SHIERLEY CANA
Port Hedland,WA
Summary
Dynamic Branch Manager with over 20 years of experience in the banking industry, seeking a challenging opportunity in Australia to leverage expertise in banking operations. I have a proven track record of enhancing customer service and operational efficiency, resulting in increased client satisfaction and branch profitability.
Overview
20
20
years of professional experience
1
1
Certification
Work History
Branch Manager
LEGAZPI SAVINGS BANK
Tabaco City, Philippines
04.2014 - 07.2024
- Oversaw growth, profitability, and expansion of the client base by defining the target market to be served by the branch.
- Managed daily operations and staff at the local branch.
- Ensured compliance with banking regulations and internal policies.
- Developed and implemented customer service strategies to enhance client satisfaction.
- Oversaw loan processing and approval workflows for efficiency.
- Trained and mentored staff to improve performance and skills.
- Coordinated marketing initiatives to promote banking products and services.
- Resolved customer inquiries and complaints to foster positive relationships.
- Managed staff scheduling, hiring and training processes.
- Directed daily operations of the branch, including customer service, human resources, sales and marketing activities.
- Managed and inspired team members to perform to full potential, driving branch profitability.
- Conducted regular performance reviews for all employees in the branch.
- Monitored financial performance of the branch on a monthly basis.
- Provided guidance and support to team members regarding problem resolution and customer service issues.
- Planned work schedules to maintain adequate staffing levels.
- Resolved escalated customer complaints in a timely manner.
- Built strong rapport with new and existing clients to better serve financial needs and promote branch loyalty.
- Developed strategies to increase customer satisfaction and loyalty.
- Verified cash by balancing cash drawers and maintaining cash count records.
- Assigned duties to employees and examined work for accuracy, neatness and timeliness.
- Disciplined employees to encourage compliance with company policies and procedures.
- Facilitated weekly meetings with staff members to discuss progress on current initiatives.
- Worked cross-functionally to plan and establish branch goals, supporting strategic objectives.
- Established and built customer relationships through targeted outreach and initiatives.
- Created reports summarizing operational performance metrics for senior management review.
- Participated in community events to promote brand awareness.
- Implemented internal control procedures to minimize risk exposure and maximize profitability.
- Analyzed data to identify trends related to products, services, customers and markets served by the branch.
- Reviewed loan applications to ensure accuracy and compliance with regulations.
- Complied with company policies and government regulations to prevent and detect rule violations and protect organization from fines and lawsuits.
- Provided feedback on employee performance evaluations conducted by supervisors.
- Coordinated promotional campaigns for new products or services in order to boost sales revenue.
- Analyzed competitors and market trends to facilitate business growth.
- Created and updated financial reports on frequent basis to present information to leadership teams.
- Maintained up-to-date knowledge of industry trends, competitive landscape and regulatory environment.
- Boosted customer base, acquiring new customers and identifying needs to deliver relevant products.
- Presides over meetings to discuss the latest policies, circulars, and operational guidelines from the Executive Office, Operations, and Branches.
- Conducted regular meetings with branch personnel to review operational issues and provide feedback on job performance.
Branch Operations Officer
LEGAZPI SAVINGS BANK
Tabaco City, Philippines
09.2009 - 03.2014
- Managed daily branch operations to ensure compliance with banking regulations.
- Supervised staff to maintain high levels of customer service and satisfaction.
- Coordinated training programs for new employees on bank procedures and systems.
- Oversaw cash handling processes to minimize discrepancies and ensure accuracy.
- Conducted audits of branch activities to identify areas for risk management.
- Evaluated customer feedback to drive enhancements in service delivery standards.
- Coordinated staffing schedules to ensure adequate coverage during peak hours; supervised employees during shifts.
- Developed processes for efficient customer service delivery; ensured compliance with bank policies and regulations.
- Identified potential opportunities for cross-selling products; implemented strategies to increase sales volume.
- Ensured compliance with applicable laws, regulations and internal policies related to banking operations.
- Prepared monthly financial statements for review by senior management team.
- Assisted customers with various banking needs such as account openings, deposits and withdrawals, loan payments.
- Maintained inventory of supplies necessary for daily operations; placed orders when needed.
- Managed the implementation of new products and services within the branch; provided training to staff on product features.
- Maintained accurate records of customer transactions; reconciled daily accounts and prepared monthly financial reports.
- Monitored branch performance metrics; identified areas of improvement in order to achieve organizational goals.
- Reviewed customer applications for credit cards, loans or other banking services; verified accuracy of documents submitted.
- Prepared weekly and monthly reports summarizing key performance indicators for senior management review.
- Facilitated smooth communication between front-line staff and senior management regarding operational issues.
- Oversaw daily branch operations, including opening and closing procedures, cash handling activities and security protocols.
- Resolved customer complaints in a timely manner while maintaining high standards of customer service excellence.
- Conducted regular meetings with branch personnel to review operational issues and provide feedback on job performance.
- Investigated suspicious activity involving customers' accounts in accordance with established procedures.
- Managed and inspired team members to perform to full potential, driving branch profitability.
- Built strong rapport with new and existing clients to better serve financial needs and promote branch loyalty.
- Planned work schedules to maintain adequate staffing levels.
- Verified cash by balancing cash drawers and maintaining cash count records.
- Disciplined employees to encourage compliance with company policies and procedures.
- Complied with company policies and government regulations to prevent and detect rule violations and protect organization from fines and lawsuits.
