Summary
Overview
Work History
Education
Skills
Certification
LANGUAGES
Hobbies and Interests
Timeline
Generic

SHREYAS DEBUR

Christchurch,New Zealand

Summary

Experienced financial services and hospitality professional with a successful track record in client relations and managing complex loan transactions. Deep knowledge of credit and financial analysis, exceptional time management, and task prioritization skills. Proven ability to deliver high-quality service and exceed client expectations in a fast-paced environment. Strong expertise in strategic analysis, project management, driving impactful results through effective leadership, cross-functional collaboration, and adaptability to evolving business needs. Skilled in data analysis, process optimization, and stakeholder engagement, known for reliability and a results-focused mindset.

Overview

14
14
years of professional experience
1
1
Certification

Work History

Senior Associate

Bank of New Zealand
04.2025 - Current
  • Managed cross-functional teams to enhance Customer efficiency and streamline workflows.
  • Developed strategic initiatives to improve customer satisfaction and service delivery processes.
  • Implemented process improvements that reduced turnaround times and increased productivity across departments.
  • Effectively managed multiple competing priorities while maintaining focus on delivering exceptional results for clients and the organization.
  • Consistently maintained strong relationships with clients, ensuring clear communication and timely updates on project progress.
  • Increased customer service success rates by quickly resolving issues.
  • Opened and properly distributed incoming mail to promote quicker response to client inquiries.

Business Manager 2

Bank of New Zealand
05.2024 - 04.2025
  • Manages business clientele with diverse financial needs.
  • Conducts business-level health checks to maximize potential and provide optimal products and services.
  • Manages multiple loans simultaneously with high levels of organization and attention to detail.
  • Implements risk mitigation strategies during loan evaluation, safeguarding institution interests and minimizing losses.
  • Educates clients on various lending products, facilitating informed decisions aligned with financial goals.
  • Processes complex lending, including third-party applications, construction lending, bridging loans, and self-employed income assessments.
  • Analyzes applicant credit histories, income levels, and other factors for accurate qualification status based on lender requirements.
  • Ensures compliance with industry regulations and company policies in loan application processing.

Customer Banking Specialist/Home Loan Specialist

Bank of New Zealand
01.2022 - 05.2024
  • Met customer needs by providing options around products like home loans, insurance, investment products, and transactional services.
  • Completed financial health checks and quality conversations for customers with appropriate recommendations.
  • Met regulatory requirements such as CCCFA, responsible lending code & Due diligence checks.
  • Coached new colleagues within the role.
  • Managed proactive funnels, including all cases and opportunities.
  • Handled and resolved customer complaints.
  • Successfully resolved complex customer complaints, demonstrating empathy and professionalism.
  • Maintained excellent client relations, leading to increased referrals and repeat business.
  • Increased customer satisfaction by providing personalized banking solutions and exceptional service.
  • Managed risk effectively through thorough credit assessments and adherence to lending guidelines.
  • Reduced processing errors by implementing strict quality control measures.
  • Assisted clients in achieving financial goals through expert guidance.

Personal and Business Banker (Home Lender)

ANZ Bank
11.2019 - 12.2021
  • Helped customers with their home buying journey.
  • Provided professional expertise to customers to help them meet their financial needs and goals.
  • Took accountability and responsibility for situations concerning customer needs.
  • Handled and resolved customer complaints.
  • Demonstrated ANZ Values with customers and colleagues.
  • Resolved complex customer inquiries, demonstrating exceptional problem-solving and customer service skills.
  • Collaborated with branch team members to ensure seamless execution of daily operations and optimal customer experience.
  • Conducted financial reviews for customers, identifying cross-selling opportunities.
  • Ensured compliance with all regulatory requirements, protecting both the bank's reputation and customer interests.
  • Coordinated with various departments for seamless delivery of banking services.
  • Fostered a positive work environment by actively participating in team meetings and sharing ideas for process improvements.
  • Maintained comprehensive knowledge of banking products and services for accurate and informed recommendations.
  • Delivered exceptional customer service by responding promptly to inquiries and providing accurate information.
  • Discussed financial options with clients and provided informed suggestions.
  • Led training sessions for junior bankers, fostering continuous learning and professional development.
  • Monitored industry trends for up-to-date advice on clients' financial decisions.
  • Maintained up-to-date knowledge of competitors' products.
  • Achieved Maintenance credit accreditation certificate within 3 months of starting the role.
  • Achieved "B" rating in CAS for the year.
  • Contributed to a change of process around Loan repayment deferral.
  • Consistently maintained a great Voice of Customer scorecard overall.

