• Perform defined regular procedures on the Fee for Service system to ensure payment is passed on to Financial Planners accurately and on time each Payment Settlement• Provide training to planners and their staff on the Fee for Service system and processes• Liaise with multiple dealer groups, Finance, Systems Support and the Bank regarding back end processing of Fee for Service payment activities• Complete all User Acceptance Testing and Product Verification Testing for the AMP Fee for Service System and the back end Peoplesoft Application• Identify system issues and liaise with IT to resolve the problem

• Managed work in progress and ensured work is allocated fairly between team members to ensure completion within service standards.• Completed quality checks on time each month• Provided feedback at least monthly to team members in relation to their quality score to assist them in achieving a target score of 95%.• Ensured regular team huddles are held each week to keep the team updated on any new projects, processes, communication or issues• Completion of training manuals to assist in the training of new staff• Contributed in the implementation and development of a new work flow system (CSA) for the team, attended meetings as a subject matter expert, completed process maps, user acceptance testing and product verification testing. Identified issues at the UAT phase, completed training manuals, and coached staff to assist in a smooth roll out.• Provided feedback to the Team Leader on staff performance to assist in the staff appraisal process• Reviewed and updated the teams processes to ensure a smooth transition from hard copy client requests to right fax• Handled complaint enquiries both written and phone in relation to Client Initiated policy transfer requests• A major positive influence in assisting the team reduce their turnaround SLA time from 10 working days to 5 working days for client initiated transfer requests• Identified a legal issue in the process of logging requests into the work flow system (CRM) and trained others on the correct process to take in relation to privacy and industry regulations