Tanya Falefasa Leaulo Heather
Seattle,WA
Summary
Resourceful Manager offering history of success coordinating and monitoring operations across various departments. Effective leader and problem-solver dedicated to streamlining operations to decrease costs and promote organizational efficiency. Highly committed with hardworking mentality to maintain quality of services and products.
Overview
18
18
years of professional experience
Work History
Retail Branch Manager
ANZ Bank- Samoa
09.2016 - 01.2023
- Lead and manage a team of15 staff in the Retail Department
- Conduct one to one counselling, performance review or performance improvement meetings with staff where necessary
- Provide support and assistance for the team in ensuring the best customer service is provided to all clients without prejudice
- Finance Management – making sure team’s cost and expenses are managed well
- Maintain costs and expenses within approved budget
- Prepare and provide proposal for projects within the team for management approvals
- Prepare, Verify and Approve – Reconciliation of various bank owned accounts within the Retail Department
- Key accounts are CASH Flow and Interexchange accounts
- Financial Review on accounts manage by team members
- Making sure they are correctly reconciled identify errors and address issues where necessary
- Daily Review of multiple accounts and funding streams to make sure no fraudulent or illegal activities in the usage of bank owned accounts
- Check to ensure all Federal Reserve Reporting like the Currency Transaction Report for all cash related transactions of $10,000.01 is filed within15 calendar days on the FINCEN portal
- No Exception
- Check to ensure all Suspicious Activity Reporting is completed and send to the Money Laundering Reporting Officer, providing all relevant information for reporting
- All actions must be taken within the regulated timeframe by the Federal Laws
- Update, Review and Conduct training on policies and procedures making sure all legal and regulatory requirements are met, not forgetting in house rules by the bank to be all squared away in these documents
- Perform spot checks on all operation reports within the department, includes physical cash count in the vault and each teller’s cash holding
- Conduct checks up on the premises building security to ensure the security and fire alarm systems are working ok
- Review and approve wire transfer transmission, including ACH payments requests by customers
- Conduct training on product and services for new and existing staff members
Manager Payments
ANZ Bank- Samoa
01.2015 - 08.2016
- Lead and manage a team of10+ people
- Conduct performance monthly review and one to one conversation with team members
- Building rapport with staff to ensure collaboration and teamwork is encouraged amongst team members
- Write up proposal and recommendations for team projects for approval of funding by management
- Complete, review and verify reconciliation complete by team members
- All bank accounts related to the department is reconciled and items outstanding are accounted for
- Report unusual activity and misuse of accounts to management when identified
- Ensure all Regulatory reports are submitted and met due date
- This includes foreign exchange and inward and outward remittance report submission to the Central Bank of Samoa
- No exceptions
- Finance Management - Identify and recommend initiatives to reduce cost, this is through management of expenses to make sure departments spending is within the budget
- Work closely with outsourced agencies such as the Pacific Operations headquarter in Fiji to ensure customer payments are processed and service is delivered on time
- Such payments include payroll processing, telegraphic transfers (wire transfers) & ACH payments, bank related finance payments including payment for vendors
- Overlook team to book foreign exchange deals with clients, paperwork must be obtained from the dealers and follow retention procedure correctly for audit and quality assurance purposes
- Provide support for team members making sure they are empowered to speak to customers and resolve issues and complaints received on daily operation
- Conduct team regular team training and meetings with team to discuss team targets and refresher on processes and procedures within the department
- Update, review and rolled out new procedures reviewed and approved by management
- Attend regular management meetings and training for personal development and overall leadership to manage and lead team
Relationship Manager Assistant
ANZ Bank- Samoa Ltd
09.2014 - 01.2015
- Onboard new business customers – making sure all bank requirements and regulatory requirements are met
- Managing Customer Loan Portfolios - Monitor customers’ accounts/making sure accounts are within limits and are in line with policies and procedures
- Any exception is approved by the senior management
- Maintain a close relationship with customers by conducting customer visits and phone call check-up
- Collect, Verify and Process loan/overdraft requests for business customers and seek approval by management where necessary
- Prepare and submit daily/monthly and quarterly reports to management for approval
- (Irregularity Reporting, Portfolio Review etc)
- Complete credit memorandum review for current financial statements to identify current standpoint of business customers
- In turn provide suggestions to customers on best financial approach for their business growth
Retail Branch Manager
ANZ Bank- Samoa
02.2014 - 08.2014
