Lynette Goh
50 Hillardt St Robertson,QLD
Summary
Professional with strong experience in the Operational risk framework and management, having been working in the Commonwealth Bank for 14 years with the ability to think strategically.
Proven capability in the continuous improvement and testing of controls. Excellent organizational skills and experienced in handling multiple projects simultaneously with a high degree of accuracy.
Overview
14
14
years of professional experience
Work History
Analyst Risk and Control Enablement
Commonwealth Bank Of Australia, CBA
09.2021 - Current
- Prepare and issue monthly Anti-money laundering/ Know your customer report which is tied to the Group's KRI
- Supporting lines of business within CSN with operational risk and compliance activities
- Perform assurance and periodical control testing across key operational risk and compliance activities
- Participate in working groups and monthly control reviews for the continuous improvement of controls
- Assurance testing for Operating and Design effectiveness of controls
- Prepare control assessment papers
- Perform internal quality assurance on analyst
- Engage with Data analytics and authorise weekly control volumes
- Maintaining and embedding the Operational and Compliance Risk Management Framework
- Supporting the team in the effective design and implementation of controls to enable compliance and support the business through new and changing processes
- Contribute to root cause analysis of Issues and Incidents
Customer Service Manager Flagship
Commonwealth Bank Of Australia, CBA
03.2019 - 08.2021
- Leading the team to deliver exceptional service through coaching and developing, assisting them to achieve individual and team targets as well as fostering their individual career aspirations
- Managing the daily operations of the branch
- Assisting the branch and the area in Retail Workforce Management tool
- Coaching new branch managers with the daily cash operations and assisting in the identification and location of discrepancies for the Brisbane City Area
- Keeping up to date with the systems, policies and processes of the Bank to assist customers and coaching of team members
- Driving the business pipeline by retaining and nurturing of business network and referrals
Branch Manager Ann St and Royal Brisbane
Commonwealth Bank Of Australia, CBA
11.2016 - 02.2019
- Coaching and developing the team's skills and knowledge in order to increase customer satisfaction as well as helping team members work towards their individual development goals
- Completing operational duties within the branch including consultations with customers
- Fostering a continuous improvement culture within the branch
- Coaching of lenders to identify breakpoints and build their pipeline
- Driving a risk aware culture and being accountable for operational risks within the team
- Driving the business pipeline by participating in community network events and retaining my business referral source
Lending Specialist
Commonwealth Bank Of Australia, CBA
01.2016 - 11.2016
- Assisting customers with their home buying journey through meaningful conversations and home loan application
- Building a business network and maintaining customer relationships and trust to have a consistent business pipeline and referral source
- Coaching team members to build up their knowledge to assist in customers home loan conversations
Customer Service Specialist
Commonwealth Bank Of Australia, CBA
09.2009 - 01.2016
- Conducting financial health checks with customers to identify their goals and needs
- Having meaningful conversations with customers to drive the business pipeline and building relationships
- Being well equipped with up to date knowledge of the diverse range of products and services of the Bank
Education
MBA - Accounting
Griffith University
Brisbane, QLD07.2010
BBA - Marketing And Economics
Queensland University of Technology
Brisbane, QLD07.2008
Skills
- Understanding of the Operational Risk Management framework
- Ability to build relationships with stakeholders at all levels
- Ability to think critically and use data driven insights to solve problems
- Strong reporting and analytical skills
- Attention to detail with a high degree of accuracy
- Fluent in writing and spoken Mandarin
Accomplishments
- Responsible for monthly Anti-money laundering stakeholder report
- 2021 Ultimate Success CBA Winner for QLD branch
- 2018/2019/2020 Ultimate Success CBA Awards Nominee
- Nominated and participated in Future Now Leadership Program
- Nominated and completed Ignite Leaders Program for CBA branch managers
Additional Information
References
1. Rebecca Browne
Manager Risk and Control Enablement
0432 766 132
rebecca.browne@cba.com.au
2. Patrick Griffiths
Manager Risk and Control Enablement
0435 429 690
patrick.griffiths@cba.com.au
3. Phil Walmsley
Area Manager Brisbane City and Inner North
0414 765 586
phil.walmsley@cba.com.au
Timeline
Analyst Risk and Control Enablement
Commonwealth Bank Of Australia, CBA
09.2021 - Current
Customer Service Manager Flagship
Commonwealth Bank Of Australia, CBA
03.2019 - 08.2021
Branch Manager Ann St and Royal Brisbane
Commonwealth Bank Of Australia, CBA
11.2016 - 02.2019
Lending Specialist
Commonwealth Bank Of Australia, CBA
01.2016 - 11.2016
Customer Service Specialist
Commonwealth Bank Of Australia, CBA
09.2009 - 01.2016
MBA - Accounting
Griffith University
BBA - Marketing And Economics
Queensland University of Technology
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