Organisation: The University of Sydney
Job Title Operations and Finance Officer
Word Limit: 350 – 500 per point
Location: Darlington/ Camperdown Campus
Proficiency in the use of computers including project and database management systems and the MS Office Suite
Excellent communication skills, both written and verbal
I possess strong skills in the use of computers, including the Microsoft Office suite, and a range of database system and financial management software. My current role requires the use of MS Excel, which I use for spread sheeting, setting up databases to track and monitor commission payments to agents, chasing outstanding debtors, and extracting data from other programs for manipulation and charting. MS Word has provided the tool for writing numerous university papers, essays, and reports, including formatting and word processing. MS Outlook provides me with my email and calendar functions, and I have created countless presentations using PowerPoint.
Databases and systems used in recording of information have included Study Global, Edmis, and Pronto, and I am competent and confident in my use of the MYOB financial accounting software.
My communication skills in both written and verbal form have been demonstrated within my current role, through my communication within the organisation and externally. I deal regularly with agents, students, customers, and staff, both in person and over the phone, and pride myself on ensuring understanding. Both students and agents often contact me via phone or email from different parts of the world with enquiries, which also utilises and demonstrates my communication skills.
On one occasion, I was dealing with an agent who thought he was eligible for a commission in relation to a student enrolment. He began questioning the processes, and became quite animated in our discussion, keeping calm, I informed him that I understood that he was upset however; I believed that because the student wasn’t enrolled for the following semester, he was not eligible for the commission. I then communicated that I would go away, check my understanding, and let him know my findings. I performed the required research within the university and the agreement, and communicated this back to the agent, citing the rules and regulations along with the contracted agreement between us. I offered to provide this information in writing, which the agent agreed to, before thanking me for me attention to his issue.
Similarly, my clear and concise communication skills are often required when international students are confused about their payments. In some cases, they have paid their agent before leaving their country, and are not expecting a further payment to us when they get to Australia. This information is supposed to be passed onto the student by the agent however, this does not always happen. I talk to the student about what the payment is for, and how the process works, and in most cases, it turns out well for everyone.
Able to work alone or with others in a busy environment
Ability to manage multiple agencies and timelines
Willingness and ability to travel to the university’s satellite campuses in NSW
Within my current role, I am responsible for the payment of commission to our agents who bring international students to Australia. This task is my individual responsibility, and I undertake it autonomously, ensuring accuracy and attention to detail in my calculations. I have developed my skills in this area, and can now process commission payments in a timely manner. As a result of my superior performance in this area, I am responsible for around 80% of all commission payments made by the organisation. My ability to make decisions, and to demonstrate planning and implementation, means I am given work flexibility and trust by my employer to work at home on occasion, as well as in the office, further demonstrating my skills in working autonomously.
As part of a team in study group Sydney, I participate in team meetings held every week, and contribute ideas that often lead to the success of various projects. One example of this was in our recent software development upgrade within the business. I made the suggestion that if we could have the capacity to write notes and comments alongside commission payments in the system, it would ensure a consistent and seamless interaction with clients. I put it to the meeting that this would allow any person to deal with a client issue, and see immediately what others had done before them. This initiative was then incorporated into the new system effectively. Working together with one another, and with the IT department throughout this latest update has ensured its success.
During my role, I have undertaken roles of coaching and mentoring other staff in a range of areas. Some new and inexperienced staff need someone to give them guidance at times to undertake their roles effectively. I have achieved this through open communication, and regularly involving myself in discussions around any issues that arise in our area.
Multiple agencies and timelines are a standard working environment in my current role, with a large range of students and courses to administrate, as well as financial payments and commissions. In addition, I have recently agreed to oversee both my role and a colleague’s role during her time away on leave. This multiple responsibility set up has required my flexibility and time management abilities to achieve success. I have successfully kept both workloads under control for the duration of her absence, clearly demonstrating my organisation and time management capabilities.
In my current and previous roles, I have been required to travel to multiple university campuses from time to time. I have no problem if I need to travel to the satellite campuses in NSW.
Demonstrated experience of working in an accommodation environment; may include hotels, student accommodation etc.
Demonstrated experience and/or exposure to financial transactions, arrears and debt recovery
Whilst I have not specifically worked as an accommodation officer, I have developed a current understanding of the financial aspects of managing student accommodations. As Student Services Finance Officer, my role included issuing invoices and processing payments for accommodation providers, as well as working with students to extend their home stay arrangements. In all of my roles, I have worked with and serviced clients from a broad range of countries, backgrounds, and cultures, giving me important communication abilities with all people. I have a good understanding of what it is like to move from one country to another and the challenges that one faces given my own experience, and I am sure this relates to students relocating from family residences to independence as well.
