MELANIE POWELL

• Continuously monitored branch performance against key performance indicators, taking corrective actions as needed to ensure objectives were met or exceeded.
• Maintained friendly and professional customer interactions.
• Improved customer satisfaction ratings by enhancing service quality and resolving client issues promptly.
• Oversaw daily operations for streamlined efficiency, ensuring timely execution of tasks and optimal resource allocation.
• Evaluated employee performance regularly through appraisals and feedback sessions to facilitate continuous development of skills and knowledge base within the team.
• Strengthened relationships with key clients, securing long-term partnerships and driving revenue growth.
• Interviewed and hired talented individuals with top-level strengths, improving organizational talent, and skill set.
• Enhanced branch production rates by handling staff conflicts, evaluations, hiring, and termination processes and coaching employees on company protocol and payroll operations.
• Developed a high-performing team through targeted recruitment, training, and performance management initiatives.
• Reduced employee turnover by fostering a positive work environment and offering competitive compensation packages.
• Ensured regulatory compliance through diligent adherence to industry standards, guidelines, and company policies.
• Implemented effective sales strategies to achieve branch targets and exceed expectations consistently.

• Reporting to the Chief Operating Officer, my role was as a key member of the Member Service leadership team and the wider, QBANK management team.

• Overseeing two departments – the Banking Operations team including the Financial Crimes team and the Head office branch and agencies

• Member of Management Risk and Compliance committee, AML Operations committee, Complaints committee, Work place health and safety committee and the Responsible Managers group including responsibility for QBANK's AFSL.

• Process analysis and strategic goal setting for operational efficiencies to maximise productivity

• Key responsibilities in managing the relationship between QBANK and external service providers such as Convera, Australia post and Indue Leading and developing the Banking operations, financial crimes team and Branch network to ensure QBANK's service framework is delivered to our member base, implementing and executing change to create efficiencies across the departments

• Overseeing branch, daily operations, financial crimes and AML activities to ensure compliance expectations are met and all suspicious activity is reported to Austrac in line with regulatory requirements

• Data analysis across a broad range of measures including identified fraud, write offs, Key Risk indicators, transaction volumes, member retention, product sales and service standards to prepare monthly Board reports

• Process and procedure creation and implementation, ECDD, KYC, Transaction monitoring, PEP and Sanction screening, investigations, Breach and incident reporting

• Planning and monitoring day to day operations to ensure tasks are completed in a timely and efficient manner

• Team leadership and management including coaching, providing feedback, implementing development plans, succession planning, resourcing, daily rosters, performance improvement plans and all aspects of recruitment from approval to recruit through to onboarding and training.

ACHIEVEMENTS

• I implemented efficiencies across the departments by upskilling and cross skilling team members to be able to maximise productivity, enhance member experience and increase employee engagement and job satisfaction by empowering team members to be able to reach their true potential.

• Created new role of Financial Crimes Analyst to uplift QBANK's ECDD, KYC, Transaction monitoring, AML investigations, PEP and sanctions screening, Quality assurance and fully embed a strong line 1 defence against AML and CTF and support the Risk and Compliance department to deliver QBANK's AML and CTF program in line with our regulatory obligations.

• Implemented new processes and procedures around key compliance measures including cash control, branch security, digital security and fraud and scam awareness

• Reviewed member onboarding process and implemented changes to enhance customer experience and encourage members to use QBANK as their main financial institution which in turn has increased productivity and referrals to other departments

• Implemented a deposit retention strategy in line with QBANK's strategic goals

Participated in the Leadership development program undertaken by LEDA

• Attended vulnerable customer and building resilience training courses

• Manage and promote Queensland Country in the local region to ensure the provision of an efficient and professional lending and Member service operation for new and existing Members.

• Manage the operations of the branch, including security, staff resourcing, budget management, administration, and risk management

• Motivate, train and develop staff in order to deliver a quality Member focused experience that results in the team achieving the business objectives and targets

• Foster and develop relationships with key strategic partners such as Queensland Country Health Fund and CGU insurance network

• Grow the membership base and increase the branch awareness in the local region by assisting Queensland Country to achieve its strategic goals and targets.

