Nicole Burke
Oran Park,Sydney
Summary
Driven professional with extensive experience in risk management and compliance, adept at ensuring facility safety through effective communication and monitoring strategies. Proven ability to lead teams and build relationships, supporting a diverse and inclusive correctional environment. Passionate about contributing to community safety and offender improvement.
Overview
9
9
years of professional experience
Work History
Governance Analyst
Macquarie Bank
Sydney
05.2022 - Current
- Manage projects to implement risk changes, enhancing compliance and reducing incidents.
- Monitor regulations, offering insights to senior stakeholders, improving risk awareness.
- Report operational and privacy incidents, ensuring timely stakeholder communication.
- Develop training programs to embed changes, fostering a robust risk culture.
- Collaborate with stakeholders to align programs with strategic business needs.
- Coordinated with cross-functional teams to implement governance policies, ensuring alignment and fostering a culture of accountability across departments.
- Provided training sessions on governance best practices, empowering team members and promoting a unified approach to compliance.
- Developed a digital dashboard for real-time compliance monitoring, enhancing visibility and enabling proactive management of governance issues.
Client Care Manager
Macquarie Bank
Sydney
10.2018 - 05.2022
- Managed client requests, ensuring timely completion and adherence to service levels.
- Escalated urgent issues promptly to minimise client impact and maintain satisfaction.
- Handled client complaints, including those from vulnerable clients, with care and professionalism.
- Processed client agreements and confirmations swiftly post-resolution.
- Reported potential incidents following established protocols.
- Applied knowledge of NCCP, ASIC, and AFSA guidelines, ensuring compliance with privacy policies.
- Analysed client feedback to identify service gaps, implementing targeted strategies that resulted in noticeable improvements in service delivery.
- Built strong relationships with clients through active listening and tailored support, enhancing trust and long-term partnerships.
- Streamlined complaint resolution processes, leading to substantial improvements in client satisfaction and reduced escalation rates.
- Coordinated with cross-functional teams to address urgent client issues, ensuring timely resolutions and maintaining high service levels.
Senior Associate - Loss Recoveries
Macquarie Bank
Sydney
12.2016 - 10.2018
- Coordinated with legal teams to resolve disputes, fostering teamwork that resulted in quicker settlements and minimized litigation costs.
- Maintained accurate records of recovery efforts and outcomes, ensuring compliance with regulatory standards and enhancing reporting accuracy.
- Provided mentorship to junior associates, cultivating a knowledge-sharing environment that improved team performance and morale.
- Orchestrated cross-functional meetings with legal teams, enhancing communication and resulting in improved settlement timelines.
- Led strategic discussions with stakeholders to identify key recovery opportunities, driving substantial improvements in overall recovery rates.
- Streamlined case management processes, reducing resolution times and enhancing client satisfaction through efficient resource allocation.
Portfolio Manager
Macquarie Bank
Sydney
01.2016 - 12.2016
- Reduced overdue accounts, enhancing cash flow and compliance.
- Supported clients in financial distress, boosting retention.
- Executed asset repossessions, maintaining contract standards.
- Directed unviable accounts to recovery, refining resource use.
- Coordinated team tasks, improving operational efficiency.
- Fostered strong relationships with clients, ensuring tailored investment strategies that aligned with their financial goals and risk tolerance.
- Cultivated a client-centric approach, actively listening to feedback to enhance service delivery and strengthen client trust.
Education
Higher School Certificate 2006 -
Holsworthy High School
Sydney, NSWSkills
- Behavioral Analysis
- Effective Communication (Experienced)
- Search Procedures
- Team Environment (Experienced)
COURSES
Raise Youth Mentor Programme - January 2022
I participated in a Youth Mentor Programme through my current employer. The programme was designed to build relationships, improve inter-personal skills, enhance self-esteem and self-confidence, encourage positive behaviour and performance at home and at school.
Timeline
Governance Analyst
Macquarie Bank
05.2022 - Current
Client Care Manager
Macquarie Bank
10.2018 - 05.2022
Senior Associate - Loss Recoveries
Macquarie Bank
12.2016 - 10.2018
Portfolio Manager
Macquarie Bank
01.2016 - 12.2016
Higher School Certificate 2006 -
Holsworthy High School