Alison Setright
Newcastle
Summary
Dynamic and results-oriented Learning and Development professional with a passion for driving organisational growth through impactful training initiatives. Highly skilled in adult learning methodologies and leveraging digital training systems to enhance accessibility and engagement. Proven ability to design and implement effective instructional strategies that optimise employee performance and productivity. Adept at facilitating interactive learning experiences that inspire continuous improvement and professional development. Committed to fostering a culture of knowledge-sharing and empowerment to support business success.
Overview
19
19
years of professional experience
1
1
Certification
Work History
Procedures Specialist
GROW Inc
01.2025 - Current
- Assisted with the integration of a large superannuation fund, producing and reviewing over 100 procedure guides to enhance frontline operations efficiency.
- Partnered with cross-functional teams to develop and deliver procedural documentation under tight deadlines and evolving business needs.
- Managed workload prioritisation, triaging incoming requests to ensure timely and effective task completion.
- Designed and facilitated superannuation fundamentals training for new employees across multiple offices, leveraging both in-person and remote delivery methods.
- Updated and refined internal training modules to align with new legislation, ensuring compliance and clarity in instructional content.
- Oversaw the development and revision of Standard Operating Procedures (SOPs) for existing funds, ensuring alignment with business rules and regulatory changes.
Capability & Experience Trainer
UniSuper
01.2023 - 12.2024
- Developed and assessed employee performance through tailored onboarding and training initiatives, using Articulate 360 to create interactive eLearning modules and facilitating in-person training for over 50 staff.
- Collaborated with business leaders to align training programs with organizational values and objectives, supporting workforce effectiveness.
- Designed and launched new induction programs and onboarding guides for Member & Advice and Operations - Contribution Management.
- Mentored and coached new hires, enhancing team productivity and supporting individual career development through one-on-one mentoring and best-practice guidance.
- Tracked training effectiveness and optimized engagement, gathering feedback to ensure continuous improvement and streamlined training processes for operational efficiency.
Acting Complaints and Quality Assurance Manager
Australian Catholic Superannuation
05.2022 - 01.2023
- Effectively managed complaints in alignment with regulatory standards, ensuring timely resolutions as per Dispute Resolution Policy.
- Maintained accurate records of complaints and provided regular reports to the Insurance Claims & Dispute Resolution Committee and Trustee Board.
- Coordinated escalations of significant issues, including fraud, to senior management and drafted responses for external authorities like AFCA.
- Monitored member interactions, addressing dissatisfaction, and conducting audits to uphold high-quality service standards.
- Delivered training on complaint handling and quality assurance to foster team accountability and performance.
- Analyzed trends, supported work planning, and contributed to team goal setting for continuous improvement.
Member Services Team Leader
Australian Catholic Superannuation
07.2021 - 05.2022
- Promoted to leadership role for outstanding work ethic and exceptional customer service, effectively managing team caseloads and allocating work to ensure KPI achievement.
- Supervised escalated issues, member satisfaction, and team productivity, overseeing quality assurance for calls and emails, with regular reporting to executive teams.
- Directed Fund and Escalations inbox, meeting KPIs for prompt response, and updated training guides for Member Services.
- Led project optimizing call centre operations to a Mon-Fri schedule using data-driven staffing insights, enhancing resource utilization.
- Assisted in hiring, onboarding, and conducting performance reviews, fostering a positive and inclusive team environment through delegation, feedback, and conflict resolution.
- Mitigated fraud and corruption risks while building customer satisfaction, retention, and loyalty through strategic leadership and empowerment of team members.
Member Services Team Senior
Australian Catholic Superannuation
02.2021 - 07.2021
- Effectively managed team caseloads, work allocation, and ensured KPI targets were met, utilizing online systems to promptly address member inquiries.
- Oversaw Fund and Escalations email inbox, resolving customer issues and ensuring responses within set KPIs.
- Skilled in conflict resolution, leveraging internal knowledge bases to develop solutions for challenging customer situations and account issues.
- Maintained expertise across product options and internal systems, cross-trained in various service functions to meet team coverage needs.
- Strengthened member relationships through active listening and tailored solutions, while promoting team collaboration by sharing best practices.
