Dan Appleby
Rutherford,NSW
Summary
Results-driven leader with experience in quality service delivery, skilled in coaching and developing high-performing teams, optimising standard operating procedures, and driving continuous improvement initiatives. Committed to enhancing operational efficiency, ensuring customer satisfaction, and aligning service outcomes with financial and risk management goals.
Overview
36
36
years of professional experience
Work History
Team Leader
Westpac
10.2024 - Current
- Creating and lead a new team of Specialists from various backgrounds, training and coaching them into highly a productive team, by encouraging them to speak up and be bold in our discussions, challenge the status-quo and keep asking ‘why are we doing it like this’ to help streamline and drive continuous improvement in our systems and processes.
- Set performance expectations for the team, monitoring progress towards goals and providing constructive feedback as needed.
- Empowered team members by delegating responsibilities according to individual strengths and areas of expertise.
- Fostered positive work environment, resulting in decreased employee turnover and increased team cohesion.
- Consistently receiving feedback from other Regional General Managers in Commercial, regarding the high level of service they have been provided by my team.
- Created and maintained 73 SOPs and 81 “How-To” guides.
- Established a one-stop-shop for information via Microsoft OneNote.
Concierge
Westpac
03.2020 - 09.2024
- Analysing requests and ensuring they are triaged to the correct queues and ensuring accuracy of the data.
- Extensive training of all new team members.
- Establishment and updating of the Microsoft OneNote specifically for Concierge team members.
- Production of reporting and supplying to RGM's.
- Regular discussions with bankers relating any existing or previous requests they urgently needed assistance with.
- Day-to-day queue management.
Relationship Banker/Service Excellence Specialist
Westpac
07.2011 - 03.2020
- Following the Customer First framework in every customer interaction.
- Being curious and exploring customers needs to deepen their relationship with the Bank.
- Adding value through providing digital solutions to ensure customers are digitally active and they understand services which can be self-fulfilled.
- Improved customer satisfaction rates through proactive problem-solving and efficient complaint resolution.
- Implemented new training programs for staff.
- Strengthened client relationships by providing personalised banking solutions and excellent customer service.
- Resolved customer complaints and disputes to maintain satisfaction and loyalty.
- Fostered a positive working environment by actively participating in team meetings and supporting colleagues in their professional development.
Transactional Business & Invoice Finance Manager
Westpac
02.2008 - 07.2011
- Sale and implementation of Invoice Finance, to assist the cash flow of our business customers.
- Daily interaction with all bankers in my region, to assist their customers, providing the latest receivable and payable solutions.
- Covered a large region from the Central Coast to Coffs Harbour NSW
- Analyzed market trends to advise on potential investment opportunities, aligning with long-term strategic goals.
- Conducted comprehensive risk assessments to safeguard assets and ensure regulatory compliance.
- Analyzed business processes to identify cost savings and operational efficiencies.
Home Finance Manager
Westpac
03.2007 - 02.2008
- Increased loan application approvals by developing strong relationships with our branch staff and customers.
- Conducted regular audits of loan files, ensuring compliance with federal regulations and minimizing institutional liability.
- Presented various home financing options to customers, tailoring solutions based on individual needs and financial goals.
- Leveraged advanced knowledge of industry trends to stay ahead of competitors'' offerings and maintain a competitive edge.
- Built rapport with clients through excellent communication skills, resulting in increased referrals and repeated business opportunities.
Bank Manager & Senior Lending Manager
St George Bank
05.2003 - 03.2007
- Managed 14 branch staff and 2 Lenders over 2 branches.
- Coached and mentored staff to improve job performance, resulting in higher productivity and employee retention.
- Lead efforts for branch growth, successfully achieving targeted loan portfolio expansion while maintaining credit quality.
- Conducted regular audits to ensure adherence to regulatory requirements, maintaining a strong control environment.
- Developed strong relationships with key stakeholders, fostering trust and collaboration between departments.
Lending Manager
MES Smarter Mortgage Services
05.2001 - 05.2003
Branch Manager
Encompass Credit Union
06.1998 - 05.2001
Lending Manager
Citibank
01.1997 - 01.1998
Lending Manager
Power Credit Union Parramatta
01.1993 - 01.1998
Telecommunications Officer
Reserve Bank of Australia, Sydney
01.1990 - 01.1993
Education
Diploma of Business -
Five Star Training
Central Coast, NSW01.2013
Certificate IV - Financial Services
Deakin Prime
Melbourne, VIC01.2013
Business Administration & Accounting
TAFE
Maitland, NSW01.1989
Higher School Certificate - undefined
Cessnock High School
01.1988
Skills
- SOP Creation and Development
- Team Leadership & Coaching
- Performance Monitoring
- Customer Satisfaction
- Risk Management
- Cross-functional Collaboration
- Attention to detail
- Coaching and mentoring
- Effective communication
- Documentation and reporting
- Daily workflow improvement
- Staff education and training
Timeline
Team Leader
Westpac
10.2024 - Current
Concierge
Westpac
03.2020 - 09.2024
Relationship Banker/Service Excellence Specialist
Westpac
07.2011 - 03.2020
Transactional Business & Invoice Finance Manager
Westpac
02.2008 - 07.2011
Home Finance Manager
Westpac
03.2007 - 02.2008
Bank Manager & Senior Lending Manager
St George Bank
05.2003 - 03.2007
Lending Manager
MES Smarter Mortgage Services
05.2001 - 05.2003
Branch Manager
Encompass Credit Union
06.1998 - 05.2001
Lending Manager
Citibank
01.1997 - 01.1998
Lending Manager
Power Credit Union Parramatta
01.1993 - 01.1998
Telecommunications Officer
Reserve Bank of Australia, Sydney
01.1990 - 01.1993
Certificate IV - Financial Services
Deakin Prime
Business Administration & Accounting
TAFE
Higher School Certificate - undefined
Cessnock High School
Diploma of Business -
Five Star Training
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