Summary
Overview
Work History
Education
Skills
Languages
Referees
Timeline
Generic

Lavinia E Guzman

Melbourne,VIC

Summary

Enthusiastic and dedicated Automation Process Analyst with over 12+ years of banking experience in assessing risk, automation and process improvement, drove a project to decrease 20% of business exceptions successfully.

Overview

14
14
years of professional experience

Work History

Process Controller Analyst

NAB
Melbourne , Victoria
05.2017 - Current
  • Completing Daily Business Reporting of Automation Processes to ensure exceptions are kept to a minimum and bots are compliant.
  • Monitoring of up to 60 virtual machines (VM's) are running and processing work within allocated time frames.
  • Investigated process abnormalities and identified root cause to report to Support team.
  • Raise Incidents to Level 3 Support team in ServiceNAB if bots have stopped running or bot malfunction.
  • In the event bots have stopped working, communicate to process stakeholders VM’s are down and provide ETA on fix. eg P1 chat.
  • Work together with Product Owners to anticipate any changes to the applications that could potentially impact automation ie BIA's.
  • Update and plan changes with with Support team to ensure fixes are implemented before the go live dates.
  • Identify opportunities within business to improve bot productivity. In Advantedge, after reviewing exception report in the LSO process. I was able to reduce the business exceptions rate from 30% to 10% by asking the team to include the application number with no other letter or characters in subject line.
  • implemented strategies for optimizing production processes based on analysis of data.
  • Provided support/training to team members as a result of reoccurring exception or issues with bot processing.
  • Provided technical support during troubleshooting activities related to process control systems.
  • Collaborated with stakeholders on new automation business processes.
  • Tested automated systems to ensure accuracy of results and functionality before deployment.

Pre Assessment Team Member

NAB
Melbourne, Vic
10.2016 - 05.2017
  • Completing pre-requisite checks for Broker submissions prior to credit assessment
  • Liaising with Broker to follow up on missing documents
  • Ensuring KPI’s and targets are being met
  • Collating data to pass onto upstream teams and stakeholders to help improve Broker Submission
  • Training new staff members on Pre Assessment process
  • Nominated to look after the new Valuation and Title search Automation in the Broker space.
  • Ensuring bot process are switched on and running, processes working well and work is being filtered through.
  • Escalating to program developer if any issues with bots start to arise.

Funding Coordinator

NAB Broker
Melbourne , Victoria
06.2012 - 10.2016
  • Daily duties include - Settling loans, debiting shortfall funds, setting up direct debits, paying out and closing existing loans, transferring surplus funds to other financial institutions and closing accounts.
  • Liaising with Solicitors and Brokers to ensure the settlement of home loan takes place.
  • Trained Team members on Fast Refinance, Variations, PEXA Deals & reconciliations.
  • Detailed knowledge of DocuPrep, Siebel, WorkFlow Manager, EBOBS, OARS, EOCP, NAB Connect, Webobs9, SAIG Global.
  • Step up duties - Assisting Team Leader with planning and participating in loading and variance within the function.
  • Managed the Settlement & Variation inbox, which specializes in providing advice and recommendations to BRC team members, to communicate to stakeholders on a range of complex escalated settlement issues pre and post settlement.
  • OARS - Reconciliation of the main settlement account to ensure account is balanced and the correct payments have been paid out to customers.
  • Entering ORECS/Risk Smart events into system to keep track of events that have occurred while in the process of drawing down loans.
  • Investigating and analyzing Mini ORECs/ORECS events has allowed me to apply a risk lens to all my work. I have been able to train and educate colleagues with valuable learning and have been able to implement new processes to reduce risks in the day to day running of the business.

Complaints Case Manager

NAB Resolve
Melbourne , Victoria
09.2009 - 06.2012
  • Answered inbound customer calls regarding customer feedback and complaints.
  • Assessed customer needs and provided solutions to resolve issues in a timely manner.
  • Ability to persuade and negotiate solutions to resolve ongoing customer issues
  • Actively listen to customer needs and communicate effectively within the workplace
  • Ability to work well under high pressure coversations/situations
  • Provide ongoing coaching and support for team members and new starters.

Education

Advanced Diploma in Business (Marketing)
Victoria

Certificate IV – in Business Administration

Kangan Batman Tafe

Skills

  • Attention to Detail
  • Process Analysis and Optimization
  • Problem Solving
  • Data Analysis to understand complex process
  • Ability of influencing, leading and negotiate
  • Sound communication skills, both written and verbal
  • Able to foresee risk impacts
  • Relationship building skills with stakeholders and clients
  • Self motivated, flexible with a good sense of humor

Languages

Spanish
Native/ Bilingual

Referees

Available upon request

Timeline

Process Controller Analyst

NAB
05.2017 - Current

Pre Assessment Team Member

NAB
10.2016 - 05.2017

Funding Coordinator

NAB Broker
06.2012 - 10.2016

Complaints Case Manager

NAB Resolve
09.2009 - 06.2012

Advanced Diploma in Business (Marketing)

Certificate IV – in Business Administration

Kangan Batman Tafe

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Lavinia E Guzman