Melma P.

Team Leader | Customer Experience | People Development I don't just manage teams — I build high-performing people, improve operations, and create a culture where performance and customer experience go hand in hand. With 15+ years of experience in banking operations and customer service, including 9 + years in leadership and coaching roles, I help organizations improve team performance, customer experience, operational effectiveness, and employee development. My experience spans operations management, team leadership, performance management, coaching, customer experience, process improvement, stakeholder management, and compliance. What sets me apart is my ability to combine people leadership with operational discipline — understanding business goals, translating them into clear expectations, developing people, and creating accountability around results. 👥 OPERATIONS MANAGEMENT & TEAM LEADERSHIP I have extensive experience leading teams in a fast-paced banking and customer service environment, with a strong focus on performance, engagement, quality, and operational control. My experience includes: End-to-end team and operations management Performance management and KPI tracking Strategic and business planning Capacity and resource management Team engagement and performance initiatives Stakeholder and relationship management Problem solving and decision making Operational effectiveness and continuous improvement Customer experience management Compliance and risk awareness Building high-performing teams Succession and career planning As a Team Manager, I have helped develop high-potential employees and create career and succession plans that resulted in team members progressing into leadership and specialist roles. 🌟 PEOPLE DEVELOPMENT & COACHING One of my strongest areas is developing people. As an Academy Coach, I was responsible for monitoring employee performance, identifying development opportunities, delivering coaching, and supporting new and existing employees on the operations floor. My experience includes: Individual and team coaching Performance improvement plans New-hire training and onboarding Refresher training Call listening and quality evaluation Performance feedback Career development Succession planning Leadership development Floor support and real-time assistance Escalation handling I believe great leaders don't simply tell people what to do. They create clarity, provide support, develop capability, and hold people accountable for results. 📊 CUSTOMER EXPERIENCE & PERFORMANCE My background in UK and AUS customer operations has given me extensive experience managing performance against measurable business outcomes. I've worked with key performance indicators including: AHT – Average Handle Time NPS – Net Promoter Score Quality Customer experience Productivity Service performance Compliance and adherence I understand how to balance customer satisfaction, employee performance, operational efficiency, and business requirements without losing sight of the customer. 🏦 BANKING OPERATIONS & COMPLIANCE Having worked within banking operations environment, I understand the importance of operating within strict regulatory, compliance, and internal control requirements. Having worked with an AUS Compliance Company even more enhanced all the skills that I currently have. My experience includes: Internal control standards Compliance policies Financial crime awareness Audit recommendations Risk management Mandatory policy cascades Operational controls Customer account management Escalation management UK customer operations I am comfortable working in environments where accuracy, confidentiality, accountability, and compliance are critical. 💼 WHAT I BRING TO YOUR BUSINESS ✔ Strong people and team leadership ✔ 15+ years of banking and customer operations experience ✔ 9+ years of leadership and coaching experience ✔ Performance and KPI management ✔ Customer experience expertise ✔ Employee coaching and development ✔ Career and succession planning ✔ Process improvement mindset ✔ Strategic and business planning ✔ Stakeholder relationship management ✔ Problem solving and decision making ✔ Compliance and operational risk awareness ✔ Ability to work independently with minimal supervision ✔ Strong communication and relationship-building skills 🚀 HOW I CAN HELP YOUR BUSINESS Whether you need someone to lead a customer service team, improve team performance, coach employees, manage day-to-day operations, develop training programs, or strengthen your customer experience, I bring a practical and people-focused approach. I don't believe in managing people through numbers alone. Strong results come from strong systems, clear expectations, capable people, and leaders who know how to bring them together. If you're looking for someone who can take ownership, develop people, improve performance, and build strong relationships with stakeholders, I'd be happy to help. Let's build a st