Effectively managing a team of 8-10 Compensation Analysts, monitoring their workflows to ensure KPI's are consistently met
Engaging in regular 1:1 discussions with each team member to discuss ongoing performance and any issues or concerns they have
Chairing weekly team meetings to provide the team with both team specific and operational updates
Responsible for the hiring and onboarding processes for new team members, hiring highly skilled individuals to build a team of top performers
Providing concise and reliable reporting to senior management in order to make informed business decisions
Effectively communicating with multiple stakeholders (both internal and external) to ensure correct outcomes are met in an efficient and effective manner
Achieved an 'Exceptional' rating in 2022-23 Performance Review
Senior Advice Remediation Manager
AMP
Melbourne, VIC
07.2020 - 08.2022
Responsible for the end-to-end advice remediation process, ensuring suitable remediation outcomes were reached for clients who had been negatively impacted by inappropriate financial advice provided by AMP-aligned advisers
File complexity ranged from simple to bespoke with areas of advice including but not limited to, Superannuation, Insurance, Investment, Cash Flow Analysis, SMSF advice.
Played an integral part in the coordination and execution of Project Bumblebee in mid-2021, delivering savings in excess of $1M to the business.
Team Leader - Advice Remediation
AMP
Melbourne, VIC
01.2022 - 04.2022
Seconded in the months of January and April 2022 as Team Leader of an Advice Remediation assessment team. Responsibilities included, but not limited to:
Managing the workflows of 12 case assessors to ensure case output targets were met throughout the month
Provided technical advice and support to the team to alleviate bottlenecks; managed discussions between assessors and other internal stakeholders (Legal, Policy, Quality Assurance teams) to ensure correct assessment outcomes were reached and delivered to clients
Prepared a range of sampling, progress and closure reports for the Scoping Decision Panel (SDP) Committee.
Paraplanner
RSM
Ballarat, VIC
04.2019 - 07.2020
The role involved similar responsibilities to previous employed, with the addition of:
Responsible for constructing both Statements and Records of Advice for our client base, focusing on in-depth analysis of personal circumstances and recommending appropriate products and strategies in order to fulfil financial goals and objectives
Assisted in maintaining an accurate database for FDS and Opt-In purposes
Liaised with in-house accountants to assist in their requests to finalise mutual client's annual financial reports and tax returns
Networked with local community and businesses to promote financial services in the area.
Associate Adviser
Freedom Finance Australia
St Kilda, VIC
04.2017 - 04.2019
Worked closely under three senior advisers in the business simultaneously, responsible for ensuring all aspects of the financial advice process were completed in a swift and compliant manner
Prepared for and attended initial & advice presentation meetings with advisers and clients
Developed key process documents and procedures to improve the daily operations of the business.
Education
Bachelor of Commerce - Finance & Financial Planning
Deakin University
Geelong, VIC
02.2018
Timeline
Team Leader - Calculations
AMP
08.2022 - Current
Team Leader - Advice Remediation
AMP
01.2022 - 04.2022
Senior Advice Remediation Manager
AMP
07.2020 - 08.2022
Paraplanner
RSM
04.2019 - 07.2020
Associate Adviser
Freedom Finance Australia
04.2017 - 04.2019
Bachelor of Commerce - Finance & Financial Planning
<ul><li>Manage three separate teams for which their scope includes middle office support for the client relations community including known population remediations, complex reporting as well as a business manager team executing on efficiencies and development opportunities (eleven individuals both domestic and overseas contingent workers). 13 years of Institutional Relationship experience, 7 of those involving people management</li><li>Currently own and assist with facilitating the client relation pieces of various Management Action Plans (MAP) and internal audits within Revenue Credit Account (RCA) and Service Level Agreement (SLA) areas</li><li>In February 2024 released the first Salesforce Intake system at TIAA after five years of development and advocacy. This build has been noted as the blue print for all future case management intake systems within Salesforce at TIAA providing efficiency and ease for the user while reducing risk for the company</li><li>Worked on advancements and efficiencies within the Service Level Agreement process including salesforce automation. Implemented continuous improvement projects which reduced specific quarterly reporting tasks from days to minutes as well as the inception of a single budget code to pull penalties from rather than dozens of different budget codes</li><li>Through partnership with operations, updated the standard operating procedures for Client Service Managers concerning non bulk Lost Earning Calculations in 2021 to be submitted primary through plan focus unless through special exception. This reduced volumes for my team around lost earning calculations by 22% compared to the year prior while providing a more seamless and straight through process for the external clients</li><li>Continue working through obstacles, avoid duplication of efforts between client relations and other support team within different departments while creating synergy towards “working as one”</li><li>Advanced public speaking skills presenting both in person and virtually to groups as small as senior leadership to hundreds of employees on various forums</li></ul> at TIAA<ul><li>Manage three separate teams for which their scope includes middle office support for the client relations community including known population remediations, complex reporting as well as a business manager team executing on efficiencies and development opportunities (eleven individuals both domestic and overseas contingent workers). 