Rachel Johnson

National Productivity Network Manager at Loan Market
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Contact Information
us****@****om
(386) 825-5501
Location
Melbourne, Victoria, Australia, AU

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5.0

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Emroze Robert

Rachel is a pleasure to work with. She always got the job done with a smile and regularly came up with new ideas to improve processes. Her knowledge of the banking and brokering industries makes her a real asset. I would definitely recommend Rachel to any employer looking for a motivated and bright talent.

Adam Biffen

Rachel’s knowledge and understanding of the intricacies within the home lending process is second to none. Her ability to deliver fantastic customer outcomes is a key component as to why she was so successful and highly regarded by our broker partners. Rachel’s ability to build trust and key relationships in the business was down to her dependability and hard working nature. Would highly recommend!

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Credentials

  • Lean Six Sigma Yellow Belt
    MoreSteam
    Jan, 2023
    - Oct, 2024
  • Mistakes You Should Avoid at Work
    LinkedIn
    Dec, 2022
    - Oct, 2024
  • Optimize Your Resume for Applicant Tracking Systems
    LinkedIn
    Dec, 2022
    - Oct, 2024
  • Brokerversity - Graduate
    Loan Market
    Oct, 2022
    - Oct, 2024
  • Coaching Yourself and Your Team from Uncertainty to Action
    LinkedIn
    Oct, 2022
    - Oct, 2024

Experience

  • Loan Market
    • Australia
    • Financial Services
    • 300 - 400 Employee
    • National Productivity Network Manager
      • Nov 2021 - Present

      Responsibilities have included management of approx. 200 offshore loan processing staff; project management, development, and strategic delivery of network training via Brokerversity to the Loan Market Australia network, relationship management of internal and external stakeholders on several group projects. Outcomes: • Management of Loan Market's inhouse processing operations (BrokerForce). Key results included an uplift of network ulitisation by 63% in HY2 – FY21-22, increased staff from 100 to 180, increased revenue by 60% year on year, rolled out staff professional development structure - resulting in decreased staff attrition, and strong employee engagement. • Project management of Brokerversity - Loan Market's recently released Learning Management System, including internal (legal, security, finance, marketing and key Group business integration) and external stakeholder relationship management (lender partners, registered training organisation's (RTO's), contractor management, etc.). Content creation and go to market delivery to Loan Market Australia's broker network, with key partnerships lined up for Group and external industry release. • Engaged with Chief Officers to consult on Group level projects as a subject matter expert. Managed Loan Market pilots, analysed results and implemented process, policy changed into existing service models.

  • Finsure
    • Australia
    • Financial Services
    • 100 - 200 Employee
    • Processing Support Manager
      • Jul 2020 - Oct 2021

      Responsibilities included management of offshore loan processing team, development and delivery of training, relationship management of internal and external stakeholders.Outcomes:• Creation and implementation of loan application data entry process, including checklists.• Identified the need and created a quality assurance process to increase accuracy, while also upskilling an existing employee into the QA role.• Year on year revenue growth of approximately 50%.• Established an internal portal within our CRM software to connect our brokers digitally with the loan processing team.• With understanding the broader need for brokers to interact digitally with their customers, worked closely with the Head of Technology to test, refine, and implement new CRM software functionality and improvements.

    • Broker Business Coach
      • Feb 2020 - Oct 2021

      Responsibilities included analytics and creation of the coaching program. Identifying the brokers who would benefit the most from additional support was the critical first step. Working regularly 1:2:1 and in groups, to develop business skills, set goals and reflect on outcomes.Outcomes:• Within the 270 selected brokers, identified a core group of 20 brokers and customised an intensive program resulting in a significant uplift in the brokers business performance with the high achievers doubling the business written – year on year.• Created and delivered tailored training webinars, sourcing expert panelists with knowledge and experience to contribute.• Implemented weekly e-comms as an additional resource for the broker network, including helpful how to guides, upcoming educational sessions and any industry changes.• Use of networking and organisational skills to regularly assist with the Women in Finsure initiative.

  • Bundy Financial Services
    • Banking
    • 1 - 100 Employee
    • Operational Consultant
      • Oct 2019 - Oct 2019

      One month contract - objectives included reviewing, updating and formalising existing business operating procedures, identifying gaps within the processes and creating solutions to standardise communications to clients, ensure risk and compliance requirements are met and are correctly documented for audit purposes. Outcomes: • Formalised and refined standard Handbook Guide for the end-to-end process of a broker client application – from initial lead to settlement and annual reviews. • Online checklist creation for staff to utilise to ensure applications are correctly submitted and settled, which is subsequently used for evidence of compliance should it be required. • Established standardised client file set-up structure for application documents stored. • Templated emails created for client communication at each stage of the application process • Design of application fee calculator (including stamp duty) for making loan recommendations to clients. • Creation of interest rate comparison calculator for use with client interest rate reviews / refinance discussions.

