Leading an energetic and proactive team who strive to make outstanding impressions on our internal and external customers by providing them with friendly, personal and efficient service. My role as the Team Leader is to provide immediate leadership, supervision and coaching/guidance for my team to ensure Service Level Agreements are met and accurate work is produced.Work Involvement:  Assisting the Service operations Manager to analyse team work performance, utilising standardised systems and reports Applying management practices in line with Service Operations minimum standards and practices Coordinating the processing of transactions and activities within agreed turnaround time and accuracy targets Monitoring, contributing to and/or completing processing activities Supporting your Manager to identify, drive and deliver continuous improvement and efficiency enhancements in customer service, systems and processes Coaching, motivating and rewarding my team through the provision of subject matter expertise, observation and feedback Providing superior levels of internal and external customer service by responding to and managing customer and stakeholder enquiries, complaints / escalations and issues Assisting with processing using available systems, procedures and policies Undertaking performance quality monitoring and compliance checks of Team Members and provide coaching and guidance Applying prudent risk management techniques by identifying and responding to business risks Holding regular 1 on 1 performance and development discussions with my direct reports Monitoring & managing operational plans & units costs to achieve operational plans Ensuring the Sales and Service focus and expectations are driven, delivered and understood by my Team Members on a day to day basis

 Consult, Engage & Partner with key stakeholders in scoping, preparing, managing and reinforcing change across the business.  Process Mapping End to End Management of the Change Management Process Understanding and documenting Business Requirements Management of streams of work within multiple projects Completing Change Initiative, Business Requirements, Business Impact Assessment and Post Implementation Documents. Implementation Change and Mediating resulting issues

 Resource Allocation & Portfolio Management  Escalation Calls Sensitive Matter Cases Liaising with CBA Lawyers, third party vendors (APRA, TRUSTEES & Field Call Agents) Superior Customer Service Advanced Home Loan Remediation and Support Legal Administration Internal and External (NCC & CCC) Compliance Reporting Team Management and Training Conflict Resolution System and Call Audits Analysis of Performance Metrics and provide insight for development

 Outbound/Inbound Calls with clients, CBA Lawyers, third party vendors (APRA, TRUSTEES & Field Call Agents) Superior Customer Service Advanced Home Loan Remediation and Support Legal Administration Deceased Estates

 Outbound/Inbound Calls with clients Superior Customer Service Personal Loans, Home Loans, Credit Cards & Overdrawn Personal Accounts Collections & Support Special IIA Project Legal Admin Support