Adrian Epifano
Vermont,VIC
Summary
Highly engaged and approachable leader who is a motivated employee with a desire to really face into accountability and owning customer and stakeholder concerns and issues. An exceptionally strong worth ethic and adaptable with the ability to showcase a high degree of interpersonal skills. Adept at working unsupervised and quickly able to master new skills. Skilled in working under extremely high pressure environments and adapting to new situations. Hardworking employee with customer service, multitasking and time management abilities. Devoted to giving every customer a positive and memorable experience. Committed job seeker with a history of meeting company and industry needs. Dedicated father and Husband who is actively involved in helping the community prosper.
Overview
16
16
years of professional experience
Work History
Head Of, Fraud & Scam Operations
National Australia Bank (NAB)
Melbourne, Victoria
03.2008 - Current
- Lead operational team (~380 FTE) to performance and service level targets across cost, customer, colleague and risk.
- Manage non-lending financial loss to defined risk appetite (~$50m).
- Manage operational budget to defined financial targets (~$40-45m).
- Manage and deliver change budget (YoY ~$12-20m).
- Deliver and promoted an optimal service for customers and colleagues who are victims of fraud and scams (including advocacy via Net Promoter Score rating to +60).
- Develop and progress leaders of the future via formal accreditation pathways and mentorship.
- Worked successfully with diverse group of coworkers to accomplish goals and address issues related to our products and services.
- Recognized by management and industry for providing exceptional customer service.
Manager, Design (Financial Crime Solutions)
National Australia Bank (NAB)
Melbourne, VIC
10.2015 - 01.2017
- Establish and commercialise anti-crime strategies across the financial crime landscape, mainly focussed on money laundering and counter terrorism funding.
- Drive maturity of senior stakeholders’ anti-crime appetite within Enterprise functions and across customer service propositions to deliver and fund control and process uplifts and improvements.
- Assess Enterprise Initiatives for impact to servicing and anti-crime strategies and controls.
- Understand and strategically interpret criminal environments and utilising intelligence sourced from a number of inputs, synthesise the threat and recommend improvements for NABs financial crime control environment.
- Analyzed customer feedback data to develop action plans for improving services offered.
- Managed vendor relationships by negotiating contracts and ensuring timely delivery of goods and services.
Manager, Management Assurance & Digital Risk
National Australia Bank (NAB)
Melbourne, VIC
10.2013 - 01.2015
- Manage and minimise all forms of unacceptable risk.
- Enable professional and consistent approach to achieving business objectives throughout the organisation.
- Identification, recording, management and reporting of risk and monitor the efficiency of the systems and their application.
- Provide a consultancy and education service to all divisions/units in risk management to enable them to identify risk and successfully implement programs to manage unacceptable risk.
- Coach & advise business on the application of the effective use of operational risk and compliance management framework to evaluate risks in order to achieve business outcomes.
- Engage stakeholders to implement & improve business activities through use/integration of the risk & compliance framework.
- Created monthly reports for senior management summarising operational performance metrics.
Education
External Media Training - Media
01.2023
Distinctive Leadership Program (DLP) - Organisational Leadership
01.2022
AOM Senior Leader accreditation - Senior Operations Managemetnt
01.2022
Executive Ready – Insight Centre Program - Executive Leadership
01.2019
Diploma of Leadership & Management - Organisational Leadership
01.2018
AOM Leader Accreditation - Operational Management
01.2018
Diploma of Business Risk Management - Risk Management
01.2010
Double Degree – Bachelor of Business / Bachelor of Information Systems - Business / Information Systems
01.2005
Victorian Certificate of Education (VCE) - High School
12-1999
Skills
- Leadership
- Business and operations expert including contact centre management
- Teamwork and collaboration
- Attention to detail
- Analytical thinking
- Networking and excellent communication
- Customer service
- Process and continuous improvement
- Performance and success monitoring and reporting
- P&L management
- Risk management
- Strategic planning
- High-pressure environments
- MS Office
- Khoros chat agent / virtual assistant
- SQL Server including SQL as a language and JavaScript Visual Basic
- Enterprise workforce management (eWFM)
- Six Thinking Hats / 80-20 Principal of thought / 5 why's problem analysis
- Active Operational Management (AOM) / Leadership & Management Workware
Voluntary Associations And Industry Forums
- Australian Financial Crimes Exchange (AFCX) Senior Leader membership
- Economic Crime Forum (ECF) Senior Leader membership
- Biocatch Innovation committee
- Nunawading Spectres and Vermont Vultures Coach and club committee member
Affiliations
- I volunteer my time to Coach a local basketball team and also am involved with our local basketball and football committees.
- Very active and trusted member of my children's school community.
References
References available upon request.
Timeline
Manager, Design (Financial Crime Solutions) - National Australia Bank (NAB)
10.2015 - 01.2017
Manager, Management Assurance & Digital Risk - National Australia Bank (NAB)
10.2013 - 01.2015
Head Of, Fraud & Scam Operations - National Australia Bank (NAB)
03.2008 - Current
NAB - External Media Training, Media
NAB - Distinctive Leadership Program (DLP), Organisational Leadership
Active Operations Management - AOM Senior Leader accreditation, Senior Operations Managemetnt
Korn Ferry - Executive Ready – Insight Centre Program, Executive Leadership
Swinburne University - Diploma of Leadership & Management, Organisational Leadership
Active Operations Management - AOM Leader Accreditation, Operational Management
Melbourne University - Diploma of Business Risk Management, Risk Management
Swinburne University - Double Degree – Bachelor of Business / Bachelor of Information Systems, Business / Information Systems
Emmaus College - Victorian Certificate of Education (VCE), High School
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