Maureen Trixie Wanu
Head Of Customer Contact Centre – Operations SBU
PORT MORESBY,East Sepik
Summary
Accomplished banking professional with over 35 years of experience in the financial services sector, progressing from clerical roles to senior management positions. Demonstrated expertise in branch management, customer service, team leadership, and process improvement. Adept at leading large teams, managing complex operations, and driving efficiency in customer contact centers. Skilled in staff training, performance evaluation, and maintaining compliance with banking policies. Known for strong communication abilities, proactive problem-solving, and fostering a collaborative team environment
Overview
39
39
years of professional experience
10
10
years of post-secondary education
Work History
Head of Customer Contact Centre
PNG Banking Corporation
08.2018 - 12.2023
- Manage a team of 60 staff, consisting 2 Managers
- Work on Business Unit Budgets
- Prepare KPIs are set to measure staff performance
- Manage and run the calls/email teams
- Manage compilation of monthly reports to COO for EXCO
- Manage staff issues/training/disciplinary/movements/performance
- Ensure forecasting is compiled for agent scheduling
- Ensure that all procedures/processes are reviewed as and when required
- Manage and address process improvements through call/email monitoring
- Manage the Abandoned Call Rates to a minimum to meet Global standard rate
Branch Manager
PNG Banking Corporation
09.2014 - 07.2018
- Ensure operational activities are in compliance with Bank’s Policy and instructions
- Managed a team of 50 staff
- Ensure Staff Training was in place
- Managed and ensure all daily/monthly/quarterly/annual reports/returns are completed with set deadlines
- Address customer complaints
- Manage daily operation of the branch
Branch Manager
PNG Banking Corporation
12.2010 - 02.2013
- Ensure operational activities are in compliance with Bank’s Policy and instructions
- Managed a team of 30 staff
- Ensure Staff Training was in place
- Managed and ensure all daily/monthly/quarterly/annual reports/returns are completed with set deadlines
- Address customer complaints
- Manage daily operation of the branch
Branch Manager
PNG Banking Corporation
12.2006 - 12.2009
- Ensure operational activities are in compliance with Bank’s Policy and instructions
- Managed a team of 25 staff
- Ensure Staff Training was in place
- Managed and ensure all daily/monthly/quarterly/annual reports/returns are completed with set deadlines
- Address customer complaints
- Manage daily operation of the branch
Officer In Charge of Paramount Banking
PNG Banking Corporation
12.2004 - 12.2006
- Manager and monitor staff performance of 5 officers
- Reported directly to the GM – Paramount Banking
- Compile Teller monthly/quarterly/annual reports and returns
- Check Teller Cash
- Oversee all Teller Transactions for Paramount Customers
- Compile staff returns/manage stationery
Team Leader Telling Role
PNG Banking Corporation
07.2003 - 06.2004
- Managed a Telling Team of 17 Tellers
- Joined Custodian of Treasury Cash with Deputy Branch Manager
- Compile Teller Daily/Monthly/Quarterly/year Reports and annual returns
- Check Tellers reports/cash
Deputy Branch Manager
PNG Banking Corporation
11.2000 - 06.2003
- Assist management of the Branch of 40 staff
- Monitor Team Leaders Performance
- Relieve Branch Manager
- Manage staff rotation/annual leaves/training
- Perform mini audits on branch work
- Manage Staff discipline
Branch Training Officer
PNG Banking Corporation
12.1997 - 12.1999
- Conduct Recruitment
- Set Branch Staff Training Plans
- Conduct Training Needs Analysis
- Assist with Staff Performance Appraisals
- Conduct Training for new recruits
- Prepare training for attached Branches
Manager’s Typist
PNG Banking Corporation
10.1984 - 12.1996
- General Banking task – Teller/Customer Service Officer/Examiner
Education
Primary school -
Huonville Primary school
01.1973 - 01.1978
High School - undefined
LAE PROVINCIAL HIGH SCHOOL
01.1979 - 01.1982
Secretarial Studies - undefined
LAE TECHNICAL COLLEGE
Diploma - Management
divine word university
01.2006 - 01.2007
Bachelor - Management
divine word university
01.2008 - 01.2009
Basic Contact Centre Training - undefined
CX CENTRAL AUSTRALIA
Skills
Friendly, Positive Attitude
Teamwork and Collaboration
Computer Skills
Customer Service
Team Management
Time Management
Data Entry
MS Office
Homeprovince
East Sepik
Denomination
Seventh-Day Adventist (SDA)
References
Hari Rabura, Group General Manager – People & Culture, BSP Financial Group Limited, P O Box 78, Port Moresby, 675 303 4402/72382349
Personal Information
- License: Gr:6 PNG Driver’s License
- Date of Birth: 01/05/66
- Gender: Female
- Marital Status: Married
Timeline
Head of Customer Contact Centre
PNG Banking Corporation
08.2018 - 12.2023
Branch Manager
PNG Banking Corporation
09.2014 - 07.2018
Branch Manager
PNG Banking Corporation
12.2010 - 02.2013
Bachelor - Management
divine word university
01.2008 - 01.2009
Branch Manager
PNG Banking Corporation
12.2006 - 12.2009
Diploma - Management
divine word university
01.2006 - 01.2007
Officer In Charge of Paramount Banking
PNG Banking Corporation
12.2004 - 12.2006
Team Leader Telling Role
PNG Banking Corporation
07.2003 - 06.2004
Deputy Branch Manager
PNG Banking Corporation
11.2000 - 06.2003
Branch Training Officer
PNG Banking Corporation
12.1997 - 12.1999
Manager’s Typist
PNG Banking Corporation
10.1984 - 12.1996
High School - undefined
LAE PROVINCIAL HIGH SCHOOL
01.1979 - 01.1982
Primary school -
Huonville Primary school
01.1973 - 01.1978
Secretarial Studies - undefined
LAE TECHNICAL COLLEGE
Basic Contact Centre Training - undefined
CX CENTRAL AUSTRALIA
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