Manik M.

Experience

• 

  Krispy Kreme Australia & New Zealand

  Jan 2018 - Jun 2021

  -Lead and supervise a team of retail associates, ensuring adherence to company policies, procedures, and standards.-Allocate tasks to ensure smooth workflow and productivity. Train new team members on procedures, products, and customer service, offering ongoing coaching for enhanced performance.-Set a high standard for customer service, leading by example in providing friendly, efficient, and memorable experiences for all customers. Evaluate team performance, offering feedback and recognition for excellence while addressing concerns through coaching.-Oversee inventory levels and product availability, coordinating with management to ensure adequate stock levels and minimize waste. Ensure products meet company standards through regular checks and prompt issue resolution.-Oversee cash procedures, including register management and reconciliation. Generate sales reports for trend analysis and improvement opportunities.-Facilitate open communication, sharing important information and encouraging feedback from team members. Address customer complaints promptly and proactively identify operational challenges for resolution. Show less

  • Team Lead Supervisor

    Jan 2021 - Jun 2021

  • Production Specialist

    Jan 2018 - Jan 2021
• 

  Easylink Finance Australia Pty Ltd

  Aug 2019 - Feb 2020

  Accounting and Finance Intern

  • Conducting financial analysis and reporting to support decision-making processes within the firm and assisting in processing remittance transactions, ensuring accuracy and compliance with regulatory requirements along with preparation of financial reports, such as balance sheets, income statements, and cash flow statements.• Entering data into financial systems, maintaining accurate records of transactions, and ensuring data integrity.• Supporting compliance efforts by verifying customer information, monitoring transactions for suspicious activity, and adhering to anti-money laundering (AML) and know your customer (KYC) regulations. Learnt AUSTRAC reporting requirements, transaction reporting for exceeding threshold & Suspicious Matter Reporting.• Assisting with audit processes by gathering documentation, reconciling accounts, and preparing audit schedules. Show less

• 

  NAB

  Jun 2021 - May 2024

  • Efficiently managed complex property transactions and led the pilot team to develop and enhance ownership of property transactions through the introduction of Case management model.• Implemented communication strategies to enhance team collaboration and cohesion, resulting in improved accountability and strong relationships between the team members and bankers across settlements teams.• Collaborated effectively with cross-functional teams of Home Lending Executives and bankers to address Key Performance Indicators (KPIs) and metrics of PEXA and played a key role in enhancing the “Verification of Settlements” metrics in PEXA, making NAB no. 1 in Australia.• Volunteered to assist other departments-Releases/Disputes in handling and managing customer complaints escalated with AFCA. Successfully handled complex communication with customers and collaborated with internal and external stakeholders to provide timely resolutions within the AFCA SLA requirements. Show less • Enhanced customer satisfaction scores by an impressive 60% through the implementation of customer-centric improvements, including clearer communication, expedited processing times, and proactive issue resolution.• Recognized as the Most Valuable Player (MVP) in Lending Services for 2023, leading over 6 continuous improvement initiatives as a Subject Matter Expert (SME).• Stepped up as Lead in the absence of the primary leader, swiftly improving Service Level Agreements (SLAs) within Lending Services from 5 days to just 2 days through focused service delivery and customer-oriented process changes, including faster disputed resolution and proactive complaints management.• Awarded "Temp of the Month" for an impressive 7 consecutive months for consistently exceeding expectations in customer service and collaboration while embodying NAB values.• Spearheaded a project enabling acceptance of OFI Accounts for Customer's Surplus funds during discharge settlements, resulting in a notable 23% improvement in CE Score and over a 35% increase in NAB's Participation Score in PEXA.• Orchestrated a project facilitating direct delivery of Paper Clear Titles to customers' addresses, significantly elevating Customer Experience by nearly 45% and bolstering NAB's reputation for a customer-centric approach.• Collaborated with Executive Leadership and senior management to revamp key performance indicators (KPIs) within Releases space, transitioning from volume-focused to quality, service behavior, and client- driven metrics, yielding favorable customer outcomes with reduced errors and heightened satisfaction. Show less

  • Associate & Step-Up Lead, Digital Settlements Case Management

    Feb 2024 - May 2024

  • Associate & Step-Up Lead, Case Management-Releases

    Mar 2022 - Feb 2024

  • Mortgage Releases Officer

    Jun 2021 - Mar 2022
• 

  HSBC

  May 2024 - now

  Customer Relations Manager