Operationalising the Line 1 risk function within the superannuation business.

Working in a Senior Manager, Risk & Compliance role within the Wealth, and Retail - Consumer Lending business. Supporting the Tribe with managing its risks and obligations as a distributor of general insurance and superannuation products.

Risconomy provides consulting and resources to organisations looking to uplift their strategic growth, operating model, process efficiencies, compliance, and risk management.

Spaceship was founded in 2016 and is on a mission to transform the way people think about and invest their money. Spaceship Capital Limited is an AFSL holder, an RE of three managed investment schemes, and is the Promoter of Spaceship Super. Spaceship provides customers with access to its products and services through a web and mobile app.Reporting directly to the Chief Risk Officer in a fixed-term contract as a Risk & Compliance Manager.My achievements to date are:• Developed/uplifted the following policies, ensuring they comply with relevant laws, prudential standards, as well as regulatory guidance: o Cyber & Information Security Framework o Compliance Management Framework o Fit & Proper Policy o Data Governance Policy• A finalist for the December ‘Buzz Lightyear of the Quarter’ award, a recognition for 'going infinity and beyond’ and is awarded to someone who has made a giant effort for Spaceship-kind over the quarter.• Winner of March ‘Mission Specialist of the Quarter’ award, a recognition for making an outsized contribution to Spaceship’s mission of transforming the way people think and invest their money.

I was asked to take on this newly created role to enhance and bring Certane-owned solution Arcadia as a SaaS offering to market. Arcadia is a cloud solution comprising linked modules for tasks generally undertaken in the Australian financial services industry and super, such as incidents, complaints, claims, service provider monitoring, and disclosure management.I am responsible for:• Developing the product vision. • Working with the technology team to implement product enhancements changes arising from regulatory changes, user feedback, and requests.• Creating and product and marketing content.• Developing and providing internal and external product training.• Generating sales prospects, conducting demonstrations, and leading pre-sales discussions.This role also supports Certane’s payments solution – Certane Pay. Certane Pay is used by Certane CT and delivers custody clients a streamlined, secure, and convenient way to manage and process payments that require internal and external approval, enabling operational efficiencies.

Diversa Trustees Limited is the Trustee for over 20 super funds and 40 underlying products, including WRAP,( e.g., Praemium SMA Super Fund), Insurance Only, (e.g., NEOS Protect Super Plan), Member Direct super products,( e.g., ING Living Super, Future Super, Superhero), Pooled Super Trusts and Defined Benefit schemes.My responsibilities were to: • Provide technical support, legislative analysis, regulatory change impact assessment, and training to internal and external stakeholders• Manage APRA, ASIC, and AUSTRAC reporting and liaise and respond to regulator queries and notices. • Conduct risk assurance activities on material outsourced service providers, delivering recommendations and supporting the development and implementation of controls. • Manage and work with stakeholders to remediate and analyse breaches and incidents to identify systemic issues or emerging risks and provide these insights to the Trustee Committees and Board. • Review and approve member collateral and disclosure documents. I was recognised with an Exceeds and Far Exceeds Expectations performance review rating for:• Uplifting the ability of the Trustee to manage regulatory change effectively and efficiently through developing and implementing a Regulatory Change Framework resulting in requests by Promoters to conduct workshops.• Being a Trusted Adviser in all matters relating to super, risk, and compliance for internal and external clients, as evidenced by requests for my involvement in regular Promoter meetings, assistance in recruiting for risk and compliance roles, and consistently receiving positive feedback from client-facing employees.

