please draft a cover letter for this role with my resume.

12 month secondment opportunity
About the business
Retail Banking Services (RBS) is the public face of CommBank, delivering a seamless banking experience
for the future, to our 10 million + personal and small business customers. We offer market-leading
products and services, supported by some of the world's best systems and processes.
About the role
The Regional Operations Officer is accountable for supporting the national Mobile Banking business to
achieve excellence in sales and service outcomes via the development and delivery of key initiatives that
centre on change management, process improvement, productivity and lean initiatives.
More specifically you will:
Represent Customer Service Lending on cross business unit projects and initiatives across
the wider group, ensuring that its strategic priorities and customer interests are understood
within the project
•
Drive and implement operational improvements for the business that improve processes
and leads sustainable business growth
•
Use data to identify problems and opportunities across the Customer Service Lending
business and solve them
•
• Provide continuous operational support to the Mobile Frontline Teams
• Proactively identify, assess and manage risks across the business
Develop and retain strong relationships with CSL business partners and key stakeholders
including Home Buying, Line 1 Risk, Customer Service Network, Data and Decision
Science and Integrated Channels.
•
Provide channel representation on various change projects to act as the voice of our
frontline and clients
•
Proactively identify areas for improvement across the business and connect with relevant
stakeholders to successfully execute any enhancements
•
Effectively communicate requirements to stakeholders, managing conflicts, issues and
changes in order to ensure that stakeholders and project team members remain in
agreement on solution scope
•
• Contribute to the conversion of business and customer needs into functional designs
To be successful in the role you will have:
• Proven success in outstanding customer service delivery.
• The capacity to work in a busy, commercial, competitive environment.
• The ability to meet objectives / targets and deliver customer service.
• Strong influencing skills.
• Drive to make things happen.
• Strong communication skills.
• Ability to engage with various stakeholders on varying levels.
• Ability to take a holistic view and structured approach to problem solving.
Your Development:
If you live the values and demonstrate the people capabilities we can offer great opportunities. Whether
you want to move across the organisation or up into a leadership role, the ways you live the values and
demonstrate the people capabilities, are key. Use the capabilities required for this role as a guide to the
critical skills and behaviours you need for your next move.
Location: Sydney CBD
CBA supports Hybrid/flexible working


Profile

Dedicated and results-driven professional with over 10 years of experience in financial services and customer support. Proven expertise in managing complex transactions, resolving disputes, and ensuring compliance with regulatory standards. Adept at analyzing financial data, identifying discrepancies, and implementing effective solutions to enhance operational efficiency. Exceptional interpersonal and communication skills, capable of building strong relationships with clients and stakeholders to facilitate seamless transaction processes. Committed to delivering exemplary service and fostering a positive experience for customers while upholding organizational values and objectives.

Key Competencies

Problem Resolution and Analysis : 
•	 Skilled in identifying root causes, analyzing data and reporting, and developing strategic solutions to drive business outcomes.
Stakeholder Engagement 
•	Strong ability to convey information clearly and listen actively to stakeholder insights and concerns, fostering relationships based on mutual respect.
Customer-centric 
•	Prioritizes customer needs to create customized experiences that make clients feel valued and understood.
Results Oriented
•	Relentless focus on achieving goals and delivering value while continuously seeking opportunities for improvement.
	
	
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Business Experience  

Advice Analytics Officer, Commonwealth Bank of Australia      
 (2022 - current)
•	Support Commonwealth Advice Leadership with CVP initiatives and projects, business as usual (BAU) operations, complaints management, and stakeholder engagement.
•	Manage and implement operational initiatives and changes to the wealth team
•	Providing frontline with support prioritizing and completing core business activities including CVP project support
•	Regular stakeholder engagement including Risk L1 & L2, Finance teams, Data teams, Crews across Wealth and Private, Change Council Planning and external platforms advocating for the frontline
•	Support risk management including monthly reporting and policy change metrics.
•	Process adviser revenue receipts and reconcile against bank accounts.
•	Conduct monthly revenue reporting, tracking against yearly targets.
•	Reporting and setting up of Advisers KPIs and revenue plans 
•	Manage invoice payments and procurement processes.
•	Maintain Supplier Risk Governance (SRG) ensuring updated supplier lists and contracts.
•	Developing user guides and maintain SOPs where required