- Lead and manage a team of25 staff in the Retail Department
- Conduct one to one counselling, performance review or performance improvement meetings with staff where necessary
- Provide support and assistance for the team in ensuring the best customer service is provided to all clients without prejudice
- Finance Management – making sure team’s cost and expenses are managed well
- Maintain costs and expenses within approved budget
- Prepare and provide proposal for projects within the team for management approvals
- Prepare, Verify and Approve – Reconciliation of various bank owned accounts within the Retail Department
- Key accounts are CASH Flow and Interexchange accounts
- Financial Review on accounts manage by team members
- Making sure they are correctly reconciled identify errors and address issues where necessary
- Daily Review of multiple accounts and funding streams to make sure no fraudulent or illegal activities in the usage of bank owned accounts
- Check to ensure all regulatory Reporting like the Currency Transaction Report is submitted to the Central Bank of Samoa on time
- Check to ensure all Suspicious Activity Reporting is completed and send to the Money Laundering Reporting Officer, providing all relevant information for reporting
- Update, Review and Conduct training on policies and procedures making sure all legal and regulatory requirements are met, not forgetting in house rules by the bank to be all squared away in these documents
- Perform spot checks on all operation reports within the department, includes physical cash count in the vault and each teller’s cash holding
- Conduct checks up on the premises building security to ensure the security and fire alarm systems are working ok
- Review and approve wire transfer transmission, including ACH payments requests by customers
- Conduct training on product and services for new and existing staff members
Manager Payments
ANZ Bank-Samoa
03.2011 - 01.2014
- Lead and manage a team of10+ people
- Conduct performance monthly review and one to one conversation with team members
- Building rapport with staff to ensure collaboration and teamwork is encouraged amongst team members
- Write up proposal and recommendations for team projects for approval of funding by management
- Complete, review and verify reconciliation complete by team members
- All bank accounts related to the department is reconciled and items outstanding are accounted for
- Report unusual activity and misuse of accounts to management when identified
- Ensure all Regulatory reports are submitted and met due date
- This includes foreign exchange and inward and outward remittance report submission to the Central Bank of Samoa
- No exceptions
- Finance Management - Identify and recommend initiatives to reduce cost, this is through management of expenses to make sure departments spending is within the budget
- Work closely with outsourced agencies such as the Pacific Operations headquarter in Fiji to ensure customer payments are processed and service is delivered on time
- Such payments include payroll processing, telegraphic transfers (wire transfers) & ACH payments, bank related finance payments including payment for vendors
- Overlook team to book foreign exchange deals with clients, paperwork must be obtained from the dealers and follow retention procedure correctly for audit and quality assurance purposes
- Provide support for team members making sure they are empowered to speak to customers and resolve issues and complaints received on daily operation
- Conduct team regular team training and meetings with team to discuss team targets and refresher on processes and procedures within the department
- Update, review and rolled out new procedures reviewed and approved by management
- Attend regular management meetings and training for personal development and overall leadership to manage and lead team
Team Leader Processing & Clearing Funds
ANZ Bank - Samoa
01.2010 - 02.2011
- Lead and supervise a team of4 staff members
- Complete reconciliation for bank owned accounts relating to Automated Clearing House accounts
- Making sure all items from other banks are correctly cleared through and no balance remains in each account at the end of the day
- Review and complete return of dishonored checks or charge back checks with issues such as not sufficient funds, incorrect date (Stale/postdate), incorrect signature etc.)
- Review processing of inward clearing checks and items by staff members
- Complete performance review of staff members and submit to manager for rating and approval
- Conduct settlement of inward and outward clearing items with all other bank institutions
- Review and/or Assist team members with processing of customer payroll into their accounts
- Arrange with team members to process finance payments for vendors who provided services to the bank
- Complete daily/monthly/quarterly reports for management and submit on time for their meetings
- Check to ensure customers check deposits or consolidated cash and check deposits are processed into customers’ accounts on the same day
- Any issues such as human errors or system errors must be reported timely to management to address immediately
Operations Officer
ANZ Bank Samoa Ltd
01.2008 - 12.2009
- Complete Funds movement analysis report and send to management for tracking and review
- Complete and send to manager for review
- Reconciliation of all banks owned accounts assigned to the department
- Ensuring all evidence and any outstanding item is explained and accounted for
