Michelle Skilton

Lead: Security in Order - Business and Private Banking

• Engage with and role model a strong company culture by fostering collaboration among team members and recognising individual achievements.
• Incorporated best practices in service delivery management into daily routines, resulting in better decision making.
• Provided ongoing support to direct reports, addressing concerns or questions promptly so they could remain focused on their tasks.
• Manage leave requests and absences and arranged cover to facilitate smooth flow of operations.
• Monitor time and attendance, enforcing compliance with company procedures relating to absenteeism.
• Evaluate staff performance and provide coaching to address inefficiencies.
• Helped meet changing demands by recommending improvements to business systems or procedures.
• Streamlined operations by identifying areas for improvement in service delivery and implementing necessary changes.
• Implemented training programs to enhance the skill set of the team members, improving overall service quality. E.g onboarding NAB India Security in order team for Docless tasks
• Empowered team members by delegating responsibilities according to individual strengths and areas of expertise.
• Managing Risk and Compliance to keep both customers and bank safe from fraud.
• Leading the team to get customers to settlement on time every time.

• During Covid I started as 1 of 3 other Branch Managers running Customer requested Callbacks with Nab,com.au
• By end of 2020 I was the sole lead running this programme including all the Training/Support/Reporting for this programme - My sessions via zoom would have anywhere from 15 -60 people in it to learn how to use NUW, the Zoom phone and then provide ongoing support.
• Commissioned all systems personally and had all levels of staff including executives sit in to view this session.
• Reporting manually completed daily on queues, calls made (and by whom) and converse directly with Executive team a to how we would manage to change the plan to improve outcomes when requests were large.
• Additionally ran my George Street Branch remotely at the same time.
• Optimized team performance through effective communication, training, and leadership techniques.
• Spearheaded the successful completion of complex project through effective risk management and mitigation strategies.
• Collaborated with cross-functional teams to ensure seamless execution of project milestones and deliverables.
• Drove continuous improvement efforts within the organization by analyzing performance metrics and implementing actionable insights gained from data analysis.

• Leadership and Development of highly engaged teams through use of the Inspire Framework
• Coaching and development of team members, providing support to enable them to provide the right outcomes for our customers
• Lift and maintain strong risk compliance through training and development of Branch Team
• Change Manager of staff via analysis of performance, and developed improvement plans. Inspired and coached through large organisational change in Retail.
• Facilitate Meetings
• Interviewed and hired talented individuals with top level strengths, improving organisational skillset training of new employees
• Provided ongoing training and coaching to all staff members for current role requirements and future career development
• Responsible for in branch merchandising and marketing to help promote company vision and local promotions
• Handled accreditation of new team members, organization of employee files and workplace counselling for performance improvement when required.
• Improved customer satisfaction ratings by enhancing service quality and resolving client issues promptly. Maintained Friendly and Professional customer interactions.
• Continuously monitored branch performance against key performance indicators, taking corrective actions as needed to ensure objectives were met or exceeded.
• Collaborated with senior leadership on strategic planning initiatives to align branch objectives with corporate goals.
• Complied with regulatory guidelines and requirements.
• Implemented risk management strategies to minimize potential losses while maintaining a healthy balance between risk and return on investments.
• Strong community engagement within Redlands area

• Provided optimal assistance to the Branch Manager to lift performance measures achieved through implementation of calling program, regular coaching and follow up of team
• Handled a variety of tasks including formulation of rosters for the Bayside relief team on a weekly basis, and prepared the following week's agenda for all staff to ensure that expectations were clear
• Assisted with recruitment and training of new employees, while also monitoring the productivity of current employees
• Worked to ensure a neat and attractive sales environment, and assisted in the setup of visual displays
• Handled accreditation of new team members, organization of employee files and assisted with workplace counseling for performance improvement when required.
• Supported the Branch Manager with daily tasks, ensuring smooth branch functioning and effective communication amongst team members.
• Trained and developed new team members in alignment with branch service standards and objectives.

• Commission of Lambton Quay's new branch premises, liaising with Head Office and Tradesmen helping to facilitate testing of new equipment in order to ensure opening day was smooth and successful
• Assisted in the permanent closure of Wellington Branch providing support to current staff for relocation and ensuring this was a positive experience for current customers
• Change Management - Integration of staff from two branches into one and building a new team
• Providing training and support for staff on technology introduced into new concept branch
• Manage the performance and development of direct reports' 10 CSRs, 3 Personal Bankers
• Customer Service Excellence, Monitor & Improve Customer Service standards
• Empowered my team to take ownership of our business, imparting an understanding to differentiate on service and consistency in our approach to retain our clients and gain them through word of mouth
• Relieved as Branch Manager (Upper Hutt and North City Porirua)
• Facilitate training meetings, providing one on one coaching and assistance when required
• Acting Branch Manager when required and responsible for the performance of the Branch Team
• Manager of operational requirements and mitigating operational business risk in all areas of branch including credit, health and safety, compliance, security and fraud
• Residential lending
• Current CAA (Credit approval Authority) held
• SME (Small Medium Enterprise) CAA held.

• Leadership and Development of branch team through use of the Cohen Brown 10 Step Leadership Model
• Change Manager of staff via analysis of performance, execution of performance plans with formal coaching to improve or remove.
• Continuously monitored branch performance against key performance indicators, taking corrective actions as needed to ensure objectives were met or exceeded.
• Accountability for the financial performance of Branch Profit and Loss, Asset and Liability Book. Through dedicated sales leadership and quality client retention the overall branch balance sheet has increased 300%
• Promoting Kilbirnie Branch as a brand New Branch and introducing ASB to the eastern Suburbs or Wellington. Key Ambassador for the ASB Sports Centre.
• Recruitment, training and development of all staff, Sports coaching plans in place for all staff. Being part of new branch in a new community, getting up close, observing and skill building is paramount to our success,
• Acquisition of new business through local Schools - supporting our School Account Managers by assisting in meeting with local principals and presenting ASB;s proposition.

• Managed large High Net Worth portfolio with over 250 Customer groups
• Goal was client satisfaction and retention strategy with a high degree of confidentiality and customer engagement required
• Had an exceptionally stable book with highly satisfied customers.
• Developed and cultivated lucrative relationships with both new and existing clients through effective communication and exemplary interpersonal skills.
• Served as a trusted advisor for clients during periods of market volatility or uncertainty, providing reassurance and stability.
• Built relationships with customers and community to establish long-term business growth.
• Provided exceptional customer service through timely follow-ups, proactive problem-solving, and genuine empathy towards clients'' needs.
• Conducted thorough client assessments to identify needs, preferences, and potential opportunities.
• Monitored customer feedback and generated reports to identify areas of improvement.
• Engaged in product training, demonstrations, consumer awareness, branding, and acquisition initiatives to raise awareness and revenues.

Responsibility was mortgage lending and general day to day customer service requirements meeting needs in insurances, credit cards, and accounts

Additionally coaching and managing brokers to ensure quality of applications provided to the branch were of required standard and within the service level agreement by ensuring our Broker team were kept up to date with the current products and promotions.

• Front of house for ASB Johnsonville assisting customers with day to day banking requirements ranging from basic transactions through to more complex account management inquiries, credit card or overdraft applications in addition to home lending application recommendations provided to personal bankers in absence of personal approval authorities
• Several 100% Mystery Shopper Service awards held.
• Enhanced customer satisfaction by efficiently addressing and resolving their inquiries and concerns.
• Helped large volume of customers every day with positive attitude and focus on customer satisfaction.