NADIA PITMAN
Papamoa,Tauranga
Summary
A forward-thinking manager who is driven, innovative and customer obsessed. I thrive on being able to shape and deliver products and processes that improve both business and customer outcomes. I have extensive knowledge in the home loan customer journey along with proven experience in process improvement and product design having worked in both frontline ASB and corporate CBA. I feel this experience is a key differentiator as I am able to relate to both the corporate strategy and the end user with a strong focus on customer experience.
Overview
16
16
years of professional experience
Work History
Premium Relationship Manager
ASB Premier
07.2019 - Current
- Proactively manage 160 groups of high net worth customers.
- Pro-actively drive and grow client acquisition and referrals from existing portfolios.
- Perform lending, banking, business administration and financial tasks to guarantee five-star service for customers.
- Increase new to bank relationships within All Black Rugby 7s team through business development.
- Communicate regularly with clients to understand needs, evaluate current product use and cross-sell new products.
- Educate clients on available technological tools.
- Build and maintain relationships with new and existing clients while providing high level of expertise.
- Deliver exceptional customer service to every customer by leveraging extensive knowledge of products and services.
- Cross-trained new to Premium Managers.
Strategic Projects Manager
Commonwealth Bank
10.2017 - 01.2019
- Process lead for a major multi million dollar Home Buying project that developed and implemented a new home loan application interface.
- Collaborated with development team and scrum teams.
- Interacted with internal stakeholders as voice of customer.
- Scheduled and facilitated meetings between project stakeholders to discuss deliverables, schedules and conflicts.
- Developed learning packs and facilitated coaching sessions with front-line.
- Fostered strong relationships with stakeholders to promote positive working relationships.
- Identified, reviewed and applied policies and procedures.
CX Senior Manager
Commonwealth Bank
12.2016 - 10.2017
- Key customer experience consultant on relevant Home Buying wide initiatives.
- Used home loan complaints and disputes data to better understand customer pain points.
- Worked with Market Research to develop front line customer mystery shopping program to understand key pain points and customer experience across proprietary channels from lead to home loan application.
- Developed customer journey map across home buying ensuring strategic priorities align to customer needs.
Home Loan Process Improvement Manager
Commonwealth Bank
02.2013 - 12.2016
- Project lead for introducing point of sale printing to Third Party Diamond Brokers allowing for quicker time to yes and documentation for customers.
- Project lead on enabling ‘electronic terms and conditions’ for CommBanks Third Party Broker Channel, improving risk controls, removing waste and supporting a remove paper strategy.
- Project lead to simplify CommBanks Home Loan document pack which reduced customers signature requirement and simplification of language used leading to an improved customer experience.
- Data analysis to improve turnaround time (TAT), reduce waste and improve customer satisfaction.
- Developed and initiated projects, managed costs, and monitored performance.
Sales Manager Retail Lending
Commonwealth Bank
02.2010 - 02.2013
- Manager and leader of a team of Personal Lending Specialists.
- Indirect responsibility of driving and maintaining the Sydney region lending portfolio.
- Home loan coaching and support to branch lending staff (including Area Managers and Branch Managers).
- Monitored performance levels and, where needed, develop improvement plans in conjunction with lenders and branch managers.
- Maintained energy and enthusiasm in fast-paced environment.
- Proved successful working within tight deadlines and fast-paced atmosphere.
Lender Proficiency Coach
CBA
Sydney
02.2009 - 02.2010
- Coached, mentored and supported new lenders through a 24 week extensive lending programme.
- Managed relationships with key stakeholders surrounding critical risk principles and bank strategies, implementing policy as required. Stakeholders include: Credit Risk Management Analytics, Credit Support & Monitoring and Home Loan product team.
- Worked with Branch Managers and Area Offices on appropriate sales management action plans with a view to increase outcomes.
- Used key lending reports to identify developmental areas and drive lender performance.
- Monitored performance levels and, where needed, develop improvement plans in conjunction with lenders and branch managers.
- Reviewed loan files for compliance and credit quality.
Education
Bachelor of Arts - Double Major in French And Spanish
University of Waikato
Hamilton 2000
Green Belt Certification -
S A Partners
Sydney 2016
Skills
- Solution Mindset
- Team Player
- Strategic Planning
- Coaching and Development
- Self-Motivated
- Decision Making
- Effective Communicator
- Continuous Improvement
- Agile Work Processes
Additional Information
- 2023 Q2 Premium Banking Individual Brilliance Award Winner (ASB)
- 2023 Q2 Winner Lender Excellence Award (ASB)
- 2022 Overall Winner for the Individual Brilliance Premium Banker Award (ASB)
- 2022 Q4 Winner Lender Excellence Award (ASB)
- 2022 Q2 Premium Banking Individual Brilliance Award Winner (ASB)
- 2018 Individual Ultimate Success Award Winner (CBA)
- 2017 CEO Productivity Award (CBA)
- 2011 CEO Award Individual (CBA)
Timeline
Premium Relationship Manager
ASB Premier
07.2019 - Current
Strategic Projects Manager
Commonwealth Bank
10.2017 - 01.2019
CX Senior Manager
Commonwealth Bank
12.2016 - 10.2017
Home Loan Process Improvement Manager
Commonwealth Bank
02.2013 - 12.2016
Sales Manager Retail Lending
Commonwealth Bank
02.2010 - 02.2013
Lender Proficiency Coach
CBA
02.2009 - 02.2010
Bachelor of Arts - Double Major in French And Spanish
University of Waikato
Green Belt Certification -
S A Partners