Analyst (KYC Global Client Onboarding), Commonwealth Bank of Australia  
 (2021 - 2022)
•	Deep understanding of the financial crime regulatory framework and Risk Controls
•	Deep understanding of financial crimes risk guidance in design of processes and Risk Controls
•	Creating & maintaining clients’ KYC profiles in line with regulatory requirements – Undertaking the due diligence procedures, identifying and disposition of PEP 
•	Implementation new changes as per regulatory requirements with Risk awareness
•	Engaged with stakeholders to implement regulatory changes and manage risks.

Analyst (Financial Crime Operations), Commonwealth Bank of Australia  
(2018 - 2021)
•	Managed AML project under AUSTRAC regulations.
•	Achieved a 100% quality assurance review score, leading continuous improvement initiatives.
•	Investigated internal referrals to ensure compliance with financial regulations.
•	Stakeholder engagement with other teams to ensure there was no duplication of reporting

Adviser Associate /Coordinator, Clarity Wealth (Retire Invest)	
 (2018)
An adviser boutique practice that provides retirement financial advice:
•	Writing and implementation of statement of advice 
•	Maintain reporting system to ensure data integrity and protection 
•	Ad-hoc investment research for clients’ portfolios

Client Services Officer, Lonsec Research			
 (2017 - 2018)
•	Maintain the research system/database to ensure data integrity and protection 
•	Publish monthly reports, newsletters, bullets and reviews
•	Engage in UAT and system enhancements
•	Liaise with client and provided training to the use the research system

Associate Adviser/Coordinator, ARK Total Wealth		
 (2015 - 2016)
•	Writing and implementation of statement of advice 
•	Maintain reporting system to ensure data integrity and protection 
•	Ad-hoc investment research for clients’ portfolios

Analyst (Compliance/Fraud), OzForex Group (OFX)		
 (2015)
•	Investigations of transactions suspected of money laundering activities
•	Preparing reporting and provide evidence to regulatory bodies such as AUSTRAC & ATO 
•	Promoting development and cohesion throughout compliance teams across the company

Adviser Payments & Support Manager, BT Financial Group          
(2010 - 2014)
•	Advisers revenue reporting to dealer groups head office
•	Insurance and Risk reporting
•	Involvement in the FoFA project for operations teams delivery during the legislation changes 
•	Transition projects; de-commission of revenue system, Migration projects
•	Stakeholder engagement
•	Perform UAT for system changes
•	Maintaining SOPS and user guides

Senior Administrator (Adviser Payments & Support), BT Financial Group          
(2007 - 2010)
One of the Australian leading wealth management organization, BTFG is a wealth management arm of The Westpac Group. A broad role with BAU, Project and team responsibilities including but not limited to:
•	Advisers’ revenue reporting to dealer groups head office
•	Insurance and Risk reporting
•	Involvement in the FoFA project for operations teams delivery during the legislation changes 
•	Transition projects; de-commission of revenue system, Migration projects
•	Stakeholder engagement
•	Perform UAT for system changes
•	Maintaining SOPS and user guides


Skills 

•	Excellent prioritization and time management
•	Independent work ethic with multi-tasking capabilities
•	Results-oriented and customer-first approach
•	Proficient in Microsoft Office Suite (Word, Excel, Outlook, PowerPoint)
•	Beginner-level skills in Tableau
•	Strong analytical and regulatory compliance knowledge
•	Effective verbal and written communication with stakeholders


Education & Certifications

•	Business Analytics and Visualisation – RMIT University - 2021
•	Goals Alignment to Performance - BT/Westpac - 2011 
•	Leadership Foundation BT/Westpac - 2011
•	Advanced Diploma in Financial Services (RG146) - Kaplan - 2017 
•	Diploma in Financial Services - Kaplan - 2017 
•	Advanced Diploma in Business & IT PIBT -2003


Interests 

•	Outside of work I have a keen interest in baking, gardening, and walking through our beautiful Blue Mountains