Patricia Pasingan

Job Summary:
The Chief Operations Officer (COO) is responsible for the strategic leadership and efficient management of the bank's key operational functions, including Human Resources (HR), Security, Fleet Management, Service Delivery, Payments and Processing, International Operations, Branch Network, Contact Centre, and Loan Support Unit. The COO will ensure operational excellence across these areas, driving the bank’s growth, customer satisfaction, and compliance with regulatory standards.

Key Responsibilities:
1. Strategic Leadership:
• Develop and implement an operations strategy aligned with the bank's overall objectives.
• Lead and mentor the operations team, fostering a culture of continuous improvement, innovation, and accountability.
• Collaborate with executive leadership to shape and execute the bank’s long-term vision.
2. Human Resources (HR) Management:
• Oversee all HR functions, including recruitment, training and development, performance management, and employee relations.
• Ensure that HR policies are in compliance with labor laws and align with the bank’s strategic goals.
• Drive initiatives to enhance employee engagement, productivity, and retention.
3. Security Management:
• Ensure the safety and security of the bank’s physical and digital assets, employees, and customers.
• Develop and maintain comprehensive security policies, including data protection and cybersecurity.
• Manage security incidents and ensure prompt and effective responses to any breaches or threats.



4. Fleet Management:
• Oversee the management of the bank's vehicle fleet, ensuring cost-effective and efficient operation.
• Implement policies for vehicle maintenance, safety, and compliance with regulatory standards.
• Optimize fleet utilization and introduce initiatives for sustainable fleet management.

5. Service Delivery:
• Lead the enhancement of customer service delivery across all touchpoints.
• Develop and implement strategies to improve service processes, customer satisfaction, and overall service quality.
• Regularly assess service delivery metrics and identify areas for improvement.

6. Payments and Processing:
• Oversee the bank’s payment and processing systems, ensuring efficiency, accuracy, and security in all transactions.
• Ensure compliance with relevant regulations and industry standards for payment processing.
• Drive the adoption of advanced payment technologies to enhance customer experience and operational efficiency.

7. International Operations:
• Manage the bank’s international operations, including foreign exchange services and cross-border transactions.
• Ensure compliance with international banking regulations and standards.
• Develop strategic partnerships to expand the bank’s global reach and service offerings.

8. Branch Network Management:
• Oversee the management and operational performance of the bank’s branch network.
• Implement strategies to improve branch profitability, customer satisfaction, and market presence.
• Ensure that branches operate efficiently and in compliance with the bank’s standards and regulatory requirements.

9. Contact Centre Operations:
• Manage the bank's contact centre, ensuring that it delivers high-quality customer support and meets service level agreements (SLAs).
• Implement technology solutions to enhance contact centre efficiency and customer engagement.
• Monitor performance metrics and drive continuous improvement initiatives within the contact centre.

10. Loan Support Unit:
• Oversee the operations of the Loan Support Unit, ensuring efficient loan processing and servicing.
• Ensure compliance with credit policies and regulatory requirements in loan management.
• Collaborate with the credit and risk management teams to optimize the loan lifecycle and enhance customer experience.

11. Risk and Compliance:
• Ensure all operational activities adhere to regulatory standards and internal policies.
• Identify and mitigate operational risks, ensuring a robust risk management framework.
• Lead efforts to improve operational resilience and business continuity planning.

12. Financial Management:
• Develop and manage the operations budget, ensuring cost control while maintaining service quality.
• Analyze financial performance and implement measures to optimize operational costs.
• Work closely with the finance team to align operational activities with the bank's financial objectives.

13. Technology and Innovation:
• Champion the integration of technology into operational processes to improve efficiency and customer experience.
• Collaborate with IT to implement and manage technology solutions that align with operational goals.
• Stay updated on industry trends and best practices to ensure the bank remains competitive.

14. Stakeholder Management:
• Build and maintain relationships with key stakeholders, including regulators, customers, and business partners.
• Represent the bank at industry forums, conferences, and regulatory meetings.
• Provide regular updates to the Board of Directors on operational performance and strategic initiatives.

Job Summary:
The Senior Manager – Transformation is responsible for leading and executing large-scale transformation initiatives across the bank to drive efficiency, enhance customer experience, and improve business performance. This role involves strategic planning, process optimization, technology adoption, cultural change management, and stakeholder engagement to ensure successful transformation outcomes.

