CATHERINE STEPHEN

• Conceptualised and led the incubation of Service Management and MI Services for the operational functions.
• Drive forward the delivery of Process Improvement initiatives and controls embedded. Deliver and own governance frameworks looking to drive forward root cause analysis particularly by ways of automation holding service reviews and ensuring completion of actions that are timely and managed well within the strategic compliance and budget.
• Specialist in leading, owning and publishing strategic insights with easy-to-understand visuals that are solution oriented.
• Reported project status and financial updates to stakeholders and collected feedback.
• Produced MI and insights to optimize service delivery of the Hubs with excellent presentation and quality standards.
• Trained and mentored employees to maximize team performance.
• Diffused challenging situations using conflict management techniques.
• Engaged with customers to better understand needs and deliver excellent service.
• Collaborated with staff to formulate budgets and improve department revenue.

· Europe/Corporate/ISC (8th Jan 2018 to 11th Sep 2020) Stakeholder Management Multiple stakeholder management and established partnership between markets and Global Business Operational (Shared Service Centres).

· Pivotal communication champs to connect the markets and GBO teams Run, Drive and Own Stakeholder Service Surveys Lead and own service reviews which are run monthly and quarterly.

· Holding into account senior stakeholders for driving and delivering RUN/IMPROVE side of the business plan.

· Transitioned service management function for Europe, Corporate and International Supply Chain from Budapest to Bangalore, Transitioned performance reporting function from Budapest to Bangalore

· Operational Excellence and Risk Management Align KPIs driven by Global Business Operational (Shared Service Centres) teams with the respective market priorities Escalation point for issues to be showcased to the senior management.

· Monitor and track them to closure with clear mitigation plans Drive process efficiencies using tools like Service Improvement Plans and Service Development Plans Risk Management - Escalation point for risk and compliance to be included as a part of communication to the senior stakeholders.

• Earned the “ANZ CEO Recognition” Award in 2014 for Best Operations Leader
• Managed and motivated high-performing teams for successful KPI attainment.
• Led overall direction, coordination and evaluation of department functions.
• Minimized discrepancies by effectively training employees on best practices, policies and procedures.
• Monitored and reviewed operational performance, aiding improved business strategy to maximise productivity.
• Developed, recommended and implemented strategies to improve employee work quality and speed.
• Analysed financial data to track and achieve budget targets.
• Reduced costs and improved operations by analysing processes and customer feedback.
• Served as key corporate representative, liaising with various stakeholders in support of operational excellence.
• Best team awards for Personal Loans, Home Loans, Travel Cards through
• Tracked and reported on KPIs, investigating variances and developing solutions to address bottlenecks or constraints.
• Analysed operations data to identify process gaps and successfully implement change.
• Cultivated continuous improvement environment, routinely identifying and addressing training needs to drive staff development.
• Led and coached team leaders to meet performance targets and deliver operational excellence.
• Aided senior leadership by recommending corrective actions and improvements to company operations.

• Maintained knowledge of industry trends, innovations and best practices to offer up-to-date financial expertise.
• Forecasted expenses and revenue with financial modelling mastery.
• Reviewed expenditures against established budgets, reporting on variances and implementing controls to reduce overages.
• Analysed financial data to identify trends and provide operational guidance.