- Coordinated preparation of external audit materials and external financial reporting.
- Maintained regular performance appraisals for subordinates through verbal, written and on-going review programs.
BRANCH LOAN OFFICER
LEGAZPI SAVINGS BANK
Tabaco City, Philippines
08.2008 - 08.2009
- Evaluated loan applications and verified credit histories for approval decisions.
- Assisted clients in understanding loan options and terms during consultations.
- Processed loan documents and ensured compliance with regulatory requirements.
- Maintained accurate records of client interactions and loan statuses in the system.
- Provided training to new staff on loan processing procedures and customer service standards.
- Resolved client inquiries related to loans and provided timely follow-up support.
- Educated customers on variety of loan products and available credit options to promote valuable decision-making.
- Developed and maintained relationships with potential customers to increase loan business.
- Delivered high levels of customer service to facilitate smooth processes.
- Reviewed loan agreements to confirm completeness and accuracy.
- Answered customer inquiries involving rates, products and loan application status to facilitate quality customer service.
- Recommended loan approvals and denials based on customer loan application reviews.
- Reviewed credit histories, income statements, and other financial information of loan applicants.
- Provided customer service support throughout the entire process from application through closing.
- Collected past due loans, keeping credit and collateral exceptions within policy ranges.
- Explained various types of loans available to customers and their associated terms and conditions.
- Processed payments received from borrowers in accordance with established policies and procedures.
- Executed loan origination process and ordered credit reports, appraisals and preliminary title reports.
- Researched account issues as needed when discrepancies arise between borrower records and actual payment history.
- Negotiated terms and conditions of loan contracts.
- Identified opportunities for cross-selling additional products and services.
- Improved loan applications and documentation by informing applicant of additional requirements.
- Obtained and compiled copies of loan applicants' credit histories, corporate financial statements and other financial information to update credit and loan files.
- Informed customers of loan application requirements and deadlines.
- Approved or denied loan applications and explained reasoning behind decisions.
- Helped customers make decisions about loans and lines of credit based on availability, terms and benefits.
- Met with applicants to obtain information for loan applications and answer questions about processes.
- Developed loan contracts and explained contract terms to clients.
- Assessed feasibility of loan approval by reviewing financial histories, available credit and current employment.
- Set up debt payment plans based on client credit, income and assets.
- Identified valuable solutions for customers with credit problems.
- Collaborated with company teams to expedite loan approval processes.
- Prepared reports for customers with delinquent and irreconcilable accounts.
BRANCH BOOKKEEPER
LEGAZPI SAVINGS BANK
Tabaco City, Philippines
07.2004 - 07.2008
- Maintained accurate financial records using accounting software and spreadsheets.
- Processed accounts payable and receivable transactions efficiently.
- Reconciled bank statements to ensure consistency and accuracy.
- Prepared monthly financial reports for management review.
- Managed payroll processing and employee expense reimbursements timely.
- Assisted with audits by providing necessary documentation and support.
- Ensured compliance with financial regulations and company policies diligently.
- Processed accounts payable and receivable transactions.
- Performed basic accounting, payroll and bookkeeping services to manage business operations.
- Conducted monthly bank reconciliations.
- Ensured accuracy in all accounting entries and records.
- Performed month-end closing activities.
- Prepared financial statements, including balance sheets, income statements, and statement of cash flows.
- Reviewed purchase documents and company receipts for reconciliation with statements.
- Maintained and reconciled general ledger accounts.
- Posted journal entries to the general ledger system accurately and timely.
- Helped businesses keep finances in order by managing accounting ledgers and recording journal entries.
- Prepared bank reconciliations, managed field audits and reviewed accounting records for accuracy.
- Reviewed employee expense reports for compliance with company policies.
- Managed financial transactions and recordkeeping with precision, ensuring accuracy in ledgers and accounts.
- Conducted month-end and year-end close processes, ensuring accuracy of financial reporting.
- Prepared financial statements, including balance sheets and income statements, for review by management.
Education
Bachelor of Science - in Business Administration
BICOL UNIVERSITY TABACO CAMPUS
Tabaco City, Philippines03-2004
Skills
- Loan processing
- Team leadership
- Problem solving
- Team player
- Customer service
- Adaptability
- Microsoft Office 365 (Word, Excel, PowerPoint, Database, Outlook, Teams,)
Accomplishments
- Best in customer service
- Top-performing branch
- Best employee
Certification
Managerial Training
Supervisory Training
Anti-Money Laundering
Bank Safety and Security
Business Continuity Management
Data Privacy Act
Information Security Awareness
Code of Discipline and Ethics
CHARACTER REFERENCES
Ricky Williams Allen Muzambwa Monique Perez
Team Leader Area Operations Manager Harbour Cafe
Blackwoods Port Hedland Blackwoods Port Hedland 0450 137 226
0423 873 181 0417 950 019
Timeline
Branch Manager
LEGAZPI SAVINGS BANK
04.2014 - 07.2024
Branch Operations Officer
LEGAZPI SAVINGS BANK
09.2009 - 03.2014
BRANCH LOAN OFFICER
LEGAZPI SAVINGS BANK
08.2008 - 08.2009
BRANCH BOOKKEEPER
LEGAZPI SAVINGS BANK
07.2004 - 07.2008
Bachelor of Science - in Business Administration
BICOL UNIVERSITY TABACO CAMPUS