Pauline Chan-Auna
Melbourne,VIC
Summary
Accomplished Business Manager with vast experience working for the top 4 major banks of Australia and the Pacific. Have 24 years of experience in the financial industry in various areas of Operations, Retail, Finance, Commercial Banking, Credit Administration and Asset Management Unit with 19 years experience in Business Banking and Credit and Lending Administration.
Overview
27
27
years of professional experience
Work History
Business Banker
Commonwealth Bank Australia
12.2023 - Current
- Provided expert guidance on business financing options, supporting small business customers
- Conducted comprehensive financial analysis to identify opportunities for business expansion
- Sales Growth Strategy focusing in growing the lending portfolio
- Provide Training to Branch Staff regarding Business Lending Products - Asset Finance, Working Capital Products, Business Lending Products.
- Networking with Brokers and Business Professionals to expand networks and referral sources
- Enhanced customer retention through building strong relationships and addressing concerns promptly.
- Build and deepened productive relationships with existing and prospective West Melbourne to drive sustained growth.
Business Banker
National Australia Bank
04.2018 - 04.2023
- Managing lending and product requests for small business customers.
- Provide expertise and insights about business options to clients.
- Phone based conversations with clients and working within a team performing credit analysis.
- Assessing economic value and risk potential of new business to NAB.
- Managed a Portfolio of business clients and provide support during good economic seasons as well as tough times during Covid.
- Analysed financial statements to assess creditworthiness and risk factors.
Senior Commercial Analyst
Westpac Bank
09.2016 - 03.2017
- Assess and write credit submissions in Mid-Market with business funding > $3M-$15M.
- Cashflow analysis and assessment.
- Identify new business and referral opportunities.
- Risk management-working with Business clients to ensure loan structure and facilities align to their business cycle.
- Facilitate client meetings to ensure bank specialists in other departments (Wealth, Insurance, Transactions and Financial Markets) can add value to the client's financial situation.
Business Manager (Business on Demand)
Westpac Bank
09.2013 - 09.2016
- Part of a team that looked after 14,000 clients across New Zealand.
- Grow the asset book by providing personalised service to business clients across different industries.
- Assess and analyse funding requirements for Small Business customers
- Building stronger relationships with SME sector which forms majority of New Zealand businesses.
- Ensure robust procedures are followed and compliance requirements are being adhered to.
Business Manager
Westpac Bank
11.2011 - 09.2013
- Managed a portfolio of 100+ clients, small to medium businesses with total assets $44m, Liabilities $23m.
- A trusted advisor to the customer providing financial suite of products to meet their business requirements.
- Provide coaching and training to my business analyst.
- A good understanding of the industrial sectors in New Zealand.
- Risk Management - ensure quality business is acquired from the opposition.
- Strong networking skills built from prospecting and working with professionals.
Business Banking Analyst (Mid-Market)
Westpac Bank
04.2010 - 11.2011
- Worked closely and support the Commercial Manager Mid-Market in writing credit submissions.
- Nominated to the Annual Westpac Northern Awards as a contender in the category of “Innovation”. Rolled out a new way of measuring portfolio success that would assist Business.
Managers to reduce costs within their portfolio with substantial cost savings to the bank. - Risk Management Review and Compliance requirements met.
- Quality submissions of quarterly monitoring reports which resulted in no adverse actions in the portfolio.
- Excellent operational support by ensuring clients administration and credit needs are met.
- Enhanced client satisfaction by providing comprehensive financial analyses and strategic recommendations.
- Participated in client meetings to discuss financial analysis and investment strategies.
Manager Asset Management Unit
ANZ Bank
02.2009 - 02.2010
- Managed a team of 10 employees.
- Managed a portfolio of commercial and corporate lending accounts maximizing recovery income to the bank by negotiation, enforcement of security documentation or other legal action.
- Outstanding results for country delinquency ratios from keeping it it at 1% more or less of the overall country portfolio.
