Design, implementation, uplift and ongoing management of key customer processes across all aspect of the customer lifecycle

My role as Operations Manager in RMG within Home Buying Operations & Transformation was primarily to manage the relationships between 3 main operation teams (CBA/RMG RCD, Bluestone & FMS).

Risk and Controls directly relating to the Royal Commission in 2018.Introduction of Workflow management tool Pega to our risk teams which enhanced productivity when actioning control reports.Closed highly rated regulatory issues throughout my time.

Creating and mapping lending practices to ensure our lenders are having effective and valuable conversations with our customers to ensure the customers receive the right outcome for their situation. This included created Hypothesis risk alerts for such things as Monthly Living Expenses, Foreign Income and assets/liabilities. These risk alerts provided the Risk team with information that helped educate lenders on how to improve their conversations with customers.

Training Analysis, Design, Delivery and EvaluationHighlights• Led, Coached and Supported 6 Sydney based trainers to obtain their Cert IV in training and Assessment (TAE 40110)• Successfully relieved the vacant Senior Manager role of the national training team (WA,VIC,QLD & NSW) for 3 months.• Designed and delivered a new 3-day training package with 48hours noticed to 28 staff which was then uses to train a brand-new business unit of excess 200 staff nationally.• Effectively delivered training and supported the creation of Home Loan Validation & Verification in 2016/2017.• Lead team of trainers and SMEs in a 10-week training workshop in Western Australia. Delivered to Approx. 75 staff. • Delivered Project Training Across 3 states (QLD, WA & NSW) in Jul 2015. Delivered to +150 staff.• Lead a national rollout of a Quality Assurance tool to over 106 staff over a 4-month period.

Assessment of new Home Loan ApplicationsPersonal Credit Approval Authority of $1millionAssess the risk of new money applications to ensure they adhere to current bank policy and guidelines.

Assessment of risk reports & error databasesCreate and facilitate training programsDownload policy/procedure updates.• Conducted CommSee Top Up training and reduced error rate by 60%• Rolled out the Quality Capture Tool (identifeye) in which i facilitated training workshops in Perth, VIC, QLD and Sydney

• Project roll-outs• Training on new/changes in procedures and process’s• Conducted follow ups and Kato attacks after training delivery• Investigate and implement change in procedures due to policy or legislative change received at short notice• Involved in the Lender Learning Pathway• Inducting new recruits

Various roles from Doc fulfilment, Certifications, Fundings/settlements & Discharges