- Committed to a safe, welcoming environment and continuous professional development, staying current with industry trends to enhance service quality.
Senior Fund Administrator
Australian Catholic Superannuation
11.2019 - 02.2021
- Managed team caseloads to meet SLAs, overseeing work allocation, productivity, and accuracy, while handling escalated issues to ensure member satisfaction.
- Processed daily cases, verified team output, and prepared monthly financial statements and bank reconciliations to resolve discrepancies.
- Coordinated with external auditors for annual reviews and prepared audit materials, ensuring compliance and accuracy in financial reporting.
- Collaborated with Administration Manager to resolve fund discrepancies and contributed to the successful launch of new funds, managing documentation and operational setup.
- Built strong client relationships, provided guidance to junior staff, and fostered a high-performance team environment for continuous professional growth and client retention.
Member Services Officer
Australian Catholic Superannuation
03.2018 - 11.2019
- Delivered high-quality customer service by addressing member inquiries and adhering to service standards while building strong member rapport.
- Collaborated with internal teams to provide solutions, managing customer conflicts calmly and leveraging knowledge bases to resolve issues.
- Handled fraud and corruption risks, assisted members in resolving account issues, and maintained accurate customer records.
- Conducted routine account audits for compliance, supporting seamless service transitions during branch mergers or conversions.
- Worked closely with colleagues to enhance member experience, implementing strategies to improve service quality and satisfaction.
Anaesthetic Administration Officer
VINAES
03.2016 - 03.2018
Emergency Administration Officer
St Vincent's Hospital
12.2010 - 02.2016
Operating Theatre Receptionist
St Vincent's Private Hospital
11.2008 - 10.2010
Gaming Attendant
Tabcorp
09.2008 - 01.2009
Maitre D'
Sydney Tower Restaurants
03.2006 - 06.2008
Education
Certificate - Design Thinking For Innovation
RMIT University
Melbourne, VIC10-2024
RG146 - Superannuation Industry
AIST
Sydney, NSW03-2019
Higher School Certificate -
St Philip's Christian College
Waratah, NSWSkills
- Quality Improvement
- Call Centre Operations
- Senior leadership support
- Superannuation regulations knowledge
- Quality assurance controls
- Employee coaching
- Subject matter expertise
- Group and individual instruction
- Standard operating procedures
- Workflow Analysis
- Procedure development
Accomplishments
- Collaborated with team 30+ in the development and delivery of training materials for an internal Insurance provider switch.
- Assisted to facilitate and deliver onboarding and induction for 75+ new staff into superannuation contact centre and administration roles.
- Designed and published eLearn modules utilising Articulate 360, along with corresponding support materials for the redesign of company onboarding and inductions.
- Successfully designed, developed and delivered training for temporary staff on extreme short notice in response to a major fund incident.
Certification
- First Aid Certification
- CPR/AED Certification
- NSW Drivers License
- Emergency Warden
Timeline
Procedures Specialist
GROW Inc
01.2025 - Current
Capability & Experience Trainer
UniSuper
01.2023 - 12.2024
Acting Complaints and Quality Assurance Manager
Australian Catholic Superannuation
05.2022 - 01.2023
Member Services Team Leader
Australian Catholic Superannuation
07.2021 - 05.2022
Member Services Team Senior
Australian Catholic Superannuation
02.2021 - 07.2021
Senior Fund Administrator
Australian Catholic Superannuation
11.2019 - 02.2021
Member Services Officer
Australian Catholic Superannuation
03.2018 - 11.2019
Anaesthetic Administration Officer
VINAES
03.2016 - 03.2018
Emergency Administration Officer
St Vincent's Hospital
12.2010 - 02.2016
Operating Theatre Receptionist
St Vincent's Private Hospital
11.2008 - 10.2010
Gaming Attendant
Tabcorp
09.2008 - 01.2009
Maitre D'
Sydney Tower Restaurants
03.2006 - 06.2008
Certificate - Design Thinking For Innovation
RMIT University
RG146 - Superannuation Industry
AIST
Higher School Certificate -
St Philip's Christian College
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