Structured Query Language
Samuel VandenHurk
Manager
Brisbane
Summary
Accomplished and results-driven manager with extensive expertise in the banking and finance sector. Proven track record of leadership, risk management, change management, and data extraction, creation, and analysis. Skilled in driving strategic initiatives and delivering results within high-pressure environments and tight deadlines.
Overview
19
19
years of professional experience
3
3
years of post-secondary education
3
3
Certifications
Work History
Risk & Compliance Advisor
Suncorp Bank
05.2023 - Current
- Enhanced regulatory compliance by developing and implementing comprehensive policies and procedures.
- Management and completion of high risk incidents relating to all manner of risk profiles
- Collaborated with legal counsel on complex or high-risk matters, ensuring alignment between compliance efforts and broader legal strategies.
- Maintained up-to-date knowledge of applicable laws and regulations, ensuring accurate guidance for organizational decision making.
- Conducted regular reviews of existing controls, identifying opportunities for enhancement or realignment with changing business needs.
- Collaborated with cross-functional teams to develop effective risk management strategies, resulting in more secure operational environment.
Manager - Customers Experiencing Vulnerability
Suncorp Bank
09.2022 - 05.2023
- Conducted training and mentored team members to promote productivity, accuracy and commitment to customer service.
- Established and monitored customer service standards by employing recognized and comprehensive benchmarks.
- Responded to disruptive events using crisis management techniques to offer corrective solutions and maximize customer satisfaction.
- Led process improvement and problem-solving efforts to create standard procedures and escalation policies.
- Employed comprehensive benchmarks to establish and monitor banking/service standards.
- Led and executed customer support team strategy to reach company support goals.
- Cultivated long-term relationships with vendors by developing cost-effective methods.
- Completed performance evaluations and rectified issues to service clients and more effectively meet KPI's.
- Effectively managed 3 Team Leaders with teams of up to 5 each
Manager - Risk & Data Analytics
Suncorp Bank
08.2019 - 09.2022
- Coordinate and implement new initiatives for a small, specialised business unit.
- Provide accurate and timely data analytics along with data analysis.
- Creation and maintenance of reports, workflow systems and dashboards.
- Manage risk and compliance to a high degree including quality assurance practices.
- Demonstrate sound risk practices through the timely and accurate management of incidents.
- Lead a small team to achieve the goals of the business unit and support the teams within.
- Organise and assist with strategic change management.
Team Leader - High Risk Portfolio
Suncorp Bank
01.2019 - 08.2019
- Lead a team of 10 staff to ensure appropriate risk management strategies are implemented for retail banking facilities in active default.
- Ensure appropriate training and feedback is provided to staff to support and development them.
- Drive reduction of non performing loans.
- Conducted training and mentored team members to promote productivity.
- Ensure accurate data quality standards are upheld.
- Practice efficient time management of past due facilities.
- Ensure strict adherence with relevant legislation and guidelines.
- Uphold banking policies and procedures.
Team Leader - Existing Customer Variations
Suncorp Bank
10.2018 - 01.2019
- Lead a team of 10 staff to timely and accurately process variations to existing Suncorp retail facilities.
- Ensure appropriate training and feedback is provided to staff to support development.
- Adherence of customer deadlines to drive customer satisfaction.
- Ensure strict adherence with relevant legislation and guidelines.
- Uphold banking policies and procedures.
Team Leader - Contact Centre
Suncorp Bank
05.2016 - 10.2018
- Lead a team of 16 staff in effective management of retail facilities that are in active default before past due classification.
- Ensure appropriate training and feedback is provided to staff to support development.
- Workflow control through manual and automated systems in a blended environment.
- Manage risk appropriately in a high paced operational contact centre.
- Ensure strict adherence with relevant legislation and guidelines.
- Uphold banking policies and procedures.
2IC - Team Leader Financial Hardship
Suncorp Bank
06.2015 - 10.2016
- Directly support staff members across the team to increase performance and achieve targets.
- Workflow control.
- Procedure and process writing.
- Point of escalation for staff.
- Provide feedback and assistance to staff and leaders.
- Ensure compliance with bank policies/procedures as well as relevant legislation.
Senior Collections Officer/Repossessions Officer
Suncorp Bank
03.2013 - 06.2015
- Engage with Suncorp customers on a daily basis to manage and drive favorable resolutions for retail facilities classified as past due.
- Demonstrate a high degree f risk management when managing customer files.
- Demonstrate efficient time management practices whilst managing a portfolio of 180 facilities.
- Work with external and internal stake holders to chieve favorable outcomes for customers and the business.
- Complete end to end process for shortfall sales and partial releases including liaising and maintaining good standing relationships with mortgage insurers.
Customer Service Representative
Blackwoods
07.2012 - 03.2013
Department Manager
Woolworths
02.2010 - 07.2012
Apprentice Boilermaker/Boilermaker
Pacific Coast Engineering
01.2006 - 02.2010
Education
Bachelor of Information Technology - Majoring in Data & Computer Science
University of Southern Queensland
Brisbane 06.2021 - Current
Skills
- Leadership Capability
Data Analytics
Risk & OHS Management
Change Management
Policies and procedures
Recruitment/On-boarding
HR Management
Software
Microsoft Excel
Microsoft Access
Microsoft Word
Certification
FINSIA Charted Banking Graduate
References
Available on request
Additional Information
COVID 19 Vaccinated (x3)
Timeline
Risk & Compliance Advisor
Suncorp Bank
05.2023 - Current
Collin James Communication Certification
11-2022
Manager - Customers Experiencing Vulnerability
Suncorp Bank
09.2022 - 05.2023
Bachelor of Information Technology - Majoring in Data & Computer Science
University of Southern Queensland
06.2021 - Current
Agile Project Methodology Certification
06-2021
FINSIA Charted Banking Graduate
11-2019
Manager - Risk & Data Analytics
Suncorp Bank
08.2019 - 09.2022
Team Leader - High Risk Portfolio
Suncorp Bank
01.2019 - 08.2019
Team Leader - Existing Customer Variations
Suncorp Bank
10.2018 - 01.2019
Team Leader - Contact Centre
Suncorp Bank
05.2016 - 10.2018
2IC - Team Leader Financial Hardship
Suncorp Bank
06.2015 - 10.2016
Senior Collections Officer/Repossessions Officer
Suncorp Bank
03.2013 - 06.2015
Customer Service Representative
Blackwoods
07.2012 - 03.2013
Department Manager
Woolworths
02.2010 - 07.2012
Apprentice Boilermaker/Boilermaker
Pacific Coast Engineering
01.2006 - 02.2010
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