Experience

General Capital

• New Zealand
• Financial Services
• 1 - 100 Employee

• Senior Manager Credit Control and Recovery

  • Jul 2023 - Present

  General Finance is a Non-Bank Deposit Taker, and Mortgage Lender which assists with short-term funding needs. General Finance Limited is a finance company operating as a residential mortgage and a commercial lender. The Company provides loans for a variety of purposes, generally enabling borrowers to complete a short-term transaction (such as preparing a property for sale, bridging a property acquisition, enhancing, developing, subdividing, building, constructing on and improving a property), or funding a business purchase or expansion (including working capital). Show less



ASB Bank

• New Zealand
• Banking
• 700 & Above Employee

• Senior Manager Operations Manager – Collections and Credit Solutions

  • 2018 - Jun 2022

  ASB Bank Limited provides a range of financial services including retail, business and rural banking, funds management, as well as insurance through its Sovereign Limited subsidiary, and investment and securities services.I led operational activities that supported the execution of Collections and Credit Solutions. This involved providing operational insights, technology support and development, and resourcing. This position expanded to take on the Administration and Quality Assurance teams, which oversee internal and regulatory compliance measures. Throughout my time with ASB I built and fostered a wide range of mutually beneficial relationships with a variety of internal and external stakeholders. This enabled open and frank conversations, enabling us to gain preference over competitors.Deployed daily KPI reporting, Operational outcomes, Customer interactions, productivity. Improved targeted Assurance programme and Risk insights. Drafted new Collections principles; How we engage with our customers (post Covid-19) and plain language documents to help and improve customers understanding of their rights and our support.Covid-19 impacts: Assisted stakeholders to pivot the entire business to focus on the customer impacts of Covid-19 lockdowns. Support across ASB’s entire portfolio. Reporting for Executives and RBNZ. Coaching and Mentoring; I provided coaching and mentoring to various levels of stakeholders across various projects (including CCCFA rollout, Risk uplift programme), the delivery of RFP process delivering $1M in value. We were awarded the ‘Team Impact’ title at the Risk Awards, based on our work to support customers during Covid-19.Winner ASB CEO EXCELLENCE AWARD – Productivity (2017). I used my strong productivity mindset, coaching and presentation skills to run a programme of workshops to uplift the department (100+ people) to change personal behaviours to achieve Silver Accreditation – Worksmart Continuous Improvement. Show less

• Senior Credit Recoveries Manager – Retail Credit

  • 2009 - 2018

  I led the Credit Recoveries team in enabling the timely and effective management of impaired home loans, via the enforcement of the Bank’s facility agreements and security documents. My role included coaching and developing a team of 11 portfolio managers, managing external stakeholder relationships and producing, analysing and developing portfolio performance reports for provisioning and identification of potential areas of risk.In this role, by using my team building, relationship, interpersonal and change management skills, I brought together two brands and teams to align tasks and create synergies. I also used my strong continuous improvement skills to streamline processes and improve productivity, which resulted in the redeployment of five FTE. An example was creating an immediate reduction in processing time by three hours per PLA notice. As well as this, my negotiation, influencing and public speaking skills and my ability to build quick rapport with others, combined with my strong commercial acumen enabled me to deliver successful presentations and workshops in Australia to LMI Insurers. In addition, by concentrating on waste identification and reduction, and by challenging the team to remove unnecessary tasks, I systemised a selection of complex legal processes and automated several complex transactions to eliminate human error.Resolved complaints and conflicts via my strong desire to resolve issues and my ability to bring parties together to find solutions has enabled me to work with internal and external partners including customers and business partners, solicitors, the Banking Ombudsman, auditors and regulators. Show less

• Project Manager – Remedial Risk – Phase 2

  • 2009 - 2009

  As Project Manager, I ensured smooth consultation between Experian and ASB’s Technology teams in order to enable project delivery expectations. This also included end user design, testing and training. “I was extremely impressed with the ASB solution - there are a few minor bug bears but this is one of the few automated hardship and asset realisation solutions. DCA and case management could use a few tweaks but definitely above industry averages.” Sacha Close, Collection Solutions Manager, Experian Decision Analytics Show less

• Manager Collections – Debt Assessment and Recoveries

  • 2006 - 2009

  Reporting to Senior Credit Recoveries Manager, I was responsible for coaching and developing a team of seven to maximise recoveries of consumer and unsecured debt. This involved managing external collection agencies and the engagement of legal action where warranted.By setting clear expectations and motivating team members to identify their weaknesses, change their mindsets and set goals and objectives, I empowered people to learn how to take ownership of their own learning and progress. By creating an engaged, high-performing and productive team, I ensured that our financial targets were regularly exceeded, with targets increased to 150% and still met. The quality of service also improved customer satisfaction scores.As well as this, by understanding the team’s perceived obstacles, I provided examples of how to improve, including batching certain tasks, reducing duplication or extra processing, and asking “does this need to be completed this way.” This freed up to contact more customers and meet their needs. Show less

• Commercial Account Manager – ASB Business Banking

  • 2003 - 2006

  I managed front-line service to a portfolio of high value commercial clients, prospects and intermediaries whilst providing operational support to the Commercial Manager. This included the finanical analysis and management of new lending applications, banking covenants, annual lending reviews, credit quality maintenance and protecting the Bank from adverse trends in various business environments and the deterioration of account conduct. In this role, I offered support to a number of other internal teams including the Personal Credit Unit and the Risk Asset Review’ team. This saw improved independent reviews set up, which in turn reduced risk. As well, by being truly engaged with customers, I was able to build real rapport, which enabled me to be comfortable in asking probing questions to help me properly understand their needs. I regularly featured in the quarterly Business Development rewards for improving customer engagement and ASB profitability.As well as this, I took leadership of ASB’s stand, assisting the team with direction and support. My ability to engage with a variety of people, including business owners, and identify business development opportunities and provide simple value-add tools and services resulted in multiple referrals made to ASB specialists. Show less

• Senior Credit Controller

  • Jun 1998 - 2003

  The primary purpose of this role was to manage impaired home loan assets whilst protecting the Bank’s brand and reputation, to negotiate repayment terms for at risk facilities and to identify and mitigate losses. I was also responsible for completing enforcement action through to mortgagee sale (and post-sale enforcement) when necessary and liaising with ASB’s external representatives, customers and customer advocates. The identification of losses or risks factors that would likely result in a loss were reported to the Bank’s Retail Credit Committee. Details of this review were similar to the pre-emptive reviews completed by the Bank’s ‘Risk Asset Review’ team. Show less


BellSouth New Zealand
• Corporate Credit Controller

  • 1994 - 1998


ANZ

• Australia
• Banking
• 700 & Above Employee

• Various Roles

  • 1988 - 1994

  Various roles covering the Banking spectrum. Ledgers, Customer Service desk, International (Trade) Services, Lending, Securities, HO Personnel (Recruitment, Payroll, Policy Support etc.) Various roles covering the Banking spectrum. Ledgers, Customer Service desk, International (Trade) Services, Lending, Securities, HO Personnel (Recruitment, Payroll, Policy Support etc.)