Heidi McKinnis
Waurn Ponds
Summary
I am an experienced Team Leader in Payments Central Geelong known for reliability and adaptability. I possess a versatile set of skills. Successful at managing multiple priorities and willingly taking on added responsibilities to meet team goals.
Skilled in identifying capability and development needs, setting goals, and providing hands-on training and mentoring to improve performance. With a strong focus on team collaboration I make sure everyone in my team knows the working they are doing is meaningful and contributing to the goals of the Agency.
My personal values are very much aligned with the NDIA Values and Behaviours. I am eager to further my develop professional skills with a commitment to continuous learning and growth.
Overview
18
18
years of professional experience
Work History
APS6 Team Leader
National Disability Insurance Agency (NDIA)
11.2023 - Current
- Evaluated team member performance of more than 25 different APS4 and APS5 payment officers against established objectives during regular reviews, offering praise for achievements or identifying areas requiring further development.
- Develop team members in all work types with technical skills and knowledge through targeted group and individual coaching sessions, resulting in improved individual performance.
- Provide ongoing support to direct reports managing complex and time sensitive Escalated complaints, ensuring enquiries are thoroughly reviewed, and decisions made in accordance with policies and procedures.
- Conduct regular quality reviews of team members work to provide constructive feedback and facilitate improvement in accordance with departmental objectives.
- Facilitate cross-training opportunities among team members, providing stretch opportunities by delegating tasks appropriately.
- Leverage data to make informed decisions regarding staff members performance and capabilities.
Executive Complaints Consultant
NAB
10.2013 - 04.2018
- Represented NAB CEO and Executive Leadership Team in the resolution of high-priority complex complaints. Prepared written correspondence to address complex and sensitive customer complaints and inquires.
- Managed and trained teams of dispute resolution officers, providing regular performance feedback and supporting their professional growth.
- Led initiatives aimed at improving the overall customer experience, such as implementing new complaint management tools and revising standard operating procedures.
- Facilitated regular meetings with stakeholders to discuss ongoing complaint trends, share best practices, and develop strategies for improvement.
- Reduced the number of complaints escalated to external dispute resolution channels by closely monitoring case progress and providing guidance on complex issues.
- Established clear communication channels within the organization for reporting emerging problems or potential product defects that could lead to future complaints.
Various roles
NAB
06.2007 - 01.2011
- I held a variety of roles from 2007- 2013 in several business units including Internet Banking technical support, National Customer Service Contact Centre, Lending Advisor, Debt Recovery and Operation Management
Education
Tier 2 RG146 Accreditation -
Kaplan
01.2016
Bachelor of Arts - Criminal Justice
University of Melbourne
01.2003
Skills
- Team leadership
- Employee coaching and mentoring
- Training and development
- Customer focus
- Integrity and honesty
- Decision-making
Timeline
APS6 Team Leader
National Disability Insurance Agency (NDIA)
11.2023 - Current
Executive Complaints Consultant
NAB
10.2013 - 04.2018
Various roles
NAB
06.2007 - 01.2011
Bachelor of Arts - Criminal Justice
University of Melbourne
Tier 2 RG146 Accreditation -
Kaplan
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