  • Bankwest
    • Australia
    • Financial Services
    • 700 & Above Employee
    • Business Performance Analyst - Third Party (Secondment)
      • Jan 2019 - Aug 2019

      Responsibilities included execution of strategy actions, risk management, third party governance and oversight, change delivery within retail banking. A key contact for internal stakeholders across a number of different core business functions.Achievements:• A 6-month secondment due to depth of process knowledge and demonstration of drive and passion; enabling business to maintain continued support to Tribes and projects.• Pivotal in supporting the implementation of Third Party - Continuing Professional Development (CPD) program, which resulted in meeting the required deadline and furthering the capability of the business unit.• Acted as a key contributor to support the Core Logic migration project which achieved a seamless transition for our broker network.• Recognised by management for effective communication creation and delivery for a service provider incident.

    • Broker Support Manager - Third Party
      • Jul 2015 - Jan 2019

      Responsible for developing and maintaining stakeholder relationships (i.e., internal colleagues/teams and external third parties within the broker network), as well as analysing system data to convert applications efficiently.Achievements:• Identified as high performer with a strong technical background in settlement and therefore chosen to relocate interstate for an 8-month secondment, which became a permanent position.• Created, updated, and published business unit Standard Operating Procedures (SOP’s) to support best practice and minimise risk, where these previously did not exist.• Investigated and implemented Continuous Improvement ideas, liaising with internal stakeholders to deliver meaningful customer outcomes.• Subject Matter Expert - Third Party to successfully implement APRA lending restriction changes and the National Mortgage Form, achieving national recognition for the business unit through the Bankwest Heroes program.

    • Process Expert - Examinations
      • Apr 2015 - Jul 2015

      Acting as Process Expert to support a 3-month gap, which included the training and development of 10 new team members, and monthly Quality Assurance checks to ensure competency maintenance for existing staff. Created and maintained team SOP’s which resulted in consistent framework and practices, thus ensuring compliance and consistent outcomes.

    • Examinations - GLSWA
      • Jan 2014 - Apr 2015

      Responsible for verifying retail consumer loan and security documents to ensure accuracy according to regulations and preparing settlement instructions to register new security. Regularly upskilled in additional tasks within the team, such as managing the Team mailbox/mobile and rectifying settlement shortfalls in a high-pressure environment with tight time restraints.Achievements:• National recognition as a standout within the business unit, through the Bankwest Heroes program for demonstration of consistent commitment to organisational values and putting the customer first.

    • Verifications - Business, Commercial & Private Banking
      • May 2013 - Jan 2014

      Working within the Private, Business, Commercial and Rural & Regional business unit, responsibilities included:• Verifying consumer and business loan and security documents, ensuring accuracy and compliance to regulations.• Opening loan accounts as per contract and credit approval, registering new security and preparing documents for releases of various security types.• Creating instructions for the Disbursal team to follow, which allowed for customer’s loans to be drawn down for progress payments, loan repayments or settlements.

    • Business Operations Training Partner
      • Sep 2011 - May 2013

      Working within the Private, Business, Commercial and Rural & Regional business unit, responsibilities and achievements included:• Identified, designed, developed, and delivered high quality training and session guides.• Maintained and effectively used assessment materials, test items and evaluation tasks.• Ensured training programs met the needs of the business in line with regulatory/ compliance and bank guidelines and, own skill and knowledge reflect the current environment, policy, and process changes – within risk appetite.• Selected for an initial 12-month secondment; extended a further 6 months.

    • Disbursals & Support Services
      • Jan 2011 - Sep 2011

      Working within the Private, Business, Commercial and Rural & Regional business unit, responsibilities included:• Completion of disbursals, including progress payments, purchase, and discharge settlements; and support services activities, such as preparation of audit certificates and interest adjustments.• Communication and interface with relationship managers to meet clients’ needs.• Maintained a high level of accuracy and efficiency.

Education

  • Curtin University
    Bachelor of Commerce - BCom, International Business
    2009 - 2012
  • AAMC Training Group
    2021 - 2021
  • University of South Australia
    Bachelor of Commerce - BCom, Human Resources Management and Services
    2005 - 2007
  • Maitland Area School
    1991 - 2003

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