Lakshan Fernando

• Leadership Excellence: Member of Front Office Leadership Team at North AMP. Demonstrated leadership by stepping into the team manager role when required. Undergoing leadership training via the emerging leaders program. Further leadership building experience being in the Quality Coach role for premium adviser teams.
• Industry Expertise: 3+ years In-depth experience in superannuation industry, Working with financial planners, business development managers and adviser practise staff to deliver training, uplift quality and resolve issues ensuring high quality customer experience.
• Team Leadership: Training and Coaching team members to achieve service levels and quality standards. i.e. calls/web chats answered within service levels, average handling time, quality score, post call survey score. Developed a comprehensive training plan to uplift knowledge and competency of team members. Maintained updated knowledge through continuing education and advanced training.
• Regulatory Compliance: Graduate Diploma in Financial Planning. Understanding of regulatory requirements such as RG 146 qualification. Maintained compliance and risks specifications and quality assurance practices.
• Financial Knowledge: Strong background in financial planning and superannuation, equipped to provide informed guidance and support to clients and team members. Experienced with WRAP platform products and services. Diverse range of investment options and products.
• Interpersonal Skills: Excellent communication skills to interact with stakeholders at all levels, build relationships, and convey information effectively.
• Stakeholder Management: Worked successfully with diverse group of internal and external teams to accomplish goals and address issues related to North platform products and services. Working with back office administration team to escalate and process withdrawal/rollover requests. Provided support with reporting tasks. i.e ATO balance and redemption reporting, Centerlink schedule
• Technical Skills: Experience with platform systems and functionality. CRMs, Web and Mobile applications, Microsoft sharepoint
• Subject Matter Expertise: Provided SME support to the team about platform product and services, Managed help desk model and reduced inbound calls via quality and coaching opportunities. Took initiatives to implement work processes to manage technical issues, ticket escalation process, developing visual data representation reports
• Strategic Thinking: Capacity to develop and implement workforce planning strategies to optimize team performance, reduce client wait times, and enhance overall service delivery.
• Flexibility: Willingness to work on-site Monday through Friday during core team hours, preferred two days work from home due to family commitments.
  
  
  
  
  

• Strong experience with North platform and product knowledge to assist adviser practices and business development officers and managers to diagnose and resolve complex tasks and issues relating to platform
  products, North Online, registry and other integrated systems.
• Developed North web chat training guide for Hub team and completed 2 induction batches for North web chats. Strong in sharing knowledge and well capable to train/coach other consultants/team members
• Fully trained to performing $ and non-$ tasks, in house processing for North platinum platform and train
  other consultants
• Fully trained with North KYC requirements
• Strong in self learning and up-skill by using in-house training materials (i.e., CKB, iperform)
• Strong in team building and leadership skills
  Received strong positive feedback about work delivered from adviser practices, business development officers and business development managers
• contribute to team success by high quality service to North platform operations

Special achievements

• Recognition of the week by the management award and recognition program June 2022
• Recognized for best net prompter score (NPS) results program June 2022

• Directly dealing with clients face-to-face, over the phone or video conferencing
• Experienced in choosing suitable home loan product as per client's financial situation
• Strong presentation and communication of information to customers
• Good financial industry knowledge: lenders and borrowers, systems and processors.
• Strong knowledge about customer financial situations and credit requirements
• Good knowledge about lender policies and credit scenarios
  Liaise with lenders and third party agents to arrange home loans to initial submission to approval
• Adhere to NCCP guidelines and ASIC lending compliance requirements: responsible lending, suitability of
  home loans, Privacy Act and AML/CTF
• Working as a authorized credit representative for Mortgage Australia, AFG as the aggregator

• Managed services – working with clients providing application support & maintenance services to over the
  phone and video conferencing
• Communication - Log into conference calls hosted by local & British client to discuss system issues &
  propose workarounds & resolutions.
• Working with virtualization technologies such as Citrix to login & work in remote servers & applications. Communicate among different teams to gather knowledge to perform daily
  tasks & project activities.
• Performing knowledge transfer activities Incident management - Accepts & investigates cases raised by users & systems for various issues, adhering to agreed SLA standards. Escalating incidents to other back-ends or development teams depending on the
  nature of the issue.
• Problem management – Contribute to identify root cause of a problem & implement best possible solutions
  in minimal impact to business
  

• Project management: worked on projects to upgrade internet banking and mobile banking systems
• Worked with internal banking systems and users. Identify and escalate system and process issues.
• Worked at bank's information technology department to resolve issues with banking systems and work processors.
  Banking systems included: payment card system, mobile banking system, corporate customer online banking system
• Worked with business banking systems. Finance reporting and data collection
• Worked with bank's internal audit department to secure banking systems
• Strong experience in SQL ( Standard Query Language) to identify and diagnose production system data
  issues and to generate reports

• Worked in capacity of a banking executive at the bank's internal information technology department
• Receive, identify and resolve internal and external customer requests and issues relating to online banking
  system and ATM card management system
• Worked with customer data management and transaction systems, SQL queries and reporting
• Produce reports to management using transactional databases
• worked with Oracle databases and backup systems