Suhail Koya
Sydney,Australia
Summary
Driven & dynamic values-based leader with 6+ years extensive leadership experience across a number of Retail Banking Departments in CBA. A strategic planner who currently oversees and manages the issues, incidents and risk environment for Customer Service Direct with strong knowledge of Operational risk and the processes of Retail Banking Teams. Demonstrated people skills proven through consistent Your Voice Culture results & have a strong passion for mentorship as a current ABCN Mentor across the group aiming to build the capabilities of others around the group to enable them to get a step closer towards their goals whilst maintaining productivity.
Overview
10
10
years of professional experience
Work History
Manager - Risk and Control Advisory and Delivery
CSD - Commonwealth Bank
12.2021 - 11.2023
- Consistently liaise with General Managers and Executive Managers as a Line 1 Risk Contact to ensure any issues, incidents and risk audit items associated to them is prioritized and completed by due dates.
- Proactively identify risk gaps across Customer Service Direct to improve processes by determining the root causes to enable for appropriate mitigation actions to be implemented.
- Ensure end to end reporting and RAG Status is maintained and completed for Senior Stakeholders to provide relevant oversight of the groups risk environment & project deliverables.
Senior Manager Systemic Customer Issues
Retail Operations - Commonwealth Bank (Secondment)
Sydney, NSW
12.2023 - 02.2025
- Consistently liaised with CBA General Managers, Legal, and Compliance to manage AFCA Systemic Issues and provide timely responses.
- Proactively identified issues across the CBA group by reviewing internal data sources, external industry trends, and the AFCA Insights report.
- Provided end-to-end reporting for all systemic issues to the wider group for relevant oversight, and to raise awareness of the rising systemic issues.
Team Manager - Control Assurance
Collections - Commonwealth Bank
06.2020 - 12.2021
- Lead & mentored 8 Risk Analysts across 4 different states by building strong operating rhythms to ensure appropriate Design & Operating Tests are conducted across all Collections & Bankwest key controls.
- Strategically planned out the implementation of the CAP Standard & Procedure as required by APRA within a 12-month period to ensure all Collections & Bankwest controls were compliant as per regulatory guidelines.
- Consistently liaise with Line 2 to identify & constructively challenge Senior Stakeholders on the effectiveness of controls, their accountabilities and ensure all controls are robust & achieving its objectives.
Digital Support Team Leader
Direct Banking - Commonwealth Bank
06.2018 - 06.2020
- Lead and coached a team of 14 Digital Specialists who manage the Groups Social Media Platforms (Facebook, Instagram and Twitter), Netbank Fax Procedure and Emergency Cash and Cards process for our overseas vulnerable customers.
- Increased the teams Your Voice Engagement Team Culture scores by 52% within a 6-month period through strategic planning, coaching and leadership.
- Consistently liaise with the Social Media Marketing team, Master card and Visa International stakeholders and Senior leadership to constructively challenge and streamline processes across Direct Banking to ensure adherence to compliance.
Future Leaders Program
Commonwealth Bank
04.2017 - 05.2018
- Worked across the Southwest Branch Network across 8 different branches with Sales and service coaches and their Branch Managers to simplify processes & mitigate any risks identified.
- Completed Continuous Improvement Projects across Retail Banking and implemented it through the ADKAR change model across each line of business.
- Worked on a risk audit items within Collections, simplifying the processes and delegations to ensure we meet all our regulatory requirements.
Team Leader - Specialised Portfolio Collections
Commonwealth Bank
06.2016 - 04.2017
- Coached, motivated and guided a team of 10 Collections Specialists to undertake SKIP Tracing to further enable the appropriate management of high delinquent accounts within the Collections Strategy.
Specialised Portfolio Collections Agent
Commonwealth Bank
02.2015 - 05.2016
- Recognized Subject Matter Expert who took management and ownership of customer accounts by utilizing SKIP tracing to locate the loan debts which were complex, sensitive, high risk and investigated the issues to provide a solution.
Education
Bachelor of Business And Commerce - Human Resources With Sub Major in Accounting
Western Sydney University
Sydney, NSW09.2016
Skills
- Proactive Risk Mitigation Approach
- Active Listening & Effective Communication
- Mentorship and Employee Development Focus
- Complex Problem Solving
- Strategic Planning and Alignment
- Work Planning and Prioritization
- Team Building and Leadership
- Continuous Improvement Mindset
Accomplishments
Commonwealth Bank Individual CEO Award Winner
06/2018
Recognized for identifying opportunities and implementing appropriate strategies to reduce the gap between Collections, Direct Banking and Branch.
Volunteer
ABCN MENTOR
April 2022 to Current
- Mentoring High School students from across 200 low socio-economic status schools to address educational disadvantage through structured workplace mentoring and business/school partnerships.
Timeline
Senior Manager Systemic Customer Issues
Retail Operations - Commonwealth Bank (Secondment)
12.2023 - 02.2025
Manager - Risk and Control Advisory and Delivery
CSD - Commonwealth Bank
12.2021 - 11.2023
Team Manager - Control Assurance
Collections - Commonwealth Bank
06.2020 - 12.2021
Digital Support Team Leader
Direct Banking - Commonwealth Bank
06.2018 - 06.2020
Future Leaders Program
Commonwealth Bank
04.2017 - 05.2018
Team Leader - Specialised Portfolio Collections
Commonwealth Bank
06.2016 - 04.2017
Specialised Portfolio Collections Agent
Commonwealth Bank
02.2015 - 05.2016
Bachelor of Business And Commerce - Human Resources With Sub Major in Accounting
Western Sydney University
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