- Assist supervisor reviews all daily work such as processing of international wire transfers initiated by customers
- Conduct thorough checks for proper approval by clients, this is through a call back process to verify identity
- Complete paperwork for all foreign exchange deals arranged by frontline dealers
- Identify variance and correct on the same day before clients sign agreements
- Process international wire transfers and send them for manager approval
- Complete and submit monthly reports for management meetings
- Check and verify work by our International Department and inform management of errors that need to be corrected in a timely manner
Bank Teller
ANZ Bank Samoa Ltd
07.2005 - 12.2008
- Assist mass bankers’ transactions day in day out
- Process cash deposits, cash withdrawals, wire transfers requests from clients
- Learn and follow through with banking policies and procedures
- Keep cash holding within my limit at the end of every day
- Liaise and work with relationship managers to keep customer overdraft within their limits and no unauthorized transaction occurred
- Provide recommendations and feedback to management on ways to improve day-to-day operation
- Assist clients resolve easy queries regarding their bank accounts
- All complaints to be referred to the manager or supervisor for proper investigation until resolved
Education
Certificate - Commerce
National University of Samoa
01.2004
Pacific Senior School Certificate - Form7 equivalent
Samoa College
01.2003
Year12 – School Certification - Form6 Equivalent
Samoa College
01.2002
National - Nationwide Exam
Malie Primary School
01.1999
Skills
- Recruitment and hiring
- Staff training
- Employee scheduling
- Branch operations management
- Excellent work ethic
- Customer service
- Team player
- Strong team-builder
- Attention to detail
- Excellent time management skills
- Customer relationships
- Decision-making
- Friendly
- Cash handling
- Accounts receivable
- Relationship building
- Approachable
- Verbal/written communication
- Proficient in MS office
- Cash handling expertise
- Accounts payable
- Banking
- Collections
- Interviewing and hiring
- Coaching and mentoring
- Account review
- Client relationship management
- Work prioritization
- Conflict resolution
- Training and development
- Operations management
- Documentation
- Staff management
- Team supervision
- Staff supervision
Accomplishments
- Received several Outstanding Award” for exemplary performance and recognition for handling the largest account in the company.
- Implemented new quality assurance procedures to maximize customer satisfaction and loyalty.
- Improved employee satisfaction and reduced turnover 80%.
- Repeatedly received recognition from superiors for excellence in service.
- Supervised team of 15+ staff members.
- Used Microsoft Excel to develop inventory tracking spreadsheets.
- Resolved product issue through consumer testing.
Hobbies and Interests
Music, family time, singing, counselling, church, and community work.
Community Service
I was the appointed Treasurer for the Church I served in American Samoa for3 consecutive years2020-2023 and resigned when I relocate to the United States., I was a representative for my youth to a Summer Conference held in Toronto Canada in2013., I was the elected representative for Youth for Christ ministry in a conference in Fiji in2019, Religious and Community Experiences.
Education Achievements.
Received two back-to-back scholarships from Society of Samoa College Old Pupils Association while in College (Samoa College)
Professional Experiences, Achievements & Awards.
- Received several awards as the Outstanding and Go Over and Beyond Awards in the ANZ Bank industry both in American Samoa and in Samoa.
- Completed cyber security training and earn online certificates on ANZ EDGE courses with the ANZ Bank Guam Inc
- I was a winner of the ANZ Samoa Bank offshore program in2011. I was awarded the opportunity to work in Fiji for close to two months, to lead a project of centralization of the processing of outward wire transfers in Fiji.
- Completed banking courses pertaining various Federal Banking regulations on BAI Learning such includes Regulation CC, Regulation E, Regulation B, Regulation H, Regulation Z etc.
- Appointed as Acting Head of Retail ANZ Guam In dba American Samoa.
- Appointed as Acting Country Head for ANZ Guam In dba American Samoa.
Affiliations
- 3 Years of Service as Church Treasurer appointed by majority of vote.
- 4 years of counselling experience with Youth for Christ Ministry
Languages
English
Professional Working
Samoan
Native or Bilingual
Interests
- Cooking
- Gardening
- Music
- Youth Development Programs
- Volunteer Travel
- DIY and Home Improvement
- I like working with my hands and fixing things
- Crafting and DIY Projects
Timeline
Retail Branch Manager
ANZ Bank- Samoa
09.2016 - 01.2023
Manager Payments
ANZ Bank- Samoa
01.2015 - 08.2016
Relationship Manager Assistant
ANZ Bank- Samoa Ltd
09.2014 - 01.2015
Retail Branch Manager
ANZ Bank- Samoa
02.2014 - 08.2014
Manager Payments
ANZ Bank-Samoa
03.2011 - 01.2014
Team Leader Processing & Clearing Funds
ANZ Bank - Samoa
01.2010 - 02.2011
Operations Officer
ANZ Bank Samoa Ltd
01.2008 - 12.2009
Bank Teller
ANZ Bank Samoa Ltd
07.2005 - 12.2008
Pacific Senior School Certificate - Form7 equivalent
Samoa College
Year12 – School Certification - Form6 Equivalent
Samoa College
National - Nationwide Exam
Malie Primary School
Certificate - Commerce
National University of Samoa
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