Troy Nguyen

• Onboarded new employees with training and new hire documentation.
• Cross-trained existing employees to maximize team agility and performance.
• Maximized performance by monitoring daily activities and mentoring team members.
• Engage and work cross-functionally with all stakeholders to perform end to end business process reviews (internally), standardisation of processes and resources reviews in alignment with business.
• Design management measures to accurately measure compliance performances for Australia Toll Forwarding.
• Partnering with your local leadership team and Group Compliance to implement compliance programs Toll Global Forwarding Australia.
• Provide ongoing training and communication to local teams on expert Compliance matter (Anti-Corruption, Conflict of Interest, Sanction compliance program, Third Party Risk Management, Anti Modern Slavery and whistleblower system)
• Advise Group Compliance from an operational perspective and escalating compliance issues.
• Provide bi-monthly reporting re the compliance performance for all business and departments nationally for all Toll Global Forwarding Australia branches.
• Ensure all branches for Toll Global Forwarding Australia to be in line with global and country regulation requirements and standards.

• Monitor, maintain and improve IMS (Integrated Management System) and ISMS (Information Security Management System) to ensure business accountabilities around quality and safety are clear and associated activities, outcomes and standards continue to be delivered.
• Provide specialist advice, mentoring and training to employees on quality management systems planning, process improvement, quality tools and techniques.
• Plan and action activities to ensure compliance under ISO 9001:2015 & ISO 27001:13
• Develop and manage Internal Quality Framework and audits and co-ordination of external quality audits from clients.
• Guide and lead IT Teams and Payroll teams for ISMS activities.
• Report and dissect to top management performance of ISMS system on a monthly basis.
• Monitor and ensure the company information security management system is maintained in accordance with ISO 27001 standards.
• Liaise with certifying bodies for all matters related to the ISMS system.
• Establish controls over documents and data including external communication.
• Induction and training of employees about ISMS systems
• Supporting training matrix / programs leveraging external training partners.
• Assist top management in procurement matters (contract management and purchase records)
• Enforcing and co-ordination of security policy, compliance, auditing and incidence response activities.
• Continuous assessments / identify new vulnerabilities, threats and planning mitigation processes

• Assisted technical support groups and gave professional tax technical advice tailored to individual enquiries
• Performed reviews and distributed reports on case context documents and procedural guidelines including governance processes and framework in the Individual and Intermediaries Audit segment (IAI).
• Delivered consistent and quality mentoring, training and onboarding for teams of contractors and internal staff members within the Individuals and Audit segment.
• Managed implementation of application developments by collaborating with interstate teams to form a national Technical HUB focus.
• Reviewed network policies and infrastructure to evaluate sub-optimal areas and develop solutions.
• Streamlined established processes by implementing client and employee feedback.
• Undertake review (Quality Assurance) processes for (IAI) and initiate and aid the understanding of this process for new staff and contractors to the ATO (IAI) segment.
• Resolved Ministerial complaints lodged by minister's office on behalf of taxpayer by clarifying customer complaints and determining optimal solutions.
• Achievement's:-
• Achieved ATO vision and objectives through effective strategy development with Risk and Strategy team and execution in coordination with ATO management.
• Part of the Tax Technical Hub Pilot program rolled out to all VIC TAS staff as part of the regional technical support unit in VIC Docklands.
• Researched and designed over 10 learning circles / Focus groups for 25 existing staff across 2 teams to encourage interaction and productive discussions on audit procedures/technical topics.
• Streamlined decision support for reporting process by tailoring methodologies in the Individual & Intermediaries segment and meeting audit compliance requirements through implementation of Streamlined Siebel Job Aid for all existing and new staff in (IAI).

• Prepared and managed audits for a range of individual and Intermediaries (IAI) segment including (Capitals Gains Tax and Work Related Expenses)
• Adhered to audit principles, standards and practices to keep the ATO in good standing with the community.
• Assessed compliance risk, developed audit work plans and documented findings through Data Matching information provided by third parties.
• Prioritized multiple, concurrent projects to deliver high-quality results.
• Applied audit fundamentals to identify risks and develop action plans tailoring to the taxpayer's needs.
• Made recommendations to resolve compliance audit findings to Risk and Strategy and Management.
• Met with stakeholders to discuss compliance audit plans and results, explaining options for improvement.
• Assist in developing risk assessment methodologies for the ATO.
• Collaborated with external segments within ATO to complete joint segments audits.
• Researched and implemented best practices to improve audit results.
• Researched changes in laws to maintain adherence to ATO and government regulations.
• Coordinated audit project materials and schedules and facilitated communication between the ATO and the community.
• Aided other departments in identification and resolution of tax-related issues.
• Delivered superior level of customer service to (IAI) segment and internal stakeholders (Risk and Strategy and (Review and Dispute Resolutions).
• Achievements:-
• Assessing the eligibility of amended tax returns against ATO default tax returns under the (IAI) Segment data matching labels of the Income Tax returns.
• Developing and implementing communication plans for client/customers and suppliers about the expectations of Data matching.
• Developing and implementing Data Matching reporting procedures and systems to monitor compliance / performance.

• Implementing and maintaining an end-to-end Risk management framework including integration and understanding of the Superannuation Enterprise Risks so they are maintained accurately in accordance with Corporate Management Practice statement (CMPS) 2003/02.
• Coordinating and undertaking strategic and tactical intelligence activities including environmental scanning and the development intelligence products.
• Coordinating the development and maintenance of the Superannuation RAPT (Risk Assessment Profiling tool) for Risk Profiling of the Superannuation Risk for the Australian Taxation Office.
• Managing, implementing and supporting the analysis of information captured, through the use of Super Intelligence & Referrals Centre (SIRC) for Superannuation products.
• Managing and coordinating intelligence items received from staff across the ATO and external clients.
• Coordinating with and maintaining a liaison point for the disclosure or exchange of information between ATO and ASIC.
• Assistance and coordination for Superannuation product Risk Assessments and treatment plans

Achievements:-

• Contributed to the RAPT Implementation project
• Organise access level for all staff in the Superannuation Segment.
• Contributed to Risk Differentiation Framework for Superannuation Guarantee Risk and Self Managed Superannuation Fund Risk.
• Draft up updated paper for Superannuation Executive Team minutes.
• Organise power use training for staff in Superannuation with RAPT.