Mandy Glanville
Wingham,NSW
Summary
Customer Resolution Case Manager with significant experience at ANZ, specializing in performance management and effective complaint resolution. Demonstrated success in securing equitable outcomes for clients impacted by fraud, while building robust relationships and improving team engagement. Expertise in mortgage lending and compliance implementation, contributing to strategic alignment across the organisation.
Overview
20
20
years of professional experience
Work History
Customer Resolution Case Manager
ANZ
09.2020 - Current
- Due to the closure of the Winston Hills Branch in 2020, I successfully applied for a Customer Resolution role being advertised by ANZ as `Beyond the Branch’ opportunities.
- The role started with a selection of experienced branch staff tackling customer complaints from everyday banking, service, card disputes, hardships, collections, lending, scams and fraud.
- Since September 2022 I have primarily managed complaints involving customers who have been scammed or a victim of fraud, focusing on providing fair and realistic outcomes.
Branch Manager
ANZ
06.2006 - 09.2020
- I began my banking career as a Development Branch Manager in the Eastern Suburbs District.
- I quickly adapted to the challenges of the banking world and was offered a permanent position as Branch Manager of Bondi Beach, NSW.
- I spent 3 years at Bondi Beach where I developed my skills including mortgage lending and developing my people.
- I have since managed: Carlingford Branch Jan 2011 – November 2015, Winston Hills Branch Dec 2015 to September 2020.
Service Quality Manager
ANZ
12.2014 - 06.2015
- During my secondment I gained more insight into the management of FTE, Compliance Audits, delivery of training to large groups and the management of upskilling our staff in the ever-increasing world of technology.
Education
Certificate IV -
Frontline management
01.2006
Pastoral traineeship -
01.1994
Year 12 -
Driver High School
01.1993
Skills
- Performance management
- Customer complaint resolution
- Case management
- Effective communication
- Attention to detail
- Client relationship management
- Risk assessment
- Relationship building
- Customer development
- Strategic alignment
- Team achievement
- Compliance implementation
- Change leadership
- Staff recruitment
- Occupational health and safety
- Meeting facilitation
- Team engagement
- Event coordination
- Mortgage lending
Successes
- Completed Cert IV in Business Management (2010)
- OHS District Champion recognized as ANZ OHS Hero by Mike Smith (CEO) (2013)
- Developing my people into leaders; four of my team members have become Branch Managers.
- Participated in a select working group to trial the new Paper A-Z review and deliver new concept to District Managers at 2014 Summit.
- Created Hills District SharePoint site
- Anz@work District Champion
References
References available upon request.
Timeline
Customer Resolution Case Manager
ANZ
09.2020 - Current
Service Quality Manager
ANZ
12.2014 - 06.2015
Branch Manager
ANZ
06.2006 - 09.2020
Certificate IV -
Frontline management
Pastoral traineeship -
Year 12 -
Driver High School