ROUSHEL ROMIK
Warner,QLD
Summary
Experienced and customer-centric leader in the financial sector with a proven track record of enhancing operational performance through team empowerment, training, and inspiration. Recognized for building strong relationships with diverse stakeholders and driving continuous improvement initiatives to increase profitability, improve employee engagement, and enhance customer experiences. Expertise in banking industry with skills in financial analysis, risk management, and customer relationship management. Ready to drive operational excellence and customer satisfaction through strong leadership and adaptability to changing needs.
Overview
12
12
years of professional experience
Work History
Bank Manager
Westpac Australia
04.2025 - 06.2025
Bank Manager
St George Australia
11.2022 - 04.2025
Bank Manager
Westpac Australia
04.2022 - 11.2022
Personal Banker Specialist
Westpac Australia
07.2020 - 04.2022
- - Engaging customers and letting them know that I can help them, including warmly welcoming the customer in a way that makes them feel valued and reassured
- - Collaborate with specialists to meet more complex affluent or business customer needs
- - Ask relevant questions to understand what is driving the customer to quickly and accurately identify and prioritise their needs
- - Utilise the appropriate referral model to identify the appropriate referral pathway for complex or specialist business or wealth and protection needs, ensuring the customer and specialist are informed, creating a seamless customer experience
- - Provide the customer with a tailored solution that meets their unique needs and use your judgement when to seek opportunities to use the Empowerment Model (check, confirm, create) to create a great customer experience
- Key Achievements
- - Promoted to Personal Banker Specialist within 3 months of starting the role and while in probationary period.
Bank Manager
Westpac New Zealand
05.2019 - 11.2019
- - Foster and nurture strong relationships with internal teams, customers, local businesses and brokers
- - Conduct market analysis to determine lending group demographics and lead initiatives
- - Promote attractive products and services to customers while managing enquiries, engagement, and concerns
- - Collaboratively work with the senior management team to develop the operational plan including overseeing the annual budget, controlling expenditure and identifying opportunities to reduce costs.
- - Deliver an efficient, profitability branch operating by leading, empowering and managing the team’s performance in line with the operational objectives
- - Facilitate mentoring, coaching and training sessions to enhance the team's capability to deliver an exceptional customer service experience.
- - Monitor the team’s performance metrics to ensure Home Loans and Term Deposits were organically increasing in line with the strategic priorities.
- - Maintain best work practices by encouraging and enforcing compliance with relevant regulatory requirements (e.g., legislation, guidelines, policies)
- Key Achievements
- - Effectively managed a balanced sheet worth over $360M
- - Significantly grew portfolio revenue by 5.9% which is 0.9% over my KPI
- - Ended FY20 with growth of 7.8% against target of 6%
Bank Manager
Westpac
05.2017 - 05.2019
- - Planned, coordinated and managed the branch’s operations to ensure a customer-focused, compliant operation is always delivered
- - Built strong, trustworthy stakeholder relationships while encouraging engagement, enquiries, collaboration, and partnership opportunities
- - Mentored the team to enhance their capability and take on leadership opportunities
- - Oversaw the provision of projects while managing change to minimise interruption to service delivery
- - Promoted and marketed the branch products and services within the local community (e.g., attending events, networking)
- - Monitored sales performance to identify trends and initiate remediation actions to resolve challenges and issues
- - Prepared and presented several reports to the Head Office including staff performance, branch financial performance and recommendations for improvement
- Key Achievements
- - Significant career progression from initially a Sales Manager to a recognized, enthusiastic Bank Manager
- - Effectively managed a balanced sheet worth over $260M
- - Significantly grew portfolio revenue by 7.2% which is 2.2% over my KPI
- - Supported a Customer Service Representative to obtain a leadership promotion by providing training and guidance
- - Effectively managed two retail branches for three months with a combined Balance sheet of $500M
Sales Manager
Westpac
10.2013 - 05.2017
- - Provided clear direction and leadership to a team of twenty phone lenders including helping the team understand their responsibilities and targets
- - Developed objectives for the team to motivate, empower and drive optimal financial outcomes that exceed KPIs
- - Analysed quantitative data such as sales rate, costs and customer satisfaction score levels to identify trends and opportunities for improvement
- - Maintained a high level of compliance by auditing the teams’ lending files to ensure adherence to lending guidelines
- - Led the provision of several projects to streamline activities, increase efficiencies, mitigate human error and enhance customer experience
- Key Achievements
- - Successfully led a paper-free lending deployment in the Contact Centre and contributed to the removal of any paper lending files
- - Increased customer’s times to approval by over four hours and improved customer satisfaction level by introducing an online processing portal
- - Created 'information hub' in the call centre which significantly reduced the overall call handling time by 100 seconds per call
- - Established a customer-centric and focused environment by leading quality and capability team to redesign the call centre’s call evaluation template
Senior Sales Leader
Westpac
07.2013 - 09.2013
- - Delivered optimal customer service, operational and financial outcomes by coaching and leading a professional team (8 Sales Managers & 96 Indirect FTE)
- - Provided accurate, timely advice to the team regarding inbound, outbound, web chat and video conferring practices
- Key Achievements
- - Reduced average handling time from 709 seconds to 609 seconds over a three month period.
Education
Diploma - Business
Bachelor’s - Business
Skills
- Problem-solving skills
- Cross-functional collaboration
- Strong written communication
- Customer-centric mindset
- Facilitating growth
- Effective motivator
- Effective negotiation skills
- Strong organizational abilities
- Analytical problem solving
- Achievement-driven
- Effective time management
- Forward-looking leader
- Operational productivity
EXPERTISE
- Bank Branch Operations
- Budget Management
- Business Development
- Corporate Compliance
- Customer Experience
- Employee Engagement
- Financial Lending Guidelines
- Local Community Marketing
- Operational Planning
- Sales Management Principles
- Stakeholder Relationships
- Strategic Planning
- Team Leadership
- Training, Coaching & Mentoring
Timeline
Bank Manager
Westpac Australia
04.2025 - 06.2025
Bank Manager
St George Australia
11.2022 - 04.2025
Bank Manager
Westpac Australia
04.2022 - 11.2022
Personal Banker Specialist
Westpac Australia
07.2020 - 04.2022
Bank Manager
Westpac New Zealand
05.2019 - 11.2019
Bank Manager
Westpac
05.2017 - 05.2019
Sales Manager
Westpac
10.2013 - 05.2017
Senior Sales Leader
Westpac
07.2013 - 09.2013
Bachelor’s - Business
Diploma - Business
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