfillment and servicing.• Managed & resolved customer complaints related to mortgage releases, home loans maintenance, and post-settlement support, resulting in enhanced customer satisfaction and retention.• Collaborated with product owners, managers, lenders, brokers, and internal teams to optimize service delivery and streamline lending operations.• Led process improvement and risk mitigation initiatives, reducing errors and enhancing system integrity to improve overall operational efficiency.• Delivered detailed reports to executives, identifying key risks and operational challenges, enabling data-driven decision-making at the leadership level.

As the Loans Maintenance Coach during the secondment period, I effectively lead, coach, and support team members in efficiently managing a diverse range of home loan variation and maintenance requests. This role necessitates a comprehensive skill set, encompassing:• Daily management of escalation requests, prioritization of varying work, and adeptly managing customer expectations, providing daily reporting to ensure effective tracking of ongoing activities and outcomes.• Coached team members to meet performance targets aligned with business objectives, increasing overall team productivity.• Fostered a culture of continuous improvement by streamlining systems and processes, enhancing operational efficiency.• Collaborated with 1LOD and 2LOD risk advisors to manage and mitigate operational risks, improving team and divisional risk management.• Identified and improved inefficient processes and systems through comprehensive reviews, aligning procedures with loan maintenance operations for greater efficiency.

In this role I manage the relationship with surviving customers, executors and legal representatives to problem solve and meet lending requirements for customers in their time of need. The role requires the following skills:• Proactively work with Frontline & Deceased Estates (Bank) teams to assist bereaved customers in the moments that matter.• Provide specialised loan structuring for surviving parties that will meet customer’s financial objectives • I ensured compliance with the Privacy Act 1988 by implementing a robust Privacy Access Request process, enabling customers to access their credit-related personal information, which enhanced transparency and trust, ultimately improving customer satisfaction

In this role I assess small business and retail term loan applications within Suncorp Bank's credit risk appetite. The role requires the following skills:• Applied the 5Cs of credit analysis (character, capacity, capital, credit, and collateral) and in-depth industry knowledge, including property market indicators, to deliver risk-aligned lending decisions.• Proactively managed stakeholder relationships with Suncorp lending managers, BDMs, and external brokers, ensuring clear communication, setting expectations, and meeting timelines while addressing any delays proactively.• Simplified and adapted the loan assessment process to meet changing customer and business needs, ensuring seamless operations and high service standards while maintaining focus on credit risk, profitability, and customer satisfaction.• Delivered lending assessments in full compliance with the National Credit Code (RG209 Responsible Lending Conduct), effectively mitigating operational risks and supporting business outcomes.Over the past four years I have contributed to multiple process improvement initiates, reflecting my strong commitment to identifying problems and improvement opportunities, including the following:• During the 2018 Business Improvement Program (BIP), as a key member providing lending process insights for both Home Lending Servicing & Origination• Identified and provided process improvement solutions within the Home Lending Assessment work group, driving quick wins to enhance the end-to-end lending process.• Piloted various lending projects, including the Personal Advice Models, to enhance lending processes and drive process efficiency.

In this role I supported the bank’s top-performing lenders, generating a 30% increase in lending volume within 12 months. The role required the following skills:• Cultivated and strengthened relationships with Suncorp’s top direct lenders, driving a 40% increase in satisfaction, while expanding the client base by introducing the brand to new prospects through strategic loan referrer partnerships. ‘Can-do’ attitude to get problems solved.• Spearheaded the management of lending systems, processes, and document handling, improving operational efficiency by 25%, while maintaining a solution-oriented approach to resolve complex issues efficiently and ensuring 100% on-time settlements.• Leveraged comprehensive product and loan process knowledge to guide clients end-to-end, reducing errors by 20%, addressing complaints, and improving customer retention by 15%.Here are two examples of where I secured settlements within tight deadlines:• In one day (Jun 30) I managed end of financial year settlements of over $7 million equivalent to 25% of lending book value• Successfully averted a missed settlement and customer deposit forfeiture by coordinating with all settlement partners securing a 4:45 pm Friday settlement — a first for the bank.

In-depth product, process and credit policy knowledge to qualify customers for personal loansCompletion of the loan application process from the first phone call through to validationAbility to have difficult conversations, particularly with regard to denying loan applications to long-term customers while creating a positive customer experience.• Effectively sold lending products by explaining processes and leveraging in-depth product knowledge, resulting in increased customer conversions.• Consistently exceeded monthly lending targets by an average of 15%, contributing to the team’s overall performance.• Managed difficult conversations around loan denials with long-term clients, successfully retaining customer relationships across other business lines.• Streamlined the loan application process from initial inquiry to final settlement, ensuring documentation accuracy and timely approvals.

• Contributed to the successful implementation of the RG146 Insurance Personal/General advice pilot, enhancing advisory capabilities.• Converted phone inquiries into sales, writing 130% of target, driving revenue growth.• Earned 10+ Silver and 2 Gold Customer Recognition Awards for outstanding service, driven by consistently positive customer feedback.• Provided tailored advice on personal insurance products, customizing coverage based on detailed customer needs assessments.• Mentored new training groups, enhancing team performance and knowledge retention.

Cash handling, float reconciliations – requiring attention to detail while working under pressureMaintaining a customer service focus while multitasking across different rolesManaging tables and bar service, developing time and priority management skills

Helping customers select the best phone and plan option based on individual needsWorking as part of a team to help complete sales for both personal and business customers

Developing rapport with a wide range of different customersAdapting quickly to a client's needs using different sales techniques, eg: Choice closing, Give - Take closing, Trial Close and Assumptive closingKnowledge of the Microsoft Office suite

Meeting sales targets through time management and goal-settingSecond in command of running a team, managing paperwork and stock managementTraining and skills to complete Business to Business sales

• Managed guest interactions, including payment processing, cash handling, and end-of-shift reconciliations, while addressing billing concerns and resolving complaints. Handled all telephone inquiries with professionalism, ensuring seamless communication and exceptional service delivery.• In this role I achieve 100% on several secret shopper on multiple occasions

Preparation and packaging of desserts to a high standard for large scale and local distributionSkillfully managing elements of production and coordination of a team and their activities.Maintenance of essential equipment, extensive cleaning of appliances