Tracy Douglas Email & Phone Number

Sydney, Australia

Responsible for ensuring that the business is using best practice in terms of process and policy.Responsibilities:*Document, test and modify operational processes*Ensure operational excellence is achieved daily*Provide guidance, information and support to Director*Liaise with internal and external stakeholders and service providers*Identify, respond to and manage business risk

Sydney, Australia

Role Purpose: Manage team of 15 home loan advisors who complete the application and valuation process from post sales through to formal approval. Report to: Head of Origination.Responsibilies:• Monitor and ensure targets were achieved for all aspects of the process• Liase with internal stakeholders, including other operations teams, Product and IT.• Manage the team operations • Identify, drive and deliver continuous improvement and efficiency enhancements• Manage customer and stakeholder enquiries, complaints and escalations• Identify, respond to and manage business risk.Skills: Management, Staff Development, Time Management, Operations Management, Banking, Loans, Stakeholder Engagement, Coaching, Team Management, Commercial Banking, Financial Services, Relationship Management, Mortgage Lending, Business Analysis

Role Purpose: Manage team of 5 senior analysts who manage the cash replenishment of the non branch CBA and Bankwest ATM machines. Report to: Executive Manager.Responsibilies:• Monitor and ensure targets were achieved for all aspects of ATM cash forecasting and ATM cash supply to SLA and budget• Liase with internal stakeholders, primarily the Retail Banking branch network and Retail Banking process and support teams as well as 3rd party vendors • Coordinate ATM cash supply and clearance for ATM installations and decommissions• Manage the team operations • Identify, drive and deliver continuous improvement and efficiency enhancements• Manage customer and stakeholder enquiries, complaints and escalations• Identify, respond to and manage business risksKey Achievements:• Implemented an ATM Rebank Reduction pilot which reduced the rebank monetary figure from 20% of load to 17% of load• Optimised use of transport budget which contributed to the entire business met budget and high standard of ATM servicing was delivered Skills: Management, Staff Development, Time Management, Operations Management, Banking, Loans, Stakeholder Engagement, Coaching, Team Management, Commercial Banking, Financial Services, Relationship Management, Mortgage Lending, Business Analysis

Sydney Olympic Park Nsw

Role Purpose: Manage 15 client service representatives across 4 states to provide superior banking services to top tier business and government customers. Reported to: Executive Manager.Responsibilities:• Partner with Institutional Banking Implementations to on board new to Bank customers, discussing requirements and ensuring a smooth transition• Partner with Account Managers to execute tailored solutions for our customers• Liase directly with representatives from customers• Manage the operations of the • Apply prudent risk management techniques by identifying and responding to business risks• Complete client on site visits with Account ManagersKey Achievements:• Transformed 4 remote client service state based teams into 1 national client centred team• Managed 2 teams servicing multiple industry groups with Institutional Banking • Developed strong relationships with both the IB Account Managers and customers • Completed client on site visitations with Account Managers• Removed the additional step of including the Account Managers in the process resulting in a more efficient process for the customer through close customer contact strategies• Created a cross training schedule which ensured that all activities undertaken by the team had adequate coverage at all times Skills: Management, Staff Development, Time Management, Operations Management, Banking, Loans, Stakeholder Engagement, Coaching, Team Management, Commercial Banking, Financial Services, Relationship Management, Mortgage Lending, Business Analysis

Parramatta Nsw

Role Purpose: Manage a team of 36 client service representatives, across NSW and WA, who verified the financial information for up to 1500 personal loan applications electronically per day. Reported to Executive Manager.Responsibilities:• Manage/deliver activities in comprehensive stakeholder engagement program achieving predominantly positive commentary in internal survey• Cross training targets to be met with evidenced discussions held on a regular basis.• Management productivity target with 5% productivity improvement required over financial year• Control risk issues/incidents to target, with no write offs.• Manage the operations Key Achievements:• Received the annual team Leading Lights Award in 2012 for consistent high performance and superior customer and stakeholder feedback• Actively managed and implemented the team’s performance improvement which resulted in CEO award nomination in 2012 • Increased the referral rate from 20% to 75% by ensuring that the level of service provided met and exceeded customer expectations at all times• Developed processes that allowed the team to triple the volume processed while only doubling staff numbers by including reducing non value add activities • Established a visitation program which improved inter team relations as well improving quality of applications being lodged• Reduced the WIP and turnaround time for online personal loans from an average turnaround of 7 days to less than 2 daysSkills: Management, Staff Development, Time Management, Operations Management, Banking, Loans, Stakeholder Engagement, Coaching, Team Management, Commercial Banking, Financial Services, Relationship Management, Mortgage Lending, Business Analysis

Sydney Area, Australia And Parramatta

Role Purpose: Manage a team of 15 people responsible for the establishment and maintenance of all Bank Guarantees and Commercial Discharge Settlements nationally. Reported directly to Executive Manager.Responsibilities:• Identify, drive and deliver continuous improvement and efficiency enhancements in customer service, system and process• Apply prudent risk management techniques by identifying and responding to business risks• Meet and exceed turnaround time targets• Create and maintain skills matrix and development plans for all team members• Establish and maintain strong relationships with 2 diverse sets of internal stakeholders• Ensure that team budget is adhered to, controlling overall spend• Controlling reconciliation of suspense accountsKey Achievements:• Manager of the Bank Guarantees and Commercial Discharges which was awarded the prestigious annual 2008/2009 Best Medium Team ICSM award for achieving the highest customer feedback rating for an entire financial year • Managed and implemented the team’s performance improvement which resulted in CEO award nomination Bank Guarantees and Commercial Discharges in 2008 • Delivered process improvements to achieve a reduction of 4 staff at a time of volume growth• Reduced the WIP and turnaround time for Commercial Discharges from a 4 day turnaround to less than 2 days• Instigated process changes in Commercial Discharges that allowed us to have end to end control of property releases, thus cutting out the use of Mortgage Services and optimising the process • Effectively managed two teams that had totally unrelated processes and requirementsSkills: Management, Staff Development, Time Management, Operations Management, Banking, Loans, Stakeholder Engagement, Coaching, Team Management, Commercial Banking, Financial Services, Relationship Management, Mortgage Lending, Business Analysis

Sydney Area, Australia And Parramatta

Skills: Management, Staff Development, Time Management, Operations Management, Banking, Loans, Stakeholder Engagement, Coaching, Team Management, Commercial Banking, Financial Services, Relationship Management, Mortgage Lending, Business Analysis

Diploma Of Human Resource Management

Diploma Of Business