Samuel Leonardi

The purpose of the Retail Operations Analyst role is to support the BOQ Retail Bank lead management strategy and integration of key customer acquisition platforms across the Retail network. This role will work with the Retail Leadership Team (RLT) to drive growth through the Digital and Branch network by owing and delivering leads and service outcomes through our Customer Engagement Platform, with a strong focus on lead analysis and insights to drive business decisions. The role also supports the Retail Change team with governance and reporting.

• Contribution to leads management forum with detailed analysis and success measures of current customer connection programs and building strategic planning for new calling programs, with an ongoing commitment to deploying relevant and compliant customer offers.
• Ongoing development and execution of the BOQ Retail banking leads management strategy (including customer segmentation) working closely with BOQ business partners and RLT
• Drive the automation of activity into the Customer Engagement Platform (CEP) utilising technology driving higher levels of productivity, reducing manual processes and improving customer connection opportunities as the SME.
• Manage requirements through the lifecycle (from solution, testing, delivery) in order to ensure that the business benefits, linked to the requirements, are achieved and appropriately documented.
• Manage requirements through the lifecycle (from solution, testing, delivery) in order to ensure that the business benefits, linked to the requirements, are achieved and appropriately documented.
• Document fit for purpose business requirements and user guides that clearly identify the gap between the current state and the required end state and that meet the needs of all impacted stakeholders.
• Plan and facilitate Retail analysis activities / workshops and CEP activities/training workshops as required.
• Support defect triage during testing.
• Facilitate identification and analysis of proposed solutions to determine which solution best fits the business need, identify gaps and shortcomings in solutions and determine any necessary workarounds or changes to the solution by engaging with the right people
• Ownership of the development of leads management reporting (PowerBI) to provide sales leaders and lead owners with insights and areas for focus.
• Work with our marketing, digital and analytics teams in creating a streamlined and coordinated and end to end customer sales acquisition proposition.
• Support the Retail Change team with governance and reporting.
• Understand and communicate to stakeholders the impacts of change across the operating model.

• Providing timely, efficient and accurate retail lending verification of loan files for Broker customers
• This role has a strong focus on communicating the Banks requirements and customer product needs, and working with the Broker
• Translate complex information and lending standards to information that customers can understand and drive customer satisfaction
• To conduct timely and efficient settlement of the customer’s loan
• Outstanding customer service skills
• Manage applications to ensure they are progressed from approval as unconditional to disbursal
• Respond to enquires from internal and external stakeholders in a timely fashion.

• Maintained friendly and professional customer interactions
• Created strategies to develop and expand sales of services to existing customer which resulted in an increase in annual revenue
• Executed customer transactions including deposits, withdrawals, money orders and cheques
• Executed wire transfers, stop payments and account transfers
• Answered telephone enquiries on banking products including checking, savings, loans and lines of credit
• Continued education on current banking products and services through Tier 2 Accreditation training.

• Maintained friendly and professional customer interactions
• Created strategies to develop and expand sales of services to existing customer which resulted in an increase in annual revenue
• Executed customer transactions including deposits, withdrawals, money orders and cheques
• Rapidly and efficiently prepared customer and ATM cash and change orders
• Executed wire transfers, stop payments and account transfers
• Answered telephone enquiries on banking products including checking, savings, loans and lines of credit
• Continued education on current banking products and services through Tier 2 Accreditation training
• Executing Training for new staff members.

• Maintained friendly and professional customer interactions
• Created strategies to develop and expand sales of services to existing customer which resulted in an increase in annual revenue
• Executed customer transactions including deposits, withdrawals, money orders and cheques
• Rapidly and efficiently prepared customer and ATM cash and change orders
• Executed wire transfers, stop payments and account transfers
• Answered telephone enquiries on banking products including checking, savings, loans and lines of credit
• Continued education on current banking products and services through Tier 2 Accreditation training
• Executing Training for new staff members.

• Proficient use of Microsoft office platforms
• High attention to detail and analytic skills
• Proficient use of Tableau Software
• Proficient use of Google Analytics
• Analysing market data and provide real-time actionable insights on TV advertising, in-program promotions, consumer engagement and customer response.

• High attention to detail and analytic skills
• Effective Legal Writing skills
• Effective Legal Drafting skills
• Effective drafting of Briefs to Counsel
• Court work
• Interacting and communicating with clients in a professional manner
• Effective file management handling
• Excellent Time recording and Billing
• Excellent use of all Microsoft office platforms
• Ability to apply knowledge of Australian law to real world applications, particularly Commercial and Civil Dispute Resolution, and Employment Law.

• High attention to detail and analytic skills
• Effective Legal Writing skills
• Effective Legal Drafting skills
• Effective drafting of Briefs to Counsel
• Court work
• Interacting and communicating with clients in a professional manner
• Effective file management handling
• Excellent Time recording and Billing
• Excellent use of all Microsoft office platforms
• Ability to apply knowledge of Australian law to real world applications, particularly Commercial and Civil Dispute Resolution, and Employment Law.

• Maintained friendly and professional customer interactions
• Created strategies to develop and expand sales of services to existing customer which resulted in an increase in annual revenue
• Executed customer transactions including deposits, withdrawals, money orders and cheques
• Rapidly and efficiently prepared customer and ATM cash and change orders
• Executed wire transfers, stop payments and account transfers
• Answered telephone enquiries on banking products including checking, savings, loans and lines of credit
• Continued education on current banking products and services through Tier 2 Accreditation training
• Executing Training for new staff members.

• Stocked and replenished merchandise according to store merchandising layouts
• Operated a cash register for cash, check and credit card transactions with 100% accuracy
• Cleaned and organised the store, including the checkout desk and displays
• Welcomed customers into the store and helped them locate items
• Priced merchandise, stocked shelves and took inventory of supplies.