Erin Murphy

• Workshop Facilitation - Delivered seven distinct capability workshops across lending, onboarding, customer service, and compliance, consistently achieving high participant satisfaction scores.
• Operational Efficiency - Strategically scheduled seven distinct workshops annually across multiple time zones, ensuring consistent access to capability development for thousands of employees nationwide.
• Content Maintenance & Policy Alignment - Proactively reviewed and updated training materials to reflect the latest policy, procedure, and regulatory changes—ensuring accuracy and compliance.
• Stakeholder Collaboration - Partnered with compliance, product, and design teams to align workshop content with business priorities and system updates.
• Change Enablement - Supported adoption of new systems and processes by delivering targeted capability solutions and acting as a subject matter expert on transition projects.
• Feedback-Driven Improvement Analysed participant feedback to refine delivery methods, improve clarity, and enhance learning outcomes.
• Risk & Compliance Awareness Embedded responsible lending principles, AML/CTF standards, and mandatory learning requirements into all training programs.
• Empathetic Communication Known for creating a supportive learning environment through clear, approachable communication and a collaborative facilitation style.

• Branch Operation Management - Skillled overseeing of daily banking operations, ensuring compliance with regulatory standards and internal policies.
• Team Leadership and Development - Experienced in leading, coaching, and mentoring staff to achieve performance targets and foster career growth.
• Sales & Business Development -Analyzed financial reports to identify trends, providing strategic insights for branch growth initiatives.
• Risk & Compliance Oversight Knowledgeable in banking regulations, AML/CTF requirements, and audit procedures; ensures disciplined execution and risk mitigation, including high levels of cash management processes, optimizing accuracy in transactions, identifying and minimising discrepancies.
• Conflict Resolution & Problem Solving Skilled in handling escalations with professionalism and empathy, ensuring timely and effective resolution.
• Process Improvement & Efficiency Committed to streamlining workflows, reducing operational bottlenecks, and enhancing customer and staff experience.
• Collaboration - Liaising with other branch managers and upper management on strategic planning, aligning branch objectives with corporate vision.
• Business Development - Led efforts for branch growth, successfully achieving targeted loan portfolio expansion while maintaining credit quality and customer retention.
• Balancing Lending Terms with Risk Appetite - Negotiated favourable terms on lending agreements with clients while balancing risk exposure for the bank.

• Customer Experience Excellence - Delivered personalised service and support across a wide range of banking products, consistently enhancing customer satisfaction and loyalty.
• System Proficiency - Utilised CRM software to track customer interactions and streamline communication processes.
• Problem Resolution & Empathy - Skilled in managing complex customer enquiries and complaints with professionalism, empathy, and timely follow-through in issue resolution enhancing customer satisfaction.
• Non-Individual Entity Onboarding & Compliance – Led the end-to-end onboarding process for all non-individual customers, ensuring strict adherence to AML/CTF obligations and regulatory requirements while maintaining accuracy, efficiency, and a seemless client experience.
• Coaching - New and junior staff on best practices for relationship report building techniques, utilising all banking systems, contributing significantly to positive team dynamics.
• Loans Maintenance & Credit Support - Liaising with Branch Lending Specialist to complete all loan maintenance. Conducting conversations to process credit Card Application.
• Performance & KPI Achievement - Consistently met and exceeded sales targets by understanding customer needs and offering tailored solutions.

• Retail Operations Management Oversaw daily store functions including opening/closing procedures, inventory control, merchandising, and staff supervision.
• Team Leadership & Development - Designed and implemented staff training programs, improving team efficiency and product knowledge to ensure sales targets were consistency exceeded and motivating upselling techniques
• Loss Prevention & Compliance - Oversaw inventory management processes, ensuring optimal stock levels and minimizing shrinkage by maintaining store security protocols
• Weekly Store Layout Review - Analysed sales data to identify trends, adjusting merchandising strategies accordingly for increased revenue.

• Team Leadership - Managed a team of 17 full and part-time sales associates, providing coaching , performance feedback, and daily support to drive sales, maintaining operational standards while ensuring a positive team culture.
• Workforce Planning & Cost Control - Creating efficient rosters that ensured optimal floor coverage while controlling labour costs and aligning with budget constraints.
• POS & Retail Systems Proficiency - Skilled in using point-of-sale systems, inventory software, and reporting tools to manage transactions and analyse performance.
• Visual Merchandising & Brand Presentation Executed monthly floor sets ups and promotional displays to reflect brand identity and drive foot traffic.
• Staff Performance Evaluation & Coaching – Conducted regular performance reviews to assess individual contributions, provide constructive feedback, and implement tailored development plans that enhanced team productivity, ensuring compliance with company policies.
• Store Operations - Streamlined store operations through the implementation of efficient scheduling systems, task delegation, and performance monitoring.

Team Leadership and Development - Led team of sales associates to enhance customer service and improve store performance. Developed staff training programs to increase product knowledge and sales techniques.

Loss Prevention & Compliance - Maintained store security protocols and ensured adherence to company policies, health and safety standards, and retail regulations.

Roster Planning & Scheduling - Created efficient staff rosters to align with peak trading hours and ensure optimal coverage.

POS & Retail Systems Proficiency Skilled in using point-of-sale systems, inventory software, and reporting tools to manage transactions and analyse performance.

Team Motivation & Performance Management – Inspired and coached team members to consistently meet and exceed sales targets and KPIs through goal-setting, recognition programs, and tailored support strategies that fostered accountability and high morale.