Patrick Korghian Email & Phone Number

Sydney, Nsw, Au

Sydney, New South Wales, Australia

Sydney, Australia

Sydney, New South Wales, Australia

Supporting the management, delivery, and solutions of remediation incidents and issues for Direct Life CommInsureMaintaining, analysing and reporting on incidents, issues, actions and remediation objects within RiskInSite. (Risk Issue and Incident System)Developing new controls as well as uplifting any existing controls with vigorous testing and step by step processes to ensure control effectivenessDeveloping and maintaining the Remediation Matrix for the business to utilise as a reporting tool for board packs and Remediation Reporting Creating, implementing and maintaining remediation tools (Rectification plans, closure packs and remediation plan templates)Delivered outcomes in line with existing Risk Framework, including raising incidents and issues in line with Group Operational Risk Framework. Developing strong relationships with key stakeholders including General Managers, Heads of and other Senior Managers across the business, RBS and Wealth Risk Management in both Line 1 and Line 2 teams. Driving the implementation of the Operational Risk and Compliance framework into the business. This includes the Group Remediation policy and procedures, Compliance incident policy and procedures, and Data Security procedures.Preparation of working group presentations, training and documentation of actions, outcomes and decisionsContributing to the delivery of the various monthly and quarterly committee and board reports

Parramatta

Provide administrative and operational support to the Front Office Manager/Hotel ManagerSupervise day-to-day operations ensuring standards are adhered to and maintained Handle management issues or emergencies that may arise and respond appropriately Coordinated duties of hotel departments including Housekeeping, Front Office, and Food & Beverage Teams.Managed guest feedback, comments, and complaints to maximize guest satisfaction, create memorable experiences, and increase guest return rateEnsure a consistently high standard of customer service is delivered by all team members Ensure team members maintain a professional manner and are up to date with VIP guest movements, hotel events, local attractions and activitiesHandle guest requests, inquiries and complaints, be the point of contact in the absence of department managers Be visible in the hotel lobby and other public areas, particularly during busy times Be available to support the front desk with check ins, check outs and concierge with luggage & valet parking Assisted in increasing revenue by changing guestroom categories where possible.Trained and mentored front office staff.Completing Payroll for all front office staff

Sydney, Australia

Partnering with the salaried Advice channels to advise, review and challenge the Business in meeting objectives.Providing objective review and challenge of the data captured within RiskInSite and other data and information used in the decision making processes within the Business.Investigating the Line 1 Business processes and conducting uplift for any existing Controls or creating new Controls and test plans. Investigating, analysing and reporting on incidents and issues within RiskInSite and being the point of contact for any RiskInSite requests (i.e reporting) Liaising with Group Operation Risk and other group functions and providing feedback with regards to any suggested improvements within RiskInSite Providing BAU support to Line 1 Business unitsBuild relationships and develop strong rapport with internal stakeholders and clients.

Sydney, Australia

Key Responsibilities and Achievements:Reviewing individual complaints to assess whether the advice provided to clients was appropriateInvestigating, analysing and assessing the appropriateness of strategic and investment advice provided by MEL advisers in a timely manner.Where advice was found to be inappropriate, recommend remediation in line with the Remediation Methodology and apply current and past legislation including any FOS determinations. Compiling evidence and client files using a vast array of internal systems and applications.Contacting clients and advisers where required to gather additional evidence and information to assist in the completion of assessments and accurately documenting such conversations.Requesting profit and loss calculations to help determine remediation amounts where advice has been found inappropriate.

Sydney Area, Australia

Key Responsibilities and Achievements:Coordinating various regulatory and industry body interactions on behalf of the Banking and Financial Services division of Macquarie.The management, tracking and reporting of communication with regulators and industry bodies in the appropriate system Responding to regulatory information requests and investigations, and identifying, assessing and resolving compliance incidents and breachesThe delivery of various monthly and quarterly board reports for the Banking and Financial Services division of Macquarie, Macquarie Group Operations and Risk Committees.Conducting quarterly Client Money monitoring to ensure control effectiveness. Effectively managing partnerships with key stakeholders, in particular liaising effectively with other Compliance stakeholders to inform functions such as product aligned advice, monitoring and surveillance, regulatory change and industry consultation submissionsOverseeing the required compliance standards for insurance sales for the general advice call centers, and providing compliance guidance to business owners and its representatives, and monitor and report on compliance for the call center.Compliance training for new and existing representatives in the insurance general advice businesses Actively promoting Risk Management Group’s Compliance Advice, Training and Monitoring model to raise awareness and understanding

Sydney Area, Australia

Overseeing the required compliance standards for insurance sales in the call centre. Driving and maintaining a compliance culture within the call centre for the telesales consultants, quality assurance agents & team Leaders.Providing compliance training for new and existing staff members (Call centre staff, Quality Assurance staff and training department).Incident Management and training, including how to IRIIS (Integrated Risk Issue and Incident SystemI have also been directly involved in the creation and implementation of new Training programs for Direct life Call centres agents. Updating and implementing new processes and procedures for a number of tasks and projects across the Direct Life space.

Key Responsibilities and Achievements:Resolving customer complaintsManaging EDR complaints (FOS/COSL)Managing hardship applicationsResolving regulatory complaints (ASIC)Resolving customer disputes (Fraudulent accounts, ect)Strong client focus (internal & external)Managing the complaints mailboxWorking professionally whilst under pressure and meeting deadlinesTraining new staff members Generating complaints reports for monthly board meetingsManagement skills and advance people skills

Customer relationshipsEffective time management Income verificationInbound & Outbound CallsGenerating reports, credit card applicationsFirst contact with card Holders for Macquarie BankCapable of working professionally whilst under pressure Liaising with clients and meeting their needs

Ensure the provision of total customer satisfactionEnsure personal flexibility and reliability , including going that “Extra Mile”Capable of working professionally whilst under pressure Strong client focusProblem/ complaint resolution and controlQuality Assurance calls and following Amex compliance. First contact for merchants with American ExpressCustomer relationship Management