JALE MIFSUD

• Develop and implement strategies to attract new members and retain existing ones
• Conduct tours for prospective members, provide information about membership options, and address inquiries and concerns
• Monitor membership trends, track retention rates, and implement initiatives to improve member satisfaction and loyalty
• Serve as a point of contact for member inquiries, feedback, and complaints
• Resolve member concerns promptly and professionally
• Develop and maintain positive relationships with members, addressing their needs and preferences to enhance their gym experience
• Monitor financial performance against targets
• Identify opportunities for revenue growth
• Manage revenue growth, expenses, and cost controls.
• Developed effective filing systems that streamlined document retrieval, increasing efficiency within the workplace.
• Conducted regular audits of internal processes to identify areas for improvement and implement corrective measures promptly.
• Streamlined office processes by implementing efficient administrative systems, resulting in increased productivity and reduced operational costs.
• Supervised hiring processes and vendor relationships to maintain smooth operations for company.
• Greeted visitors, employees and clients politely and professionally for excellent reception service.
• Interviewed, recruited and onboarded new staff for high-performing administration teams.
• Developed and implemented improved filing systems for enhanced order and accuracy.
• Answered incoming calls, directing clients to individuals addressing specific needs.
• Kept reception area clean and neat to give visitors positive first impression.
• Expedited daily office tasks such as mail distribution, document scanning, photocopying, and data entry to ensure smooth workflow.
• Maintained a clean, organized, and welcoming reception area with updated reading materials for visitors while monitoring security by verifying visitor credentials and issuing visitor badges.
• Proficient in Clinko Systems and HICAP system and Xero
• Managing invoices, processing payments and rescheduling appointments.

• Develop Comprehensive business continuity plans (BCP) for Citibank Australia that outline procedures and protocols for responding to various types of disruptions, including natural disasters, technological failures, pandemics, and other emergencies.

• Conduct Business Impact Analysis (BIA) to identify critical business functions and their dependencies on resources, systems, and personnel.

• Analyze the financial, operational, and reputational impacts of disruptions and prioritize recovery efforts based on their criticality.

• Identify critical business functions, resources, and dependencies, and develop strategies with stakeholders to ensure their continuity.

• Conduct Risk Assessments to identfiy potential threats and vulnerabilities to the organization operations,

• Analyze the impact of potential disruptions on business operations, revenue, reputation, and regulatory compliance,

• Implement business continuity plans across the organization and ensure that all relevant stakeholders are aware of their roles and responsibilities.

Conduct regular testing and exercises to assess the effectiveness of business continuity plans and identify areas for improvement

• Establish protocols and procedures for responding to emergencies and crises, including communication plans, escalation procedures, and incident response team.

• Coordinate response efforts during emergencies, working closely with key stakeholders, senior management, and external partners as necessary.

• Provide training an awareness on Business Continuity.

• Foster a culture of preparedness and resilience throughout the organization.

• Monitor emerging risks, and regulatory changes that may impact business continuity efforts.

• Conduct post-incident reviews and lessons learned exercise to identify areas of improvement and update business continuity plans accordingly.

Engage and have a walkthroughs meeting with both senior management and key stakeholders to approve both BCP and BIA for the organization.

• Communicate effectively with senior management and stakeholders during a crisis situation.

• Primary contact for stakeholder.

• Assess the resilience of critical vendors and suppliers and establish contingency plan to mitigate supply chain disruptions.

• Ensure that the business continuity plans comply with relevant laws, regulations and industry standards.

• Led initiatives for the Credit Cards, Consumer Lending Business and Customer Franchise Program
• Conducted rigorous Quality Assurance Testing across Credit Cards and Consumer Lending, Marketing, Data Integrity, Product Management programs
• Collaborated with cross-functional teams to develop and implement corrective action plans and process enhancements
• Monitored Key performance indicators and metrics to measure the effectiveness of quality assurance initiatives and drive continuous improvement
• Identified control weaknesses, operational inefficiencies, and compliance gaps and recommended solutions and process improvements
• Participated in the development and implementation of quality assurance strategies, methodologies, and tools
• Collaborated with internal stakeholders to address findings from audits and reviews
• Provide support and guidance to junior quality assurance analysts
• Provide support to business areas on projects
• Proving comprehensive support to the Senior Managers
• Performing targeted deep dive reviews to identify weakness in control frameworks
• Operating within an agile framework to adapt swiftly to evolving requirements
• Ensuring the integrity of system data and health by conducting critical data maintenance with the quality assurance system
• Reviewing dashboards, overseeing quarterly results submissions, and updating data as necessary
• Performing assurance testing on controls, collating evidence and assessing evidence to ensure no control breakdowns
• Evaluating the effectiveness of current controls in mitigating risks and offering pragmatic solutions to business units
• Collaborating with operational teams to agree on solutions and implement effective changes
• Reviewing and advising on change management governance on New Product Approval, Deal Memos
• Assessing changes within change management including monthly/quarterly releases as well as monitoring change implementation
• Working with business departments to ensure timely management of Business Incident reports and Corrective Action Plans.
• Implemented and managed controls to comply with laws and regulations, agreements and SOPs.
• Ensured compliance with regulatory requirements, liaising with external auditors and regulators as needed.
• Evaluated third-party vendors'' operations, assessing potential risks associated with outsourcing activities.
• Promoted a strong risk culture within the organization through effective communication of policies and procedures.
• Maintained up-to-date knowledge of industry trends to proactively address emerging risks.
• Enhanced operational risk management by implementing efficient processes and controls.
• Analyzed data from various sources to identify patterns and trends in operational risks, developing targeted mitigation plans accordingly.
• Played a crucial role in incident response planning, minimizing business disruptions caused by unforeseen events.
• Built contingency plans to successfully handle financial emergencies.
• Developed risk assessment matrices and templates to increase visibility of risks and facilitate decision making.

