Lucy Ibrahim
Airport West,VIC
Summary
Subject Matter Expert in AML/CTF compliance and Enhanced Customer Due Diligence (ECDD) with a customer-obsessed approach and a proven track record of driving risk mitigation, strategic uplift, and stakeholder engagement at NAB. Recognised for leadership in high-pressure environments, frequently acting as 2IC and trusted advisor to senior management while balancing regulatory requirements with positive customer outcomes. Committed to helping NAB and its customers grow safely by delivering efficient, risk-aware solutions that drive sustainable outcomes.
Overview
9
9
years of professional experience
Work History
Senior Analyst (ECDD)
National Australia Bank
Melbourne, VIC
08.2023 - Current
- Subject Matter Expert and 2IC for the ECDD SME team, leading in the manager’s absence by overseeing daily operations, representing the team in senior stakeholder meetings, and making high-level decisions on critical operational matters.
- Offered one-on-one support for team members and managers to drive continuous improvement and provide guidance on complex cases.
- Lead training programs to analysts, creating materials and workshops to enhance skills and analytical thinking regarding CDD and risk mitigation.
- Participated in brainstorming sessions with other senior analysts to develop innovative solutions in terms of Quality Assurance and Average Handling Time within the department.
- Reviewed employee performance using software such as PowerBI and provided ongoing feedback and coaching to drive performance improvement.
- Involved in various projects such as DCRA, UBank Common Customer, and others to drive uplift across CDD functions.
- Reviewed high-risk customer profiles to assess potential risks. Including, analysing large volumes of customer data, transaction histories, and source-of-funds information.
Analyst (ECDD)
National Australia Bank
Melbourne, VIC
12.2021 - 07.2023
- Provided leadership to a team of 10 while being 2IC, including insight and mentoring to newly hired employees to supply knowledge of various company programs.
- Performed KYC analysis for new & existing customers to ensure that NAB meets all appropriate policies and regulatory obligations.
- Liaise with key stakeholders on customer due diligence requirements.
- Ensuring that the AML/CTF KYC standards are maintained, and details are legally accurate.
- Responsible for inbound/outbound customer calls to collect and/or query customer information.
- Implemented database and document processing compliance with applicable regulations and company policies targeted towards prevention of money laundering and unethical practices.
- Provided training to new members regarding ECDD processes.
- Involved in the NUW project for the development of the Request For Information Mini-App.
KYC Analyst (OCDD)
National Australia Bank
Melbourne, VIC
04.2021 - 11.2021
- Performed due diligence investigations and analysed required KYC screenings on individual customers and organisations.
- Liaised closely with customers and bankers via phone and email.
- Assisted in the completion of the OCDD Work Guidance by providing step by step instructions on OCDD processes.
- Involved in the Digital Nudges project aiming at improving customer contact regarding KYC requirements.
Remediation Officer
National Australia Bank
Melbourne, VIC
12.2020 - 03.2021
- Eliminated process discrepancies for home loan documents and customer information using various databases.
- Maximised data collection accuracy scores by recording, storing and analysing information with zero discrepancies.
- Ensured quality check of home loan files is met within the project deadline.
Catalogue & Promotions Officer
Chemist Warehouse
Melbourne, VIC
01.2018 - 11.2020
- Organising & executing all catalogue/promotions under Chemist Warehouse, My Chemist and My Beauty Spot.
- Planned and completed group projects, working smoothly with others.
- Collaborated with cross-functional team to define features and build powerful and easy-to-use products and customer-facing workflow tools.
- Creating instructional documents to educate and support stores to execute certain operational procedures - focused on minimisng future issues and challenges faced by stores.
Retail Manager
Chemist Warehouse
Melbourne, VIC
10.2016 - 12.2017
- Maintained store staff by recruiting, orienting and training employees.
- Prepared staff work schedules and assigned team members to specific duties.
- Provided leadership, insight and mentoring to newly hired employees to supply knowledge of various company programs.
- Managed visual merchandising, maintaining standards and elevating customer experience.
- Mentored employees in management of complicated sales, complex issues and difficult customers.
- Staged merchandise and stocked sales floor to stimulate impulse sales.
Education
Bachelor of Human Nutrition -
La Trobe University
Melbourne, VICSkills
- Leadership and team management, with experience in 2IC responsibilities, SME mentorship and holding training programs
- Strategic initiatives and continuous improvement, with experience in uplift projects and process enhancements
- Stakeholder engagement and communication skills, with experience in collaboration with senior leadership and cross-functional teams
- Familiarity with AML laws, KYC requirements, and knowledge of relevant regulations
References
- Rohit M Roy - NAB ECDD Manager; 0406 147 800
- Jordyn Smiley - NAB Senior Consultant; 0417 890 471
Timeline
Senior Analyst (ECDD)
National Australia Bank
08.2023 - Current
Analyst (ECDD)
National Australia Bank
12.2021 - 07.2023
KYC Analyst (OCDD)
National Australia Bank
04.2021 - 11.2021
Remediation Officer
National Australia Bank
12.2020 - 03.2021
Catalogue & Promotions Officer
Chemist Warehouse
01.2018 - 11.2020
Retail Manager
Chemist Warehouse
10.2016 - 12.2017
Bachelor of Human Nutrition -
La Trobe University