Key Responsibilities:

1. Transformation Strategy & Execution
• Develop and implement the bank’s transformation strategy, ensuring alignment with overall business goals.
• Lead and manage multiple transformation projects, including digital, operational, and cultural initiatives.
• Identify opportunities for process improvement, cost reduction, and enhanced service delivery.
• Ensure change initiatives are effectively integrated across various business units.
• Track transformation KPIs and measure the impact of initiatives on business performance.

2. Process Optimization & Operational Excellence
• Conduct process reviews and implement business process reengineering to streamline operations.
• Leverage Lean, Six Sigma, and other methodologies to drive operational efficiency.
• Automate manual processes and implement digital solutions to improve productivity.
• Identify gaps in current operations and propose data-driven solutions.

3. Digital & Technology Transformation
• Work closely with IT and Digital teams to implement technology-driven solutions.
• Lead the adoption of digital banking innovations, including AI, automation, and fintech partnerships.
• Drive the transition to cloud-based solutions and data analytics for decision-making.
• Promote a culture of digital innovation across the bank.

4. Change Management & Stakeholder Engagement
• Develop and execute change management strategies to ensure smooth adoption of transformation initiatives.
• Engage with senior leadership, business unit heads, and frontline employees to drive a transformation mindset.

Job Summary
The Senior Manager – Banking Assurance is responsible for overseeing and managing assurance reviews across all banking business units. This includes ensuring effective second-day checks on all newly established accounts, conducting due diligence on high-risk customers, and maintaining regulatory compliance. The role ensures that banking risks are effectively identified, mitigated, and reported while managing a team dedicated to ensuring operational and regulatory assurance.

Key Responsibilities
1. Assurance Reviews & Risk Management
• Oversee and manage well-structured assurance reviews across all banking business units to ensure compliance with internal policies and regulatory requirements.
• Develop, implement, and maintain an effective Banking Risk Register, ensuring risks are identified, assessed, and mitigation controls are in place.
• Provide expert advice and guidance to business units on risk management and assurance processes.
• Coordinate regular risk and assurance reporting to senior management and regulatory bodies.

2. Account Monitoring & Second-Day Checks
• Manage and oversee a team responsible for performing second-day checks on all newly established accounts.
• Ensure all new accounts meet regulatory requirements and internal due diligence standards before activation.
• Identify trends and escalate any inconsistencies or compliance breaches for immediate resolution.

3. Due Diligence on High-Risk Customers
• Oversee and manage reviews of New-to-Bank and Existing Politically Exposed Persons (PEPs) and High-Risk Customers (HRCs) to ensure compliance with regulatory requirements and internal risk frameworks.
• Ensure continuous monitoring and updating of high-risk customer profiles in line with AML/CTF policies.
• Work closely with Compliance, AML, and Relationship Management teams to assess and mitigate risks associated with high-risk customers.

4. Due Diligence on Government Cheques
• Implement and oversee due diligence checks on government-issued cheques before acceptance into customer accounts.
• Ensure processes are in place to verify legitimacy, prevent fraud, and comply with regulatory requirements.
• Work with internal stakeholders to mitigate risks associated with government payments and transactions.

5. Regulatory Reporting & Compliance
• Oversee and manage the preparation and submission of regulatory returns to the Internal Revenue Commission (IRC) and Public Curator’s Office in compliance with statutory requirements.
• Ensure all required reports are accurate, timely, and aligned with banking and financial regulations.
• Keep up to date with changes in regulatory frameworks and ensure proactive compliance measures are in place.
• Liaise with regulatory bodies as required, addressing compliance inquiries and audits.

6. Leadership & Team Management
• Lead, mentor, and manage the Banking Assurance Team, ensuring they are well-trained and equipped to execute assurance activities effectively.
• Provide coaching, performance reviews, and career development plans for team members.
• Foster a strong risk-awareness culture within the team and across business units.
• Collaborate with internal audit, compliance, legal, and frontline business teams to ensure a cohesive approach to banking assurance.

Job Summary:
The Senior Manager to EGM Banking plays a critical role in supporting the Executive General Manager (EGM) Banking by providing strategic, operational, and administrative oversight. The incumbent is responsible for preparing key documents, conducting market research, translating banking strategy into actionable departmental plans, overseeing NEP-related training and compliance, managing the Kina Bank Cash Distribution Centre, analyzing customer complaints, and ensuring effective procurement and distribution of stationery for all banking departments.

