Nora Ape
Reservoir,Australia
Summary
Experienced financial services and government professional with a strong background in administrative support, customer service, and process optimisation. Currently acting as Team Leader within the Common Corporate Support Branch (CCSB), overseeing staff performance, quality assurance, and process improvement under the Flexible Task Allocation (FTA) model. Proven ability to lead teams, develop staff, and manage workflow across multiple service areas. Recognised for exceptional problem-solving, attention to detail, and service excellence, with a consistent record of operational improvement and stakeholder engagement. Motivated to continue supporting organisational growth and performance through leadership, innovation, and collaboration.
Overview
11
11
years of professional experience
Work History
Acting Team Leader
Common Corporate Support Branch
10.2025 - Current
- Lead a team of 7 staff under the Flexible Task Allocation (FTA) model, managing workload distribution and ensuring service quality across multiple CCSB functions.
- Conduct regular PDP discussions, identify skill gaps, and implement development plans to build capability and maintain engagement.
- Coordinate the transition of the CAS Helpdesk to the Customer Care Contact Centre, currently in progress, developing and documenting Standard Operating Procedures (SOPs) and SharePoint resources to support service continuity.
- Collaborate with IT and Contact Centre SMEs to align processes and improve transition outcomes while maintaining day-to-day operational efficiency.
- Manage competing priorities by balancing leadership, quality assurance, and Helpdesk responsibilities to maintain performance standards.
- Provide feedback and insights to CCSB leadership to support process improvements and enhance staff experience under the FTA model.
Business Support Officer
Common Corporate Support Branch
09.2024 - 09.2025
- Delivered front-line support across Concessions & Hardship, CIRV Helpdesk, VPTAS Claims, and CRIS/CRISSP ICCMS Helpdesk.
- Processed hardship grants using URGIS and managed VPTAS claims via Smith & Jones systems.
- Navigated CIRV and AppConnect platforms to support statewide immunisation register processes.
- Contributed to continuous improvement initiatives by identifying service gaps and streamlining operational procedures.
Operations Specialist, Global Markets
ASB Bank Limited
10.2018 - 01.2024
- Managed client servicing, onboarding, and middle office support for complex financial transactions.
- Produced daily risk compliance reports, ensuring accuracy and adherence to regulatory standards.
- Implemented process improvements and updated SOPs to enhance efficiency and compliance.
- Liaised with Risk, Compliance, and Technology teams to deliver consistent, high-quality service outcomes.
Senior Data Maintenance Officer
ASB Bank Limited
09.2016 - 09.2018
- Supervised document management and compliance processes, ensuring accuracy and adherence to policy.
- Developed SOPs improving efficiency and data integrity across the team.
- Coached staff to maintain high compliance standards and supported quality assurance reviews.
Data Maintenance Officer
ASB Bank Limited
05.2015 - 08.2016
- Processed complex documentation and resolved data inconsistencies across financial systems.
- Collaborated across departments to streamline document control processes.
Education
Professional Development Studies - Leadership
Vector Growing Pasifika Niu Leadership
Auckland, New Zealand01.2018
Bachelor of Arts - History & Ethics
The University of Auckland
Auckland, New Zealand01.2004
Skills
- Service Excellence and Client Focus
- Team Leadership and Performance Coaching
- Stakeholder and Change Management
- Process Optimisation and Continuous Improvement
- Resource and Task Allocation (FTA Model)
- Quality Assurance and Compliance Monitoring
- Time Management and Organisational Abilities
- Strong Communication and Interpersonal Skills
- Effective Collaboration with Stakeholders
- Administrative and Office Management
- Data Accuracy and Documentation Control
- Proficient in SAP, Calypso, Microsoft Office Suite, URGIS, CIRV, AppConnect, and CRIS Systems
Accomplishments
- CCSB Bravo Awards – July 2025 (Nominated: Energiser Bunny)
- CCSB Bravo Awards – Dec 2024 (Awarded: League of Legends; Nominated: Energiser Bunny, Dashing Debut, Service Superstar)
- Customer Service Excellence: ASB Bank Global Markets People's Choice – Overall Department Winner (2019–2021).
- Process Efficiency: Achieved a 93% reduction in QA check time for loans, enhancing operational performance.
- Onboarding Efficiency: Reduced client onboarding time by 60%, improving satisfaction and experience.
- Strategic Acquisition: Contributed to a high-stakes acquisition, demonstrating strong analytical and operational skill.
- Leadership Recognition: CEO Awards Nominee for Individual Brilliance & Team Productivity (2017) and ASB Spirit (2016).
- Customer Service Awards: Best Team in Customer Service (ASB CEO Awards 2010); Super Achiever & Customer First Champion (2009–2012).
Affiliations
Pacifica Inc
Timeline
Acting Team Leader
Common Corporate Support Branch
10.2025 - Current
Business Support Officer
Common Corporate Support Branch
09.2024 - 09.2025
Operations Specialist, Global Markets
ASB Bank Limited
10.2018 - 01.2024
Senior Data Maintenance Officer
ASB Bank Limited
09.2016 - 09.2018
Data Maintenance Officer
ASB Bank Limited
05.2015 - 08.2016
Professional Development Studies - Leadership
Vector Growing Pasifika Niu Leadership
Bachelor of Arts - History & Ethics
The University of Auckland