Danielle Champion

Experience

• 

  Spark New Zealand

  Apr 2011 - Jan 2013

  Answer Message Services
• 

  Rabobank Australia

  Aug 2013 - now

  Responsible for providing support to 10+ Operational Team Leads & Managers with the use of lean based Active OperationsResponsible for the governance and understanding of lean based Active Operations Methods (AOM) and other business management fundamentals. Providing a consistent business language and framework, to assist Operational managers with short and long term planning, continuous improvement and control. Key tasks include, but are not limited to;■ Active operations management (AOM) champion and system administrator. Educating staff on AOM methodology, ensuring teams prepare and attend CI, variance, load and daily buzz meetings■ Conduit between department and Continuous Improvement (CI) team. Applying a CI lense to team ways of working, operational management, employee expectations and process improvement■ Ownership of establishing employee engagement framework. Development of cross functional group to deliver required actions■ Responsible for the development of regular internal staff communication strategy. Assisting the department head with administrative activities and events Show less Accountable for all operational data maintenance and setup activities across Rabobank Australia. Including Rabobank Online Savings, Adviser Services, Country Banking and Wholesale.Key tasks include, but are not limited to;■ Maintain and ensure the delivery of client and facility data maintenance activities■ Facilitate employee development through 1:1 coaching, individual development plans and formal training■ Plan and deliver data cleansing/remediation projects, providing regular progress updates and assigning staff to clear backlogs■ Adherence to AML/CTF legislation (local and global), ensuring staff are kept up to date with new requirements, along with other regulatory reporting responsibilities (QTFN, FCS, FATCA, CRS etc.)■ Responsible for ensuring the completion of product and stock management, including: cards, cheque books, stationary and tokens for internet banking Show less Responsible for overseeing the client onboarding and maintenance services for the deposit arm of Rabobank, including the Adviser Services portfolio. Key tasks include, but are not limited to;■ Ensure staff understand AML/CTF requirements (local and global), along with other compliance and regulatory reporting (FATCA, CRS, FCS etc).■ Ensure a consistent customer experience is delivered via phone/email/outbound and ensure all service levels are achieved.■ Coach/develop all team staff to deliver the highest quality of customer service of on-boarding our customers and to assist in performing day to day operational tasks.■ Maintaining high standards of data entry & onboarding whilst contributing to a high level of client satisfaction for both the retail and intermediary channels respectively. Show less Professional co-ordination services to Hiring Managers, to on board and fully equipped new employees to the bank. Role incorporates preparation of employee contracts, brief day one induction, and the provision IT requests (hardware & accesses).Key tasks include, but are not limited to;■ Prepare and issue employment contracts and manage the new hiring process from when the candidate has been offered the role through to providing them with orientation on day one■ Raise and action IT requests for all hardware and system accesses required■ Maintain accurate files for each candidate following policy on the correct storage of the information ensuring highly sensitive information is kept private and confidential at all times■ Ensuring timely, accurate and professional communication throughout the Onboarding process Show less Responsible for analysing, planning and executing assigned testing activities. Liaising with various business units, stakeholders and vendors to ensure all releases are tested in full and deployed successfully. The test responsibilities also include working on global infrastructure changes, and "keeping the lights on" maintenance changes that impact Australia.Key tasks include, but are not limited to;■ Understanding and documenting all assigned test requirements, creating and executing test cases, and estimates for approval and analysis of test results.■ Strong written and verbal communication required to liaise with the business analysts when creating test cases to ensure full coverage from the business requirements.■ Providing day to day support to the business as required, investigating issues, providing data, solving customer and system related problems.■ Assistance providing test estimates, to help create test timelines, as well as communicating daily updates during test cycles to test leads, developers, vendors and key stakeholders. Show less To conduct Quality Assurance on key processes and procedures across the Customer Experience Centre. To assist with improving overall data integrity by involvement in remediation and projects focused on improving process with specific focus on underlying data quality.Key tasks include, but are not limited to;■ Undertake review of all work requests and complete quality assurance to ensure that work request is completed according to customer request, in line with procedures materials and meets all compliance and legal requirements.■ Report processing deficiencies to the Team Leader based on both individuals and also according to process■ Identify process improvements, and training gaps to Team Leader, and provide support to ■ Share technical knowledge with team by becoming technical specialist for team on key processes. Be able to help Team Leader to coach individuals to greater levels of performance■ Establish and improve on the Quality Assurance framework - focusing on overall improvements in quality assurance and timeliness of processing of requests. In particular support Six Sigma projects and initiatives within the team.■ Undertake and Assist with remediation and other data projects, that require detailed analysis and review of customer requests in order to improve overall data integrity of information held on customers within our systems■ Assist and participate in User Acceptance Testing when required for upcoming system releases and process changes. Provide consultancy to the Project Manager and/or Project Board members at their requirement during any stage of a project’s lifecycle■ Focus on team quality levels, and ensure that all work requests are completed accurately first time. Show less To provide outstanding customer service, value, expertise and efficiencies to our internal and external customers and stakeholders of RaboDirect.Key tasks include, but are not limited to;■ Proactively action all client correspondence (email/ faxes/ letters) in a responsive, accurate within service level turnaround timeframes. This includes client complaints.■ Proactively perform verification and validation of account applications with a high level of attention and accuracy.■ Process account opening, fulfilment and administrative tasks in a proactive, responsive, accurate and timely manner.■ Proactively action all application statuses that are ‘Incomplete’ and ‘ReWork’ in an accurate and timely manner.■ When required, calculation of term deposit break costs, daily reports, project testing etc.■ At all times, adhere to departmental, group wide and legislative banking policies and procedures (Anti-Money Laundering and Counter Terrorism Financing - AML/CFT). Show less

  • Manager, Business Improvement

    Jul 2021 - now

  • Manager, Active Operations

    Jun 2019 - Jul 2021

  • Team Lead, Data Management

    Aug 2018 - Jun 2019

  • Team Leader, Fulfilment & Adviser Services Teams

    Feb 2018 - Aug 2018

  • Welcome & Support Co-ordinator

    Sept 2017 - Feb 2018

  • Test Analyst

    Mar 2017 - Sept 2017

  • Senior Quality Assurance & Data Remediation Analyst

    Jun 2015 - Mar 2017

  • Customer Support Officer

    Sept 2014 - Jun 2015

  • Contact Centre Agent

    Aug 2013 - Sept 2014