Spotlight on our team: Stephanie Holding
Regional Store Manager - Wollongong and Cronulla
This month we are profiling one of our Regional Stores Managers – Stephanie Holding. We spent some time with her to learn more about Stephanie. We hope you enjoy getting to know her more.
Can you tell us about your role as a Regional Stores Manager at Illawarra Credit Union?
In my role as RSM, I am responsible for leading and supporting the performance of two-key locations – Wollongong and Cronulla. My core focus is on coaching and developing my teams to consistently deliver exceptional member experiences while achieving strong sales outcomes. I work closely with my team to foster a culture of accountability, growth, and motivation, empowering individuals to expand their skill sets and take ownership of their professional development. By aligning team goals with broader business objectives, I strive to create high-performing, people-first environment that drives results and builds long-term member relationships.
What does a typical day look like for you?
Everyday is different, with different challenges and as such, different wins. At its core, my day revolves around supporting and coaching my teams to deliver great member experiences and strong business outcomes. That can involve anything from one-on-one check-ins and team meetings to reviewing performance metrics, identifying opportunities for growth, dealing with complex matters. I spend my time in-store, observing interactions, giving feedback, and helping to remove any roadblocks that might be affecting team performance or member satisfaction. Another big part of my role is helping to foster the right culture – one where people feel empowered, valued, and motivated to grow. In addition, I am constantly collaborating with other leaders and departments to ensure we are aligned with achieving the broader organisational goals, there are a lot of moving parts!
What makes ICU stand out compared to other financial institutions, in your opinion?
For me, it’s the genuine sense of community and connection that sets ICU apart. We’re not just about transactions – were about relationships. There’s a real human touch to the way we do things here. We take time to truly understand our members, and we care about the people behind the numbers.
What opportunities do you see for members as a result of this merger?
The merger is an exciting opportunity to bring together the strengths of both organisations and position us for long-term growth. Our members will benefit from enhanced technological capabilities – offering greater innovation, improved security, and more seamless digital experiences. They’ll also gain increased face-to-face access across our now 13 store locations, making it easier to receive support and personalised service, wherever they are.
In addition, an expanded contact centre will allow us to serve members more efficiently, and the broader range of products and services will open up new possibilities that may not have been available before. Ultimately, this merger is about evolving to meet the changing needs of our members while staying true to the community values that make us who we are.
Are there any aspects of ICU’s current practices or values that you hope will continue after the merger?
The environment we’ve built at our Wollongong Head Office is something special. We rally around each other, celebrate our differences, and create space where everyone feels like they belong. We come to work each day not just to support our members, but to show up for one another. Regularly, we hold Fri-Yay events where we have different food themes and get to decompress together after a big week. I’m really excited to see this culture grow across the new organisation.
What inspired you to pursue a career in financial services, and how has your journey led you to ICU?
Money plays such a big role in people’s lives, and I realised that I was good at making decisions with it. Being able to support someone in reaching their goals, gaining confidence in their finances, or simply having a positive day-to-day experience with their banking – is incredibly rewarding. This was the basis of what inspired me in my career in financial services. Over time, I’ve come to love the balance of people and performance in this field. You get to build relationships, coach and lead teams, and drive results that genuinely impact the community. That sense of purpose is what continue to inspire me every day.
Outside of work, do you have any hobbies or interests that you’re passionate about?
Most of my time outside of work joyfully spent with my 3-year-old daughter, Matilda. She is the light of my life, and it brings me so much happiness to watch her learn, explore, and grow each day. Growing up, I had a deep passion for dancing, and now that Matilda has begun her own little journey in dance, I love embracing my new role as a proud dance mum. It’s a full-circle moment that brings us both so much joy.
What advice would you give to someone looking to work at Illawarra Credit Union?
My advice would be to bring your authentic self and be ready to embrace the culture. If you’re passionate about making a real difference in your community, open to learning and driven to contribute a positive team environment – this could be just the place for you. Be curious, take initiative and don’t be afraid to step outside of your comfort zone.
