Phung Quan

Responsible for identify and scoping out change initiatives for the Member Operations teams. This is conducted in collaboration with Risk & Compliance and other relevant departments within the Fund. This process also involves gathering input from subject matter experts (SMEs) and the administrator.

Key Achievements:

• Scope and proposal for potential introduction of Non-lapsing Binding Nominations into the Fund.
• Collaborated with Marketing and Communications on updates to key forms to improve member experience.
• Review and enhancement to the insurance referral process and improvements to the Member Insurance details report.

Responsible for managing a portfolio of external disputes raised by members at AFCA. Assisting the administrator with questions on managing internal dispute responses and de-escalating complaints.

Key Achievements:

• Creating processes guides/documenting numerous tasks involved in the role.
• Resolving a high number of complaints quickly to de-escalate and address member's concerns in a timely manner.

Responsible for 10-15 Case Manager and Seniors. Managing staff in meeting their KPIs to ensure business and client goals met. Reporting on any backlog, portfolio and quality and having conversations with staff and setting their targets. Reporting to Operations Manager to progress of overall claims status and duration being managed by the team.

Key Achievements:

• New scheduling system for training and onboarding of all new staff to ensure smooth transition into their role and setting of the right expectations
• Worked on projects as a SME to facilitate transition to new systems (PEGA workflow), rolling out of new codes such as Life Code, Super Code and RG271
• Assisted with onboarding of new claims from new Funds brought in by AustralianSuper (Australia Post, Club Plus Super)
• Created a more streamline learning and process guide system on SharePoint to help the team easily find resources and answers to their questions
• Liaising with Fund Trustees to improve existing process, letters and change management on new processes

Responsibility for coaching, training case managers and quality checking as well as implementing Continuous Improvement and rolling out new processes to improve claims management.

Key Achievements:

• Designed training material to help new and old staff to understand the claims process
• Provided training and coaching support to all staff
• Day to day management of Senior inbox and responding to escalations/complex claim queries. Allocating out work to frontline
• Carried out Ageing claim review to put in place strategy and processes to limit unnecessary follow ups on claims (help to reduce claim duration)
• End to end audits to identify training gaps and issues with how frontline manage their portfolios
• Liaised with Fund Trustee to outline a follow up guide for Death Claims to minimise delays in claim referral

Responsibility for 100-120 death claim portfolio. Ensuing accurate claim staking while maintaining duration management of claims.

Key Achievements:

• Achieving and maintaining high quality scores across all work types
• Responsibility for transition of AustQ death claims and maintaining these claims in a new system (spRIGHT)
• Helping to improve and update recommendation templates for Trustee recommendations
• Winning the Silver Applaud Award in 2014

Responsibility for 15-60 head team comprising of Bricks & Mortar and @home contractors processing inbound verification of Origin Energy door to door sales.

Key Achievements:

• Creating all new training material and implementing training for new agents and ongoing operational changes outlined by the client
• Creating and implementing incentives to increase Quality Assurance scores
• Liaising with Origin's Compliance and Quality Assurance teams with continuous improvement initiatives to help drive more compliant sales
• Training support agents in grading of QA calls