Kirstin Davidson
Summary
Enthusiastic Process Lead Risk with 2 years of experience working with Business Control Office, Compliance, Digitisation and Process Management. Adept at critical problem solving and extensively knowledgeable about Payment Services functions and controls. Successful at managing multiple actions on competing timelines.
Overview
11
11
years of professional experience
Work History
Process Lead Risk
ING
02.2022 - Current
- Presented updates for Events and Issues at Business Control Forums
- Produced business papers including closure and extension memos, to inform senior management of current activities and progress in relation to Events and Issues.
- Worked closely with Managers and Team Leaders to ensure that Event and Issue Actions were completed on time and are high quality.
- Supervised procedure updates to mitigate weak points or bottlenecks in business operations by introducing appropriate controls.
- Improved Risk Awareness within Payment Services and encouraged a speak up culture with staff and leaders.
- Trained and mentored Team Leaders in Risk processes.
- Provided recommendations in ongoing efforts to strengthen risk culture within Payment Services.
- Worked closely with Business Continuity Managers to build a strong Business Continuity Plan for Payment Services.
Reconciliations Officer
ING
08.2014 - 02.2022
- Daily Reconciliation of various General Ledgers utilising PeopleSoft, Links, DUCO and Excel
- Handling Customer Disputes including Traces, Recalls and Mistaken Internet Payments by PayAnyone or BPay, and Direct Debit Claims
- Managing a Team Inbox by prioritising and responding to emails received from internal and external stakeholders
- Continuous Improvement Projects to reduce manual handling and incorporating relevant controls to mitigate processing risk
Securities Officer
ING Direct
08.2012 - 08.2014
- Account Closure processing
- Assessing discharge requests and instructing ING Direct Panel Solicitors
- Inbox – Assessing escalations and complaints received via the Contact Centre and Panel Solicitors
- Projects and Process Improvements including BNY remediation and creating the new straight through processing for account closure (which is the basis of the current K2 workflow)
Education
Ryde Secondary College
Ryde, NSW10.2008
Skills
- Flexible and Adaptable
- Task Prioritization
- Self-Directed
- Computer Skills
- Critical Thinking
- Data Entry
- Attention to Detail
Additional Information
Throughout my ING journey I have been involved in continuous improvement projects. The aim of these projects were to take a manual processes and remove as many manual handling steps as possible to create a smoother and faster process. Along the way I have discovered that we can also make processes safer by ensuring the correct controls are in place which also leads to less handling time (with less rework required) and an overall smoother process.
The key projects I have been involved in include:
- Straight Through Processing of mortgage discharges (saving 2.5 FTE across two teams and creating the basis of the current K2 semi-automated process)
- Customer Dispute Registers which generate an automated form for Direct Debit Disputes, Mistaken Internet Payments and Trace Requests
I have also been involved in many remediation project groups including:
- Reconciliation Card Fraud remediation project (Remediation Lead)
- IFTI remediation project (Remediation Lead)
- Unclaimed Monies remediation project
- ePayments Code working group
- Payment Services Regulatory Obligations Issue leading to revamping training and procedure documentation withing Payment Services
Hobbies
Baking all things sweet, everything from cookies to chocolate to cakes.
Continuous learning for career progression and personal growth. Currently pursuing mindfulness.
Timeline
Process Lead Risk
ING
02.2022 - Current
Reconciliations Officer
ING
08.2014 - 02.2022
Securities Officer
ING Direct
08.2012 - 08.2014
Ryde Secondary College
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