Jodie Cassar
Brisbane,QLD
Summary
Financial professional with 20+ years of experience in franchise and corporate leadership, specialising in change management and finance. Expertise in financial management and analysis, complemented by strong organisational and communication skills. Proven track record of driving business growth through analytical problem-solving and effective decision-making. Focused on maximising opportunities and implementing process improvements while ensuring resource protection.
Overview
22
22
years of professional experience
Work History
Change Manager Strategic Projects
BOQ Group
10.2023 - Current
- Executed change strategies, managing business readiness and identifying potential risks for successful adoption.
- Developed customised change management strategies with affected teams, adhering to ADKAR framework.
- Created strategic communications to inform impacted teams of changes and prepare for implementation.
- Collaborated with key stakeholders to secure support for strategic changes, ensuring effective execution.
- Presented proposed changes and strategies to governance forums and project members, instilling confidence in delivery.
- Achieved completion of three technical releases in lending platform upgrade, exceeding success metrics by ~eight percent during major branch transformation.
- Demonstrated experience in both Agile and Waterfall project methodologies.
Lending Performance Manager
BOQ
07.2022 - 10.2023
- Boosted lending volumes and quality in Brisbane Metro by holding regular in person and virtual meetings, training, and coaching sessions for branches and team members.
- Collaborated with franchise and corporate teams to provide expert lending and leadership support, ensuring effective and profitable branch operations.
- Provided coaching and conducted business development with branch teams to enhance network growth and increase lending settlements.
- Enhanced the market presence of lenders through effective marketing initiatives.
- Provided leadership support in State Managers absence including complaint handling.
- Conducted face-to-face visits to all thirty-two branches to discuss performance and deliver on-the-spot training and coaching for ~100 lenders and branch leaders.
- Collaborated and supported other state teams.
- Key Achievement: Direct impact in achieving an average of $60m per week in application volumes with the largest State nationally. Achieved 100% pass rate in all branch audits, including lending file reviews.
Lending Support Consultant
BOQ
07.2021 - 07.2022
- Provided phone and email support nationally for branches, brokers, business banking, and internal departments for personal and home lending.
- Advised on procedure and process updates and proposed enhancements to improve banker and customer experience.
- Provided expert support and guidance on lending projects and system updates as a subject matter expert in lending.
- Recorded all interactions to identify trends and suggest improvements.
- Developed and delivered comprehensive training to all branches and support teams nationwide, utilising insights gained from the analysis of the most common enquiries.
- Key Achievements: Created knowledge sessions, built relationships, represented the support team, updated tools for easier applications, and enhanced reputation with genuine assistance.
Lending Manager
BOQ
07.2015 - 07.2021
- Managed all retail lending customers and applications from interview to settlement and beyond.
- Managed branch in manager's absence and managed retail customer portfolio.
- Facilitated community programs and workshops.
- Negotiated loan terms, ensured regulatory compliance.
- Conducted training and performance management.
- Key Achievements: Invited to National Sales Conference 2016 as Top Achiever. Finalist Women in Finance: Regional Professional of the Year 2019. Consistently met settlement budgets and achieved above customer expectations. Mentored young women at Project Booyah and conducted interview training. Created and ran financial literacy course with Clontarf Foundation and Vocational Partnership Groups. Organised First Homeowners seminar and invited to speak at subsequent developer events.
Parental Leave
01.2012 - 01.2015
- Worked in own business and as a bookkeeper during this period.
Assistant Regional Manager
BOQ
02.2008 - 04.2012
- Provided sales and coaching support to twenty-one branches in North and Central Queensland, focusing on enhancing branch performance in operations and lending settlements.
- Implemented sales and coaching training programs and ensured compliance, delivered thorough coaching and development to branch leaders, covering all aspects of their responsibilities.
- Provided risk and compliance leadership to ensure adherence to Bank policies and procedures by conducting lending file audits and branch health checks.
- Analysed monthly balance sheet accounts and assist branches in franchise conversions.
- Key Achievements: Consistently performed as one of the leading regions in all areas of the sales scorecard. Invited to St Andrews Insurance Top Achievers in 2011. Demonstrated procedural and operational knowledge of products and services.
Loans Officer/Customer Service Manager
BOQ
04.2006 - 02.2008
- Complete loan applications, cross-sell products, and conduct sales training.
- Record customer interactions and promote business development.
- Coach front counter staff, ensure policy adherence, and handle customer complaints.
- Engage in monthly coaching and performance management.
- Key Achievements: Invited to Top 100 Sales Achievers in 2005. Managed branch in the absence of the branch manager.
Customer Service/Senior Customer Service Officer
BOQ
11.2003 - 04.2006
- Process personal loan applications, resolve complaints, and engage in staff training.
- Ensure branch compliance and create marketing material.
- Key Achievements: Organised fundraising events and consistently won Regional Top Sales Achiever.
Education
Graduate Certificate of Business Administration -
Griffith University
01-2021
Tier 2 Accreditation - Financial Services
Kaplan
Skills
- Change and operations management
- Agile methodology
- Communication strategies
- Business readiness
- Stakeholder engagement
- Franchise leadership and coaching
- Corporate leadership and coaching
- Financial resource management
- Organisational analysis
- Public speaking
- Customer relations
- Training delivery
- Process improvement
- Conflict resolution
- Influencing skills
- Business development
- Strategic planning
- Regulatory compliance
- Regional planning
- Franchise development
- Microsoft Office Suite
- Jira project management
- Canva design tools
- Microsoft Power BI analytics
- Confluence collaboration software
- Adobe creative suite
Notable Contributions
- Charity work for Orange Sky ongoing.
- 50-50 Charity volunteer work for Small Steps 4 Hannah.
- Vice-president of Cairns Business Women’s Club, 2019.
- Mentored students with Clontarf Foundation.
- Facilitated charity functions for Children’s Hospitals Australia & Smith Family Appeal.
Education Qualifications Memberships
- Graduate Certificate of Business Administration, Griffith University, 2021
- Tier 2 Accreditation, Financial Services, Kaplan
- SPARK Gender Diversity Infinity Group Committee Member, BOQ, Current
References
References available upon request.
Timeline
Change Manager Strategic Projects
BOQ Group
10.2023 - Current
Lending Performance Manager
BOQ
07.2022 - 10.2023
Lending Support Consultant
BOQ
07.2021 - 07.2022
Lending Manager
BOQ
07.2015 - 07.2021
Parental Leave
01.2012 - 01.2015
Assistant Regional Manager
BOQ
02.2008 - 04.2012
Loans Officer/Customer Service Manager
BOQ
04.2006 - 02.2008
Customer Service/Senior Customer Service Officer
BOQ
11.2003 - 04.2006
Graduate Certificate of Business Administration -
Griffith University
Tier 2 Accreditation - Financial Services
Kaplan