Summary
Overview
Work History
Education
Skills
Languages
Timeline
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Manutalisoa Hollywood

Summary

Drawing on over eight years of hands-on experience in the Banking and Financial Services sector, I have honed a deep expertise in Financial Crime and Intelligence. Throughout my career, I've advanced through diverse roles—ranging from client-facing positions to client and adviser services, senior associate, and management—culminating in my current role as Senior Fraud Analyst. Each position has contributed to a comprehensive skill set and a wealth of experience, bringing a wealth of experience to each stage of my career. My work as a risk manager is driven by a passion for leveraging cutting-edge fraud detection tools and advanced data analysis techniques to not only identify and prevent fraud but to also stay ahead of ever-changing threats. In my current capacity, I have played a pivotal role in the enhancement and evolution of fraud detection capabilities, collaborating closely with technology teams to analyse and respond to emerging fraud trends in real time. This collaboration has facilitated the development of highly effective machine learning models and fraud detection functionalities, ensuring that the organisation remains at the forefront of industry best practices in safeguarding client funds and maintaining rigorous compliance with regulatory standards.

Overview

12
12
years of professional experience

Work History

Senior Fraud Analyst - Associate Manager

Macquarie Group Limited
10.2020 - Current
  • Adaptable in a rapidly changing industry, serving as a front-line defence in fraud alert monitoring, analysing high risk activities triggered by a diverse range of fraud detection tools, including rule-based systems, machine learning, and AI-driven technologies
  • Leveraging a range of advanced fraud detection platforms, including but not limited to ACI (PRM), Outseer3-D Secure (3DS), RSA Adaptive Authentication (AAC), and Tableau
  • Analysing a wide range of fraud and scam types, from compromised client data and phishing attacks to investment, romance, and family scams, to uncover and mitigate emerging threats
  • Empowering clients with the knowledge to recognise and navigate evolving fraud and scam trends across industries, ensuring they stay vigilant and proactive in safeguarding their funds
  • Playing a key role in enhancing fraud detection mechanisms by collaborating with technology teams to address system inconsistencies, while sharing valuable fraud insights with Analytics, UX/UI, and Product teams to proactively mitigate risks and stay ahead of emerging threats
  • Leading a culture of continuous learning by mentoring junior Fraud Analysts, introducing innovative methodologies to tackle complex cases, and inspiring a mindset that challenges traditional approaches to fraud detection

Adviser Services Consultant - Senior Associate

Macquarie Group Limited
01.2017 - 10.2020
  • Primary point of contact for Financial Advisers and Brokers, serving as the go-to resource for all inquiries and support needs
  • Client Communication: Assist with product and client account queries that vary, acting as a liaison between clients and the adviser, responding to client queries, and ensuring timely follow-up on action items
  • Document Management: Ensuring client files are properly organised, secure, and compliant with regulatory requirements (e.g
  • KYC—Know Your Client, AML—Anti-Money Laundering)
  • Transaction Coordination: Helping to facilitate investment transactions, including processing paperwork, managing fund transfers, and ensuring trades are executed as instructed by the adviser
  • Client Education: Helping advisers provide educational materials or resources to clients about financial products, investment strategies, and planning techniques
  • Follow-up on Action Items: Ensuring clients are following up on recommendations, completing necessary actions (e.g
  • Filling out forms, signing agreements), and keeping track of deadlines

Client Services Consultant - Associate

Macquarie Group Limited
01.2016 - 01.2017
  • Answering Enquiries: Respond to client questions and provide information about products, services, and company policies
  • Resolving Issues: Handle client complaints or issues, ensuring they are resolved in a timely and efficient manner
  • Providing Solutions: Offer practical solutions to clients problems or concerns, such as payment issues, technical problems, or service-related inquiries
  • Managing Incoming Calls: Efficiently handle a high volume of inbound calls, ensuring clients are connected to the right department if necessary
  • Outbound Calls: In some cases, proactively contact clients for follow-up, or to resolve ongoing issues
  • Documenting Interactions: Accurately capture client interactions in Salesforce for call management for future reference or escalation
  • Tracking Issues: Monitor the progress of client requests and issues, escalating when necessary, and ensuring follow-up is done in a timely manner
  • Troubleshooting Issues: Work to identify and resolve issues, whether technical, product-related, or service-based, often requiring troubleshooting or coordination with other departments
  • Escalating Complex Issues: Escalate unresolved or complex issues to supervisors or the appropriate department, ensuring a quick resolution
  • Managing Difficult Conversations: Handle frustrated or upset clients with patience and professionalism, working to turn negative experiences into positive outcomes
  • Maintaining Service Standards: Ensure that each client interaction adheres to company standards for service quality, accuracy, and professionalism
  • Ensuring Compliance: Follow all company policies and industry regulations, including handling sensitive customer information securely
  • Meeting KPIs: Strive to meet performance metrics such as call resolution time, client satisfaction, and call handling efficiency
  • Working with Teams: Collaborate with other client service consultants, supervisors, and departments (e.g
  • Technical support) to ensure client needs are met
  • Sharing Knowledge: Provide feedback and share insights from client interactions to help improve processes, policies, or products
  • Product/Service Education: Educate clients on how to use products or services effectively, providing tutorials or guides when necessary
  • Addressing FAQs: Answer frequently asked questions, providing consistent and clear responses to ensure clients feel well-informed
  • Proactive Follow-Ups: Contact clients to check on their satisfaction and encourage feedback, working to build long-term loyalty

Assistant Team Leader

Collection House Limited
02.2013 - 01.2016
  • Lead the daily operations of a call centre team, overseeing workflow management, ensuring performance targets are met, and driving efficiency across all work streams
  • Assist the Team Leader and Operations Manager by providing strategic support, ensuring smooth day-to-day operations, and contributing to team performance and efficiency
  • Lead the recruitment process by conducting thorough job interviews, identifying top talent, and making strategic hiring decisions to build a high-performing team
  • Monitor and maintain high-quality performance by evaluating phone calls, analysing Average Handle Time (AHT), and tracking key targets, making real-time adjustments to optimise team efficiency and service quality
  • Deliver targeted coaching and constructive feedback through regular team meetings, focusing on areas for development while celebrating both individual and team achievements to foster a culture of continuous improvement
  • Ignite team success by delivering impactful coaching, providing immediate feedback, and leading high-energy team meetings that focus on growth opportunities, while enthusiastically celebrating both individual and collective achievements to inspire excellence
  • Foster consistency in people development by holding regular one-on-one sessions to uncover each team member's career goals, provide actionable insights on areas for growth, and celebrate individual achievements to drive motivation and success

Education

Year 12 Graduate Certificate -

Woodcrest State College
Springfield, QLD
12.2010

Skills

  • Professional: Driving Operations Excellence, Leading People Development & Coaching, Delivering Outstanding Client/Adviser Service, Analysing Data and Collaborating with Technology Teams to Innovate and enhance Solutions
  • Technical: Salesforce, Siebel CRM, FIS Global (Base), ACI (PRM), Outseer3-D Secure (3DS), RSA Adaptive Authentication (AAC) Tableau, Pega Digital, Slack and Microsoft applications

Languages

Samoa (Native) English (Proficient)

Timeline

Senior Fraud Analyst - Associate Manager

Macquarie Group Limited
10.2020 - Current

Adviser Services Consultant - Senior Associate

Macquarie Group Limited
01.2017 - 10.2020

Client Services Consultant - Associate

Macquarie Group Limited
01.2016 - 01.2017

Assistant Team Leader

Collection House Limited
02.2013 - 01.2016

Year 12 Graduate Certificate -

Woodcrest State College
Manutalisoa Hollywood