Summary
Overview
Work History
Education
Skills
References
Affiliations
Timeline
Generic

Michael Hrisafis

Keilor Park,Australia

Summary

Confident and reliable finance professional with proven leadership experience and a recent Graduate Diploma in Financial Planning. Expertise in operational leadership, risk assessment, and project management, with a strong focus on process improvements and stakeholder engagement. Known for achieving goals through effective communication and relationship building, fostering a positive team culture. Dedicated to continuous learning and contributing to organizational success in a dynamic environment.

Overview

12
12
years of professional experience

Work History

Customer Service Team Lead (Wrap New Business)

MLC Australia Limited
03.2020 - 07.2024
  • Company Overview: MLC is an Australian Wealth Management business that provides investments and superannuation financial services solutions to corporate, institutional, and retail customers.
  • My role as Customer Service Team Lead, I managed a team of thirteen in providing exceptional client service.
  • Key achievements:
  • Troubleshoot and updated Zoom Phone Recordings reducing call abandonment from 28% to 2% by replacing an automated recording with a human voice.
  • Conducted and updated Adviser remuneration process (service fees) which included implementing a new process reducing turnaround from 14 days to 3 days.
  • Part of the evolve 2021 project ensuring all data was up to date prior to migrating to a new platform.
  • Led analytical Tax File number project ensuring accuracy of customer TFN’s.
  • Conducted client services training to enhance customer experience.
  • Ran MLC Wrap fortnightly newsletters providing team members with updates on how projects are progressing.
  • Office support of other teams ensuring we meet customer service within agreed turnaround timeframes.
  • Mentored team members on their leadership journey to becoming team leaders.
  • Achievement of service and quality standards by maintaining precision on member requests.
  • Key responsibilities:
  • Leadership of the New Business Team.
  • Monthly one on one catch ups to ensure Key Performance Indicators are met.
  • Implement team development planning and training framework ensuring best practice.
  • Accurate data entry administrative duties for new business applications to team members maintaining agreed service standards.
  • Client services training to uplift customer engagement on phones.
  • Adherence to operation management principles by maintaining AML/KYC legislation and processes.
  • Business Initiatives for process simplification through new process, procedures, and controls.
  • Resolve issues of complex cases, escalations and complaints ensuring timely resolutions.
  • Build and maintain effective relationships through stakeholder management.

Relationship Manager (Platinum Service Wealth Operations)

MLC Australia Limited
09.2015 - 02.2020
  • Company Overview: MLC is an Australian Wealth Management business that provides investments and superannuation financial services solutions to corporate, institutional, and retail customers.
  • As Relationship Manager, I was the central point of contact responsible for professional communication and service excellence in completing end-to-end requests.
  • Key achievements:
  • Relationship Manage adviser book of business worth $1.5B an increase of $120M from the previous 12 months.
  • Rebuilt and updated the team SharePoint. My research included mapping out the back-end configuration which resulted in a streamlined internal website for the team.
  • Rollout of escalation process to administration team which resulted in a previous 48hr turnaround to same day turnaround.
  • Restructure of the platinum team. This resulted in aligning teams to states providing a streamlined approach of relationship management.
  • Run daily statistic reports on all open
  • Closed and number of cases remaining for each relationship manager.
  • Scheduling and marketing of Pro-Active written communication campaigns to keep advisers updated.
  • Provided End of Financial Year key date reminders to advisers.
  • Adviser training on N-Link and MLC Adviser Online via Person, Video Conference or Teleconference.
  • Change Management champion, providing updates to the team on upcoming enhancements and how they will be integrated into their role.
  • Key responsibilities:
  • Manage advisers’ portfolio valued at $1.5B Funds Under Management.
  • Conduct Net Promoter Score surveys to improve customer satisfaction and drive business growth.
  • Pro-actively access risk management to minimise business risk.
  • Assist advisers in the financial advice process from submission through to completion to meet members financial goals.
  • Train, on-board and induct new team members and advisers.
  • Manage, coach, and upskill team members through training on MLC suite of products.
  • Key liaison for advisers in providing product knowledge and solutions on all of MLC’s products and services.
  • Client Meetings with advisers by using CRM software to enhance customer relationships and facilitate growth.

Platinum Service Officer

MLC Australia Limited
11.2012 - 08.2015
  • Company Overview: MLC is an Australian Wealth Management business that provides investments and superannuation financial services solutions to corporate, institutional, and retail customers.
  • In my role as Platinum Service Officer, I supported the Platinum team to provide end to end processing of all administration requests from advisers.
  • Key achievement:
  • Promoted into the Relationship Manager role due to my thirst for knowledge, constructive feedback and focusing on personal development and process improvements.
  • Step up and look after book of advisers for relationship Managers when they were on leave.
  • Implement more efficient methods of processing tasks through problem solving and attention to detail.
  • Key responsibilities:
  • Provide background, knowledge, and support to advisers and business development managers in the establishment of new applications.
  • Process Investment requests through tailored investment market solutions.
  • Assist associates with the management and prioritization of their workload to complete adviser request within turnaround times.
  • Provide online access to advisers, employers, and members.
  • Develop and manage stakeholder relationships both internal and external.

Education

Graduate Diploma - Financial Planning

Kaplan Professional
Melbourne, VIC
07-2025

Bachelor of Business - International Business

Swinburne University
Melbourne, VIC
12-2006

Diploma in Business - Banking & Finance

Swinburne University
Melbourne, VIC
06-2004

Skills

  • Stakeholder management
  • Team building
  • Operational assistance
  • Policy implementation
  • AML/KYC compliance
  • Time management
  • Microsoft Office proficiency
  • Financial analysis
  • Team leadership
  • Customer service
  • Process improvement
  • Effective communication

References

Referees Provided Upon Request

Affiliations

  • Exercise
  • Travel
  • Movies
  • Sport

Timeline

Customer Service Team Lead (Wrap New Business)

MLC Australia Limited
03.2020 - 07.2024

Relationship Manager (Platinum Service Wealth Operations)

MLC Australia Limited
09.2015 - 02.2020

Platinum Service Officer

MLC Australia Limited
11.2012 - 08.2015

Graduate Diploma - Financial Planning

Kaplan Professional

Bachelor of Business - International Business

Swinburne University

Diploma in Business - Banking & Finance

Swinburne University

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Michael Hrisafis