Samuel Payne

Reporting to the Senior Product Manager, core aims include driving increased cashflow and revenues by

maintaining competitive and compliant products while delivering innovative solutions for the Platforms portfolio.

• Undertaking analysis and develop product recommendations in regard to regulatory change or market/competitive pressures.
• Assist in delivery of compliant product disclosure (e.g. PDSs, Investment menus, product updates) and client communications.

• Timely and compliant management and resolution of Incidents, Breaches and customer complaints

Support activities to enhance end-to-end customer and adviser product experience.

• Key deliveries included: the closure of Summit, Generations & iAaccess accounts and their subsequent transition to the flagship MyNorth offering as well as bringing our new MyNorth Index Guarantees to market. I also acted as the AMP representative for the advice fee consent reforms lead by the Financial Services Council. (FSC)

Completed numerous day-to-day product management tasks; including the development of Platform controls, continuous disclosure obligations & Completion of product reporting and external surveys.

• Timely, compliant management and resolution of incidents, breaches, and customer complaints
• Developed working relationships across the business, including with IT, Wealth Distribution, Legal and Compliance
• Presented a suite of Product Automation initiatives aimed at significantly de-risking various manual processes within the business.
• Managed the Product Mailbox, providing in-depth technical advice to Wealth and Operations stakeholders, as well as providing Product exceptions as needed.
• Worked closely with the Investment Team onboarding managed funds and ETF's.

Provided technical assistance to Wealth Distribution responsible for managing all BDM and BDO escalations as well as all Contact Centre escalations including phone calls and inbound chats.

• held a weekly meeting with Team Managers and Wealth Distribution state managers regarding long term incidents and escalations being managed by the Senior Support team.
• Developed and implemented training initiatives for new hires.
• Created a comprehensive training program for Business Development Managers and Business Development Officers detailing standard practice for a range of issues and potential escalations.
• Devised solutions to operational issues related to systems and client or adviser driven errors.
• Took on a leadership role within Senior Support, managing three team members within 3 months of taking up the position.

Responsible for taking inbound phone calls, chats, emails & processing transactions on behalf of clients and financial advisers.

• Managed the AMP Adviser Chat function, becoming the first full-time chat consultant
• Delivered excellent quality of service as a phone consultant, being amongst the first team members of to be placed on the High-Value adviser queue
• Stepped in as Team Leader within 3 months of employment at AMP
• Resolved complex customer concerns with empathy and attention to detail, ensuring a satisfactory outcome in each case.
• I was part of a design team that delivered the 'Text to opt-in' feature which was a platform first and allowed Clients to text North to ensure they could continue to make after-tax contributions.
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