Our service is here to help all people with a disability and their families manage their disability funding from the National Disability Insurance Scheme (NDIS). We manage the financial paperwork so you can relax and know that your plan manager is working for you.

Supporting Comminsure Life Product & Distribution Risk to deliver on remediation projects. The current remediation has necessitated the setup of new mail house, payment processing, reconciliation, tracking and Contact Centre functions to remove reliance on the CBA Group pending CommInsure sale to AIA. Outcomes are being achieved through clear engagement with internal / external stakeholders, consideration customer impacts, assessing potential risks, adherence to legislation and commitment to the undertakings provided to regulators.

Risk Lead supporting the Day 1 transition of CommInsure Life Customer Solutions to AIA through,- Line 1 Control assurance, monitoring and Risk Profile management- Providing advice, process support and recommendations - Compliance requirements- Business Continuity - Due Diligence - Model Policy compliance- Regulatory changes- Completing / co-ordinating 102 Operation Risk Assessments (ORA) of business systems with Day 1 transition impacts - Strong stakeholder management with business General Managers to gain ORA endorsement

I lead a team of SME's responsible for the Claims and Underwriting Quality Assurance compliance responsibilities to support the various business segments of Life Customer Solutions. Our Team's core functions include: • Independent quality case reviews• Management of delegated authorities• Approvals for product and other changes with claim, underwriting or insurance risk impacts• Monitoring and reporting on insurance risk issues and training needs, such as trends analysis• Claims case conferencing and complex case referral• Training and mentoring to drive quality claims management• Productivity initiatives • policy reference guides• Senior sign off for Wholesale underwriters on above limits cases• Underwriting Guidelines reviews and recommendations• Oversight on Underwriting Risk issuesOur team of SME's support the wider CommInsure business to ensure a seamless customer experience, while protecting the business mitigate and address risk.

I lead three Teams of dedicated professionals responsible for minimising, monitoring and reporting risk within the CBA Collections business. We focus on ensuring the business delivers a quality service while meeting our legislative and regulatory obligations. The Teams are:Call Quality and Decision Quality: Supporting the business primarily through Call Audit reviews and adherence to the accepted call model. The Team provides feedback for coaching purposes and holds calibration sessions with our Call Centres to ensure consistency across the business. Reviews are also conducted to ensure appropriate decisions are made when offering solutions to our customers.Learning and Delivery: Providing tailored learning modules and courses to support the development of all Collections team members. The Team has responsibility for facilitating inductions and both business specific and BAU Training. This Team also reports to RBS Learning and Development to maintain the Group’s focus on quality learning. Operational Control: Working closely with Collections and CBA Line 1 Risk to prevent gaps/risks by having reportable controls across our business processes. The Team conducts regular feedback sessions with the Collections business to ensure we are compliant with our obligations. They are responsible for the control testing, management of exceptions and delegations databases, and liaising with internal / external audit partners to address concerns.

The Operational Control Team (OC) ensure sufficient and appropriate controls are in place across the Collections business. We proactively monitor internal controls by performing spot checks on business as usual activity to ensure processes are followed. The team provides result reports to all levels of the business and calls out exceptions to process for business improvement.This role included a 9 month secondment to the Direct Channels Risk & Control team. As Line 1 Risk Managers we work closely with our business partners and key stakeholders to implement and maintain the Risk Management Framework. Our focus is to: -* Minimise Compliance risk * Assist all team members and business activities to comply with applicable compliance requirements; * Guide team members and the business to effectively control risk to ensure we rach our business specific goals;*Work with change management and other group partners to drive continuous improvement in the control environment;* Manage the portfolio of risk related action items; and * Provide reporting to key stakeholders

The Customer Assist Team deliver solutions to Bank customers experiencing unexpected and life changing events, with a view to achieving the ultimate rehabilitation of our customers financial position.As Senior Manager Customer Assist, I manage a team of technically skilled leaders to deliver specialised performance coaching and development opportunities to our front-line team members. We strive to deliver high quality solutions with a strong focus on loss mitigation.

Managing the Bank's Vendor Relationship (Debt Sale) team to provide data, business support and assistance to our Debt Purchase / Field Services / Real Estate agents.

Managing the external relationships of the Bank held by Collections and Credit Solutions for outsourced work.

Managing a team assisting CBA customers in financial difficulty through life changing events. The role utilised existing strengths, developed coaching and managing skills, allowed strong input to business process and structure changes.

Managing the Bank’s investigation and written responses to disputes lodged with External Dispute Resolution schemes including the Financial Ombudsman Service, Privacy Commission, Fair Trading Tribunal and Anti-Discrimination Board

Various Collection roles for State Bank NSW and Colonial State Bank.