Head of Operations
Serena Or is Head of Operations at Financial Training Australia. She is an engaging people leader with a track record in leading virtual and cross-functional teams to deliver excellent customer service and improved client experience. She is an operations specialist with 10 years’ experience in end-to-end client servicing for large and medium-sized firms within the banking and finance sector – with local and international presence.
Serena started her career in the banking industry with HSBC. There, she built a solid foundation in the financial planning industry as a financial planning assistant, before heading the team and getting exposure to financial planning applications and project management. She then joined Aon Australia and Tribel Advisory, leading a bigger national team as an Operations Manager and Quality Assurance Manager. This brought experience in team restructures, process re-engineering, software implementation, compliance and risk management.
She has successfully implemented projects that have resulted in achieving significant cost savings for the business. She has spearheaded a client satisfaction tracking system which helped achieved an improved Net Promoter Scores for the business. Her work involves identifying process inefficiencies and implementing technological solutions to gain operational effectiveness and reduce operating cost.
Serena has a Bachelor of Business with Honours in Economics and Finance, a Master degree in Management and a Diploma of Financial Services.
For leisure, Serena loves spending her time volunteering. She has worked with many for profit and not-for-profit organisations such as St John Ambulance and Foodbank to support the local community’s wellbeing and environment. She also loves travelling to new places as she enjoys exploring and respecting different cultures and, most importantly – experience their food.