Michael Hanna

During my time at Shift, I have built out the entire Account Management function and ensured its alignment with our stakeholder commitments.

My responsibilities include:

• Improved acquisition team's lead conversion rate from 10% to 15.8% in my first year managing
• Managed a team of 8 Account Managers and provided regular coaching/feedback.
• Achieved a newly set target of 10% book growth across all AM portfolios
• Built out a range of new core KPIs for the department
• Created and managed a range of new queues that assisted in increasing our loan book size by ~$40mill
• Monitored performance metrics regularly, identifying areas for improvement in service delivery or account management processes.
• Created comprehensive reports detailing account performance, providing valuable insights for clients and internal stakeholders alike.
• Tracked industry trends and competitor activity, enabling strategic decision-making to stay ahead in the market.
• Coordinated onboarding materials, Call QA criteria, Customer scripts and templates to enable the teams success.

While managing my own book, I led the Merchant Services Commercial team for ANZ, working alongside other managers internationally to streamline FX processes and products to clients as we shifted to a new
platform. I managed the Merchant Services team within ANZ which comprised of 7 team members. My team manages outbound campaigns, and all inbound queries.

In my time in this role, my responsibilities included:

• Mentored 5 junior team members, fostering a culture of continuous improvement and professional growth within the organisation.
• Achieved all SLA responses for inbounds and email queries
• Grew our existing micro customer book by 24% within one year
• Educating clients on multiple FX products available to hedge their investments and increase profit margins
• Participating in a daily currency update, fundamentally and technically analysing different currency pairs
• Building relationships with clients and growing my client book and reach
• Staying up to date and continually improving professional qualifications (RG146 and continued).

As a Senior Corporate FX dealer, I manage the second largest book in WorldFirst Australia, with a mix of corporate and e-commerce clients. While maintaining my previous duties, a senior dealer further offers layered/complex products such as semi or fully flexible forward contracts, hedging and invoice hedging. I primarily aim to drive account retention through strong relationship management and a detailed understanding of products, platforms and offerings.

• Consistently met or exceeded annual trading targets while maintaining strict adherence to risk management guidelines.
• Exceeded target and consistently hit my accelerators every quarter (1.5x), managing the largest client in WF APAC.
• Managed a portfolio of ~250 customers transacting over $3b p.a. in FX
• Assisted in training new hires on trading platform functionality, risk management procedures, and company guidelines to ensure a seamless integration into the team.
• Developed a comprehensive understanding of global macroeconomic factors affecting currency markets, allowing for informed decision-making in trade execution.

• Participated in cross-functional projects aimed at enhancing the overall effectiveness of the trading team''s operations.
• Managed a portfolio of 150 clients with a average annual transaction volume of $500m
• Exceeded revenue and transaction volume targets (111%).
• Working directly with the Head of Dealing in the development and roll out of special projects
• Performing market research on what factors are impacting FX markets and scripting templates to update our client book accordingly.
• Liaising with other departments within the company to ensure a smooth client journey from start to finish e.g., Operations team regarding payment queries.

During my tenure as a Dealing Assistant at WorldFirst, I played a pivotal role in supporting the Corporate and E-commerce dealing teams, ensuring seamless day-to-day operations and delivering exceptional service to our clients.

My responsibilities encompassed a range of tasks, including collaborating closely with the Head of Dealing on special projects, conducting market research to stay abreast of FX market dynamics, executing currency deals, and liaising with various departments to ensure a smooth client journey.

I was solely responsible for managing the end-to-end project of WorldFirst's closure of personal accounts. Within 3 months, I singlehandedly closed over 3,200 customer accounts by the global deadline and successfully returned all funds to the respective clients prior to closure.

Commonwealth Bank of Australia is one of the largest banks in Australia, with an aim to better improve the financial wellbeing of customers. I have significantly developed my skillset and am now in a position dealing with high-risk properties during the coronavirus pandemic.

• Manage a portfolio of customer accounts from default through to the Late-Stage process
• Followed all company policies and procedures to deliver quality work.
• Negotiate re-payment arrangements that satisfactorily repay the debt within time frames and delegation set by bank policies
• Implemented new training programs for staff, leading to higher employee retention rates and better overall performance.

Financial hardship is a team within complex matters, responsible for ensuring that customers experiencing hardship and vulnerable circumstances are managed by mitigating potential risks that could adversely affect the Bank’s reputation and customer relationship.

• Managing customers experiencing financial hardship and vulnerable circumstances, ensuring my approach maintains a high level of professional standard
• Develop and maintain a high-level professional working relationship with key internal customers and peers
• Conducting regular reviews of the sensitive population and provide insights to themes, trends and purpose appropriate steps to offer fair and reasonable financial outcomes