Benjamin Wall

Responsibilities:

• Identify and drive transformation initiatives that reduce cost, improve efficiency, mitigate risk or improve client and employee experience
• Drive the Digital Strategy through form digitization, online applications and robotics
• Enhance Operations Reporting through dashboard development and daily use within Operations
• Produce Operations inputs for monthly reporting and forecasting
• Coaching and regular One on One’s with direct reports

Achievements:

• Term Deposit & CMA Application Transformation – reduced AHT, reduced follow up, increased Term Deposit capacity to 1000 apps per day, developed new reporting dashboards
• Handle time reduction results – Individual applications 30 minutes down to 0, Company Applications 40 minutes down to 10 minutes, Trust applications 30 minutes down to 17.
• Workforce Planning - Developed and rolled out initial concept to Operations. Pilot team saved 1.5-2 hours per day on workforce management.
• Competed Proportionate Risk Management review of Operations quality checking, identifying over 10 FTE of potential savings
• Partnered with Analytics team to develop critical operational dashboards and reports such as Handle time, Turnaround Time, Time to First touch, Follow up rates and reasons, FTE cost per Product/Request type
• Transformation lead on Form Digitization e.g. Wrap Super & Pension Withdrawals, Super & Investment Closures, Contribution Tax Deduction notices
• Completed Macquarie Strategic Leadership Program

Responsibilities:

• Change delivery and agile implementation for contact centre and operations across all product streams
• Release coordination and systems testing
• Communication and training rollout
• Introduce efficiency, online processing/STP/automation and reduce manual processing
• Reduce operational and non-financial risk
• Enhance client and employee experience
• Identify resourcing impacts and benefit realization

Achievements:

Change lead on numerous large-scale changes:

• Asset Finance Baseline – implementation of streamlined product offering and pricing
• Wrap Evolution/Series 2 – launch of new Wrap product
• New Payments Platform/PayID – rollout of new service
• BSCL Custody/MIML Admin split (ASIC reg RG133) – separation of custodial operations from administration services in line with ASIC audit.
• Regulatory/compliance activities such as FATCA remediation, CRS rollout and remediation and CMA Unclaimed Monies

Responsibilities:

• Management of 15 staff across two teams, responsible for all incoming funds and new accounts
• Workflow management and allocation, including providing guidance to offshore team leaders
• Staff coaching and performance reviews
• Escalation point and SME for offshore partner issues
• Contribution to various project working groups
• Ongoing procedure reviews
• Key contact in Operations Manager’s absence

Achievements, savings & efficiency gains:

• Lead 3 phases of offshore outsourcing including training, procedure updates and ongoing reviews
• Development of Aged Item Review process and Accuracy Reporting model
• CMA deposit role: reduced FTE requirement by 0.5 FTE through process changes
• Electronic SIS release: saved 30-60 minutes per day through use of Active Banking
• Claim Deduction correspondence: removed the need for manual correspondence

• Management of team & workflow
• Staff coaching and performance reviews
• Allocation of resources for projects, transitions and system releases
• Processing and Authorizing of client requests
• Procedure writing and reviews
• Testing (BAT & PVT) for system releases