Nicola Cameron
Richmond,SA
Summary
Results-driven and dynamic Team Manager with a strong track record of success in the Financial Services industry. A motivated leader with exceptional organisational and prioritisation skills. Expertise includes inspirational leadership, achieving company objectives, and fostering an engaged workforce that consistently exceeds expectations.
Overview
18
18
years of professional experience
Work History
Engagement and Performance Manager - National
AusHealth
10.2024 - Current
- Improved team performance by implementing new KPI tracking systems and providing regular feedback.
- Conducted thorough assessments of employee performance, identifying strengths and areas for growth
- Implemented customized coaching plans for individual team members, empowering them to reach their full potential.
- Provided high level guidance and expertise to management in building a culture where employees feel valued
- Responsible for the induction and training all new staff members, ensuring they were supported throughout their onboarding journey
- Created and established new job positions to support business growth.
- Coached employees through performance improvement plans to help achieve their KPI's
Account Recovery Manager - SA
AusHealth
08.2021 - 10.2024
- Oversaw recoveries in compliance with Debt Collection Guidelines and Australian Consumer Law
- Managed a team of patient liaison officer's, ensuring they were compliant in all areas of patient visits and IFC procedures.
- Implemented system improvements and procedures to maximise operation efficiency
- Responsible for generating monthly outstanding collection, aging and reconciliation reports
- Cross-trained existing employees to maximize team agility and performance
- Coached team members in customer service techniques, providing feedback and encouragement toward reaching kpi's
- Trained new team members on skip tracing and other techniques to locate debtors
- Monitored accounts for compliance with established payment plans and flagged non-compliances
- Liaised with clients, hosting monthly meetings
- Allocate tasks and prepare rosters at the beginning of each month in accordance with client and business requirements
Team Manager
Lloyds Banking Group
03.2013 - 10.2019
- Company Overview: Lloyds Banking Group is a financial services company based in the UK
- Lead and motivate a team of senior lending advisors to deliver Balance Scorecard objectives
- Coach and develop a high performing team to meet individual and departmental scorecard objectives
- Set clear expectations of team to achieve objectives by having meaningful conversations and analysing customers’ accounts to increase financial portfolio with the group and ensure all their financial needs are met
- Oversee management of department on weekend and evening shifts
- Managing cross-functional teams, including Digital Banking, Phonebank, Lending and Wealth
- Ensure team are compliant with all legislative and regulatory requirements including standards and reporting requirements in order to reduce commercial risk, personal risk and operational loss
- Planning quarterly business strategies
- Managing attendance and following internal HR procedures where appropriate
- Handling complex disciplinary cases in line with HR policy and procedures
- Lloyds Banking Group is a financial services company based in the UK
Sales advisor
Lloyds Banking Group
06.2007 - 03.2013
- Company Overview: Lloyds Banking Group is a financial services company based in the UK
- Creating genuine rapport with customers and gaining an understanding of their needs to provide relevant and exceptional customer service
- Effectively use information available during each customer call to ensure the products they hold and services they access continue to support their financial journey
- Recommending products and services that create real value for customers
- Ensuring all customers are dealt with in accordance to compliance and regulatory compliance which aim to protect our customers as well as the reputation of Lloyds Banking Group
- Regularly reviewing own performance against business objectives and taking personal responsibility for self-development by address any knowledge or skills gaps
- Acting as a positive ambassador and role model for Lloyds Banking Group, doing the right thing for customers and the business, applying 'treating customers fairly' principles into all activities, always acting with honesty and integrity
- Lloyds Banking Group is a financial services company based in the UK
Education
SQV level 3 - providing financial services
Lloyds Banking Group
Glasgow City, Scotland02.2015
Skills
- Motivational
- Ability to work under pressure
- Leadership
- Conflict resolution
- Resilience
- Analytical
- Performance analysis
- Strategic thinking
- Coaching and mentoring
- Change management
Timeline
Engagement and Performance Manager - National
AusHealth
10.2024 - Current
Account Recovery Manager - SA
AusHealth
08.2021 - 10.2024
Team Manager
Lloyds Banking Group
03.2013 - 10.2019
Sales advisor
Lloyds Banking Group
06.2007 - 03.2013
SQV level 3 - providing financial services
Lloyds Banking Group
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