Summary
Overview
Work History
Skills
Timeline
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Michelle Tan

Rivervale,WA

Summary

I have held a leadership position within the Finance Settlement area over the last three years, currently as acting Senior Manager of Finance Settlements. In this time, I have displayed that I am reliable, adaptable, approachable and focused on our objective. I have led three different teams across Finance Settlements and this showcases my ability to build trusting relationships which in turn improves customer experiences with a focus on our business goals and overall improved outcomes. These core values have supported in achieving KPI's and delivering exceptional customer service to customers and stakeholders.

Overview

7
7
years of professional experience

Work History

Senior Manager - Acting

CBA
04.2025 - Current
  • Responsible for over 80 reports – including adherence to workforce resourcing requirements, service level agreements and agreed customer outcomes
  • Maintain compliance with established internal controls and policies
  • Executing financial planning to ensure adherence to budget
  • Collaborate with other departments to optimize cross-functional processes and achieve shared customer outcomes
  • Manage risk reporting, adherence and mitigation across multiple functions
  • Managing all aspects of line management; Training and Development, Performance Plans and Reviews

Team Manager

CBA
02.2022 - 03.2025
  • Led employee relations through effective communication, coaching, training, and development.
  • Boosted employee satisfaction through regular performance reviews, constructive feedback, and personal development plans.
  • Enhanced team productivity by implementing efficient task delegation and time management strategies.
  • Fostered culture of continuous improvement, encouraging team members to pursue professional development opportunities.
  • Streamlined communication within team, ensuring all members were aligned with team and business goals.
  • Defined clear targets and objectives and communicated to other team members.
  • Established clear performance metrics, enabling transparent evaluation of individuals progress.

Team Leader

Pioneer Credit Solutions
05.2018 - 02.2022
  • Leading, coaching, motivating and developing team members to achieve business, team and individual goals whilst exceeding customer expectations.
  • Creating a positive team environment, setting clear expectations and providing continuous coaching and feedback to enhance all team members capabilities
  • Ensuring team and individual performance indicators (KPI’s) are met. This is done through liaising with senior account managers and team members to optimize team performance.
  • Adhering to Pioneer Credit’s Quality, Compliance and Reporting guidelines, process and procedures
  • Addressing team members’ non-performance through regular monitoring of reporting and managing quality through regular call audits.
  • Supporting Operations Manager with change management processes to ensure change is embraced by the team.
  • Keeping abreast of industry trends and best practices; participating in training and keeping up to date with all business updates and changes.

Skills

  • Team leadership and collaboration
  • Team member coaching
  • Complaint resolution
  • Quality assurance
  • Problem-solving skills
  • Performance improvement
  • Verbal and written communication
  • Operations planning
  • Resource allocation
  • Budget oversight

Timeline

Senior Manager - Acting

CBA
04.2025 - Current

Team Manager

CBA
02.2022 - 03.2025

Team Leader

Pioneer Credit Solutions
05.2018 - 02.2022

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Michelle Tan