Experience

Findex

• Australia
• Financial Services
• 700 & Above Employee

• Australian Client Services Manager (Accounting & Tax)

  • Oct 2021 - Present

  Key ResponsibilitiesProvide support and feedback to teams through the management of performance and training requirements in conjunction with the Head of Process. Monitor the overall client services workflow management and managing staff capacity through proactive identification of bottle necks and managing overdue tasks.Manage the expectations of relevant stakeholders around the completion of these tasks and develop individuals within their team to ensure that internal and Client Services standards are met. An important aspect of the role is focusing on increasing efficiencies within their team through improved processes, project implementation and staff development.TasksMonitor overall work load in their region identifying where staff may exceed or havepotential capacity and drive reduction in overdue client services tasksEnsure all client services related tasks in their region are completed in accordance withininternal and external service standardsDrive pooling of resources to complete tasks and collaboration and consistency across allregion and within the other regional client services manager groupAct as an escalation point for Senior Client Services ManagersReport monthly on relevant KPI’s for all staff with designated teamStaff DevelopmentFacilitate the Peer Assessment processFacilitate all steps of the Employee Development ProgrammeProvide ongoing support and feedback to all staff membersPerformance management of staff as requiredMentor and Coach SCSM’s in their Region to get effective and timely outcomesDrive optimal staff mixes across Client ServicesOtherProvide training where requiredWork to manage key business risks and bring to the attention to Management and keybusiness leaders.Act as Change Agent for projects, systems, process and policy implementation/changeLiaise with relevant stakeholders in regard to change programs and continuousimprovement outcomes. Show less

• Senior Client Services Manager

  • Feb 2018 - Oct 2021

  Provide support and feedback to Client Service teams while managing performance, staff development and training within CNTH Region.Act as escalation point for Client Services staff.Report monthly on relevant KPI's for all staff within my region.Ensure all staff adhere to internal policies & procedures.Assist marketing team with client events or mail out campaigns.Family Office Co-ordinator.Office Administration & Reception, providing exceptional customer service to clients Monitor Team Workflow & delegate client work, while managing staff capacity & proactively identifying overdue tasks with a focus on increasing efficiencies within Client Services team.Process invoices and receipts.Assist clients with debtor arrangements & ATO payment plans.MyGovID Administrator.Grants Guru Reporting.ASIC Company Documents AdministrationTax Lodgements & reportingPreparation of individual Tax Returns.Support Business Service Advisors and complete all tasks as required. Show less

• Client Services Manager

  • Apr 2017 - Jan 2018

  Provide Support, Training & Feedback to Client Services staff within CN North RegionFamily Office Co-ordinator Office Administration & Reception / Provide exceptional customer service to clients Monitor Team Workflow & delegate client work to teamProcess debtor invoices and receiptsAssist clients with debtor arrangements & ATO payment plansASIC Company Documents AdministrationSuperfund Administration & LodgementsTax Lodgements & reportingPreparation of individual Tax ReturnsSupport Business Service Advisors and complete all tasks as required Show less

• Accounting Officer

  • Aug 2015 - Mar 2017

  Family Co-ordinator Office Administration & ReceptionProvide exceptional customer service to all clients and secure new clientsProcess debtors fees invoices and receiptsCredit Collections / follow-up of outstanding invoices & accounts. Ensure all client documents are scanned & assigned to advisor workflowPreparation of Client Engagement Agreements.Superfund Administration & LodgementsTax LodgementsPreparation of individual Tax ReturnsSupport all Advisors and complete all tasks as required. Show less



Southern Cross Credit Union

• Australia
• Financial Services
• 1 - 100 Employee

• Executive Manager - Retail Operations

  • Feb 1989 - Apr 2015

  Various roles - Southern Cross Credit Union Ltd MSO / 1989 - 1991 Credit Clerk / 1991 - 1999 Manager - Credit & Cards / 1999 - 2010 Manager - Credit & Branches / 2010 - 2012 Executive Manager - Retail Operations 2012-2015 Collections professional with 26+ years experience dealing with all members of the community ranging from management of small debts to Mortgagee in Possession, Vehicle Repossession, Debt Agreements and Bankruptcy. I have a sound knowledge of prudential provisioning standards for the calculation of bad debts and risk weighted assets. I encouraged all teams to provide exceptional service to our customers and assisted with the support they needed to enable them to grow with our business. I worked with many 3rd party suppliers to provide additional products and services to our customers and pride myself on building and maintaining relationships of high standard which created new opportunities for SCCU and business partners. Other duties included; Negotiation of all branch leases, organising repairs, maintenance, fit-outs and relocations. I was also responsible for HR staff functions, training and supported all teams to achieve their goals. I have a wide variety of experience and knowledge in respect of fraud monitoring, card production and dispute management. Show less