Key Responsibilities:
1. Strategic and Operational Support to EGM Banking
• Prepare high-quality reports, presentations, and strategic documents for the EGM Banking.
• Conduct in-depth research on market trends, competitor activities, and industry best practices related to banking products.
• Provide insights and recommendations to the EGM Banking to support decision-making.
• Coordinate meetings, track action items, and ensure timely follow-ups on key initiatives.

2. Strategy Execution & Operational Planning
• Translate the banking strategy into actionable departmental work plans, ensuring alignment across all banking units.
• Monitor progress on operational plans, identifying challenges and recommending corrective actions.
• Facilitate collaboration among departments to ensure seamless execution of strategic initiatives.

3. Management & Oversight of NEP-Related Issues
• Lead the implementation and management of NEP (Network Extension Partnership Program for ANZ retained customers).
• Train and oversee the NEP Central Team and Branch Teams to ensure compliance with regulatory and internal requirements.
• Develop training materials and conduct workshops to enhance team competency on NEP-related matters.
• Monitor and evaluate the effectiveness of NEP initiatives, recommending improvements where necessary.


4. Cash Distribution Centre Management
• Oversee and manage the Kina Bank Cash Distribution Centre, ensuring efficient cash handling, security, and regulatory compliance.
• Optimize cash distribution processes to enhance service delivery and minimize operational risks.
• Liaise with key stakeholders, including regulators and security agencies, to ensure seamless cash distribution operations.

5. Customer Complaints Analysis & Resolution
• Analyze customer complaints to identify common issues, root causes, and trends.
• Work with relevant departments to determine corrective actions and improve service delivery.
• Develop and implement proactive measures to prevent recurring customer complaints.
• Prepare reports on customer complaint trends and recommend process improvements.

6. Stationery Procurement & Inventory Management
• Oversee the procurement and distribution of stationery supplies for all banking departments.
• Ensure cost-effective purchasing while maintaining quality standards.
• Monitor inventory levels and coordinate with vendors for timely replenishment.
• Implement control measures to track stationery usage and minimize wastage.

Job Summary:

The Business Analyst plays a critical role in identifying opportunities for improvement, facilitating communication between business and technical teams, and ensuring that solutions align with organizational goals. This role requires strong analytical skills, process optimization expertise, and the ability to drive business change while maintaining compliance with Kina Bank’s Change Management Process.

Key Responsibilities

1. Business Process Improvement & Analysis
• Collaborate with stakeholders across multiple levels and functions to identify opportunities for enhancing business operations and processes.
• Directly assess business needs, priorities, and relationships to implement changes in the most efficient and practical way.
• Mediate communication and translation of business processes and requirements between business stakeholders and technical specialists.
• Assess, capture, and document high-quality end-to-end business processes, user guides, and policies.
• Identify and analyze risks, issues, and dependencies that may impact business operations and initiatives.


2. Solution Development & Implementation
• Ensure solutions meet business needs and requirements by working closely with business stakeholders and subject matter experts.
• Understand, adapt, and recommend emerging ideas, trends, and technologies that are commercially viable and competitive.
• Develop and apply standards and best practices across the business to improve output quality.
• Work closely with IT and project teams to design or modify business systems, ensuring alignment with business objectives.
• Develop and document Project Concept Proposals, Business Specifications, and Business Cases.
• Perform quality assurance checks on implemented solutions to ensure they meet business expectations.


3. Change Management & Compliance
• Ensure compliance with Kina Bank’s Change Management Process requirements.
• Support stakeholders in adopting new processes and solutions by providing clear documentation and guidance.
• Work with Management to develop training strategies based on identified process and skill gaps.


4. Optimization & Cost Efficiency
• Lead the development of optimization strategies for resources and assets to maintain cost efficiency.
• Analyze business performance data to recommend process improvements that drive cost savings and operational effectiveness.


5. Reporting & Communication
• Provide informed, accurate, relevant, and timely reports to Management on business performance, risks, and opportunities.
• Act as a bridge between business teams and IT, ensuring clarity in requirements, expectations, and solution delivery.

Job Summary:

The Team Leader – Innovation Hub is responsible for leading and operating the business to achieve profit expectations by driving customer utilization of products and services. The role primarily focuses on onboarding new customers and increasing in-store merchant sign-ups. The Team Leader will also manage team performance, optimize resource allocation, and ensure superior customer and employee advocacy while maintaining operational efficiency.