- Improvement in processes by structuring roles and responsibilities of the collections team.
- Excellent return to the business as economic loss provisions reduced due to upgrading non-accrual loans to accrual.
- Improved overall collections efficiency by implementing strategic collection plans and processes.
- Managed a diverse portfolio of accounts to optimize collection efforts and minimize losses.
- Established strong relationships with customers, fostering open communication channels for effective debt resolution.
Head of Retail
ANZ Bank
01.2007 - 02.2009
- Managed the Retail Department of 40+ employees, comprised of two large Braches, Mobile Bank vans and remote Branches.
- Focused on Deposit growth and developed successful campaigns to attract new customers and retain existing ones.
- Oversaw daily operations, ensuring smooth functioning of all Retail banking department.
- Enhanced customer satisfaction through exceptional service and staff training programs.
- Launched new products successfully by coordinating targeted marketing efforts, employee training sessions, and in-bank promotions.
- Improved branch efficiency by analyzing workflow patterns, identifying bottlenecks, and implementing process improvements accordingly.
- Maximized overall department performance by consistently monitoring and analyzing key performance indicators to identify areas for improvement.
- Implemented effective risk management practices to minimize losses due to fraud or operational errors.
- Motivate employees to deliver exceptional service by creating a positive, supportive work environment that fosters teamwork and collaboration.
- Managed daily branch operations, ensuring compliance with Bank policies, procedures, and federal regulatory requirements.
Relationship Manager
ANZ Bank
06.2004 - 01.2007
- Managed 2 employees.
- Portfolio Management of business clients. Commercial book was USD $20m.
- Grew loan book by 30% in commercial portfolio.
- Acquired prominent customers from competitor.
- Provided positive interest net earnings to the business.
- Increased customers share of wallet by cross selling products.
- Being a trusted advisor to businesses and advising on ways to improve their working capital cycle and looking at facilities that meet business requirements.
Manager Collections & Lending Administration
ANZ Bank
03.2003 - 05.2004
- Managed a team of 8 employees.
- Portfolio Management of all accounts with arrears at 30 days past due to non-accruals and legal action.
- Had minimum loan arrears in the history of America Samoa Bank in 2004 with less than 1% arrears for a $100m asset book.
- Provide targeted training to staff who have now moved to senior roles in the bank.
- Recovered charged off debt of $300k by having two teams competing to recover debt that has been written off.
- Reporting requirements on monthly, quarterly half yearly to Australia.
- Administering Staff Lending Policy and exercising or recommending appropriate credit decisions on proposals.
- Training/coaching and monitoring the team to affect successful minimisation of arrears.
Manager Operations Support
ANZ Bank (Pacific & Personal Banking Asia)
05.2001 - 11.2002
- Provide Operational support to 12 Pacific Countries.
- Business Process Re-engineering - Part of the project team in assessing and standardising processes in the business units.
- Presentation to ANZ Group CEO John McFarlane and board members on development of Pacific people and localising senior roles in country.
- Part of the project team that rolled out the Continuous Improvement Program to Pacific countries.
- Assess business project proposals related to acquiring new products and investment opportunities in the country, such as new ATM installations or process or Product Implementations.
- Short term assignment to the Solomon Islands business unit.
- Short term assignment to 55 Collins street branch Melbourne.
Assistant to Chief Operating Officer/Senior Finance Officer
ANZ Bank
01.2000 - 04.2001
- Assist in reviewing and monitoring major Bank project milestones, deadlines.
- Conduct Business Process Reengineering.
- Insurance Champion.
- Conduct Operational Audits.
- Control and follow up on bank departmental action plans.
Assistant Internal Auditor/Credit Management Officer
Telecom Samoa
01.1999 - 01.2000
- Assist the Internal Auditor in carrying out department audits.
- Submit reports based on the audit carried out for the different divisions of the department such as Postal, Customer Services and Finance.
