Saminah Baqui

• Successfully managing the Pre Assessment team over the last 3 years and have managed direct reports of 22. Currently leading a team with 19 direct reports.
• Collaborative engagement with other Pre Assessment Team Managers between Melbourne and Bangalore hubs.
• As a Team manager responsibilities include managing team's performance and day to day operational workforce management through use and implementation of AOM methods.
• Cultivated positive rapport with team members to boost a high performing and a positive team culture and reinforce ANZ values and Code of Conduct.
• Strategic thinking with end to end, SME knowledge to contribute to projects and ongoing initiatives/change management.
• Create an environment which encourages continuous improvement and to identify and raise concerns. Consistently drive high performance and develop team members whilst ensuring proper leave planning and employee compliance is met in order to meet the best business practice.
• Equipped with knowledge of data analysis tools available to create reports and visuals to present with other wider business and stakeholders.
• Actively taking lead in Weekly Load Planning for both hubs, taking charge in presenting for Variance meetings and as required provide Quarterly forecasting data to Senior Leaders.
• Maintains business continuity and metrics such as ensuring SLA of each application is met correctly and if not met be able to justify reason behind delay, with implementation of Short Interval Control (SIC) reporting.
• Key contributor in monitoring AMB changes rolled out in the Bravo team space ensuring intraday data is consistently updated and open for any strategic recommendations in altering business process that will aid in the wider business performance.
• Have co-worked with external business consultants (Ernst & Young) in the AMB roll out in pre-assessment team.
• Defined clear targets and objectives and communicated to other team members.
• Led employee relations through effective communication, coaching, training, and development.
• Evaluated team performance and coached team members, increasing quality of work and their motivation.
• Established team priorities, maintained schedules and monitored performance.
• Used end to end Home lending expertise, customer service skills and analytical nature to resolve complaints/feedback from stakeholders/BDM's.
• Exchange feedback in Monthly Broker forums, to help improve stakeholder relationship management.
• Develop and improve process controls and adhere to compliance and Assurance, whilst at all times ensuring team and myself are up to date with Credit Policies relevant to all teams across the business and understand impacts of downstream and upstream teams.

Lead Coach for Settlements Team, successfully managed Team of 10-15 new entrants into ANZ – responsible for all aspects of the new starters from onboarding to induction, obtaining system access, arranging and setting up on technology

• Proud to be the face of ANZ when consultants first start with ANZ and to facilitate the induction and introduction to the ICARE values of ANZ to set up the expectations.
• Able to confidently face any obstacle and view with a positive mind frame to resolve any issues and needs be to reach out to a concerned team
• Successfully designed and formatted training materials/modules for CSE Induction training along with process training guides both for New to bank and cross skilling staff within the internal teams.
• Ensured all materials are continuously updated to match current process/policy.
• Actively engage with other teams in the business to ensure all learning materials are up to date.
• Determine opportunity and gap/s in training
• Actively involved in improving to keep CSE Knowhow contents updated to match training materials
• Engaging with recruitment officials and other stakeholders to provide feedback about consultants
• Able to have challenging conversation with team members to provide constructive feedback
• Facilitate classroom training on process and altering the method of delivery to suit the audience, designed and rolled out voice training in line with ANZ call scripting and policy.
• Created role play based scenarios for trainees to experience and self-evaluate before taking on real time call
• Mentoring newly trained staff whilst in Model Office and actively keeping the engagement within the team
• Providing feedback and coaching where required and aligning the purpose to ANZ values and our code of conduct.
• When needed organized for cross skilling to facilitate the training for existing staff in the required area
• Case Managing files and taking ownership to provide the best resolution for the customer whilst supporting staff in model office
• Liaising with support staff and management to continue to provide any business improvement ideas and ways to implement
• During the onset of COVID work restrictions – have successfully been able to provided support to CSE staff via internal communication system and conducted Quality Assurance checks on CSE staff working from home.

Key Achievements:

• Proficient in navigating banking core systems such as PowerPoint, Excel, Outlook, CAP, MAUDE, iKnow Borrow, RLS, RLM, PEXA, VIS, PEXA manager and Integrity.
• E2E knowledge of Application process and Release process. Trained in processing of settlement files (Pexa and paper files).
• Proficient with use of PEXA, receiving invites (outgoing, incoming) and responding to conversations for both Release and Applications files.
• Involved in creating materials on CSE Knowhow and trained in the BCP training for NFRT (OFI booking’s) and Releases Mail Loading process.
• Have been an integral part of the Digital team (BLR) training and ramp up in CSE.
• During the onset of COVID restrictions – re-designed training materials to be suitable for remote learning and remote model office.
• Involved in the training of staff that were lend from other team/s during COVID restriction in CSE’s new mailbox process. Have successfully trained 12 Branch Staff as well as Staff from Assessments staff to assist with CSE inbox enquiries.
• Played a part in the CSO summit to advocate new ways of leading and training.
• Actively involved in the CSO capability team with reporting and active team member in weekly meeting/s with other Extended Leads.
• Directly involved in the Covid19 impacted restructure and reformatting of the CSE Induction Training Program that has set an example to other team/s.
• Overall, have successfully inducted 150 new to bank consultants into CSE and have cross trained 100 consultants in required areas of the business.

• Dealing with customer, professionals and stakeholders
• Servicing calls to provide updates and escalating files where necessary
• Facilitating training and support for new entrants
• Case Managing files and taking ownership to provide the best resolution for the customer.

• Assistance provided to foundation and Grade one classes by working along the leading teacher to supervise and assist small group of children in various activities relating to literacy work
• Provided assistance with the use of iPads and various applications relating to literacy used in the school curriculum
• Work under the direction of the leading teacher and adhere to school/student policies
• Be able to communicate and relay information effectively with the children at different levels and be able to meet with parents to provide feedback when required
• Lead classroom teacher for Grade 1 and Foundation class of 22 students – implemented curriculum/lesson planning.

• Assisted in recruiting staff and providing relevant training
• Exposed to hands-on experience in managing the service counter by ensuring that all customer orders are taken and processed in an accurate and time-efficient manner
• Familiar with taking orders from customers, and process Cash, credit card and Eftpos payments and when required tendered accurate change
• Ensured that cash drawers were properly balanced at the end of the day
• Assisted in restocking/ordering of stock when required
• Used MYOB software to assist in the book-keeping.

• During, maternity break, took up opportunity to complete Masters in Education.

• Travelled to Switzerland to support whilst Husband was working for the United Nations.

• Provided concise and professional service in an inbound call Centre environment with a high volume and fast paced call environment to existing and prospective customers of ANZ through a positive customer focused approach
• Building positive rapport with customers over the phone and being polite and concise at all times
• Being the first point of contact for ANZ - have adhered to banking regulations and answered a wide variety of calls ranging from Retail, Credit Cards, Internet Banking, Mortgage, Personal Loans and some customers from Aussie
• 80% of the calls were resolved at my end with average call handling times being maintained at all times and other complex or calls requiring more in depth product knowledge were warm transferred to its appropriate department
• Demonstrated knowledge of new and existing products and services to existing/potential customers and referring appropriate customers to sales team or other sales departments
• Maintained a very high quality assurance record for customer interaction and customer satisfaction with the service provided by my part
• Regularly received positive feedback via customer satisfaction surveys
• Familiar with navigating banking software and programs that were used by ANZ and constantly being educated about update.

• Worked for Transurban (part of City link) in an inbound call center to receive calls from existing account holders enquiring regards to their accounts, tops ups and setting up payment options
• Also helped new customers wanting to create accounts with City link to set up new accounts
• Liaise with other departments regarding infringements and nonpayment of fees.