Parental Leave

• Oversaw document imaging projects to convert paper files into digital formats, increasing accessibility while reducing physical storage needs.
• Developed comprehensive records retention schedules, ensuring timely disposal of outdated materials and compliance with legal requirements.
• Facilitated knowledge sharing by serving as a subject matter expert and providing resources to colleagues when needed.
• Provided training and guidance to staff on proper records handling procedures, fostering a culture of responsibility and accountability.
• Maintained accurate inventories of record holdings through meticulous tracking systems and periodic audits.
• Managed file archival and information retrievals.
• Transmitted documents, organized revisions and tracked changes.
• Managed regulatory requirements and audit support needs by completing and submitting accurate paperwork.
• Identified areas of weakness and recommended or implemented process improvements.

• Assisted in the development and maintenance of operational risk register, including the identification, assessment, and prioritization of risks
• Conducted root cause analysis to identify underlying factors contributing to operational risk events
• Supported the implementation of risk control self-assessments and other risk management processes
• Monitored compliance with operational risk policies, procedures, and regulatory requirements
• Contributed to the enhancement of risk reporting tools and dashboards to facilitate effective risk monitoring and decision-making
• Participated and engaged in risk committee meetings and working groups to discuss emerging risks and controls issues
• Assisted in the development and delivery of training programs on operational risk management principles and practices
• Contributed to project management to ensure risk management principles are in place
• Working with both Compliance and AML Compliance Teams to map regulatory controls to the Quality Assurance Program.

• Overseeing and analyzing access to the Bank of Queensland system for customer accounts
• Coordinating communication between Bank of Queensland branch staff, our Citiphone, and addressing any system issues or concerns
• Serving as the primary contact for resolving Bank of Queensland system-related issues
• Managing and analyzing daily reports on security system violations
• Conducting annual reviews of system matrices
• Acting as the main point of contact with projects and product delivery team for implementing changes to system matrices
• Assisting management with entitlement review.

• Managed day-to-day operations within the shared services department, including transaction processing, account maintenance, and customer inquiries
• Provided support to various business units and departments by delivering timely and accurate services, ensuring adherence to regulatory requirements and internal policies and procedures
• Collaborated with cross-functional teams to streamline processes and optimize workflows
• Contributed to continuous improvement by identifying opportunities or process enhancements and efficiency gains
• Assigned accounts deceased and in insolvency accounts to collections
• Manage inbound and outbound mail
• Process cheques
• Develop and implement records management policies and procedures
• Establish best practice for records retention, classification, storage, retrievals, and disposition
• Conduct regular quality assurance checks to ensure the accuracy, completeness, and integrity of records
• Identify areas of improvement and implement corrective actions and necessary
• Update Records Management process in line with regulatory requirements
• Collaborate with internal stakeholders to address records management requirements
• Serve as subject matter expert and provide guidance and support
• Develop Comprehensive business continuity plans (BCP) for Citibank Australia that outline procedures and protocols for responding to various types of disruptions, including natural disasters, technological failures, pandemics, and other emergencies
• Identify critical business functions, resources, and dependencies, and develop strategies with stakeholders to ensure their continuity
• Conduct Risk Assessments to identify potential threats and vulnerabilities to the organization operations
• Analyze the impact of potential disruptions on business operations, revenue, reputation, and regulatory compliance
• Implement business continuity plans across the organization and ensure that all relevant stakeholders are aware of their roles and responsibilities
• Conduct regular testing and exercises to assess the effectiveness of business continuity plans and identify areas for improvement
• Establish protocols and procedures for responding to emergencies and crises, including communication plans, escalation procedures, and incident response team
• Coordinate response efforts during emergencies, working closely with key stakeholders, senior management, and external partners as necessary
• Provide training and awareness on Business Continuity
• Foster a culture of preparedness and resilience throughout the organization
• Monitor emerging risks and regulatory changes that may impact business continuity efforts
• Conduct post-incident reviews and lessons learned exercise to identify areas of improvement and update business continuity plans accordingly
• Ensure that the business continuity plans comply with relevant laws, regulations, and industry standards
• Assess the resilience of critical vendors and suppliers and establish contingency plans to mitigate supply chain disruptions
• Collaborate with vendors and suppliers to ensure alignment of business continuity efforts
• Primary contact for stakeholders
• Communicate effectively with senior management and stakeholders during a crisis situation
• Conduct Business Impact Analysis (BIA) to identify critical business functions and their dependencies on resources, systems, and personnel.