Shelly Hetherington
Sydney,NSW
Summary
Dynamic professional with experience in KYC risk, investigations, remediation, compensation sales and exceptional customer service, Proven ability to cultivate strong internal and external relationships that foster loyalty and trust,
Effective management skills combined with a collaborative team-oriented approach. to continuous personal and professional growth.
Overview
37
37
years of professional experience
1
1
Certification
Work History
Remediation Quality Assurance and Governance Case Manager
Westpac Bank
05.2023 - 03.2024
- Instrumental in the establishment of a critical lending remediation review project from the ground-up to completion, including methodology design principals, process protocol and system design, with a strong background in operational process, and utilizing my extensive experience in lending principals, process, compliance and risk.
- Developing training methodology and creating key principal documents for compliance, risk and audit. Instrumental in training and management of 30 external project case assessors and providing guidance and mentoring. Quality assurance on a percentage of 3,000+ completed case reviews.
- Presenting Individual case assessments and remediation recommendations to a forum consisting of Senior Executives, such as Head of Legal, Head of Remediation Service and other senior decision makers.
Compensation Manager
Westpac Bank
02.2020 - 05.2023
- Restructuring facilities and offering bespoke solutions alongside customers to rectify any perceived bank errors. Oversee the implementation of the Case Review Committee and Delegated Authority holder’s remediation decisions based on the findings from completed case studies across the Westpac Group customers, providing specialist remediation outcomes.
- Reassessment of certain decisions and awareness of trending practices on both applications submitted internally and third party introduced, which place the Bank at financial and reputational risk.
- Role highlight: Successfully challenged the methodology on remediation to refund customers from the date of the panel decision, refunding payments made since decision date along with TVM, rather than the date it arrived for action with the Compensation Team (which initially was up to an 18-month lag). Initiating and implementing risk minimization best practice and tools for the Compensation and broader Remediation department.
Premium Relationship Manager
Westpac Bank
02.2014 - 02.2020
- Management of a portfolio of high net-worth clients, including new migrants, predominantly from Europe and the UK, providing new lending, debt re-structure and FX. Assisting in personal wealth creation individually and in family and Trust structures.
- Role highlight: Attracted to the bank 3 of the largest home loans written and approved to the total value of $18m. Trusted with more complex lending for the Premium Department.
Commercial Business Manager
Westpac Bank
08.2001 - 02.2020
- Holding strong, lasting relationships with SME business clients and acting as a trusted adviser. Active management of a portfolio of 50 business groups providing solutions and facilities to create efficiencies, save time and increase profits for a broad range of business types, enjoying in the journey of making businesses grow and prosper. Additionally managing business owners’ personal wealth and investment strategy with a holistic view.
- Role highlight: Attracted to the Commercial Bank the largest SME at that time, initially starting with 4 transactional accounts and within 18 months holding lending of $110m secured by $110m in cash deposits. Additionally holding $275m at call for 18 days, implementing a range of high revenue transactional banking and within 18mths the Bank’s revenue for the connection stood at $1.8m. Connection then migrated to Institutional Bank.
Small Business Manager
Royal Bank of Scotland
06.1999 - 03.2001
- Manage and grow a portfolio of 400 local Business customers in North Manchester providing financial solutions and attracting new customers via building relationships with intermediaries, networking and customer referrals.
Company Sales Trainer, assistant to Regional Manager & Relief Branch Manager
HFC Bank
08.1988 - 06.1999
- Achieve branch and personal Sales targets, direct, motivate and coach branch staff, ensuring a high level of customer service and satisfaction. Responsible for all branch unsecured lending approvals and collection of customers arrears. Assisting Area Manager for reporting and sales training of new staff and relief Management of Branches.
- Role highlight: Instrumental in establishing the Banks first Telesales Department, providing sales training and coaching for new starters across the country.
Benefit Fraud investigator
Department of Health and Social Services
09.1987 - 08.1988
- Fixed term contract to investigate claimant benefit fraud, from public tip offs, and processing emergency benefit payments.
Education
Kilquhanity House Private Boarding school
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Hopwood Hall College
Rochdale, Lancashireundefined
Siddall Moor high School
Heywood, LancashireSkills
- Microsoft Office Suite, Teams, SharePoint and many internal and external Banking systems
Certification
- High level clearance (current)
- RG146 1 & 2 (since lapsed)
- LAUTRO Financial Services Compliance and Pensions (UK)
- Official Secrets Act (UK Gov)
Timeline
Remediation Quality Assurance and Governance Case Manager
Westpac Bank
05.2023 - 03.2024
Compensation Manager
Westpac Bank
02.2020 - 05.2023
Premium Relationship Manager
Westpac Bank
02.2014 - 02.2020
Commercial Business Manager
Westpac Bank
08.2001 - 02.2020
Small Business Manager
Royal Bank of Scotland
06.1999 - 03.2001
Company Sales Trainer, assistant to Regional Manager & Relief Branch Manager
HFC Bank
08.1988 - 06.1999
Benefit Fraud investigator
Department of Health and Social Services
09.1987 - 08.1988
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Hopwood Hall College
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Siddall Moor high School
Kilquhanity House Private Boarding school
Qualifications
- SCE O level:
- English Literature, English Language, Mathematics, Art & design, sociology.
- U.L.C.I: Private Secretary Qualified.