Team Manager and Agility Champion - Chief Operations Office
Commonwealth Bank of Australia
Total years of experience :4 years, 11 Months
Managing day to day operations of team members, ensuring communication pipelines, continuous business improvement implementation and improvements to budget, productivity and service. I also manage the transition to Working with Agile for the Post Settlements and Discharges Business Unit, supporting 14 teams and over 300 staff to improve operating rhythm as the Agility Champion.
Responsibilities:
• Improve the processes of the team to help reduce customer turnaround times and customer experiences
• Improve upon the overall wellbeing of the team and enable more team members to be developed and cross-skilled in a variety of tasks
Key Achievements:
• Reduced the teams overall Customer Backlog by over 70% across all work channels whilst seeing a 15% increase in inflow
• Reduced the team's First Point Complaints from an average of 13 per fortnight to under 2 per month
• Achieved a 14% increase in the Wellbeing score of the team following four consecutive YourVoice Surveys seeing declines
• Since April, the teams sick leave usage has decreased by 42%
• All team members over the course of 2023 have been cross-skilled in an additional two tasks enabling greater prioritization and backlog reductions
Currently work with the Australian Dental Council as a Accreditation Officer to ensure Dental Schools across Australia maintain the requirements for attaining Australian licensing and accreditation for graduates to operate as Dentists.
My role is to ensure patient safety across Australia in regards to dental practices as well as ensure the Accreditation standards of Universities are met, both in Australia and across the Asian and Middle-Eastern region.
Tutoring in Organisational Behaviour (MGMT1011) and Principles of Management (MGMT1002)
Responsibilities:
- Teaching and mentoring students through their studies in the Business School
- Holding consultations with students to help with their queries, concerns and assessments
- Marking assessments and providing constructive feedback to help excel with future tasks
Managing day to day operations of team members, ensuring communication pipelines as well as targets being met
Responsibilities:
- On boarding and training new starters to the project
- Interviewing and screening potential new graduate candidates
- Worked with executive to manage overtime undertakings for the broader Assessments team
Key Achievements:
- Successfully onboarded over 400 Case Assessors over 8 months
- Managed over 170 assessors in their overtime workflow, privileges, reporting and payments
- Thrive Wellbeing Champion
- Black Card Indigenous Cultural Awareness Certified
Analyse and assess the financial history of clients against a framework to decide on and process outcomes
Responsibilities:
- Utilise a variety of internal and external systems to find truth sources and develop correct customer outcomes
- Work with operations teams to successfully align and complete multiple facets of validation simultaneously
- Train and mentor other Assessors new to the program or struggling with the operations and systems
Key Achievements:
- Invited onto the Learning @ CBA, Learning Working Committee to build career development tools within the bank
- Received ‘Commitment’ award nomination for exceeding KPI’s and undertaking management training
- Played an integral part on Australia’s largest ever Financial Remediation project
Coordinate and build strategies for the Student Recruitment undertakings of the faculty in its courses
Responsibilities:
- Liaise with the 10 departments across the Faculty regarding their student recruitment activities and strategies
- Analyse government and market data to find opportunities and gaps in the market to exploit
- Develop executive and government level reporting for degree offerings and strategic undertakings for the Faculty
- Manage 65 Student Ambassadors in their training and day to day operations to successfully interact with future students
Key Achievements:
- Coordinated the development of high school Science and Engineering workshop offerings to aid in recruitment
- Managed the best performing faculty across the university in a declining market
- Successfully managed the offerings of 10 departments at the Universities Open Day
- Developed reporting and strategies leading to the introduction of new degrees and updated services by the University
- Trained new ambassadors in Lead Generation and its importance, leading to a 746% increase in leads gathered year-on-year
- Transformed the Campus Tour offerings to become more personalised for the prospective students, with more convenient timings, personalised location tours, consultations and coffee offerings included
- Delivered considerable cost savings through gaining free marketing spaces at expos across NSW
- Committee Member for Sydney Careers Expo and the Western Sydney Careers Expo