This role was a conduit between the Business (Line 1) and Line 2 Risk & Compliance. It supported the MLC Wealth Product & Platforms business in identifying and ensuring the appropriate controls to manage its obligations. These obligations relate to the activities of a provider of WRAP, Retail Master Trust Super, and an IDPS.In this role: • I conducted and led targeted assurance reviews for specific risks, issues, events, and audit areas not already covered by Risk or Internal Audit, in line with the annual control assurance plan.• I tested current, developed, and embedded new controls required to address a risk or obligation.• I provided Management and Committee reporting relating to regulatory changes, recommendations from assurance reviews conducted, incident themes, and emerging risks.I achieved a performance rating of Highly Achieved as a result of the positive feedback received from internal clients and stakeholders for:• Going above and beyond in my support of the Wealth Products & Platforms team to ensure that risks, controls, and aligned compliance obligations are identified, documented, assessed, managed, and appropriately monitored and reported.• Proactively providing super SME support to other business units outside my remit, including the Compliance Team, Corporate Super Product, and Change Management teams.• Identifying and assessing delivery risks associated with changes to products, processes, or technology initiated by or impacting the Wealth Products & Platforms business unit. Developing and implementing appropriate controls to manage any residual risks arising from the change.

In this role, my responsibility was to collaborate with internal and external stakeholders to deliver an end-to-end uplift of the existing Public Information Release Process (PIRP) Framework, which included a policy, procedure, mandatory training, and the development of a technology solution to support the framework. The PIRP is a customer due diligence framework that ensures client communications and disclosures issued by the NAB Wealth entities, NULIS Nominees (Australia) Limited, Antares Capital Partners, MLC Investments Limited, Navigator Australia Limited, MLC Asset Management Pty LTD, and JBWere are compliant, technically correct, and fit for purpose.The objective was to demonstrably increase compliance with the PIRP across all NAB Wealth Entities and provide evidence of critical deliverables to the MLC Wealth entity boards.In this role I:• Worked with developers to design, deliver, and maintain an online Communication review and approval solution referred to as the PIRP Hub.• Conducted change management activities across multiple office locations including launching the PIRP Framework through fun activities, identifying business PIRP champions, reviewing and approving mandatory online training, running over 30 face-to-face bespoke PIRP training for different business areas, and developing appropriate controls and metrics reporting on compliance with the PIRP.I was recognised for my achievements in this role through receiving a performance review rating of Exceed and was nominated for NAB Honour. This award recognises top performers who’ve contributed significantly to achieving NAB’s strategic objectives, represents NAB’s values, and puts customers at the centre of everything they do. These achievements were the delivery of a PIRP Framework and an increase in compliance with the PIRP Framework from 17% to 74% within 12 months.

I offered my experience and skills in various fixed-term contract roles within the organisation. These roles sat across teams within the Corporate Super division of MLC Wealth, including employer-sponsored schemes, defined benefit plans, retirement income streams including transition-to-retirement income streams, account-based pensions, and capped defined benefit income streams (CDBIS).As a Senior Business Analyst, I supported the implementation of the 2017 Super Regulatory Change, focusing on identifying and remediating all impacted member disclosure and collateral across all MLC Wealth super products and communication channels, e.g., digital, system-generated, website content, and manual letter templates. The 2017 budget reforms significantly impacted super funds and introduced new concepts such as transfer balance caps, capped defined benefit income streams, and catch-up concessional contributions.As a Senior Change Analyst, I was part of an events remediation project team formed to review, remediate, and implement preventative measures for breaches and incidents across the MLC Corporate Super business.

DST Bluedoor provides a super administration platform for self-administered funds such as AMP North, LUCRF, Australian Catholic Super & Retirement Fund, Mine Wealth + Wellbeing, and Fire & Emergency Services Super Fund.I was responsible for:• Ensuring the solution, Bluedoor was and remained compliant through working with business analysts and developers, and liaising with APRA and the ATO to identify, document, communicate, and test changes required. • Supporting the sales team through participating in sales tenders and discovery phases as the super compliance SME. • Translation of regulatory and ATO specification changes into business requirement specifications and functional specification documents. • Review and approve test case scenarios and provide quality assurance sign-off for compliance- related system enhancements and fixes.• Act as the regulator liaison, including attendance and participation in working groups.In this role, I achieved an Exceed performance rating through: • Delivering compliance changes during a time of significant industry change with the implementation of Super Data & Payment Standards and APRA Prudential Standards Reporting.• Participating in an extensive discovery phase for a potential new client, which required weekly interstate travel over four weeks, which resulted in a significant new business win for the organisation.• Developed and facilitated face-to-face training for all employees working with super clients. This replaced the existing Kaplan training, saving the organisation over $100k. • Receiving positive client feedback on the Compliance Forum I developed to communicate and obtain agreement on the impact of and changes required due to proposed legislation for clients using Bluedoor.