Key Responsibilities:

1. Business Growth & Profitability
• Lead and operate the business to achieve revenue, expense, and customer engagement targets.
• Drive new customer onboarding and in-store merchant sign-ups to maximize business growth.
• Develop awareness of the local market and evaluate competition to create a strategic business plan in collaboration with the Innovation Hub Manager.
• Monitor key business metrics and proactively implement strategies to improve performance.

2. Operational & Resource Management:
• Analyse workloads and Team Builder data to effectively plan, manage, and roster staff for optimal utilization.
• Manage expense budgets, ensuring cost efficiency in the use of stationery and resources.
• Ensure operational processes align with company policies, procedures, and compliance requirements.

3. Customer & Stakeholder Engagement:
• Act as a credible and professional ambassador of the business when engaging with customers, merchants, community leaders, partners, and stakeholders.
• Lead by example in the field, ensuring high-quality customer interactions and service excellence.
• Foster a customer-centric culture by ensuring the team provides all available solutions to fulfill current and future customer needs.

4. Team Leadership & Development:
• Select, manage, and develop a high-performing team, ensuring the right skills are in place.
• Coach, mentor, and empower team members to deliver exceptional customer service.
• Conduct regular performance reviews, providing clear goals and expectations.
• Recognize superior performance, celebrate team successes, and implement performance improvement initiatives where needed.


5. Product & Process Knowledge:
• Maintain up-to-date knowledge of all products, services, and operational procedures.
• Clearly articulate project goals and performance expectations to team members.
• Provide training and guidance on best practices, innovation strategies, and customer engagement techniques.


6. Culture & Values:
• Actively role model and promote the company's values and behaviors.
• Foster a positive, inclusive, and high-performance work environment.
• Ensure ethical conduct and compliance with company policies, industry regulations, and legal requirements.

Job Summary
The Risk Officer – Assurance is responsible for conducting independent control assessments across all 16 branches and business units within Westpac Papua New Guinea. The role provides critical insights into operational risks, ensures compliance with internal and external regulatory requirements, and strengthens the bank’s risk management framework. Additionally, the position plays a key role in financial crime compliance by identifying, investigating, and mitigating money laundering and terrorist financing risks.


Key Responsibilities

1. Operational Risk & Assurance
• Conduct independent control assessments to evaluate operational risk effectiveness across all branches and business units.
• Report findings of substance to Business Unit (BU) Leaders, collaborating with them to resolve issues and improve risk management processes.
• Maintain a high standard of risk assessments to provide senior management with visibility on operational risk controls, ensuring positive internal and external audit outcomes.
• Proactively identify emerging risks and compliance issues ("BUCCA – Business Unit Control Checklist Attestations ") to help prevent operational failures and enhance business resilience.
• Perform audit checks and sign-off on changes to interest rates, fees, and charges to ensure regulatory compliance.
• Compile and present summary reports for Retail Business, analyzing trends and risk profiles across all branches.
• Contribute to the overall risk profile assessment for the country, ensuring alignment with regulatory expectations and corporate risk frameworks.
• Initiate and lead investigations into possible non-compliance within the organization, providing recommendations for remediation.


2. Financial Crime & AML Compliance
• Maintain an up-to-date understanding of money laundering and terrorist financing risks, including policies, regulatory requirements, and emerging industry trends.
• Investigate and assess alerts for potential money laundering risks within the bank, ensuring timely identification and mitigation.
• Ensure effective monitoring and reporting of suspicious activities and transactions in accordance with regulatory requirements.
• Prepare and submit Suspicious Transaction Reports (STRs) to the Financial Analysis and Supervision Unit (FASU) in a timely and accurate manner.
• Serve as an AML subject matter expert, providing guidance to employees on remediation actions for high-risk accounts.
• Address money laundering-related queries and compliance questionnaires from internal teams and external banks.
• Investigate, review, and resolve AML-related and economic sanction alerts, ensuring compliance with international and local financial crime regulations.
• Conduct thorough investigations into suspicious transactions or money laundering activities, ensuring proper documentation and escalation.
• Support the bank’s AML compliance training programs, particularly on the identification and reporting of suspicious transactions.
• Maintain effective record-keeping of all suspicious transactions reported to FASU, ensuring compliance with the bank’s regulatory obligations.

