• Strategy Development - Work closely with key stakeholders to identify gaps and opportunities• Technology Management - Leverage technology and application solutions to improve processes and drive efficiency in operations• Resource Management - Ensure optimal staff utilization balanced to the achievement of planned outcomes like designated service level, targets and abandon rate goals • Portfolio & Workflow Management - Analyse, sort, prioritize, extract and action workable credit files• Reporting - Producing and communicating Performance, Abandonment and KPI reports • Client Relationship - Attend QPR, Ops meeting and call calibration sessions, and action feedback to ascertain, client SLAs are met• Compliance Adherence - Updating Standard operating procedure guidelines on QMS for first and second level support infrastructure• Training & Feedback - Facilitate team learning and development through regular QA feedbacks• Dialer Management - Ensure technology is being utilized to its full potential• Escalation Handling - Resolve complex queries pertaining to reconciliation, which demand frequent adaptation, extensive research, and analysis to respond

• Technology Management - strategize to enhance customer and staff experience around digital service offerings and infrastructure upgrades, including cloud, telephony, and end-user applications• Portfolio Management - Analyse, sort, prioritize, extract and action workable credit files from portfolios• Strategy Development – Work closely with key stakeholders to develop and implement various customer and employee engagement strategies• Reporting - Producing and communicating Performance, Abandonment and KPI reports • Client Relationship - Attend call calibrations and action feedback to ensure, client SLAs are met• Compliance Adherence - Updating Standard operating procedure guidelines on QMS for first and second level support infrastructure• Dialer Management - Ensure technology is being utilized to its full potential

• Documentation - Develop and document high-quality user requirements & use cases in the form of user stories and detailed acceptance criteria adhering to business needs• Sprint Management - Planning, managing and conducting daily standup, kickoff and sprint retrospective meetings• Managing Business Meetings - Planning and facilitating business meetings like Kickoff, Sprint retrospective, and JAD sessions• Testing - Liaise with the testing team in defining testing strategies and executing test cases for the Unit, Smoke and Regression testing

• Managing allocated ANZ Bank (Loans & Credit Cards) portfolio• Building strong relationships, organizing repayments and negotiating settlements• Using problem-solving skills to answer complex client queries and provide one-call resolution• Analyzing financial statements and profiling clients to assess hardship• Demonstrate excellent communication and documentation skills to maintain a comprehensive record of client interactions• Ascertaining compliance adherence at all times by following ACCC/ASIC collection guidelines, Privacy act, and NCC

• Responsible for business development through sales• Communicating with clients for Pre & Post Sales• Discover training needs and provide coaching• Create an inspiring team environment with an open communication culture• Ensuring maximum leads are generated• Planning & organising weekly, monthly, quarterly and yearly sales targets

• Pitch prospects to sell• Identify decision makers within targeted leads to begin sales process

Responsibilities included Requirements Elicitation, Supporting Process Documentation, Coordinating with software development team.

Responsibilities included designing, implementing, testing and maintaining various power and control panels. Also responsible for troubleshooting of any breakdown or outage.

Responsible for maintenance of electrical panels and power system within premises.