Hannah Bablis
The Rocks,NSW
Summary
Dynamic and results-driven professional with over two years of operations experience at Macquarie, dedicated to driving operational excellence and team performance. Skilled in optimising processes, stakeholder management, and leading high-performance teams to achieve strategic objectives. Recognised for fostering collaboration, empowering teams, and delivering innovative solutions in complex, fast-paced environments. Committed to continuous learning and leadership excellence, with a focus on empowering teams and increasing business operations efficiency that support long-term organisational success.
Overview
6
6
years of professional experience
Work History
Operations Team Leader
Macquarie Group
03.2025 - Current
- Responsible for overseeing back office operations, ensuring productivity, maintaining high quality standards and meeting service level agreements. This includes coaching and mentoring team members, fostering a positive team culture, and driving continuous improvement by identifying operational efficiency opportunities and collaborating with stakeholders to implement process uplifts.
- Leadership of 11 direct reports within the Payments Hub, comprised of two individual teams: Credit Card account maintenance and payments, and Disputes
- Oversaw daily operations by analysing data to ensure efficiency, productivity, quality of case management to meet service level standard agreements
- Drove Key Performance Indicators (KPIs) results through a high-performing team culture
- Interpreted weekly and monthly data, detailing inflows and outflows of the business to identify trends, tailor solutions and present these change initiatives to stakeholders
- Developed strong engagement with the Product, Client Services and Legal teams to drive continuous improvement initiatives
- Strengthened knowledge in credit cards, debit cards and dispute processes to coach staff, handle escalations, and enable input in key stakeholder meetings
- Completed monthly quality reviews for each team member
- Assessed and updated Knowledge Centre articles based on audit requirements and operational needs/changes to process
- Coordinated with the Tech Team to build a new access profiles to facilitate cross-skilling and integration between Credit Card account maintenance and payments, and Disputes team members
- Contributed to building a workforce management tool for forecasting and intraday workflow
- Supported Product-led remediations during discovery and execution by providing strategic operational expertise and actioning credit card tasks with team member support
Senior Operations Administrator
Macquarie Group
04.2023 - 03.2025
- Responsible for delivery an exceptional experience to our clients and stakeholders by specialising in processing operational requests, and liaising with the wider team to resolve any discrepancies to ensure all regulatory compliance requirements are followed.
- Fulfilled role as 2IC by providing Cash Maintenance Team Leader relief when necessary and drove team’s accountability to ensure Service Level Agreements were met
- Completed daily workflow, actioned escalations and managed complaints
- Consistently exceeded KPIs for productivity, utilisation and quality
- Provided training for upskilling current Cash team members, and cross skilled Business Banking and Credit Card team members, ensuring a cohesive and knowledgeable team
- Helped manage a successful onshoring of back office tasks by updating procedures, providing training and coaching. Simultaneously reviewed each subprocess and reduced process steps due to lower risk
- Ongoing stakeholder engagement with the offshore team via Weekly Business Reviews, escalations and feedback
- Monitored unusual trends leading to unnecessary volume coming through to Operations, liaised with other business areas (Product, Transformation and Client Service) to seek technological fixes and uplift current procedures
- Identified unusual Return Mail trends of outdated addresses being used, prompting a necessary updated of the back-end logic by tech teams to ensure the correct data was being pulled for future posted communications
- Worked with Product on introducing Escalation Matrices to empower Operations to action cases at first touch, ultimately reducing cycle time and improving client experience
- Assisted in establishing the Sydney Culture Club and rolled out Wellbeing Week
Practice Manager
Universal Health
02.2022 - 04.2023
- Responsible for the management of up to 8 staff members and overseeing day to day function of the clinic including rostering, hiring and training staff, ensuring excellent customer service, cash handling and inventory stocktakes.
- Initiated marketing plan to expand social media platform and local outreach
- Implemented performance targets for doctors and quarterly reviews for reception staff
- Standardised communication for patients with introduction of regular SMS and email templates to support courtesy calls
- Assisted doctors in research for publications in medical journals
- Oversaw development of new formulations of supplement range
- Computerised all office activities with software developments and process improvements
NSW Management Assistant
GenesisCare
04.2021 - 08.2021
- Responsible for supporting the NSW Manager and all NSW clinics in project management
- Coordinated the rollout of NSW centralised bookings system
- Collaborated with the NSW Referral Engagement team on event planning and stakeholder engagement (both internal and external) in supporting the newly opened Kingswood centre
- Supported introduction of CRM database, Salesforce, with testing, data input and report generation
Team Coordinator
GenesisCare
08.2020 - 11.2020
- Responsible for handling logistics, agendas and travel arrangements while travelling with the CEO and executive team (up to 16 members) to assist with the acquisition in the United States.
- Visited multiple newly acquired centres and discussed current work conditions and relationships with doctors and employees
- Collated information from site visits into actionable items
- Supported in organising the inaugural executive retreat in Austin
- Interviewed candidates for new senior leadership roles
Intern
GenesisCare
04.2020 - 08.2020
- Responsible for supporting on projects in various business areas – Business Development, Human Resources, Communications, and Strategy.
- Generated a community support and engagement program to assist in a post COVID-19 rebuild effort
- Developed a proposal for a clinical and management internship program
- Assisted with M&A- related tasks
Education
OXFORD STRATEGIC MANAGEMENT EXECUTIVE PROGRAM -
Said Business School, University of Oxford
01.2024
ECONOMICS OF BLOCKCHAIN AND DIGITAL ASSETS - undefined
Wharton Business School, University of Pennsylvania
01.2022
BUSINESS IN THE METAVERSE EVENTS - undefined
Wharton Business School, University of Pennsylvania
01.2022
BACHELOR OF ARTS - PHILOSOPHY, POLITICS AND ECONOMICS
University of Pennsylvania
Philadelphia01.2021
Skills
- Client Engagement & Services, Conflict Resolution Team Collaboration
- Stakeholder Management, Time Management & Prioritisation
- Statistical Analysis, Project Management
- Coaching & Training Efficiency, Strong Written & Verbal Communication
- Workflow & Forecasting, Team Engagement & Relationship Building
- Advanced Microsoft Office
- BASE Global
- Slack
- Tableau
- Salesforce
- MIMs
- Siebel
- Thoughtspot
- Pega
- Pivot
- SAP
References
Available on request
Timeline
Operations Team Leader
Macquarie Group
03.2025 - Current
Senior Operations Administrator
Macquarie Group
04.2023 - 03.2025
Practice Manager
Universal Health
02.2022 - 04.2023
NSW Management Assistant
GenesisCare
04.2021 - 08.2021
Team Coordinator
GenesisCare
08.2020 - 11.2020
Intern
GenesisCare
04.2020 - 08.2020
ECONOMICS OF BLOCKCHAIN AND DIGITAL ASSETS - undefined
Wharton Business School, University of Pennsylvania
BUSINESS IN THE METAVERSE EVENTS - undefined
Wharton Business School, University of Pennsylvania
BACHELOR OF ARTS - PHILOSOPHY, POLITICS AND ECONOMICS
University of Pennsylvania
OXFORD STRATEGIC MANAGEMENT EXECUTIVE PROGRAM -
Said Business School, University of Oxford