AMIR EZZAT

Led the bank's governance framework for Australia's new Operational Resilience Regulation (CPS230), designed to ensure continuity of critical financial services during disruptions.

• Conducted in-depth business impact assessments to identify critical risks and dependencies, mitigating risk by implementing controls that reduced operational exposure from high to low.
• Designed a comprehensive playbook that outlines protocols for responding to critical operational disruptions. This improved crisis response efficiency by 50%.
• Uplifted third party suppliers' contracts to align with CPS230 requirements, achieving 100% compliance and performance.
• Developed an operational health dashboard providing real-time insights, accelerating strategic decision-making by 60%.

Driving high-impact projects and strategic transformations within banking. Partner with executive leadership to optimize performance, implement change initiatives, and ensure alignment with financial and risk targets.

• Designed and executed a project that resolved a 20-year operational issue within the bank- the effective servicing of former business customers transitioning to individual banking services. This successfully reduced delayed related customer service requests by 95%.
• Proposed and implemented a strategic adjustment to our outsourced provider contract, resulting in annual cost savings of $160,000.
• Managed business continuity planning (BCP) recognized as the best in NAB and resulted in the bank's 2023 national resilience award.
• Led a project optimizing workforce by 20%, ensuring efficient resource utilization. Aligned talent with other high-growth areas within the bank while sustaining colleague engagement and morale throughout the process.
• Reduced customer complaints by 30% by designing a dashboard to efficiently route complaints to the appropriate teams, and establishing a structured review process with managers to analyze and implement targeted actions for improvement.

Collaborated with brokers, bankers, legal advisors, and external banks to process mortgage settlements, ensuring a seamless customer experience while serving as the team's second-in-charge and subject-matter expert.

• Supported and implemented process changes which enhanced NAB's settlement performance, improving from being 4th to 1st among Australia's largest banks (from 60% to 90% settlements signed on time).
• Selected for the pilot team to enhance customer mortgage settlement experience by implementing a case management module. This resulted in an increase of settled on time metrics to over 95% and significantly reducing customer complaints.
• Proposed and implemented operational changes such as designing a quality checking procedure that resulted in NAB being number 1 in 5 other key settlement metrics such as stakeholder response time, quality and funds confirmation ahead of settlement.
• Assisted leads in transitioning workflow management towards a customer-centric focus, shifting away from volume based KPIs and towards prioritizing customer outcomes.