Customer Service Consultant

ANZ Bank
10.2018 - 10.2019
  • Maintained a complete understanding of all products offered via ANZ distribution channels, with sufficient knowledge to discuss product attributes fully and confidently.
  • Provided the Bank's customers and potential customers with professional, helpful, and accurate guidance in the products and services offered by the Bank.
  • Identified and met customers' needs by suggesting the right bank product and making need-based referrals.
  • Adhered to bank standards and policies while ensuring timely and efficient customer service.
  • Gained in-depth understanding of company products, systems, and policies to provide expert customer support.
  • Managed customer escalations to senior staff or management when necessary, ensuring appropriate attention for resolution.
  • Handled high call volumes while maintaining a courteous and professional demeanor.
  • Developed strong relationships with clients by consistently exceeding expectations in handling requests or concerns.
  • Engaged customers in conversation to uncover needs with probing questions and overcome objections using persuasive techniques.
  • Improved customer satisfaction by promptly addressing and resolving inquiries and concerns.
  • Provided feedback on potential areas for improvement within the department based on personal experiences and observations.
  • Adapted communication style according to individual customer needs while remaining empathetic.
  • Managed difficult situations with tact, diffusing tensions and achieving positive outcomes.
  • Collaborated with team members to share best practices and improve overall performance.
  • Achieved "A" rating in CAS for the year.
  • Nominated and won the STAR performer of the month for February 2019, only the second month post induction.
  • Nominated to be a buddy and train new staff within 8 months of starting the role.

Health Club and Spa Manager

InterContinental Hotel
11.2017 - 10.2018
  • Managed staff, including recruitment, training, and disciplinary actions.
  • Monitored spa & health club budgets.
  • Developed client and member retention programs.
  • Controlled stock, including purchasing and monitoring raw materials for Day Spa and Health Club.
  • Ensured brand compliance and worked on gym refurbishment and closure to meet brand standards.
  • Achieved LTG Awards - 'Hotel Spa of the year 2018'.
  • Streamlined member payments and set up new membership types, resulting in increased memberships.
  • Planned the 4-week closure of the Health Club for complete refurbishment.
  • Relocated guests and members to other gyms in close proximity and successfully reopened the Health Club on time.

Guest Experience Manager

InterContinental Hotel
04.2016 - 11.2017
  • Oversaw daily shifts to ensure seamless reception operations, including check-in and check-out.
  • Ensured exceptional management of customer service.
  • Directed team management processes, including hiring and professional development.
  • Managed and mediated conflicts among staff and guests.
  • Implemented a key upselling initiative that achieved $155,946, surpassing the target by $9,000.
  • Elevated team guest satisfaction score from 84.51% in 2016 to 85.92% in 2017.
  • Facilitated team success in achieving service scores of 96.36% in 2016 and 93.44% in 2017 in Brand audit.

Duty Manager/Night Auditor/Guest Service Agent

Amora Hotel
07.2011 - 04.2016
  • Managed daily shifts, ensuring smooth reception duties like check-in, check-out, room allocation, and attending to guest needs.
  • Managed emergencies, including serving as Duty Manager during the July 2013 Earthquake.
  • Implemented standard operation procedures & wrote training manuals, creating and successfully implementing SOPs for Check-in, Check-out, Valet parking, Baggage storage of guests, and upselling processes.
  • Performed as an acting Front Office Manager for three months.
  • Created Standard Operating Procedures for operations of the Front Office Department.

Education

Post Graduate Diploma - Hospitality Management

Pacific International Hotel Management School
07.2012

Bachelors - Hotel Management

Christ College - India / Christ University
Bengaluru
07.2012

Skills

  • Credit Analysis
  • Relationship Management
  • Goal-Oriented
  • Negotiation Tactics
  • Customer Relations
  • Analytical and Critical Thinking
  • Leadership
  • Adaptability
  • Time Management
  • Team leadership
  • Complaint management
  • Financial statements expertise
  • Client engagement
  • Complex Problem-solving
  • Process improvement
  • Customer relationship management (CRM)
  • Loss prevention

Certification

Career Qualification in Banking 2022

LANGUAGES

Hindi (Native or Bilingual)
Native or Bilingual
Kannada (Native or Bilingual)
Native or Bilingual
English
Native or Bilingual

Hobbies and Interests

Cricket, Biking, Squash

Timeline

Senior Associate

Bank of New Zealand
04.2025 - Current

Business Manager 2

Bank of New Zealand
05.2024 - 04.2025

Customer Banking Specialist/Home Loan Specialist

Bank of New Zealand
01.2022 - 05.2024

Personal and Business Banker (Home Lender)

ANZ Bank
11.2019 - 12.2021

Customer Service Consultant

ANZ Bank
10.2018 - 10.2019

Health Club and Spa Manager

InterContinental Hotel
11.2017 - 10.2018

Guest Experience Manager

InterContinental Hotel
04.2016 - 11.2017

Duty Manager/Night Auditor/Guest Service Agent

Amora Hotel
07.2011 - 04.2016

Bachelors - Hotel Management

Christ College - India / Christ University

Post Graduate Diploma - Hospitality Management

Pacific International Hotel Management School

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SHREYAS DEBUR