- Conducted spot checks for the business to ensure compliance with policies and procedures.
- Update policies and create new ones for the company if there is none established prior.
- Evaluated the effectiveness of internal controls within various departments, leading to improved risk management practices.
Education
Postgraduate Diploma Business Administration -
University of Auckland
Auckland, New Zealand05-2017
Diploma -
Graduate School of Banking
Colorado, USA07-2006
Bachelor of Arts - Business Studies
University of The South Pacific
Suva, Fiji12-1998
Skills
- Leadership & Management
- Sales Management
- Financial management
- Credit Assessment and Analysis
- Project and Change Management
- Communication and Negotiation
- Risk Management
- Strategic Planning
Other Experiences & Training
EXPERIENCES
- Risk Management Committee.
- Relieving roles - Chief Operating Officer for American Samoa Nov & Dec 2009.
- ALCO Committee.
- Board Meetings.
- Pacific Country Heads Conference (ANZ), Vanuatu 2001.
TRAININGS
Financial Analysis
- Financial and Cashflow Analysis – Basic and Advanced (Westpac).
- Qualified Career in Banking (FINSIA), Australia 2022
- Risk Management and Debt Structuring ANZ - Sydney Australia, June 2009.
- Consumer Lending Training - American Samoa 2004.
- Retail Lenders Certificate – American Samoa 2004.
Project Management
- Continuous Improvement Program Project.
- Change Management Project “CBS” i.e. Commercial Banking System.
- Mobile Banking Project.
- Remote Branches Project.
- Small Loans Program Project.
- Pacific Country Heads Conference Project.
Leadership and Management
- Lead the Way Program – Westpac 2012.
- Talent Program (4 years) - Melbourne Australia 2000-2004.
- Leadership Training “Learning to Lead Training” - Apia Samoa 2002.
- Train the Trainer Course (Australian Institute of Management) 2002.
Communication and Negotiation
- Negotiation Skills Course – New Zealand 2012.
- Communicating with Diplomacy & Professionalism - Melbourne, Australia 2001.
- Perform, Grow, Breakout Course - Melbourne, Australia 2001.
- Handling Crucial Conversations Course – (Boulder, Colorado.
Sales & Customer Service
- Sales skills Training – Nadi Fiji 2005.
- One Way Sales – American Samoa 2005.
- Adding Value to Customers (Rogen) New Zealand 2012.
Networking
- Liaise with 12 Pacific countries and providing operational support.
- Assist with coordinating the Pacific Talent Program.
- Liaise with key professionals in the business in New Zealand.
- Communication and Networking with CEOs, Advisory Board Members, FDIC Auditors.
Timeline
Business Banker
Commonwealth Bank Australia
12.2023 - Current
Business Banker
National Australia Bank
04.2018 - 04.2023
Senior Commercial Analyst
Westpac Bank
09.2016 - 03.2017
Business Manager (Business on Demand)
Westpac Bank
09.2013 - 09.2016
Business Manager
Westpac Bank
11.2011 - 09.2013
Business Banking Analyst (Mid-Market)
Westpac Bank
04.2010 - 11.2011
Manager Asset Management Unit
ANZ Bank
02.2009 - 02.2010
Head of Retail
ANZ Bank
01.2007 - 02.2009
Relationship Manager
ANZ Bank
06.2004 - 01.2007
Manager Collections & Lending Administration
ANZ Bank
03.2003 - 05.2004
Manager Operations Support
ANZ Bank (Pacific & Personal Banking Asia)
05.2001 - 11.2002
Assistant to Chief Operating Officer/Senior Finance Officer
ANZ Bank
01.2000 - 04.2001
Assistant Internal Auditor/Credit Management Officer
Telecom Samoa
01.1999 - 01.2000
Postgraduate Diploma Business Administration -
University of Auckland
Diploma -
Graduate School of Banking
Bachelor of Arts - Business Studies
University of The South Pacific