Bronwyn Thorpe
Penrith,NSW
Summary
Dynamic professional with extensive experience at Commonwealth Bank of Australia, excelling in bank guarantees and quality assurance. Proven track record in process improvement and compliance, adept at managing audits and training teams. Strong communicator and problem-solver, dedicated to enhancing client outcomes while maintaining operational excellence.
Overview
11
11
years of professional experience
Work History
Manager Bank Guarantees
Commonwealth Bank of Australia, CBA
02.2021 - 05.2025
- Oversaw the end-to-end management of bank guarantees, including issuance, amendments, cancellations, and renewals
- Acted as a key point of contact for internal teams and external stakeholders, ensuring all guarantee-related transactions were processed accurately and within required timeframes
- Provided guidance on bank guarantee policies and procedures, ensuring compliance with regulatory requirements and internal standards
- Supported external audits and regulatory reviews, including ASIC and PwC audits, by preparing documentation, responding to queries, and ensuring transparency of processes
- Monitored operational risk and implemented controls to maintain compliance and mitigate potential issues
- Managed multiple workstreams, balancing daily operations with continuous improvement initiatives
- Trained and supported staff on guarantee procedures, systems, and risk requirements, helping build knowledge across the team
- Led the handling of escalations and complex cases, resolving issues efficiently while maintaining a strong focus on customer outcomes
- Worked closely with product, compliance, legal, and risk teams to stay aligned on policy changes and updates
Quality Assurance Manager
Commonwealth Bank of Australia, CBA
11.2019 - 02.2021
- Led quality assurance for business banking teams, ensuring high standards across customer interactions and processes
- Reviewed calls, emails, and workflows to assess compliance, accuracy, and overall service quality
- Provided detailed feedback and coaching to frontline staff to support their development and performance
- Identified trends and areas for improvement, working with leaders to implement changes and training
- Collaborated with internal stakeholders to ensure QA standards aligned with bank policies, procedures, and regulatory requirements
- Managed reporting and insights to highlight risks, support audits, and drive continuous improvement
- Helped shape a strong quality and compliance culture by being approachable, supportive, and focused on doing things right
Business Banking Contact Centre
Commonwealth Bank of Australia, CBA
11.2018 - 11.2019
- Led a contact centre team supporting business banking clients with a wide range of enquiries
- Managed daily operations, team performance, and KPIs to ensure excellent service delivery
- Handled escalations and complex client issues, always aiming for quick and effective resolution
- Coached and developed team members through training, support, and regular performance feedback
- Oversaw multiple workflows and maintained strong communication across internal departments
- Ensured all processes complied with bank policies, procedures, and regulatory standards
- Drove continuous improvement by identifying opportunities to streamline operations and enhance customer experience
- Built a positive team culture focused on collaboration, accountability, and client outcomes
Business Product Knowledge Associate
Commonwealth Bank of Australia, CBA
10.2016 - 11.2018
- Managed a high volume of internal product enquiries, providing clear and accurate information to frontline teams
- Responded to phone calls and multiple inboxes, supporting staff across different business banking areas
- Interpreted and explained policies and procedures to help teams deliver the right outcomes for clients
- Worked closely with internal stakeholders to solve problems quickly and effectively
- Stayed up to date with product updates, system changes, and compliance requirements
- Prioritised tasks in a fast-paced environment while maintaining attention to detail
- Built strong working relationships across the business by being approachable, helpful, and solutions-focused
Business Banking Associate
Commonwealth Bank of Australia, CBA
02.2014 - 09.2016
- Supported Relationship Managers with day-to-day client needs, helping to manage a portfolio of business banking clients
- Assisted with preparing and processing loan applications, credit submissions, and general account maintenance
- Acted as a key point of contact for clients, helping resolve queries quickly and professionally
- Worked closely with different teams across the bank to make sure clients received the right products and services
- Helped identify opportunities to improve client experience and supported business growth
- Stayed on top of compliance, risk, and policy requirements to ensure everything was handled correctly
- Managed workloads and priorities in a fast-paced environment, always aiming to deliver high-quality service
- Built great relationships with clients and internal stakeholders by being responsive, organised, and solutions-focused
Education
High School Diploma -
Jamison High School
Penrith11-2009
Skills
- Strong administrative background with experience managing inboxes, phone enquiries, and document handling
- Highly organised and able to manage multiple tasks and priorities in a fast-paced environment
- Confident with internal systems, data entry, and maintaining accurate records
- Great attention to detail, especially when working with policies, procedures, and compliance requirements
- Experienced in supporting audits (including ASIC and PwC), preparing documentation, and ensuring accuracy
- Strong written and verbal communication skills – clear, professional, and people-focused
- Comfortable working independently or as part of a team, always aiming to get things done efficiently
- Skilled at process improvement and helping teams work smarter, not harder
- Confident supporting managers and teams with scheduling, reporting, and general admin support
- Friendly, approachable, and solutions-focused – always happy to help and keep things running smoothly
Timeline
Manager Bank Guarantees
Commonwealth Bank of Australia, CBA
02.2021 - 05.2025
Quality Assurance Manager
Commonwealth Bank of Australia, CBA
11.2019 - 02.2021
Business Banking Contact Centre
Commonwealth Bank of Australia, CBA
11.2018 - 11.2019
Business Product Knowledge Associate
Commonwealth Bank of Australia, CBA
10.2016 - 11.2018
Business Banking Associate
Commonwealth Bank of Australia, CBA
02.2014 - 09.2016
High School Diploma -
Jamison High School
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