Aprilla Moore
Greenmount,QLD
Summary
Organised Financial Services Leader experienced in managing teams and business operations to drive client outcomes. Delivered streamlined processes and maintained high-performing environments through effective stakeholder management and workflow optimisation. Focused on enhancing operational efficiency and fostering collaboration within growing teams.
Overview
17
17
years of professional experience
Work History
Retail Bank Manager
NAB
Toowoomba/Warwick, Australia
07.2021 - Current
- Lead a high‑performing team, providing coaching, performance management and operational oversight.
- Coordinated daily branch operations, ensuring efficient workflow, effective scheduling, compliance checks, and resource planning.
- Improve customer satisfaction by 10% in 12 weeks through targeted service and process enhancements.
- Analyse branch performance metrics to identify trends, cost drivers and opportunities for operational improvement.
- Provided insights and reporting to senior leaders, enhancing business planning and stakeholder engagement.
- Reviewed workflows, identifying bottlenecks and implementing solutions to streamline processes and enhance staff productivity.
- Ensure compliance with regulatory and organisational requirements through regular audit checks and risk monitoring.
- Lead cross‑department collaboration to deliver operational outcomes.
- Provide coaching and technical support to staff, improving capability in digital tools and reporting systems.
Home Loan Manager
Suncorp/BoQ/NAB
Brisbane/Rockhampton/Bundaberg, Australia
01.2010 - 07.2021
- Delivered accurate assessments of complex customer scenarios, ensuring compliance with policy and legislation.
- Managed high-volume enquiries with a focus on precise documentation, data accuracy, and regulatory compliance.
- Monitored risk and assurance requirements, identifying non-compliance and implementing corrective actions.
- Cultivated internal and external stakeholder relationships to improve service delivery and foster community engagement.
- Interpreted customer and operational data to inform business planning and enhance productivity.
- Provided relief leadership for the Branch Manager, including reporting, coaching, and operational oversight.
Education
Cert IV Professional Banking Fundamentals -
FINSIA
12-2023
Tier 2 Compliance Solution -
KAPLAN
12-2016
Commissioner for Declarations -
QLD Justice of the Peace Branch
12-2013
Skills
Operations management
- Operational Excellence & Process Improvement
- Workflow optimization
- KPI monitoring
Business analysis
- Data validation
- Report preparation
- Compliance strengthening
CRM systems (WFM, eCRM)
- Excel (advanced: pivot tables, formulas, data cleaning, reporting)
- SharePoint & Microsoft Office Suite
- Practice & People Management
- Staff development
- Stakeholder Relationship Management
- Team collaboration
- Relationship building
Clear communication
- Expectation management
- Service coordination
- Technical Skills
Timeline
Retail Bank Manager
NAB
07.2021 - Current
Home Loan Manager
Suncorp/BoQ/NAB
01.2010 - 07.2021
Cert IV Professional Banking Fundamentals -
FINSIA
Tier 2 Compliance Solution -
KAPLAN
Commissioner for Declarations -
QLD Justice of the Peace Branch