Andrea Mongan Email & Phone Number

Melbourne, Victoria, Australia

Lead Analyst working with entities to ensure long term financial viability. Focusing on supporting Boards and Senior Management to act in member's best interests.

Melbourne, Victoria, Australia

Overseeing a team of 10 Business Analysts across Melbourne, Sydney and Mumbai which are required to provide the documentation to support a globalisation project moving administrative services from Superannuation, Investor Centres, Fund Services, and company support functions to a global hub.Key responsibilities• Managing a team of Business Analysist to ensure the on-time delivery of documentation to meet key project milestones • Stakeholders and networking across different management levels of internal and external partners to influence positive outcomes • Identifying, assessing, and addressing risks associated with transitions in Superannuation, Investor Centres, Fund Services, and support functions• Oversee engagements according to the project’s cost management policies • Excellent facilitation, written, and verbal communication skills to delivery clear and concise messages to all internal and external stakeholders Achievements• Involved in the successful delivery of on-time global transitions to Mumbai for 5 divisions of Link Group across Australia and UK, with a further 6 divisions on track for on-time delivery • Managing a global Business Analysist team of 10 people to ensure that everyone feels welcomed, supported and confident and empowered to succeed

Melbourne, Victoria, Australia

Working with subject matter experts to quickly develop a detailed understanding of procedures to produce accurate transition documentation. Working in an agile environment where competing priorities needed to be balanced to ensure that on-time delivery is achieved. Key responsibilities• Facilitating meetings with key stakeholders across multiple divisions • Development of process maps, procedure guides and training documentation which met with internal quality audit requirements• Communicated knowledge and learnings within the Business Analysist team to ensure consistency of documentation standards Achievements• Quickly adapted to supporting multiple divisions including Investor Centres, Fund Services, and support functions• Developed strong relationships with key internal and external stakeholders

Melbourne, Australia

Managed the superannuation administration activities of a blended administration and call centre hub consisting of 20 team members to ensuring compliance with APRA, ASIC regulations and SIS Act while providing efficient and quality administration. Developed and maintained relationships with internal and external stakeholders to ensure the clients receive excellent service delivery, consistency, and quality. Key responsibilities• Proactively identify potential issues and efficiently develop solutions while achieving the client's desired outcomes• Stakeholders and networking across different management levels of internal and external partners to influence positive outcomes • Data analytics to drive business efficiencies through the implementation of Enlighten in the LegalSuper Hub team • Reviewing efficiency within in the team on a daily, weekly, and long-term basis to forecast and monitor performance against Key Performance Indicators • Monitoring administration task with a view to detect and report suspicious matters and incidents • Mentoring and supporting the Hub Administration Coaches to promote development and progression planning • Managing the resolution of complex customer enquiries and complaints with a view to provide verbal and written responses • Stepped up as the Team Leader and Call Coach in the delivery of their responsibilities when they were absent. Achievements• Key champion in the development of an assessment tool to evaluate the suitability of applicants for Hub Administration Coaches • Liaised with Legal Super Trustees to rework the Fund’s Business Rules to ensure legislative compliance and operational efficiency • The development of value-add services to improve the LegalSuper reporting and member experience • Created modelling to understand administration efficiency in a Hub team which blends contact Centres with administration

Melbourne, Victoria

Assisted with the management of call centre teams consisting of from 10 to 20 team members for CareSuper, LegalSuper and Tasplan. Developed and maintained relationships with internal and external stakeholders to ensure the clients receive excellent service delivery, consistency, and quality. The management of investigations and resolutions for escalated calls, complex enquiries, and complaints. Key responsibilities• Quality auditing and coaching for Agent calls to ensure legislative compliance and quality customer service• Providing day-to-day support to Agents regarding legislative and fund specific superannuation knowledge• Liaising with internal and external stakeholders to ensure the provision of quality service • Management of the call centre team in the absence of the Team Leader• Mentoring the junior coaches across the coaching team pool in both a one-on-one and team capacity • Management of escalated calls including investigations with a view to provide a resolution and provide verbal and written responses.• Managing the resolution of complex customer enquiries and complaintsAchievements• Analysed and updated the online support tool for the LegalSuper Contact Centre team • Managing the implementation of a General Advice Team within the LegalSuper Contact Centre to drive member education • Development of a Fund Specific training manual format which was rolled out as part of induction for all funds managed by Link Group• Successful delivery of coaching support in the Hypercare team for Hesta as part of the SuperPartners transition to Link Group

Melbourne Area, Australia

Improving customer service levels for both internal and external customersProactive problem resolution with a mutually beneficial outcomes for both the customer and the business Management of a team including; recruitment, performance management, training, setting and monitoring of team objectives and KPIs. Management and monitoring of budgets including; contribution to the budgeting process with revenue generation ideasActive verbal and written communication with internal and external customersDevelopment and implementation of standard operating procedures Avocation and monitoring of occupational health and safety, risk management initiatives to ensure a safe working environment

Queensland, Australia

Management of customer service levels, in an challenging environment, whilst major renovations took place in the hotelProject managed the configuration and installation of a new property management system (OPERA)Oversaw the Front Office and Housekeeping departments and liaised with Maintenance department to ensure the hotel’s and departments KPIs are met ensuring that the hotel standards were maintained Oversaw contract cleaners ensuring that the expected standards were maintained in public areas Proactive problem resolution with a mutually beneficial outcomes for both the customer and the business Management and monitoring of budgets including contribution to the budgeting process

Queensland, Australia

Second in charge of Heron Island ResortImprovement of customer service levels for both internal and external customersProactive resolution of guest issues with a mutually beneficial result in the challenging environment of an island location Configuration of the hotel’s new event management system Reconciliation and analysis of the hotel’s takings and revenue streams whilst controlling costs inline with budgetEmployee management in a live on site environment including employee retention and progression planning Coordination of Marine and Air transportation to and from island

Northern Territory, Australia

Key Champion in the world largest hotel operating system conversion (Fidelio to OPERA)Data base management to ensure data integrity for marketing purposes Streamlining and coordination of administration procedures of the front desk and telephone operations Financial control, analysis and reporting of hotel revenue streams and profit margins Strong written and verbal communication skills through reports, letters, emails, responding to customer complaints, internal presentations Employee management including recruitment, performance management and monitoring of team KPIs

Baltimore, Maryland Area

Melbourne Area, Australia

London, United Kingdom