Mary Shaw
Ferntree Gully
Summary
Dynamic professional with a proven track record at Vanguard Australia, specializing in client engagement and IDPS Digital Platform Oversight. Enhanced platform operations through the development of documented procedures and fostering strong client service collaboration, while leveraging advanced Microsoft applications. Demonstrated vendor relationship management and operational oversight, leading to significant project successes. Committed to driving further enhancements in digital platform efficiency and client satisfaction.
Overview
35
35
years of professional experience
Work History
Oversight Analyst
Vanguard Australia
MELBOURNE
11.2018 - Current
- Facilitated platform creation and expansion from inception to launch.
- Implementation and coordination of banking processes.
- Compiled comprehensive documentation for standardized operations.
- Implemented effective methods to enhance skill development for new joiners.
- Partnered with internal business units including Contact Centre, Fraud, Financial Crime, and Adviser Direct.
- Conducted post-verification testing after system enhancements.
- Oversaw platform operations and managed relationships with third-party vendors.
- Contributed to successful project workflows.
Client Administration
Vanguard Australia
10.2001 - 11.2018
- Cash & Unit Registry
- New business on-boarding of all client types and account maintenance
- Know your client (KYC), Foreign Account Tax Compliance Act (FATCA) Common Reporting Standards (CRS) assessment
- Contact for legacy book of clients - knowledge and experience in the conversion to the new digital platform
Contact Centre Relationship lead – Third party Superannuation Partner
Vanguard Australia
02.2009 - 10.2014
- Oversight of the transition of sale of Superannuation business from administrator to MLC on cessation
- Client audit requests aligned to GS007 requirements
- Complaints handling and management to resolution
- Exception scenario handling – Client communication - correspondence and outbound calls
- Client inquiries and client facing experience
- Marketing campaigns and material fulfilment
- Adviser portfolio construction workshops and seminar registrations
- Swiss Army training
Pension Administration
Vanguard Australia
11.2007 - 02.2009
- Pension Plan on-boarding
- Superannuation rollover management and benefit payments
- Process planning and procedure documentation
- Third party vendor relationship – Administrator Plum Financial Services
- Reconciliation
- Reporting
- Training
Fund Administrator
Macquarie Investments Management Limited
11.1995 - 08.2001
- Cash Management and Personal Super Administration
Client Portfolio management
Standard Bank of South Africa Limited
01.1990 - 01.2001
Navigator Fund Administrator
10.2001
Education
RG146 -
KAPLAN
Microsoft Excel Advanced
Odyssey Training
Skills
- Client service and engagement
- FATCA, KYC and CRS
- IDPS Digital Platform Oversight
- Vendor relationship oversight
- Microsoft applications
Hobbies and Interests
- Exploring – Travelling, road trips and time in the outdoors
- Cooking and baking
- Arts and crafts
- Landscape photography
- Gardening
References
References available upon request.
Timeline
Oversight Analyst
Vanguard Australia
11.2018 - Current
Contact Centre Relationship lead – Third party Superannuation Partner
Vanguard Australia
02.2009 - 10.2014
Pension Administration
Vanguard Australia
11.2007 - 02.2009
Client Administration
Vanguard Australia
10.2001 - 11.2018
Navigator Fund Administrator
10.2001
Fund Administrator
Macquarie Investments Management Limited
11.1995 - 08.2001
Client Portfolio management
Standard Bank of South Africa Limited
01.1990 - 01.2001
RG146 -
KAPLAN
Microsoft Excel Advanced
Odyssey Training
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