Summary
Overview
Work History
Education
Skills
Timeline
Generic

Janet Van

Springvale South

Summary

I am a task oriented individual who is very enthusiastic about getting the job done right the first time. My ability to focus on set deliverables and manage challenges effectively and quickly allows me to achieve my outcomes. I have over 10 years’ experience in the superannuation industry and more than half spent in analytical roles in operations. Strong relationship building coupled with stakeholder management allows me to successfully achieve outcomes across multiple business areas. Over the last 12 months, I have developed new skills in project management and implementing robotic process automation, I have strong analytical, strategic and problem solving skills and am looking for a role to apply and further enhance these skills.

Overview

21
21
years of professional experience

Work History

Continuous Improvement Analyst

Link Group
01.2015 - Current
  • Process re-engineering by identifying process waste and reduce cycle time
  • Facilitate workshops with subject matter experts to document current and future state process
  • Prepare presentation packs to gain stakeholder buy-in
  • Document findings and recommendations to present to senior stakeholders
  • Achieve improvement targets set by management
  • Cost benefit analysis and post implementation review to quantify benefits
  • Influence business areas to embrace Lean methodology in their operation
  • Coach and mentor continuous improvement champions and support colleagues
  • Deliver automation capability to the business
  • Identify suitable opportunities for automation using standard RPA (Robotic Process Automation) requirements
  • Gather business requirements for process automation translating into Process Definition Document (PDD)
  • Deliver automation ensuring minimal disruption to the business
  • Follow change management methodologies for implementations
  • Support Hostplus transition through business rules rewrite, delivered within strict timeframes
  • Reduce cycle time and enhanced member experience by implementing new process for direct debit dishonoured payments for members
  • Reduce return mail sent to Link's default address by introducing a new report
  • Implement RPA for SuperStream across 5 large funds in less than 18 months, savings of 2.7 FTE
  • Introduce standardised team communications templates and scope document
  • Leverage key business contacts to assist colleagues with their initiatives
  • Establish continuous improvement framework and embed culture across operations

Business Readiness Analyst

Superpartners Pty Ltd
01.2014 - 01.2015
  • Review, investigate and analyze clients change request
  • Participate in discovery sessions to understand the client's business objectives and system needs.
  • Work closely with stakeholders to define and lead change impacts
  • Drive the development of change analysis, communications and engagement plans
  • Analyze training needs and requirements and assist the development of training material in consultation with key stakeholders to ensure training programs meet project objectives
  • Stakeholder management; influencing, interpersonal and consultative relationship building
  • Work collaboratively with key stakeholders to conduct readiness assessments and develop business readiness plans
  • Provide brief documents covering risks, considerations and recommendations for successful implementation of change request
  • Implement SMS notification to AustralianSuper for benefit payments, enhanced member experience and reduced contact centre call volumes
  • Working closely with Business Readiness Lead, developed the management of change request
  • Develop template brief documents and business readiness checklist

Business Analyst

Superpartners Pty Ltd
01.2012 - 01.2014
  • Custodian for Hostplus Change Management Document (CMD)
  • Identify issues and risks, manage the life cycle of all CMDs ensuring requirements are captured in detail and aligns to legislation
  • Bring inconsistencies and problems to the attention of management and provide recommendations
  • Collect and document business requirements for project and process improvement opportunities
  • Facilitate process workflow modeling in order to collaborate on process improvements
  • Develop training programs to align with new business rules to support operations with change
  • Review incident registers and introduce new
  • Standardize binding death nomination process across 4 large funds
  • Implement SMS communication to notify members of benefit payments
  • Identify alternate solutions meeting the business objects without financial outlays, to encrypt and password protect PDF documents sent to employers and members

Trustee Support - Product and Procedure Specialist

Superpartners Pty Ltd
01.2010 - 01.2012
  • Act as a subject matter expertise on funds/processes/procedures
  • Review and investigate escalations raised by contact center and trustee
  • Co-ordinate quarterly audit review across operations
  • Support internal complaints inbox, investigate and provide factual response to trustee within agreed SLA
  • Identify and log potential breaches, mitigate issue by reviewing potential process gaps and provide recommendations for improvements
  • Prepare incident notices to member and employers
  • Build and maintain valued relationships with internal and external stakeholders
  • Keep abreast of current industry related issues
  • Demonstrate a proactive approach to independent learning
  • Implemented express post register to track incoming mail to enhance member experience and mitigate lost paper work
  • Developed a framework to provide feedback to trustee regarding potential improvements on their product and services
  • Implement benefit authorization checklist to ensure all requirements are met prior to payout
  • Rectify various mixed member accounts that could have resulted in a financial impact if member had exited the fund

Contributions Senior Administrator

Superpartners Pty Ltd
01.2008 - 01.2009

Contributions Team Leader

Superpartners Pty Ltd
09.2008 - 11.2008

Contributions Administrator

Superpartners Pty Ltd
05.2007 - 01.2008

Outbound Customer Consultant

AAMI Insurance
01.2005 - 05.2007

Education

VCE -

Wellington Secondary College
12.2002

Skills

  • Analytical thinking and problem solving
  • Attention to detail
  • Strong stakeholder management
  • Excellent verbal and written communication
  • Workshop facilitation
  • Lateral thinking and creative mind
  • Advanced skill set in Microsoft products
  • Business process mapping in MS Visio
  • Presentation software
  • Document creation and review

Timeline

Continuous Improvement Analyst

Link Group
01.2015 - Current

Business Readiness Analyst

Superpartners Pty Ltd
01.2014 - 01.2015

Business Analyst

Superpartners Pty Ltd
01.2012 - 01.2014

Trustee Support - Product and Procedure Specialist

Superpartners Pty Ltd
01.2010 - 01.2012

Contributions Team Leader

Superpartners Pty Ltd
09.2008 - 11.2008

Contributions Senior Administrator

Superpartners Pty Ltd
01.2008 - 01.2009

Contributions Administrator

Superpartners Pty Ltd
05.2007 - 01.2008

Outbound Customer Consultant

AAMI Insurance
01.2005 - 05.2007

VCE -

Wellington Secondary College
Janet Van