Jacqueline Gonsalves
Auckland,Henderson
Summary
Dedicated and passionate team player with extensive experience within the financial services sector. Proven track record of driving strategic projects, navigating complex regulatory environments, and implementing effective risk management practices. Seeking a challenging role to leverage my expertise in operational risk, compliance, and stakeholder management.
Overview
14
14
years of professional experience
Work History
HR Operational Risk and Compliance Consultant
Westpac NZ Limited
11.2023 - Current
- Lead the development and implementation of the operational risk management framework.
- Conduct comprehensive risk assessments to identify, assess, and mitigate operational risks across HR business unit.
- Collaborate with cross-functional teams to enhance operational controls and streamline risk management processes.
- Provide regular reports to senior management on key risk indicators,mitigation process and emerging trends.
- Promoting strong risk awareness and culture, including supporting and delivering training in areas where requirements for further risk uplifts are identified.
- Evaluate and enhance internal controls to minimize the risk of non-compliance.
- Develop and implement incident response plans to address and proactively manage risks.
- Investigate and report on compliance breaches and incidents, recommending corrective actions.
- Assist in internal and external audits by providing documentation and evidence of compliance.
Risk and Compliance Specialist
Westpac New Zealand
08.2022 - 10.2023
- Promoting strong risk awareness and culture, including supporting and delivering training in areas where requirements for further risk uplifts are identified.
- Identifying, managing, and monitoring operational risks within the HRC business unit.
- Directed and implemented strategic improvement plans to integrate solutions to audit findings and workflow process issues.
- Collaborated with internal and external stakeholders, and legal counsel to confirm compliance with applicable laws and regulations.
- Implemented improvement initiatives to monitor and identify gaps in new and existing practices.
- Respond to employee inquiries regarding compliance regulations and procedures.
- Developing and maintaining risk management appetite and strategies.
- Identifying and providing solutions to areas that require attention and remediation in accordance with Westpac's Risk Frameworks and Policies.
- Prepare regular and ad-hoc risk reports for management to provide overview of current and emerging risks, issues and control assessments.
Subject Matter Expert - Financial Solutions
Westpac New Zealand
10.2020 - 08.2022
- Train staff in team and regulatory compliance requirements to promote conformance.
- Create and manage process documentation to provide a clear and comprehensive understanding of various processes to preserve staff knowledge and to mitigate risks and maintain operational consistency.
- Manage CRM database including trouble shooting and maintenance, updates and report generation.
- Identifying, analysing and improving upon existing business processes within organisation for optimisation and to meet new quotas or standards of quality.
- Project management and testing new processes before official execution.
- Collaborated with management to identify and prioritize new development concepts.
- Provide coaching and guidance to team members.
- Supported teams in continuous delivery of quality products and services, enhancing usage and introducing new features.
- Generating reports for management to report any CCCFA breaches.
Financial Solutions Analyst
Westpac New Zealand
07.2019 - 10.2020
- Assess and understand customers situation, empathise with customer and offer financial solution (e.g. repayment plans, deferral, interest rate reduction) appropriate for client's circumstances balancing needs and interests of customer and Westpac.
- Review, assess and make decision on applications for financial hardship assistance, including any supporting documentation.
- Ensure regulatory guidelines, compliance with company policies and procedures are met when servicing customer needs.
- Assist with investigating and resolving client complaints & disputes.
- Documented all accounts accurately, clearly and concisely noting reason for hardship and potential repossession loss.
- Being agile and demonstrating flexibility to assist in other areas of business if required.
Accounts Receivable/Credit Controller
South Pacific Timber (1990) Ltd
07.2015 - 06.2019
- Reviewed customer accounts for compliance with repayment obligations by examining customer payment plans, payment history and credit line.
- Performed checks of customer creditworthiness and current situations.
- To provide high quality customer service and maintaining relationships with range of existing account holders.
- Responsible for collection, analysis, and reporting of sales and stock related data in ongoing effort to increase overall sales productivity.
- Well-versed in gathering requirements from business users and integrate same into system through assistance of IT personnel.
