Anna Pola
Melbourne,VIC
Summary
A deeply committed professional advisor, delivering actionable insights and fostering collaborative environments. Extensive experience in strategic planning and conflict resolution ensures impactful contributions to team success. Known for adaptability and a results-driven approach, excelling in problem-solving and relationship management.
Overview
8
8
years of professional experience
Work History
HR People Advisor
AIA Australia
Melbourne, VIC
05.2024 - Current
- Responsible for the coordination of workflow within the People Advisory and People & Culture business processes including employee case management.
- Utilised advanced Workday management to track employee interactions efficiently while maintaining detailed records of their individual inquiries.
- Developed strong relationships with People Leaders and employees through regular communication and excellent customer service.
- Navigated complex regulatory requirements to ensure compliance in all advisory activities including Misconduct and Performance Management.
- Collaborated with cross-functional teams including Work Safety and Wellbeing Managers to establish a fair outcome on individual employee needs.
- Delivered supportive and knowledgeable counselling to students with workplace or personal concerns.
- Participated in ongoing professional development opportunities to stay current with industry trends and best practices.
Risk & Compliance Specialist
AIA Australia
Melbourne, VIC
07.2020 - 05.2024
- Reduced instances of non-compliance through meticulous monitoring of internal controls and periodic audits.
- Evaluated existing policies regularly, identifying areas for improvement and recommending revisions as needed.
- Provided expert guidance to colleagues on matters related to regulatory compliance, solidifying company-wide understanding of requirements.
- Served as subject matter expert by advising staff and customers and working directly with external agencies throughout audits or to remedy compliance issues.
- Streamlined regulatory processes for improved efficiency and reduced errors, leading to better overall compliance.
- Conducted thorough risk assessments to identify potential areas of non-compliance and recommended corrective actions.
Quality Assurance & Compliance Officer
AIA Australia
Melbourne, VIC
01.2019 - 07.2020
- Enhanced regulatory compliance by developing and implementing comprehensive policies and procedures.
- Management of the complaints business unit (including close correspondence with the Private Health Insurance Ombudsman), reporting and liaison with all business units involved in the root-cause of a complaint
- Strong focus on continuous improvement of both QA processes/deliverables whilst providing recommendations for improvement within the operations team
- Providing performance-based recommendations to agents as a result of intrinsic data analysis call reviews on a monthly basis
- Promoted a culture of continuous improvement through ongoing evaluation and refinement of compliance program elements.
- Collaborated with cross-functional teams to address compliance concerns, fostering a culture of shared responsibility.
Member Services Team Leader
AIA Australia
01.2017 - 01.2019
- Managing and leading a team of 12+ people to coordinate and deliver monthly functions within a contact centre environment
- Engage in weekly 1:1s and team meetings, focusing on deliverables along with a strong focus on personal and career development opportunities
- Managed conflict resolution among team members, fostering a positive and collaborative work environment.
- Maintained an inclusive and diverse team culture, promoting respect and understanding among all members.
- Developed team members'' skills through targeted coaching sessions, resulting in improved individual performance.
- Enhanced team productivity by implementing efficient work processes and regularly reviewing performance metrics.
- Increased customer satisfaction ratings by closely monitoring service quality standards and addressing any issues promptly.
Education
Diploma of Counselling -
Jansen Newman Institute
01.2017
Credentialed Practitioner of Life Coaching -
The Coaching Institute
01.2016
Bachelor of Communications -
Swinburne University of Technology - Incomplete
01.2015
Skills
- Analytical thinking
- Time management
- Critical thinking
- Written communication
- Relationship building
- Strategic planning
- Problem-solving
- Conflict resolution
Personality Type
INFJ
INFJ’s are creative solvers of people problems with a strong sense of personal integrity and a drive to help others realise their potential. Creative and dedicated, they bring innovative ideas for fostering human potential and talent for helping others with original solutions. They are usually perceptive in observing the talents of others, and are good at encouraging teammates to contribute their skills.
Timeline
HR People Advisor
AIA Australia
05.2024 - Current
Risk & Compliance Specialist
AIA Australia
07.2020 - 05.2024
Quality Assurance & Compliance Officer
AIA Australia
01.2019 - 07.2020
Member Services Team Leader
AIA Australia
01.2017 - 01.2019
Diploma of Counselling -
Jansen Newman Institute
Credentialed Practitioner of Life Coaching -
The Coaching Institute
Bachelor of Communications -
Swinburne University of Technology - Incomplete
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