Job Summary:
The Learning & Development (L&D) Officer is responsible for designing, implementing, and evaluating training programs that enhance employees' skills, knowledge, and professional growth. The role ensures that all employees within the bank receive the necessary training to perform their roles effectively while aligning with the bank’s strategic objectives, regulatory requirements, and industry best practices.

Key Responsibilities
1. Training Needs Assessment & Strategy Development
• Conduct training needs assessments (TNAs) to identify skill gaps across departments.
• Develop and implement the bank’s annual training plan aligned with business objectives.
• Collaborate with department heads to understand specific learning requirements.

2. Training Program Development & Delivery
• Design and deliver in-house training programs, workshops, and e-learning modules.
• Organize and facilitate onboarding programs for new hires to ensure smooth integration.
• Source, coordinate, and manage external training providers when necessary.
• Develop competency-based learning paths for different job roles.

3. Employee Development & Career Growth Support
• Provide guidance on career development, leadership training, and succession planning.
• Promote a culture of continuous learning and professional development.
• Support employees in acquiring industry certifications and professional qualifications.

4. Learning Management System (LMS) Administration
• Maintain and update the LMS, ensuring employees have access to training resources.
• Track and report on employee participation, completion rates, and learning progress.
• Evaluate the effectiveness of digital learning tools and recommend improvements.


5. Compliance & Regulatory Training
• Ensure all employees complete mandatory compliance training (AML, KYC, data protection, etc.).
• Monitor adherence to regulatory training requirements and update programs as needed.
• Maintain training records for audit and regulatory reporting.

6. Performance Monitoring & Impact Evaluation
• Assess the effectiveness of training programs through feedback, assessments, and performance reviews.
• Work with managers to measure the impact of training on employee performance and business outcomes.
• Continuously improve training content and delivery methods based on evaluation results.

7. Budget & Resource Management
• Assist in preparing the L&D budget and managing training-related expenditures.
• Ensure cost-effective training solutions while maintaining high-quality learning experiences.

8. Stakeholder Engagement & Communication
• Liaise with internal and external stakeholders to enhance learning opportunities.
• Communicate training initiatives and schedules to all employees effectively.
• Build partnerships with educational institutions, industry bodies, and training providers.

Job Summary;
The Teller is responsible for providing efficient and accurate banking services to customers while ensuring adherence to operational policies and procedures. This role involves handling cash transactions, processing customer requests, and promoting bank products and services. The Teller must maintain excellent customer service, accuracy in transactions, and compliance with financial regulations.

Key Responsibilities:
1. Customer Service & Communication
• Answer incoming phone calls from customers and provide accurate information regarding banking services.
• Provide timely and professional responses to customer inquiries regarding account balances, transactions, and services.
• Assist customers with account-related issues, ensuring prompt resolution or escalation of concerns.
• Educate customers on available banking products and services to enhance their banking experience.
• Handle and resolve customer complaints in a courteous and efficient manner.

2. Cash Handling & Transaction Processing
• Receive and process deposits, withdrawals, and other transactions efficiently and accurately.
• Ensure transactions are posted correctly into customer accounts to maintain accurate records.
• Maintain strict cash balancing procedures, ensuring that cash is always balanced with nil teller errors.
• Process fund transfers upon customer requests while ensuring compliance with bank policies.
• Verify and authenticate transactions, customer identification, and documents to prevent fraud.
• Issue bank cheques, customer cards, and PINs while ensuring proper record-keeping.

3. Sales & Business Growth
• Identify and capitalize on sales opportunities by promoting bank products and services.

• Recommend suitable banking solutions to customers based on their financial needs.
• Assist in onboarding new customers by explaining account options and benefits.
• Cross-sell additional banking services such as loans, insurance, and investment products.

4. Workstation & Inventory Management
• Ensure workstations are properly stocked with essential supplies such as deposit slips, withdrawal forms, and promotional materials.
• Organize and maintain an orderly teller area to enhance efficiency and service delivery.
• Secure accountable items, including customer cards, PINs, cheque books, and bank cheques, in accordance with bank policies.
• Monitor and replenish cash levels within authorized limits to ensure smooth daily operations.

5. Compliance & Risk Management
• Adhere to the bank’s policies, procedures, and regulatory requirements to prevent financial risks.
• Conduct proper verification checks for transactions to mitigate the risk of fraud.
• Maintain confidentiality of customer information and safeguard sensitive banking data.
• Report any suspicious transactions or security concerns to the relevant department.