The document is a cover letter and resume submitted by Sean Dugan for a Compliance Officer position. Dugan has over 4 years of experience in compliance roles at a major bank, including managing compliance programs and providing advice. He is seeking an interview to further discuss how his background in compliance, communications, and management would make him a strong fit for the open role.

1. 15/3/16
www.indeed.com
Sydney
RE: COMPLIANCE OFFICER
I read with interest your above mentioned opportunity advertised on the indeed website. My
suitability is as follows:-
* More than 4 years’ experience dealing with compliance and regulatory matters within a Major
Bank/financial services responsible for the day to day operation of the compliance program with
various responsibilities focusing on delivery of compliance services including as it relates to the
Banking business
* Responded promptly to requests for advice and information from the business, operational and other
members of the global team for compliance and operational risk controls
* Provided accurate,clear and concise reports and other written materials, where required to the
business lines and other members of the Legal & Compliance team
* Identified improvements in the control, training and policy areas of the business and communicated
in an effective,coherent and confident manner with all level of staff and external bodies on complex
matters relating to regulation and compliance
I have always been known to be able to listen, understand and provide reasoned arguments when
addressing regulatory and compliance matters with all levels of staff and external bodies and these
attributes have been regarded as my strengths.
I would welcome the opportunity to meet with you personally to discuss my suitability further at
interview.
Yours sincerely,
Sean Dugan
0409 006 648
seandugan1@hotmail.com https://au.linkedin.com/in/sean-dugan-7131337b
PROFILE
Compliance professional who is confident with the ability to communicate effectively with both peers
and senior management whilst maintaining excellent and trusted judgement to deliver effective
decisions.
Maintained a global perspective on all matters relating to compliance and contributed and interacted
effectively with the regional and global team demonstrating in depth knowledge of all applicable
laws, rules, regulations, and a detailed understanding of current and anticipated local regulations and
compliance policies and procedures

2. Collaborative approach to achieving goals, ready to take initiative, actively share information, and be
willing to undertake a variety of roles such as mentoring, coaching, auditing and training with the
ability to assimilate and analyse information in an organised and methodical manner to enable critical
components to be identified and actioned
Protected the Company’s reputation and facilitated its business activities by providing advice on, and
reasonable assurance of, compliance with applicable laws, regulations, rules and corporate policies,
and high ethical standards.
Key Strengths:
* Strong focus on client relationships to maintain existing clients and secure new clients
* Planning and prioritizing skills to maintain operational efficiencies and reducing costs
* Experienced in Compliance and Quality Assurance to consistently meet compliance requirements
by providing the business with Advice, Education and Monitoring services in compliance
* Commercial Data Analysis and Interpretation skills
BUSINESS EXPERIENCE
National Australia Bank
National Compliance and Service Manager 2011-2015
Kiosk Manager
To work closely with each of the Compliance product/specialist officers to ensure that there was a
consistent and coordinated delivery of the compliance program. In addition, the liaised with the Legal
department, including areas where legal and compliance input was required, such as regulatory
investigations and internal investigations
Managed all aspects of the Kiosk, including operational functionality, staffing and customer service
with a focus on servicing customers outside of normal banking hours
Accountabilities:
* Ensured regulatory and compliance requirements as they relate to the operations and activities of the
Bank.
* Provided prompt advice and guidance to the business on relevant policies and procedures
* Assisted in the maintenance of the Compliance Framework for the Bank including development and
maintaining a compliance risk management program to identify key regulatory risks and controls
* Monitored the effectiveness and general maintenance of the Banks Information Barriers
* Reviewed and approved Research reports for regulatory, reputational and potential conflicts of
interest.
* Undertook projects and initiatives as required, including cross divisional projects.