13 years of Institutional Relationship experience, 7 of those involving people management</li><li>Currently own and assist with facilitating the client relation pieces of various Management Action Plans (MAP) and internal audits within Revenue Credit Account (RCA) and Service Level Agreement (SLA) areas</li><li>In February 2024 released the first Salesforce Intake system at TIAA after five years of development and advocacy. This build has been noted as the blue print for all future case management intake systems within Salesforce at TIAA providing efficiency and ease for the user while reducing risk for the company</li><li>Worked on advancements and efficiencies within the Service Level Agreement process including salesforce automation. Implemented continuous improvement projects which reduced specific quarterly reporting tasks from days to minutes as well as the inception of a single budget code to pull penalties from rather than dozens of different budget codes</li><li>Through partnership with operations, updated the standard operating procedures for Client Service Managers concerning non bulk Lost Earning Calculations in 2021 to be submitted primary through plan focus unless through special exception. This reduced volumes for my team around lost earning calculations by 22% compared to the year prior while providing a more seamless and straight through process for the external clients</li><li>Continue working through obstacles, avoid duplication of efforts between client relations and other support team within different departments while creating synergy towards “working as one”</li><li>Advanced public speaking skills presenting both in person and virtually to groups as small as senior leadership to hundreds of employees on various forums</li></ul> at TIAA
<ul>
<li>Assigned and reviewed daily net asset value calculations performed by Senior Fund Accountant.</li>
<li>Maintained accurate records of employee performance, attendance, leave requests, and disciplinary actions.</li>
<li>Tracked progress on projects and provided timely feedback to staff members.</li>
<li>Participated in recruitment efforts by interviewing prospective candidates for open positions.</li>
<li>Ensured timely and accurate responses to client inquiries, managing quality of deliverables.</li>
<li>Created staff allocation plans based on activity SLAs, assisting with internal and external queries.</li>
<li>Facilitated successful completion of new client onboarding and fund launches.</li>
<li>Reviewed administrative and accounting procedures, recommending solutions for efficient NAV production.</li>
<li>Provided leadership through training, coaching, and supervision of staff members.</li>
<li>Performed end-of-day reports and signed off on net asset valuations.</li>
<li>Monitored employee productivity levels on a regular basis to identify areas of improvement.</li>
<li>Directed and supervised team of 15 employees in daily operations.</li>
<li>Monitored employee productivity to provide constructive feedback and coaching.</li>
<li>Identified opportunities for process improvements, leading to cost reductions and increased productivity.</li>
<li>Resolved customer complaints and issues promptly, ensuring customer satisfaction and loyalty.</li>
</ul> at CIBC Mellon Global Securities Inc<ul>
<li>Assigned and reviewed daily net asset value calculations performed by Senior Fund Accountant.</li>
<li>Maintained accurate records of employee performance, attendance, leave requests, and disciplinary actions.</li>
<li>Tracked progress on projects and provided timely feedback to staff members.</li>
<li>Participated in recruitment efforts by interviewing prospective candidates for open positions.</li>
<li>Ensured timely and accurate responses to client inquiries, managing quality of deliverables.</li>
<li>Created staff allocation plans based on activity SLAs, assisting with internal and external queries.</li>
<li>Facilitated successful completion of new client onboarding and fund launches.</li>
<li>Reviewed administrative and accounting procedures, recommending solutions for efficient NAV production.</li>
<li>Provided leadership through training, coaching, and supervision of staff members.</li>
<li>Performed end-of-day reports and signed off on net asset valuations.</li>
<li>Monitored employee productivity levels on a regular basis to identify areas of improvement.</li>
<li>Directed and supervised team of 15 employees in daily operations.</li>
<li>Monitored employee productivity to provide constructive feedback and coaching.</li>
<li>Identified opportunities for process improvements, leading to cost reductions and increased productivity.</li>
<li>Resolved customer complaints and issues promptly, ensuring customer satisfaction and loyalty.</li>
</ul> at CIBC Mellon Global Securities Inc
Team Lead and Design Calculations at Vivaldi antenna for triple band applicationsTeam Lead and Design Calculations at Vivaldi antenna for triple band applications