Jess Centorame
MELBOURNE,VIC
Summary
Dedicated and driven leader with extensive experience leading high-performing teams in fast-paced commercial environments. Committed to delivering outstanding customer outcomes while driving operational efficiency, business performance and strategic execution. Known for inspiring teams to exceed expectations through clear direction, high standards, coaching and a genuine investment in people development. Combines commercial acumen with a people first leadership approach to foster engagement, accountability and a culture of excellence. Trusted to lead through transformation, build strong stakeholder relationships and deliver measurable outcomes for customers, teams and the broader business.
Overview
10
10
years of professional experience
Work History
Care for Customer Team Leader, B&PB
ANZ Australia
Melbourne
10.2024 - Current
- Currently leading a team of 12 bankers who are responsible for supporting new and existing customers through anz.com applications to onboard, establish accounts and conduct holistic conversations to support business and personal needs, working capital requirements and overall products and services to help support their business
- High-volume, fast-paced environment focused on delivering exceptional customer service, meeting customer expectations and creating opportunities to support customer growth through ANZ’s products, services, and banking solutions
- Providing leadership, Coaching and developing team members to improve productivity, pace, and overall performance against business objectives and KRAs. Supporting the team through change, maintaining engagement, well-being and momentum and fostering continuous growth by building capability, enhancing performance, and creating development opportunities that support long-term career progression
- Involves strategic management, analysis and continuous improvement of business processes, driving operational efficiencies, implementing new systems and initiatives, managing risk and compliance obligations, conducting data analysis and forecasting and engaging with key stakeholders to ensure the business operates effectively, efficiently, and in accordance with regulatory and organisational requirements
- Acting in the direct leader’s capacity when required, including representing the team in senior leadership meetings and contributing to the delivery of strategic initiatives, business analysis, and functional objectives. This responsibility also includes supporting peers and team members to execute key deliverables, driving alignment across the function, and contributing to broader business performance outcomes and organisational priorities
Senior Manager, Business
ANZ New Zealand
Auckland
12.2020 - 10.2024
- Managed Small Business and Commercial teams, leading and developing up to 12 staff which included Business Relationship Managers and Business Assistant Managers
- From March 2022 I managed a Commercial team who provided business lending and cashflow solutions to business clients between $250k to $20M. These lending's are subject to ANZ JCR Requirements, Business Writing Strategy, Credit principles, Risk grading, Annual reviews and overall customer performance management with regular set reviews (involving credit, relationship managers and lending services). In this role I obtained and held responsibility of a Corp 20 CAD to support staff and approve lending files at sole discretion or dual with credit
- Supporting staff to manage their portfolio and assist with well managed requirements, portfolio uplift, credit workshops, customer visits, ongoing relationship connections, acquisitions, training requirements and helped to provide holistic solutions to banking needs such as protection. Facilitated relationships with Chubb and Gallagher (Crombie Lockwood) to help with protecting our customers
- Successfully led teams through organisational transformation, including segment realignment, restructures, process optimisation, compliance enhancements and workforce changes while maintaining engagement and performance
- Built strong relationships with senior stakeholders and supported the connection across Business Banking, Private Banking, Retail, Transaction Banking, Trade Finance, Foreign Exchange, Credit Risk and Operations to deliver seamless customer and business outcomes
- Generated growth opportunities through customer engagement, site visits, industry networking and strategic partnerships with accountants, lawyers and business brokers. Also representing ANZ and delivering initiatives at customer, community and industry events, strengthening brand presence, deepening relationships to help identify new business opportunities
Branch Manager
ANZ New Zealand
Auckland
01.2019 - 12.2020
- Hub site manager (seven day site) managing a team of 20 employees which consists of 1 Assistant Manager, 7 lending staff and 12 service staff. Highest performing hub in the region; awarded Branch Manager of the year 2020
- Coaching and development of both entry level and experienced staff; leadership coaching/training and mentoring Assistant Manager and their progression
- Managing team productivity, activity and outputs i.e. VOC, customer reviews, protect conversations, consistency, data management, lending and compliance
- Held CAD certification to assist customers with home loan applications and the Home Buyers Journey
- Assisting staff through business change, maintaining morale and performance standards
- Driving wider Regional initiatives, Supporting projects/ product evaluations and changes. i.e. Bonus Bonds wind up project
- Maintaining people pipeline. Conducting interviews, hiring and assisting with onboarding for staff within region
Senior/ Small Business Manager
ANZ Australia
Melbourne, Victoria
08.2016 - 11.2018
- Portfolio management of business clients to help start, run and grow their business. Increased and maintained growth of portfolio and financial performance
- Assessment and evaluation of business financials and clients financial position. This includes customer/risk assessment and the organisation performance
- Facilitated key discussions to uncover clients' banking needs in financial planning, foreign requirements, personal lending, working capital, cash movements, and deposit funds
- Managed stakeholders to build networks and expand circle of influence
- Led initiatives to support business objectives through monthly campaigns, seminars, and hosting segments for annual strategy days for department of 100+ employees
- Fostered a positive work environment working towards a high performing team culture, supporting engagement and working towards wider business goals
Education
Bachelor of Commerce - International Business
Swinburne University of Technology
Melbourne, VIC01-2012
Skills
- People Leadership, Engagement and Wellbeing
- Performance leadership
- Strategic Planning, Execution and Decision-Making
- Workforce planning
- Customer Relationship Management
- Stakeholder engagement
- Change leadership
- Coaching, Mentoring and Talent Development
- Risk and Compliance Management
- Financial Management
References
Laura Woods
Senior Manager, Cashflow Solutions | ANZ Australia | +61 435 962 204
Elise von Keisenberg
Regional Manager, Business | ANZ New Zealand | +64 274 453 0328
Timeline
Care for Customer Team Leader, B&PB
ANZ Australia
10.2024 - Current
Senior Manager, Business
ANZ New Zealand
12.2020 - 10.2024
Branch Manager
ANZ New Zealand
01.2019 - 12.2020
Senior/ Small Business Manager
ANZ Australia
08.2016 - 11.2018
Bachelor of Commerce - International Business
Swinburne University of Technology