Daniel Zhang

As part of the administration team, Daniels role is to provide support and professional services to alleviate APEX's Complaints & Incidents backlog, including documentation of observations to assist in the uplift of current complaints process.

Key Activities included:

• Facilitated cross-functional collaboration to conduct comprehensive investigations into member complaints to identify root cause of issues
• Liaised with stakeholders to address compliance-related concerns arising from member complaints about fund issues, processes and services
• Supported the complaint reporting process to ensure accurate representation of complaints data
• Conducted quality assurance review's for team members; complaint responses to ensure adherence to quality standards and expectations of the Trustee
• Assisted in creating as-is process map to highlight bottlenecks and risks in current state complaints process
• Formulated standardised templates and documents to be used of specific complaints.

• (Full-Time) As an graduate/associate consultant at IQ Group, I have worked with clients such as SS&C, NGS Super and Apex, delivering business analysis support across superannuation and wealth management projects. I specialize in optimizing processes and digital advice solutions while collaborating with stakeholders to deliver strategic outcomes.
• Key Activities included:
• NGS Super - Conducted workshops with SME's to gather business and technical requirements, documented advice tools, and outline process maps for inbound and outbound contact centre workflows.
• NGS Super - Assisted in the co-design and delivery of a Member Outline portal, collaborated on Figma content reviews, and supported data mapping exercises between data warehouse and registry system.
• SS&C - Provided documentation support for Bluedoor data migration activities, ensuring alignment with client objectives, executive approval, and a structured migration timeline for NQ Super and AMB.
• SS&C - Assisted in stakeholder discussions, dependency tracking and updating key documentation, including migration schedules, confluence pages and resource management spreadsheets.

Daniel supported the Lead Consultant by maintaining critical artefacts and aligning documentation with client strategic objectives to enable a system-wide data migration.

Key Activities included:

• Providing documentation assistance for Bluedoor data migration activities for executive approval
• Creating process maps that outline the flow of data from source to target systems to showcase high-level overview of various activities within a data migration process
• Assisting the Lead Consultant in documenting the data migration schedule for NQ Super and AMB (Australian Military Bank) ensuring a timeline to support migration processes.

As part of the Service Operating Model Program, Daniel was involved in Digital, Technology, Education and Advice Streams. Daniel assisted in the co-design and delivery of a new Member Online portal to elevate member experience. Across the Advice and Education stream, he was involved in documenting requirements for new Advice Tools to improve advice offerings.

Key Activities included:

• Conducting workshops with various SME's to elicit business and technical requirements of advice and education offerings to present and gain sign off from product owners
• Creating business process maps to outline various inbound and outbound flows of a new Contact Centre setup
• Collaborating with key stakeholders to progress content review of Figma pages, making Figma design updates where necessary
• Providing support to Principal consultants in data mapping exercises, establishing connection between data warehouse and registry system
• Assisting Program Manager with various ad hoc tasks, including re-work of dependency tracker, and construction of Confluence Pages

• (Summer Vacationer) As part of the business core consulting team, Daniel conducted technology risk assessments on business strategies, initiatives and challenges regarding IT control for various client portfolios. He assisted with reviewing and producing SOC reports that reviewed a client's internal IT processes.
• Key Activities included:
• Facilitated workshops and discussions to elicit requirements to update internal ticketing system
• Completed a risk analysis of a client's cybersecurity system, highlighting areas for improvement and potential breaches
• Reviewing qualitative documents to generate meaningful insights and findings on client's compliance system
• Supported engagement by documenting meeting minutes and providing updates to wider Tech. Risk Team.