Dalila Khoury

• Managed a team of 7-8 Business Analyst and 1 change manager, who on average would work on 8 projects each.
• Collaborated with cross-functional teams to ensure seamless integration of various project components.
• Increased stakeholder engagement by conducting regular status updates and addressing concerns proactively.
• Ensured timely delivery of critical deliverables by closely monitoring progress against milestones and adjusting plans as necessary.
• Conducted thorough risk assessments to identify potential issues early on, allowing for proactive mitigation strategies to be implemented.
• Tracked project and team member performance regularly to quickly intervene in errors or delays.
• Facilitated clear communication between internal departments, ensuring all parties remained aligned on goals throughout the duration of each project.
• Calculated FTE impacts and sought appropriate funding approvals to negate any impacts to the supported operating teams.
• Supported the operationalisation of change through knowledge management creation, training plans and targeted communication.

Transactional Monitoring

• Managed 15 analyst who completed Enhanced Customer Due Diligence (ECDD) on customers alerted in UMRs.
• Monitored the submission of SMRs within regulatory and bank service levels.
• Oversaw daily operations to ensure high levels of productivity, along with delivery of quality outcomes.
• Administered monthly and annual reviews to direct reports and set clear and measurable goals, action plans and follow-up procedures.
• Drove performance of staff by creating incentives and positive work atmosphere and administering recognition and rewards programs.
• Resolved problems, improved operations and provided exceptional service.
• Orchestrating weekly and monthly plans through operational management
• Developed cohesive operating method and tooling, to enable my peers and senior managers in driving consistency in managing resources across 16 teams in Sydney and Adelaide.
• Worked with peers and senior managers to up skill their operating rhythms within AOM tooling.
• Participated in continuous improvement by generating suggestions, engaging in problem-solving activities to support teamwork.
• Analysed data to identify opportunities for improvement.

Needs Based Conversations

• Managed a team of 10 analysts who conducted conversations with customer to better understand how and why they make certain transactions.
• Managed resources between outbound and inbound call functions.
• Established scheduling and FTE management based of customer trends.
• Developed reporting to establish impacts of successfully conversations which resulted in less reports to AUSTRAC along with more insight to recommend to retain.
• Balancing call metrics such as grade of service, average handle time and speed to answer while maintaining operational service levels.

• Lead multi-function teams consisting of 18 team members who held delegated authority to approve home loan applications submitted by Third Party Lenders.
• Orchestrated weekly and monthly plans through operational management.
• Built working relationships with stakeholders through regular catch ups and communication.
• Driving quality and productivity targets through monthly coaching/1:1 sessions.
• Driving sales quality results to less than 5% error rate to meet our responsible lending requirements.
• Managing resources daily to ensure customer service levels are met and influence time to serve and time to right initiatives
• Management of risk compliance and OH&S
• Lead team engagement and team huddles
• Influenced submission and implementation of continuous improvement ideas.
• Successfully completed People Leader Development Program.

• Lead 2 teams of 6, who carried out different support functions. Workflow- Team who managed and provided daily allocations to the lenders. Management of departments daily service levels across the 4 tiers and working with managers and senior managers to meet daily targets.
• Liaison – Team who managed internal and external stakeholder requests, including complaints management, urgent escalations and application reworks.
• Implemented 5 “Just do it” continuous improvement initiatives that reduced handoffs and assisted in delivering first time right service for our customers.
• Managed state relationships through setting service expectations.
• Analyzed and tracked daily capacity data vs output of the business to deliver on service commitments.
• Led mid-day meetings with managers and senior managers to track variances with our daily service level targets and help to reshuffle resource/ work load of 150 credit assessors.
• Drove connectivity and alignment of goals within both teams through regular team huddles.

• Lead a call centre team which consisted of 15 onshore, and 45 offshore direct reports.
• Leading team members on shore and team leaders offshore towards meeting KPI's
• Up skilled consultants to deliver high quality outcomes and ensure that the customer was at the centre of all decisions made.
• Led a program called 10CSE which embedded operating rhythms that are customer centric.
• Managing customer complaints & phone lines to ensure customer wait time targets are met.
• Managing skillset to ensure that we have the right amount of people available to answer customer enquires.
• Contributed towards top percentile NPS scores.

• Provided 1on1 coaching support for up to 18 people.
• Implemented tailored training and actions to improve individual and team performance.
• Monitored up to 30 calls per month for both onshore and offshore consultants, providing detailed coaching tips.
• Analyze quality results and identify areas of improvement to develop weekly/monthly action plans.
• Create and deliver monthly activities to assist in uplifting team quality results.
• Write, publish & keystroke communications/procedures in SupportPoint.
• Prepare & deliver quality packs to leaders and senior leaders, identify areas of improvements across the business and suggest improvements.
• Supporting new starters during training period.
• Identify & Implement process improvements through hosting regular monthly CI committee meetings.
• Fulfill team manager duties during absence of team manager.

• Servicing calls in relation to the end to end mortgage process.
• Handles enquires from a range of customers types across multiple brands.
• Delivered first call resolution through active listening.
• Offered friendly and efficient service to customers, handled challenging situations with ease.
• Supported my peers as a Subject Matter Expert.