Louise Walker (Keene)
Wollongong,NSW
Summary
Dynamic Superannuation Technical Leader at Mercer Administration Services, adept at team leadership and risk management. Achieved significant operational efficiency through proactive maintenance strategies, reducing system downtime. Proven ability to foster collaboration and enhance employee performance, driving high-quality software development and exceptional client satisfaction.
Overview
27
27
years of professional experience
Work History
Technical Leader
Mercer Administration Services
11.2024 - Current
- Lead the technical support functions across the operations including Superannuation Analysts, Incident Analysts, ATO reporting specialists, Client Compliance Officers, Knowledge management and training.
- Manage team workflow and oversee client and regulatory deliverables.
- Oversee the provision of technical support to operational teams, including assistance with complex queries.
- Manage system changes in conjunction with the technology service provider to improve operational effectiveness for both business and project change.
- Engage with operational leaders to drive better business and member outcomes and develop strong partnerships with stakeholders and clients.
- Mentor team members to maximise efficiency, productivity and individual performance in a highly technical and complex Superannuation environment.
- Provide coaching and support to the team, including regular performance and development feedback.
Operational Risk Management Leader
Mercer Administration Services
12.2017 - 10.2024
- Led the line 1 operational risk functions including Incident management, Audit, Business Continuity and Risk and Controls.
- Monitoring and driving performance to ensure deliverables are met in line with Client Service Level Agreements.
- Review and closure approval of business related incidents ensuring remediation and root cause analysis completed and effective preventative measures implemented.
- Promote a strong risk culture within Operations by raising awareness of effective controls and risk management practices.
- Maintain a positive and collaborating working relationship with stakeholders and business areas in order to achieve service excellence for clients and customers.
- Provide guidance, mentoring and support to team members, to maximise efficiency and productivity, whilst managing team plans and budgets.
Superannuation Reporting Manager
Mercer Administration Services
09.2014 - 11.2017
- Led the team responsible for the Australian Taxation Office (ATO) superannuation reporting obligations of clients and ensure overall effective workflow management and adherence to internal and external Service Level Agreements.
- Oversee the regular ATO reporting requirements and authorise any reporting submitted to the ATO ensuring compliance with reporting and administrative obligations and reporting deadlines are met.
- Monitor the changes to ATO reporting via review of draft reporting specifications; and update procedural documentation in response to ATO legislative and system changes, internal system upgrades and process improvement changes.
- Represent Pillar at industry forums and be the ATO liaison to ensure future compliance with any legislative changes.
- Provide support to the team, set objectives and perform regular performance discussions.
Cash Receipting and Contributions Team Manager
Mercer Administration Services (previously Pillar Administration)
11.2011 - 08.2014
- Managed the team responsible for receipting and allocation of members superannuation contributions across multiple clients.
- Managed the delivery of teams KPIs and SLAs
- Oversee the teams workflow and forecast planning.
- Set employees personal objectives and development plans, provided regular constructive feedback and performance reviews.
Operations Control Manager
RBC Dexia Investor Services
09.2010 - 10.2011
- Managed team responsible for all operational reconciliations performed on a daily, weekly and monthly basis across numerous assets classes (Equities, Bonds, Fixed Interest, Derivative products, Managed Funds, NAV Recs).
- Led the team through a transitional stage when roles were outsourced to the Malaysian office.
- Role changed to responsible for the oversight of recs team in Malaysia, to ensure KPIs are met and SLA between the two countries are adhered to.
- Reporting of E&Os, efficiency metrics and managerial stats, Audit and BCP co-ordination and oversight and management of Risk reporting for all Operational areas.
Custody Control Manager
BNP Paribas Securities Services
05.2007 - 04.2010
- Manage team responsible for daily, weekly and monthly cash and asset reconciliations and monthly NAV reconciliations, ensuring a smooth day to day workflow and all SLAs/KPIs are met.
- Oversee the calculation and receipt of Clients Domestic and International interest accruals.
- Set strategies and objectives for the team, identify areas of focus required to achieve objectives, create efficiency, reduce risk and improve service delivery.
- Reporting of Management Information Statistics to Senior Management, Monthly Provisional reporting to Paris and Client specific reconciliation reporting.
- Conduct regular team meetings, staff 1 on 1 meetings, and half yearly and yearly performance reviews.
Senior Investment Accounting Administrator
HSBC Securities Services
07.2005 - 04.2007
- Perform investment accounting and reconciliation control tasks on a monthly basis to ensure accounting entries are correct.
- Compile Month end trial balance information and calculate fund performance data for internal and external use.
- Monthly and quarterly external Client reporting packages and adhoc information as required.
- Production of reports monthly, quarterly and yearly such as Funds under Management, Monthly Turnover and Brokerage.
- Oversee staff in managers absence
Custody Control Officer
BNP Paribas Securities Services
08.2004 - 05.2005
Investigations/Reconciliation Analyst
JP Morgan
11.2001 - 07.2004
Reconciliation Clerk
JP Morgan Fleming Asset Management
03.2001 - 09.2001
Senior Officer, Liquidity Management
Perpetual Trustees Australia Limited
08.1998 - 01.2001
Skills
- Team Leadership
- Management - team, relationship, delivery, risk
- Work Planning and Prioritization
- Decision-making
Timeline
Technical Leader
Mercer Administration Services
11.2024 - Current
Operational Risk Management Leader
Mercer Administration Services
12.2017 - 10.2024
Superannuation Reporting Manager
Mercer Administration Services
09.2014 - 11.2017
Cash Receipting and Contributions Team Manager
Mercer Administration Services (previously Pillar Administration)
11.2011 - 08.2014
Operations Control Manager
RBC Dexia Investor Services
09.2010 - 10.2011
Custody Control Manager
BNP Paribas Securities Services
05.2007 - 04.2010
Senior Investment Accounting Administrator
HSBC Securities Services
07.2005 - 04.2007
Custody Control Officer
BNP Paribas Securities Services
08.2004 - 05.2005
Investigations/Reconciliation Analyst
JP Morgan
11.2001 - 07.2004
Reconciliation Clerk
JP Morgan Fleming Asset Management
03.2001 - 09.2001
Senior Officer, Liquidity Management
Perpetual Trustees Australia Limited
08.1998 - 01.2001
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