- Identifying existing problems relating to company software and finding ways to improve it by working closely with software manager.
- Process timely and accurate Master Data Changes to reflect new pricing of stock.
- Creating monthly/weekly e-newsletters to new and existing account holders.
- Managing responses and feedback for all online comments and reviews associated with Facebook page, TradeMe listings and web enquiry.
Contact Centre Consultant
Concentrix
05.2014 - 07.2015
- Assisted customers with general enquiries and to book flights, making changes to bookings, booking hotels, rental cars, travel insurance.
- Develop skills and, at all times, demonstrate effective use of all tools, products, and processes;
- Communicated effectively with customers, peers, support personnel, and management;
- Displayed professionalism with all levels of people including senior management and executives.
Senior Claims Associate
Willis Processing Services Ltd
08.2009 - 01.2014
- Worked productively in fast-moving work environment to process large volumes of claims for Marine Cargo & Logistics.
- Handling claims portfolio Processing insurance claims from initial notification to settlement and closure.
- Monitoring claim payments and chasing carriers for their agreement/ settlement.
- Ensuring claims/collections settled to client on timely basis and ensuring compliance of claim files.
- Generate claims stats package, which helps placing brokers for renewals of business.
- Mentoring new trainees and Conducting Quality Assurance Checks of claim files processed by junior technicians.
- Collaborate with Claims Team (London), Underwriters, Brokers and internal stakeholders and work in tandem to to achieve fast resolution of claims.
Education
Post Graduate Diploma in Business - Business Administration
UUNZ- University of South Queensland
Auckland, NZ02.2015
Bachelor in Accounting & Finance - Accounting And Finance
St Andrews College Bandra - Mumbai University
Mumbai, India05.2009
High School Diploma -
St Andrews College Bandra - Mumbai University
Mumbai, India05.2007
Skills
- Detail Oriented
- Cybersecurity Protocols
- Intermediate to advanced proficiency in Microsoft Office, includes working confidently on Word, PowerPoint and Excel spreadsheets
- Ability to create, manipulate and extract information from large data sets
- Strong Analytical skills with ability to analyse complex technical information
- Excellent communication and interpersonal skills
- Stakeholder Engagement
- Staff training
- Investigation Skills
- Project Coordination
- Process Improvements
- Risk Management
Accomplishments
- Recognised for uplifting risk maturity and capability across Human Resources & Communications(HRC) business unit by means of introducing various training programme for HRC staff and senior managers.
- Received multiple nominations at Westpac New Zealand to be a Legend in the ‘Best Customer Outcome', 'Emerging Leader', 'One Team - Collaborating for Success' and 'Leading change' category.
- Received annual performance bonus and appreciation from management at South Pacific Timber for taking the initiative to streamline office operations.
- Received appreciation and a nomination from Claims Team (London) and the Client for my effort in handling the account portfolio efficiently and delivering valuable and prompt services to British American Tobacco account at Willis.
- Received reward and recognition for handling a high volume account “Trafigura” efficiently and ensuring claims/collections settled to the client on a timely basis.
- Awarded as an Elite Performer and received ‘Money Honey' Award at Concentrix for highest revenue of the month.
Timeline
HR Operational Risk and Compliance Consultant
Westpac NZ Limited
11.2023 - Current
Risk and Compliance Specialist
Westpac New Zealand
08.2022 - 10.2023
Subject Matter Expert - Financial Solutions
Westpac New Zealand
10.2020 - 08.2022
Financial Solutions Analyst
Westpac New Zealand
07.2019 - 10.2020
Accounts Receivable/Credit Controller
South Pacific Timber (1990) Ltd
07.2015 - 06.2019
Contact Centre Consultant
Concentrix
05.2014 - 07.2015
Senior Claims Associate
Willis Processing Services Ltd
08.2009 - 01.2014
Post Graduate Diploma in Business - Business Administration
UUNZ- University of South Queensland
Bachelor in Accounting & Finance - Accounting And Finance
St Andrews College Bandra - Mumbai University
High School Diploma -
St Andrews College Bandra - Mumbai University
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