Greater Brisbane Area
A highly enterprising and results oriented Senior Leader with a proven track record in nurturing lifelong, strategic customer relationships and driving operational excellence. A natural leader and advisor, adept at defining and delivering comprehensive onboarding and success programs, resulting in increased product adoption, retention, and measurable revenue growth. Possesses exceptional attention to detail and communication skills, leveraging data analysis to ensure the consistent delivery of a world class customer experience and alignment of services with organisational goals. Seeking to apply expertise as an Operations Manager to champion global clientele.
I manage formal interactions and case submissions with external dispute resolution bodies, including AFCA. I utilise rigorous data reporting and analysis to ensure regulatory compliance and achieve equitable outcomes. Key responsibilities include: -Conflict Mediation: Serving as the primary point of contact for complex disputes and utilizing advanced negotiation skills to resolve friction while maintaining brand integrity. -Compliance & Risk: Ensuring all resolutions adhere to internal policies and external regulatory standards to minimize organizational risk. -Process Improvement: Partnering with team leads to identify the root causes of disputes and implementing preventative measures to reduce recurring issues.
I oversee end-to-end service operations by aligning daily processes with broader organisational goals. My role centers on acting as a strategic advisor to client and broker stakeholders to ensure their needs are prioritised and the customer experience is consistently elevated. I am responsible for driving operational excellence through the implementation of streamlined workflows and the development of robust, data-backed procedures. I lead and mentor high-performing teams, fostering a culture of professional development to ensure the delivery of high-value support initiatives. Furthermore, I oversee the resolution of escalated issues, actively mitigate churn risks, and manage client enablement through the design and delivery of comprehensive onboarding and training programs.
- Gathers and analyzes loan applicants’ financial data to evaluate risk. - Assesses creditworthiness of individuals, companies, and institutions. - Collaborates with other financial experts to approve or deny loans. - Makes recommendations about whether to increase, adjust, extend, or close lines of credit. - Undertakes risk analysis using regional, sector-specific, environmental, and other financial data. - Prepares and presents credit reports. - Completes quality assurance reviews. - Gauges market trends. - Monitors and adheres to collateral compliance covenants. - Ensures that all loans are made in adherence with federal, state, and local financial regulations. - Analyses data to verify information and uncover fraud. - Helps to update and improve credit rating criteria. - Authors documents on credit risk and related financial matters. - Communicates credit decisions and policies to fellow employees and credit applicants. - Undertakes document preparation.
Evaluation of Creditworthiness Operate in compliance with current credit laws/regulations Excellent customer service Inbound/Outbound calling, email correspondence Objection and complaints handling Staff training and assessment review Construction and implementation of new policy and procedures
Build and establish relationships with customers with rapport and trust Creating positive outcomes by negotiating repayment solutions Problem solving and objection handling Investigative work and lead generation Meeting and maintaining KPI’s Making and receiving high volume outbound/inbound calls and email
Cash and cheque handling Poker machine maintenance Abide by the Liquor Licensing, Occupational Health & Safety Act, Discrimination Act, Gaming Commission Acts, Food Safety Act and the Crimes Act Carry out controls in line with AML and CTF regulations Full table service High standards of presentation and customer service Operation of Keno and TAB General cleaning duties as required