In my current and previous roles, I have had direct experience in performing financial transactions as well as arrears and debt recovery, commission payments, and monitoring. I have dealt on a daily basis with payments from companies that partner with universities, ensuring they are accurately recorded, and processed in the systems. Our organisation enters into agreements with agents who bring students to Australia to study, and under strict conditions and guidelines, those agents are eligible for a commission. On some occasions, students do not re-enrol for the ongoing semester, therefore breaching the commission conditions for agents. When this happens, the money needs to be recuperated from the agents, as they are then overpaid. One such occurrence saw an agent overpaid for around 30 students due to an incorrect report issued by a university partner organisation. I called the agent, explaining the situation to them and requesting the money be repaid to our organisation. The agent understood the issue, but was refusing to pay the money. In order to recoup the money, with my Manager’s permission, I deducted the amount from the next commission payment to the agent.
Within my role as Student Services Finance Officer, part of my role was to follow up on students who owed money to our organisation, as well as agents and sponsors. Every situation is clearly different, and I used my knowledge and flexibility with each case to try to ensure payments are made in a timely manner, following company policy. Also within this role, I was responsible for a range of financial transactions including accounts payable, accounts receivable, and general ledger transactions as well as bank reconciliations and reporting.
Demonstrate experience in administering maintenance requests and applicable follow-ups
Demonstrated customer service excellence
Ability to positively liaise with all relevant stakeholders including staff, university partners and other stakeholders
As a competent and sensible person, I am confident in my ability to collect, prioritise, and implement maintenance requests within student accommodation facilities. I have a basic understanding of expectations of tradesmen and contractors — enough to ask questions and monitor that they have completed the job with attention to detail, and sound workmanship. Having worked in debt collection, I have developed resilience, and the ability to have hard conversations, and would be happy to utilise these skills with maintenance reviews and follow-ups.
Having extensive experience in roles requiring quality customer service, I have exceptional skills in this area, and will do what I can to assist the customer in their enquiries. An example of this was one of our biggest agent was attempting to track down a range of old commission payments, which we had processed around five years earlier. The agent advised us that they had not received payment, although our records indicated the payment had been processed. Given that I only had our records to go on, instead of going back to the customer straight away, I contacted the accounts payable department and the bank to gain proof of payment. I also followed up with our overseas office and appropriate regional manager, as well as the agent’s office, right down to the person who submitted the invoice. After some investigation, it was found that the agent’s officer has accidently put his own bank account on the invoice. I passed this information onto the agent, who dealt with the matter internally. He thanked me for going to extreme lengths to find the answer for him.
Within my current role, I liaise with numerous stakeholders including colleagues, university partners, and others. Internally, this includes everyone from the Finance Director to the Receptionist, and externally, I liaise with our regional offices, agents, and staff from a range of countries. A few years ago, our organisation implemented a new financial system across the board which, due to some technical difficulties, was not calculating and displaying the correct commission payment amounts. As a result, this affected our relationships with clients who were frustrated at the mistakes. This was when I commenced in my role in the department, and I was able to use my new status to develop relationships within these agents based on mutual frustration. It was clear that I had not caused the problem and for this reason, I could empathise and communicate positively, allowing us to work together to find the problem, and fix errors manually for a time. As a result of this, I have built trust in my relationship with them, particularly with agents and we have seen a 15% increase in business since this time.
Relevant and applicable tertiary qualifications and/or equivalent work experience
In addition to my Master in Business (Human Resource Management), gained at the University of Queensland in 2009, I also have a Bachelor of Business Administration from Bangladesh. My attached resume outlines a range of experiences, which add to my tertiary qualifications in highly related areas. My roles have included customer service roles, financial and administrative roles, as well as student services and project-based roles, giving me a broad base of experience.
DESIRABLE
Proficiency in using student housing systems such as StarRez
Whilst I do not have direct experience in the use of StarRez, I have significant experience in a broad range of database, financial, and MS Office programs, which means I can pick up new applications quickly and easily.
During my maternity leave from study group Brisbane, I made the move to Sydney, so resigned from my Brisbane role. On moving to Sydney, the study group organisation called me, and offered me a senior role in their Sydney office, which is where I work today. Although the whole system had changed during my maternity leave, I was able to learn and develop my knowledge in the new system quickly and even coach others in its use.
