Summary
Overview
Work History
Education
Skills
Accomplishments
References
Timeline
Generic

Veniana Kean

Point Cook,VIC

Summary

I am a passionate and energetic leader that demonstrates a high level mindset of ownership and initiative. I am dedicated and committed to creating a culture of open collaboration and ideas generation in an agile environment. I thrive on being part of a team that creates and leads the delivery of better customer initiatives and outcomes. I believe in using productivity frameworks to improve, transform and achieve customer, team and business goals.

I believe that its imperative to leverage your strengths so creating a strong stakeholder network is crucial to realising change. I believe the key drivers to success and supporting my team in the right way, is by leading with clarity, simplicity, efficiency and standardisation

Overview

14
14
years of professional experience

Work History

Customer Assistance Manager

ASB Retail and Business Credit
Auckland
01.2016 - 01.2024
  • Responsible for the management if 20+ activities that support and allow our collections team to run effectively
  • Meet deadlines and SLAs with external stakeholders
  • Work collaboratively with internal teams to ensure effective admin outcomes
  • Ensure our write-offs and critical daily financial transactions met business expectations
  • Productivity champion with a CI mindset to improve efficiency and remove waste
  • Accomplished financial objectives by forecasting requirements, scheduling expenditures and preparing annual budgets.
  • Created training modules and documentation to train staff.
  • Created monthly reports for senior management summarizing operational performance metrics.
  • Coached, mentored and trained team members in order to improve their job performance.
  • Conducted regular meetings with staff to discuss progress and identify areas of improvement.
  • Assessed team member's skillsets and assigned tasks accordingly for optimal efficiency.
  • Ensured compliance with all applicable laws, regulations, industry standards.
  • Monitored staff performance and addressed issues.
  • Led team meetings and one-on-one coaching sessions to continuously improve performance.

Credit Solutions Manager (Early &Late Collections)

ASB Retail and Business Credit
Auckland, NZ
03.2014 - 01.2016
  • Managed sectors within early and advanced collections teams (0-60 days in arrears)
  • Provided training to new staff on customer service processes and policies.
  • Analyzed customer feedback data to identify areas of improvement in the service process.
  • Assisted with the development of new procedures for handling customer service issues.
  • Trained and mentored new team members to promote productivity, accuracy and friendly customer service via ASB's collections framework
  • Ensure stakeholder expectations were met
  • Motivated and encouraged team members to communicate more openly and constructively with each other.
  • Productivity champion for C&C's and supported the team to Silver Accreditation through VMBs, training workshops and plans

Administration Manager

ASB Retail and Business Credit
Auckland, NZ
03.2012 - 12.2013
  • Supervised daily operations of the administrative team to ensure timely completion of tasks.
  • Created monthly reports summarizing department activities for senior management review.
  • Maintained an accurate database of company documents such as contracts, invoices, vendor agreements .
  • Served as a liaison between the organization's leadership team and other departments when needed.
  • Resolved complex problems related to administrative processes in a timely manner.
  • Organized special events such as corporate conferences or workshops by coordinating logistics requirements.
  • Collaborated with other departments to ensure prompt resolution of customer issues.
  • Evaluated existing policies and procedures related to handling customer complaints.
  • Management of TSB portfolio and reporting
  • Daily Refer lists - Paye/No-Pay activities for cheques

Credit Solutions Manager - Early Collections

ASB Retail and Business Credit
Auckland, NZ
02.2010 - 03.2012
  • Managed 30-day arrears customers across multiple ASB products
  • Coordinated with cross-functional teams to ensure successful implementation of projects.
  • Provided guidance, coaching, and feedback to team members.
  • Organized team meetings to discuss progress and challenges.
  • Ensured compliance with company policies and regulations.
  • Identified areas where teams could improve their skillset.
  • Facilitated communication between senior management and staff.
  • Promoted a culture of collaboration within the team.
  • Fostered positive employee relationships through communication, training, and development coaching.

Hardship Management Collections & Credit Solutions

ASB Retail and Business Credit
Auckland, NZ
02.2010 - 03.2012
  • Utilising productivity framework to drive behaviours which identify business improvements, in line with strategic priorities
  • Strong understanding of ASB's consumer lending product processes - home loans, SME, overdrafts, personal loans and credit cards
  • Identified opportunities for process improvement within the collections department.
  • Advised customers on available options when they are unable to pay their debts in full.
  • Developed relationships with external agencies such as credit bureaus, attorneys, and collection agencies.
  • Negotiated repayment plans with customers to ensure timely payments of their delinquent accounts.
  • Participated in training sessions conducted by management team members regarding best practices for collections activities.
  • Analyzed customer financials, credit reports, and other documents in order to determine the most effective collection strategy.
  • Used excellent verbal skills to engage customers in conversation and effectively determine needs and requirements.
  • Completed month-end and year-end closings, kept records audit-ready and monitored timely recording of accounting transactions.
  • Negotiated credit extensions and waivers when necessary.

Education

NZ Diploma (NZQA Level 4) - Management

New Zealand Institute of Studies
New Zealand
01-2007

Certificate - Banking

Fiji Institute of Technology
Fiji
01-2005

High School Diploma -

St Joseph's Secondary School
Fiji
12-1993

Skills

  • Expense Tracking
  • Financial Management
  • Workforce Management
  • Business Development
  • Operations Management
  • Policy Implementation
  • Strategic Planning
  • Staff Development
  • Performance Management
  • Team Leadership
  • Customer Relationship Management (CRM)
  • Verbal and Written Communication
  • Staff Training and Development
  • Staff Management
  • Key Performance Indicators
  • Productivity Management
  • Account Reconciliation Abilities
  • Cash Flow Management
  • Analytical Reasoning
  • SEC and Call Reporting

Accomplishments

  • 2015 SA Partners Award: Bronze Accreditation for Productivity (Team)
  • 2016 SA Partners Award: Silver Accreditation for Productivity (Team)
  • 2017 ASB CEO Awards: Productivity Team of the Year
  • 2018 SA Partners Award: Yellow Belt Accreditation
  • 2018 SA Partners Award: Green Belt Projects with C&Cs - completed and passed examination with Cardiff University

References

References available upon request.

Timeline

Customer Assistance Manager

ASB Retail and Business Credit
01.2016 - 01.2024

Credit Solutions Manager (Early &Late Collections)

ASB Retail and Business Credit
03.2014 - 01.2016

Administration Manager

ASB Retail and Business Credit
03.2012 - 12.2013

Credit Solutions Manager - Early Collections

ASB Retail and Business Credit
02.2010 - 03.2012

Hardship Management Collections & Credit Solutions

ASB Retail and Business Credit
02.2010 - 03.2012

NZ Diploma (NZQA Level 4) - Management

New Zealand Institute of Studies

Certificate - Banking

Fiji Institute of Technology

High School Diploma -

St Joseph's Secondary School

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Veniana Kean