Graceville, Queensland, Australia
A manager with a wide range of experience across the investment banking, retail banking and finance industry. Extensive call centre experience, including the management of a large, sales-based call centre. First-class analytical and problem solving skills. Works well under pressure and excels at achieving targets and deadlines. Excellent interpersonal and communication skills allow the development of strong relationships with colleagues and clients alike. Proven leadership skills excelling in managing, developing and motivating teams to achieve their objectives.
Leading a team of 14 Specialists servicing Suncorp customers across their Lending, Personal Banking and Internet Banking needs.
Managing a team of seventeen people across a number of lending functions primarily concerned with the assessment and approval of home loans received through the Suncorp Branch Lender and Broker network. Products covered include all residential home loan types including Standard Variable, Line of Credit, Fixed Rate and Loan Increases (Add Loans). Reporting directly to the Executive Manager Mortgage Lending Services, I work closely with senior individuals from other business areas on efficiency programs, risk mitigation, client service, budgetary challenges, people programs, various business and project related issues and process improvement initiatives.
Managing a team of thirteen people across a number of valuations functions primarily concerned with the provision of valuations to all Royal Bank of Scotland (RBS) Plc and RBS NV (previously ABN Amro) clients. Products covered include Foreign Exchange, FX Options, Credit Derivatives, Interest Rate Derivatives, Equity Derivatives, Structured Notes, Fixed Income products and Money Market Accounts. Reporting directly to the Global Head of Client Valuations, I work closely with senior individuals from other business areas (Sales, Trading, Middle Office, Credit, Documentation, Legal, Finance, Technology) on control programs, risk mitigation, client service, budgetary challenges, people programs, various business and project related issues and process improvement initiatives. Project management and coordination for all Client Valuations projects for RBS. Driving strategic global plans with an emphasis on the Asia Pacific region and providing strategic direction for the core functions of the global Client Valuations Team. Providing sign-off on all regional Client Valuations projects and IT releases and coordinating the testing and prioritisation of new system releases.
Managing a team of twenty-three people across a number of functions providing a full collateral service to all RBS Plc and RBS NV (previously ABN Amro) clients including Collateral Margining, Repo, Projects, Portfolio Investigations, Data Management and Controls. Project management and coordination for all Collateral Management projects in the APAC region. Reporting directly to the Head of Cross Product Operations for Asia Pacific, I worked closely with credit risk teams and senior individuals from other business areas (Sales, Trading, Credit, Documentation, Legal, Finance, Technology) on risk mitigation, budgetary challenges, people programs, various business and project related issues and process improvement initiatives. Promoting revenue generating initiatives including the in-sourcing of collateral functions to both internal and external clients. Driving strategic global plans with an emphasis on the Asia Pacific region and providing strategic direction for the core functions of the global Collateral Management Team. Providing sign-off on all regional Collateral Management projects and IT releases and coordinating the testing and prioritisation of new system releases. Working with direct reports to formulate and document their personal development plans. Developing and managing management information using Key Performance Indicators and Key Reporting Indicators, and providing responses and reporting to Senior Management where necessary.
Managed a team of ten people across London and Singapore. The primary responsibility of the Client Valuations Team is the preparation and distribution of client valuation and audit statements across all over-the-counter (OTC) derivatives products including Foreign Exchange, Interest Rate Derivatives, Foreign Exchange Options, Credit Derivatives and Money Market accounts. Establishing a Client Valuations team in Singapore and coordinating the migration of Client Valuations functions from London to Singapore. Integration of the ABN Amro valuations team into the RBS model including a full review of all systems, procedures and the physical relocation of the ABN Amro team to RBS offices. Coordination of various projects for system upgrades, system development and RBS/ABN Amro integration projects. Responsible for the prioritisation of Valuations IT projects, requirements and developments. Responsible for compilation and communication of daily and monthly Management Information packs. Conducting appraisals & reviews of line members, including formal one-to-one meetings.
Supervision of a team of six Client Valuations Analysts and two Audit Analysts. Responsible for the preparation and distribution of client valuation and audit statements across all Over-The-Counter products including Foreign Exchange, Foreign Exchange Options, Interest Rate Derivatives, Credit Derivatives and Money Market accounts.
Monitoring team workloads and acting as an initial assessment point for a team of seven people to ensure effective and efficient service is provided and agreed service standards are maintained. Achieved record loans processing figures for the Credit Team, both in the number of loans processed and the dollar value of those loans. Analysing credit data and financial statements to determine the degree of risk involved in extending credit or lending money and to ensure acceptability and debt serviceability. Specialising in mortgage lending, but also having regular exposure to commercial lending. Performing searches and enquiries on companies and individuals using a number of different information sources such as Baycorp, RP Data and Citec. Calculating and assessing fees and statutory charges. Listing other security requirements using standard Banking practices, basic lending principles, knowledge of relevant Statutory Acts, consultation with manager/corporate solicitor, knowledge of registry procedures and consumer credit code compliance. Ensuring legislative practices and requirements are followed for the protection of the company’s legal and financial position. Assisting in process improvement and the development of new systems and system change. Developing and maintaining relationships with clients – both internal & external. Recommending decisions on write-offs/ reversals/ refunds/ waivers when outside normal policy.
Managing a Call Centre and Box Office Sales Team consisting of 5 Team Leaders and 48 Customer Service Officers Maintaining good working relationships with event promoters and sponsors. Achieved record pre-event ticket sales for the Brisbane production of Mamma Mia. Regularly exceeding budgetary income targets. Installed procedures which resulted in a reduction of Call Centre and Box Office overtime expenditure to nil. Put Key Performance Indicators, training programs and procedures in place that resulted in reducing average call handling times by over fifteen percent. Maintained regular communications and dealings with the various internal departments of the Queensland Performing Arts Centre and other government bodies. Training and coaching staff - involving the writing and compilation of training packages, preparing lesson plans and delivering training sessions. Ensuring that budgetary targets are met and Senior Management budgetary directives are adhered to. Ensuring that correct procedures are in place for smooth operation of the Call Centre and Box Office, that policy is being upheld and that a discernable audit trail remains in place on all activities. Rostering staff over multiple locations and across call centre and event based positions.