At Long Property, we focus on a quality financial broker experience, providing sound strategy/ structuring advice (not just product) and clear communication so clients are informed and involved in their wealth journey. We have access to multiple major and non-major banks and lenders, and are connected to top Buyer advocates, Accountants, Solicitors, etc. so clients build a great team.As Head of Operations, I work with the Principal to implement and improve processes that enable Long Property to deliver a red-carpet service to clients from initial appointment through to settlement, using my experience in business and residential lending, sales and support. I also contribute to the management and marketing, including blogs and podcasts.Visit our website - www.longproperty.com.au - for more information.

The Australian Lending & Investment Centre (ALIC) is an award-winning financial brokerage which assists clients in achieving their investment goals and building personal wealth through ensuring the right lending structure is implemented. As Senior Client Services Manager, I review supporting documentation to ensure completeness and compliance with lender credit policy, problem-solve client and assessor queries, to meet delivery, efficiency, internal compliance and customer satisfaction targets. I would also be a team leader, mentor and knowledge hub for client service and front office staff.As Associate Investment Lending Manager, I was the Broker’s proxy in client and third partner relationships, initiating, reviewing and responding to queries, analysing financial information and work-shopping strategies and structures, and processing credit files for lender assessment, whilst managing client services to meet settlement deadlines and targets.

Responsible for the management and growth of a portfolio of SME clients in sectors including property investment & development, manufacturing, retail, distribution, and financial services. Held Delegated Commitment Authorities (DCA) of up to $10m in business debt (e.g. loans, working capital, asset finance & treasury) and $4m in personal debt (home loans, credit cards, etc.). Prepared and submitted for approval lending proposals outside this authority, with full justification for recommendations, including obtaining and analysing business and industry information.Improved an under-managed portfolio through early engagement with key partners, effective communication and strong customer service, with minimal loss of previously disgruntled customers.Enhanced the credit risk profile of the portfolio through compliance actions including updating covenants, credit ratings and valuations, and targeted collection activity. Asset quality assessment scoring was improved, with managed debt reduction and other risk mitigation activities achieved.Identified new business and referral opportunities, establishing and developing internal and external networks to aid achievement of income targets, assessing economic value and risk potential.Completion of ongoing internal and external training such as Moody’s Analytics and AFSL Tier 2, to ensure familiarity with systems, policies, and procedures, as well as compliance with legislative requirements. This was achieved whilst adjusting to a new environment and professional culture.Coached and supervised direct reports and other colleagues to ensure they had the skills and knowledge to perform their role in compliance with policy and legislative requirements in a professional and ethical manner.

On secondment from my role as a Senior Business Banking Manager, I relieved the incumbent Senior Manager in the Bank's Strategic Business Services division. This involved:Maintaining previous strategy or commencing new activities to ensure the best outcome for the Bank, whilst acting ethically in consideration of distressed customers. Liaising with existing account managers to ensure consistency of approach and communication.Joint approval authority held to make strategy decision for cases up to $50m in debt exposure, locally and with senior executives. Approval authority also held for other credit matters, including excess positions, provisioning, file repatriation or closure.Preparation of strategy papers, provisioning assessments, bad & doubtful debt reports and lending reviews to assess policy breaches or lessons learned.Dealing with external partners, including insolvency specialists such as receivers, administrators, property managers and valuers, as well as internal legal professionals and senior management.

Review of lending strategies to ensure appropriateness to risk, with specific responsibility for the appraisal, origination and implementation of borrower recovery strategies to support the Customer’s (Bank of Scotland) balance sheet reduction policy.Active portfolio management involving borrower negotiation to maximise recoveries and minimise loss for the Customer, with approaches including forbearance, loan restructure, discounted settlement, voluntary asset disposal, receivership and litigation.Compliance activity for risk minimisation including review of facility letters, anti-money laundering documentation, covenants, complaints, management of third party costs, etc.Staff selection and management, including performance appraisal.Credit analysis, delivering Critical Service Levels within deadline and above quality metrics.Contribution to organisation projects, including the championing of arrears cure management and a dedicated auctions process for distressed assets, etc.Founder member (2010) & Committee member (2011-2013) of Certus Cricket Club, including lead organiser of the Club’s involvement in the ‘Longest Day’ charity event, June 2012.

Identification and management of manufacturing, retail and investment businesses and individual clients. Portfolios up to €80m, with single case exposures up to €40m.Achieved annual objectives for loan portfolio growth, fee and interest income, as well as the cross-selling of other Bank products in treasury, working capital, asset finance, wealth management, etc.Development of a business network to generate portfolio activity & third party contacts.Chair of Bank of Scotland (Ireland) Limited Sports & Social Committee, 2001-2010, liaising with senior management and club/ society reps in agreeing budgets & subsidies.

Support of Relationship Managers in their portfolio management activity in an administrative role whilst undergoing formal and on-the-job training (as a Graduate Trainee) and, from March 2000, being responsible for managing and developing a personal portfolio.Committee member of ICC Bank plc Soccer Club, 2000-2001.

Support of staff in a retail banking branch, including the answering of client queries, computer processing of customer transactions and office administration tasks.

Archival records storage of reconcilement and non-reconcilement accounts; General office duties, with record keeping of imaged & microfilmed accounts.