Provide superannuation technical support to Trustee Partnership Managers and Consultants for a professional superannuation trustee during the implementation of the Stronger Super reforms. Review and approval of fund disclosure documents and marketing collateral.

In this role, I developed and implemented a comprehensive breaches and incident management framework which included internal and external stakeholders, resulting in an increased number of reported incidents and enabled trend analysis reporting to the Board Committee.I was acknowledged for my leadership by taking on the duties of our General Manager, Compliance, when she was on maternity leave; this included writing board papers and attending, addressing, and raising compliance concerns at Board Committee meetings.

I achieved a Far Exceed performance rating for my contribution in:• Establishing and managing a team of specialist administrators that centralised the knowledge and processing of compliance-driven transactions such as Family Law superannuation, immediate and deferred payment splitting, early release application assessments including financial hardship and permanent incapacity claims, and UK pension transfers, for defined benefit and defined contributions accumulation and pension funds administered by Mercer;• Developing and operationalising procedures to streamline and standardise these processes across the different funds creating greater efficiencies and reducing the time spent on each transaction;• Providing coaching, recruiting, training and development, peer review of work, management of escalated queries and ensureing that processes were undertaken within the service standards agreed to with clients for work undertaken by the team;• Participation in the client tender process and providing guidance and direction for the configuration of Superb, the development of fund-specific business rules and resourcing requirements to meet clients’ needs.

I achieved a Far Exceed performance rating for developing and operationalising an enhanced operational breaches and incident management reporting framework to encourage more reporting with an emphasis on preventing recurring incidents through root cause analysis. This resulted in a higher number of reported incidents and a reduction in recurring incidents through process improvements undertaken as an incident rectification requirement.This role also required the practical implementation of the AML/CTF and Know Your Client identification obligations. This included acting as a conduit between the finance and the administration team in terms of agreeing on identification documentation requirements for processing designated services and ensuring compliance with each Fund’s AML/CTF program.

My responsibilities in this role were to:• Provide limited financial advice (intrafund) on member investment choice strategies, which included the production and issuing of Statement of Advice;• Handle inbound super member queries across defined benefit, defined contribution and pension funds administered by Mercer during a period of significant change to the industry that was the “Better Super” reforms;• Handled outbound member retention calls to increase member engagement and loyalty, active member retention for the Mercer Super Trust and standalone funds which took up this service, and promote Mercer’s financial advice services;• Developed and promoted a Helpline process improvement committee and was tasked with rolling out an adherence to schedule KPI to the Helpline team.

• Handled inbound queries, investigation and resolution of disputes from policy holders and financial planners regarding life, income protection, trauma and disability insurance, superannuation and ordinary investments and retirement income streams products offered by Zurich. Built rapport and maintained relationships with Zurich associated financial planners which enabled the collation of adviser feedback, presentation of data and creation of feasibility reports for product and process upgrades;• Communication of legislative changes or items of interest to relevant departments and team members, acting as a liaison between the contact centre and other business units to address concerns, queries and discuss trends on member complaints;• Quality monitoring, call coaching and training of new team members within the contact centre.

• Handled inbound queries requiring investigation and resolution of disputes from policy holders, members and financial advisers around products offered by AMP including legacy endowment insurance policies;• Management of the team in the absence of the team leader.