Summary
Overview
Work History
Education
Skills
Timeline
Generic

Carolyn Walker

Summary

With more than 20 years experience in the financial services industry I have an in-depth understanding of the industry and investment platform solutions and how they can deliver to the needs of advice businesses and their clients.


I am passionate about developing teams that are focused on the delivery of exceptional service and keeping the customer at the centre of everything that we do.

Overview

27
27
years of professional experience

Work History

Head of Service Excellence

Praemium
07.2021 - Current
  • Implement an organisation wide continuous improvement framework and training program utilising Lean Six Sigma
  • Deliver consistent high-quality service to our clients through overseeing the delivery of reporting framework/metrics for SLA management and first contact resolution & deliver data to leaders allowing them to make informed decisions
  • Deliver enhancements to the Super Product to align with adviser and client needs and expectations
  • Relationship management with third party providers

Head of Implementation and Key Account Management

Praemium
11.2017 - 06.2021
  • Formalise and implement a structure for the Implementation Team - both SMA and VMA (non custody)
  • Define key responsibilities of the Implementation Managers
  • Establish a framework with Sales Leaders to ensure that Sales and Implementation was streamlined for the benefit of our clients
  • Train and develop a high performing Implementation Team
  • Develop both adviser facing and internal collateral to support both implementations and new adviser onboardings
  • Participate in new client presentations
  • Key account management of larger key customers
  • The Business Implementation structure put in place supported the most significant sales growth period for Praemium in it's SMA and also the introduction of a very successful new non custodial administration service (VMAAS)

Head of Adviser Service & Product Implementation

Centrepoint Alliance
10.2004 - 10.2017
  • Key Account Management of Advice groups in their adoption and ongoing support of platforms solutions developed by the Group
  • Develop and implementation Advice group transitions ranging from simple to complex, covering various platforms, directly held investments and different tax structures
  • Day to day management of operational relationships with key platform providers
  • Technical SME specifically in the superannuation space
  • Develop and release product enhancements with key platform providers
  • Key participation in the rollout of Centrepoint's first Managed Accounts offering (own RE). VMAPS became Centrepoint's fastest growing investment solution within 2 to 3 years of its launch

Paraplanner & Advice

Various Planning Firms (eg,David Bird Financial)
01.1997 - 02.2004

Education

CFP -

Financial Planning Association
1999

CPA -

CPA Australian Program
1996

Bachelor of Business - Accounting

Gold Coast Griffith University
Southport, QLD
1993

Skills

  • Client Relationship Management
  • Coaching & mentoring of team members
  • Comprehensive knowledge of advice processes and adviser businesses and investment platform & managed account solutions (both custodial and non-custodial)
  • Skilled in training and implementation
  • Problem solver for client outcomes

Timeline

Head of Service Excellence

Praemium
07.2021 - Current

Head of Implementation and Key Account Management

Praemium
11.2017 - 06.2021

Head of Adviser Service & Product Implementation

Centrepoint Alliance
10.2004 - 10.2017

Paraplanner & Advice

Various Planning Firms (eg,David Bird Financial)
01.1997 - 02.2004

CFP -

Financial Planning Association

CPA -

CPA Australian Program

Bachelor of Business - Accounting

Gold Coast Griffith University

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Carolyn Walker