Joseph Bruzzese

• Leading CommBank's agribusiness sustainability strategy.
• Specialist structuring and advisory for agribusiness lending opportunities including sustainable lending facilities.
• Project Management of key ESG initiatives, events and Risk Issues.

• Product management and development of CommBank's sustainable lending product suite.
• Key achievements: Australia's first Agri Green Loan and launching Business Banks sustainable linked loan offering.

• Owning and managing operational risk for Business Banks Trade & Working Capital product suite.
• Key secondment achievements include: Supporting the launch of stream working capital, development of the risk profile and work on control automation.

A short term hit squad designed to solve large problems. The key objectives were:

• Risk issue management and resolution.
• Control rationalisation

Team leadership of a team of commercial analysts of up to 21 staff. Business Banking Client Services aspires to support bankers across Australia by partnering to deliver exceptional customer experiences, applying expert knowledge, and maintaining consistency to achieve efficiencies of scale through a back-office operating model. For the duration of the opportunity, I was lucky enough to lead both the Transaction Banking Business and the Commercial Variation team. My key responsibilities included:

• Customer Complaint Management
• Small Business Retention
• Major Client Switching and Onboarding.
• Quality Assurance Monitoring.
• Business Process Reviews
• Customer Experience Evaluations
• Second in Charge - Step in Executive Manager
• People Management
• Managing stakeholder expectations.
• Delivering Product Change.
• Thrive Champion.

As a Business Banking Services Team Manager, I am responsible for 12 direct reports who manage client interactions for the purposes of Business Banking. Customer interactions may vary from simple maintenance requests, through to complex lending and transaction support enquiries. The basis for my success is through the application of my charismatic leadership and my exceptional ability to be agile. My everyday duties include:

• Real Time Management of 50 Staff members who manage over 2500 interactions in a day
• Second in Charge - Step in Senior Manager
• Customer Complaint Management
• Quality Assurance Monitoring
• Customer Experience Evaluations
• People Management
• Managing stakeholder expectations
• Monthly Business Reviews
• Delivering Product Change

My day-to-day tasks involved providing frontline support and first-point resolution for our bankers, business clients, and corporate cardholders. During my time in this role, I developed an extensive understanding of all business banking products. This is because our team is the primary point of contact for business banking enquiries across the entire organisation. The Broad spectrum of these enquiries would range anywhere between general maintenance requests and sales opportunities through to complex financial product enquiries.

• Simple and Easy advocate
• Expert Subject Matter Guidance on Projects
• Second in charge
• New Starter Facilitation
• Performance coaching

• During my time at Muscle Computers, I faced a host of computer issues both software and hardware related. Since completing my work placement here in 2014 and transitioning into an employee, my role at the company involved the installation of numerous small business servers and computer workstations, as well as carrying out a variety of maintenance and repairs to corrupt software and damaged hardware. In doing so, I have become proficient in dealing with clients in times of technological crisis and working under pressure to alleviate problems as soon as possible.