3. Key Achievements:
Ensured Kiosk was fully operational with a strong focus on staff presentation, acknowledging waiting
customers, answering phones promptly, maintaining Kiosk merchandising and providing motivation
and support
Obtained sales of $2.5m and $1.8m for Business Banking operational through improved focus on
customer service and targeting of possible business clients from other financial institutions
Held regular focus days usually at weekends,to attract new home loan customers with the highest
achievement of 16 new home loan referralin a four hour period
Provided a point of contact,developed relationships and managed all aspects of the Compliance
Program for 35 Kiosks across the country. Provided support for 169 kiosk staff and the Compliance
Team based in Melbourne and facilitated weekly teleconferences with all Kiosk mangers
Over a period of 8 months charged to manage to get 35 Kiosks and 169 “new to bank” staff fully
compliant with bank and government policy and procedure.
Held weekly, on site, one on one coaching and training sessions addressing individual needs of staff
members concerned
Held monthly group training sessions for selected Kiosk staff to improve customer service and
compliance scores
Conducted regular on site Compliance Audits. Attended when required meetings with Senior leaders
to update them on the progress of the Kiosk concept and provide statistics and written reports for
referralto CEO and the Board
Branch Manager 2005-2011
Managed all aspects of the branch including operational functionality, staffing and customer service
with delegated responsibility to authorize up to $1m
Key Achievements:
Raised customer satisfaction score from 53% to 76% over a 12 month period focusing on branch and
staff presentation, acknowledging waiting customers, answering phones within 3 rings, maintaining
branch merchandising and providing motivation and support
Generated increase in Home Loan and Business Banking sales by up to 15% over an 18 month period
Developed and maintained strong relationship partnerships with Financial Planning team by working
closely with chosen planners and referring business worth an estimated 6.5m
Improved branch compliance score from 63% to 87.8% over a 2 year period and maintaining the same
level of achievement for the rest of my tenure, thus receiving an award for the highest compliance
score in the Inner City and Eastern Suburbs Local Area Market
Eradicated all cash errors by improving cash handling procedures and retraining of all staff
Maintained staff and customer wellbeing and safety and no loss to bank during 2 armed robberies by
remaining calm, following prescribed procedures and leading by example

4. Relief Branch Manager 2004-2005
Coordinated and led a team of 18 staff to ensure that 17 branches were fully covered for holiday and
sick leave. One on one coaching with all team members as well as conducting group training on bank
policy and procedure
Key Achievements:
Developed and delivered targeted training courses for individual teams across the Local Area Market
Achieved 62% increase in insurance sales by running a sales promotion for a period of 6 weeks across
17 branches
Ensured all 17 branches had necessary fully trained staff to cover for absentee staff members
Conducted morning start up meeting and close of business meetings on a daily basis
Prior 2004
Sales and Service Advisor
Provided direct support to Branch Manager in all aspects of running the branch with fully delegated
authority in manager’s absence. Drove all sales within the branch environment and coached junior
team members in sales techniques.
Key Achievements:
Received severalawards for outstanding contribution to the sales team as well as ensuring all
Financial and Compliance targets were achieved or surpassed
Increased branch customer satisfaction results from the low 50’s to the high 80’s over a period of 18
months
Developed and maintained strong working relationships with senior managers and banking partners to
ensure increase in weekly sales
Team Leader Account Management Services
Led a team of 12 staff to complete back office and 2nd day processes to set deadlines and restrictive
timeframes
Key Achievements:
Met all set deadlines and targets within agreed timeframes
Developed and delivered targeted coaching on behalf on Account Management Services to retail staff
in front line market
Conducted weekly team meetings setting out weekly targets and deadlines
Coordinated and supervised all direct customer contact ensuring bank policy and procedure were
adhered to

5. Led a team to conduct fraud checks on all cheques coming in for overnight processing
Financial Services Centre Coordinator
Managed all aspects of the centre across 3 sites, including ensuring home loans were delivered on
time and all settlements occurred within agreed timelines. Responsible for balancing all Suspense
Accounts
Key Achievements:
Managed and coordinated the delivery of all home loan applications to the home loan team.
Ensured all timeframes for processing of home loans were adhered to
Managed Office Suspense Account ensuring account balanced on a weekly basis and all staff were
aware of how and when to use the account
Reported weekly to senior management with coordinated statistics outlining weekly anticipated sales
for coming 4 week period
Earlier Business Experience
Compensation Specialist Towers Perrin
Office Manager Office of Fair Employment and Industrial Tribunals
Press Officer Government Press Office, Northern Ireland and London
Staff Development Officer Northern Ireland Civil Service
EDUCATION AND PROFESSIONAL DEVELOPMENT AND TRAINING
Bachelor of Arts Degree (St Patricks College Maynooth, Ireland)
Diploma Scholastic Philosophy (Queens University, Belfast)
Trade Practices Act General Awareness
Financial Services Reform Act Tier 1 and 2
Internal Development
Goals to Choices Consultative Selling: Enabling Sales Leadership; Sales and Service
Development;
Coaching for Managers; NAP2; Performance Management; Coaching the Coach
TECHNICAL SKILLS: Microsoft Word and Excel, Lotus Notes, Microsoft Office, Siebel,
SAP, OH&S online database, Outlook, Windows
REFERENCES Referees are available on request