Douglas Roberts
Browns Bay,Auckland
Summary
Relationship Manager with extensive experience in client relationship management and issue resolution. Proven track record of enhancing customer satisfaction ratings through exceptional service delivery. Strong interpersonal skills and strategic planning abilities contribute to achieving business objectives and fostering positive rapport with clients and staff.
Overview
35
35
years of professional experience
Work History
Relationship Manager
Rabobank
Auckland, NZ
01.2015 - Current
- Manage portfolio of food and agri based client accounts, ensuring high levels of client engagement and loyalty to Rabobank.
- Build long-term relationships with lucrative clients by utilizing active listening, effective communication and dynamic interpersonal skills
- Established strong relationships with clients through regular, personalized communication, identification of growth opportunities, and early resolution of issues. This resulted in exceptional customer service, maintaining trust and loyalty.
- Developed and executed strategies for customer retention and prospect acquisition, including participation in networking events and industry conferences to attract new clients.
- Developed and analyzed information to assess the current or future financial status of clients, to enable structured financial products. This included the building of financial models for the purpose of assessing clients using sensitivity analysis, forecasting potential cash needs, and capital budgeting decisions.
- Identified opportunities for cross-selling and upselling financial products to meet clients' objectives. Partnered with internal teams to develop tailored financial solutions for clients, including engaging derivative market specialists to hedge and mitigate financial risks associated with commodity prices, and interest rates on company borrowings.
- Conducted regular review meetings with clients to assess their needs and adjust services accordingly.
- Maintained in-depth knowledge of a variety of food and agri-market trends, and competitor activities, to effectively engage with and challenge clients.
Relationship Manager
ANZ
, Wellington, NZ
03.2010 - 11.2014
- Managed a portfolio of clients for ANZ across a broad range of sectors, including food and agriculture, civil contractors, distribution, and engineering, generating over NZD 5.0 million of revenue.
- Developed and maintained strong relationships with clients through regular client meetings to assess progress, discuss opportunities for growth, and address any concerns. This was achieved through active listening, effective communication, and dynamic interpersonal skills.
- Focused on and achieved client loyalty through quality, productivity, service, and proactive management.
- Negotiated terms and conditions of client contracts to ensure mutual satisfaction.
- Analyzed client financial statements to assess risk, provide product guidance, and recommend strategies to mitigate potential losses.
- Identified opportunities for cross-selling and upselling financial products to meet clients' objectives.
Assistant Relationship Manager
ANZ
, Wellington, NZ
12.2007 - 02.2010
- Assisted Relationship Managers in handling customer inquiries and resolving issues, and preparing documents.
- Ensured compliance with all applicable laws, regulations, policies and procedures.
- Developed relationships with clients through regular communication via phone, email, or other methods of communication
- Responded to customer requests for information, forms, and materials in a timely manner.
- Collaborated with team members across multiple departments to ensure positive client experience.
- Resolved customer complaints in a professional manner while adhering to company standards.
- Maintained accurate customer records and updated customer profiles as needed.
- Coordinated with internal departments to ensure smooth delivery of services to clients.
- Participated in networking events and industry conferences to attract new clients.
Graduate Auditor
Deloitte
, Wellington, NZ
01.2005 - 12.2007
- Collaborated closely with other team members to develop effective audit plans for each audit client.
- Reviewed client documentation, including contracts, invoices, and bank statements.
- Prepared detailed audit workpapers for review by senior auditors.
- Reviewed financial statements to ensure accuracy and compliance with regulations, and assisted in the preparation of reports outlining findings and recommendations, highlighting any irregularities or inconsistencies found during the process.
- Reviewed and evaluated internal control systems, financial records, and accounting systems to ensure the accuracy of information, and assisted in the preparation of the reports.
- Ensured timely completion of all assigned tasks within set deadlines.
- Maintained required professional development hours and remained in adherence with audit standards in this regard.
Undergraduate Student
N/A
, Hamilton/Tauranga NZ
03.2001 - 06.2004
- Mastered various software tools, in particular, Excel, and platforms for online learning and assignments.
- Analysed company's expenditures and developed financial models.
- Participated in academic competitions, honing skills and gaining recognition.
- Conducted research using academic journals and online databases for various papers.
- Participated actively in group projects, contributing to successful outcomes.
Dairy Farming
McLeod Farms
, Whakatane NZ
08.1990 - 06.2000
- 18 months farming in Canada on a farm exchange program.
- 3 years as Assistant Farm Manager on a 400-cow autumn/spring calving operation.
- Two years as Farm Manager on the same property.
- Five years share milking for McLeod Farms on a separate 320-cow spring-calving property.
Education
Bachelor of Management Studies (Accounting) - Accounting
Waikato University
Hamilton/Tauranga06-2004
Skills
- Client relationship management
- Financial analysis and modeling
- Customer retention strategies
- Portfolio management
- Market trend analysis
- Cross-selling techniques
Affiliations
- An avid sailor, I compete regularly in yachting regattas
- Daily exercise in the form of gym or home workouts is a key part of keeping fit and mentally sharp
Timeline
Relationship Manager
Rabobank
01.2015 - Current
Relationship Manager
ANZ
03.2010 - 11.2014
Assistant Relationship Manager
ANZ
12.2007 - 02.2010
Graduate Auditor
Deloitte
01.2005 - 12.2007
Undergraduate Student
N/A
03.2001 - 06.2004
Dairy Farming
McLeod Farms
08.1990 - 06.2000
Bachelor of Management Studies (Accounting) - Accounting
Waikato University