ACHIEVEMENTS

• Complete overhaul of compliance framework within branch ensuring policies and procedures adhered to including training plans in place to re-educate team

• Analysed key metrics for day-to-day operations and implemented strategies to increase productivity and operational efficiencies

• KPI's consistently met (Lending, Health Insurance, General insurance, Deposit Growth, Customer Satisfaction, Mystery Shopper, Member growth)

• Upskilled and developed team members creating succession plans to ensure continuity of operations and career opportunities for team

• Establish and maintain customer relationships by undertaking holistic conversations to identify both expressed and unexpressed needs. Tailor recommendations to suit individual circumstances and refer on to specialist departments to ensure all financial goals are met for both personal and SME customers.

Manage and retain a large portfolio of home lending by proactively engaging with existing customers and undertaking rate reviews, restructuring debt, security variations and flawed asset arrangements

• Assist Home Finance Managers and Broker channel with loan sign-ups and cross sales for new customers

• Deliver on the Westpac Group service promise by exceeding customer expectation, identify areas for improvement and implement effective strategies to increase customer satisfaction.

• Step up to run the branch in the Managers absence and assist when Manager is present by coordinating and directing branch operations, ensuring all compliance duties are completed to a high standard. Deliver on key performance indicators by engaging team members in daily huddles and providing coaching and support where required. Oversee front of house activities ensuring high levels of customer service.

• Assist in the daily management of operations of the branch

ACHIEVEMENTS

• February 2019 – Completion of Future Leaders development program.

• Consistent Performance across key measures in Digital Growth, Everyday Banking, Lending, Customer Needs Profiles, Specialist Referrals.

• 4 Month Secondment as Bank Manager at Bundall Branch

• Upskilled to be able to service SME customers to a high standard being able to offer specialist products such as Bank Guarantees, Equipment Finance. Self-Managed Super Funds and Trust accounts.

• Apply Sales forecasting techniques and strategic planning to verify sales and profitability of product lines and services.

• Develop and execute marketing programs and general business solutions to increase credibility and client awareness through a range of technical and non-technical methods such as SEO, Google Ad Words, social media, email newsletters (Mail chimp) and magazines, resulting in increased company exposure, customer traffic and sales.

• Networking with local, national, and international associations to optimize industry connections and source products.

• Managing and responding to all correspondence and inquiries from customers and ensuring customer expectations are exceeded.

• All aspects of office management including implementation of effective systems for stock management and control, reconciling accounts and

bookkeeping including quarterly BAS, daily banking, and financial forecasts.

• Operations Management ensuring efficient processes imbedded to enable continued achievement of strategic goals

• Website design and content management.

• Order processing, picking, packing and dispatch.

• Lead and motivate a team of 21 across 5 branches to sell the Banks range of products and services and grow the customer base by delivering world class service at every customer interaction.

• Operations management of 5 branches ensuring continued process development to enable the team to reach performance goals and maintain productivity and exceed KPIs

• Liaise with Business Managers, Private and Premium Managers to promote other departments' services and ensure seamless referral process.

• Coach and develop the team by implementing training plans and reward incentives, weekly and monthly performance meetings.

• Identifying performance/knowledge gaps and upskilling. Resource planning to ensure the right people were in the right place at the right time.

• Maintain a strong compliance environment by adhering to Bank lending policies and ensuring accuracy in loan applications and serviceability calculations prior to signing off loans and releasing funds, applying due diligence, undertaking Anti Money Laundering checks and controlling the cash and transactional sides of the branches.

• Support the Regional Manager in the recruitment process for the region by dealing with Group HR department in Edinburgh and recruitment consultants, shortlisting candidates by reviewing resumes. Arranging and undertaking interviews of potential candidates.

• Training new recruits in both sales and service roles along with planning and implementing regulatory training.

ACHIEVEMENTS

• Branch sales targets achieved and exceeded with team obtaining a sales performance bonus for the first time in 3 years.

• Customer Satisfaction increased from 89-93.

• High employee engagement scores with staff turnover and sickness absence levels reduced.

• Highest annual compliance score in the Region.

• Coached and developed 3 team members into management positions and tellers to seller roles.