Felicity Cunningham
Perth,WA
Summary
Operations leader with proven expertise in change management and process optimization in financial services. Recognized for strong communication, relationship building skills & risk management abilities that drive team performance and enhance customer satisfaction. Consistently delivers initiatives that improve operational efficiency, service quality & customer experience
Overview
40
40
years of professional experience
Work History
Production Manager
National Australia Bank
Perth, Wa
02.2021 - 03.2026
- Collaborated with change team to implement process enhancements, elevating customer and colleague experience.
- Developed case management processes & ideology for document preparation, account opening, security in order, settlement & drawdown teams.
- Partnered with product managers and IT teams to build a new loan processing system, streamlining operations and improving user experience.
- Worked with business managers to optimise processes and eliminate inefficiencies.
- Coordinated with managers and change consultants to establish proactive communication methods with customers, brokers, and bankers.
- Engaged with risk team and managers to ensure effective risk reporting and management across teams.
- Acted as the business representative on major projects, addressing and minimizing impacts to colleagues and customers.
- Led a small team responsible for HR and administrative tasks across consumer fulfillment and servicing operations.
- Worked with offshore third party providers to establish strong relationships that enhanced customer service and ensured adherence to service levels.
- Managed urgent requests and process inquiries as primary contact, ensuring timely responses.
- Member of the Business Unit Recovery Team, dealing with any Business Continuity issues impacting the business. Working with Managers to ensure recovery plans were in place to minimize impacts to customers
- Responsible for recruitment, building an excellent working relationship with HAYS to ensure they understood the business requirements.
- Developed assessment centre recruitment scripts for each role with Consumer Fulfilment & Servicing
- Introduced Credit to the assessment centre philosophy & assisted with development of scripts to aid with recruitment.
Operations Manager
CBA/Bankwest
Perth, WA
02.2016 - 01.2021
- Developed case management system to streamline loan applications, reducing waste, eliminating handoffs & providing Brokers with one point of contact for each loan application.
- Oversaw daily operations of credit validation & verification teams, ensuring compliance with service level agreements.
- Collaborated with team leaders to meet performance targets and improve team productivity.
- Implemented process improvements to enhance operational efficiency and effectiveness.
- Managed recruitment, selection, onboarding, and training processes to align staffing with operational requirements.
- Partnered with managers to create assessment centers for improved candidate evaluation.
- Educated team leaders on risk management strategies in collaboration with the risk team.
- Built and maintained stakeholder relationships through monthly meetings to facilitate feedback exchange.
Manager
CBA/Bankwest
Perth, WA
01.2018 - 12.2020
- Managed daily operations, ensuring compliance with banking regulations and policies.
- Facilitated performance reviews to enhance employee development and engagement.
- Engaged stakeholders to gather feedback, refining service delivery processes for improved client satisfaction.
- Monitored staff performance, collaborating with Team Leaders to address issues and enhance team effectiveness.
- Verified compliance with Service Level Agreements to ensure customer satisfaction.
- Coached and mentored Team Leaders, training them to improve their job performance and drive team success.
Team Leader
Bankwest
Perth, WA
02.2006 - 12.2017
- Led teams in personal and business banking operations, overseeing specialised business, document preparation, security in order, drawdowns & discharges to ensure operational excellence.
- Managed daily operations, ensuring adherence to policy, process, and quality benchmarks for consistent service delivery.
- Fostered collaborative work environment, enhancing team productivity and engagement.
- Provided senior leadership with updates through regular meetings.
- Monitored workflow to ensure compliance with service level agreements.
- Facilitated resolution of urgent requests from bankers
- Resolved customer complaints efficiently while maintaining high service standards.
- Conducted performance reviews to evaluate team member progress.
- Participated in recruitment by interviewing candidates and making hiring decisions.
Temp Worker
HAYS
Perth, WA
08.2005 - 02.2006
- Completed temporary assignments across various settings, adapting quickly to each unique environment
Team Leader
NAB
Sydney, Maroochydore, Perth, NSW,QLD,WA
12.1985 - 07.2005
- Progressed through various roles at NAB, advancing from Batch Clerk to Teller, First Teller, Supervisor, and Personal Lender.
- Led retail lending document preparation, construction, stamping & registration, and drawdown teams as Team Leader in the first Personal Credit Office.
- Oversaw support staff in a Lead role at a Business Banking Centre.
Education
High School Diploma -
Castle Hill High School
Castle Hill, NSW10-1985
Skills
- Process improvement
- Risk management
- Problem solving
- Leadership
- Relationship building
- Operational efficiency
Timeline
Production Manager
National Australia Bank
02.2021 - 03.2026
Manager
CBA/Bankwest
01.2018 - 12.2020
Operations Manager
CBA/Bankwest
02.2016 - 01.2021
Team Leader
Bankwest
02.2006 - 12.2017
Temp Worker
HAYS
08.2005 - 02.2006
Team Leader
NAB
12.1985 - 07.2005
High School Diploma -
Castle Hill High School