Jarrad Stephen Email & Phone Number

Melbourne, Vic, Au

Melbourne, Victoria, Australia

Responsible for updating/maintaining Business Rules and offering support for enquiries in a superannuation environment, both of a technical and operational nature.

Melbourne, Victoria, Australia

Worked with the AustralianSuper Client Partnership Team at Link Group, assisting between Trustee and Link with a heavy focus on Incident Management.

Melbourne, Australia

Lead role for Knowledge Management and Procedures team in establishing BAU protocols, working with various stakeholders to ensure current content remains up to date and existing gaps are closed. The team has had a strong project focus to date, however is also looking towards what the future of Knowledge Management will look like within our organisation.

Melbourne, Australia

This role involved strong support of fund transition with Procedures, including work such as drafting or re-drafting existing documentation to fit new system builds, integrating fund specific content into established procedure documents and work shopping with various stakeholders across multiple funds to deliver end to end Procedure solutions for front line staff.

Melbourne

Primary Responsibilities;Respond to formal disputes made to AustralianSuper of a service and/or technical nature.Respond to formal disputes made to the Superannuation Complaints Tribunal after the completion of the Internal Dispute Resolution process.Identify continuous improvement opportunities.Provide findings and make recommendations to Superpartners Contact Centres, Administration & Trustee (AustralianSuper) stakeholders.In this role I am responsible for responding to formal disputes lodged by members or employers and disputes lodged through external bodies such as the Superannuation Compaints Tribunal. The change from a people management role has meant I can put a greater focus on continuous improvement across multiple departments, while gaining new skills and insights into issues facing Superpartners and AustalianSuper from a service and policy standpoint, however in a much more active role than available in a people management position.I also acted as an internal reference point for suggested resolutions, process improvements and development for both Superpartners and AustralianSuper.

In April I was approached to transition to our Correspondence team to support and review current structure of this section of the fund team - with a focus to support existing management where team size had doubled in less than 2 years. As part of this change I have taken on new learnings in an administration environment, as well as bringing a new focus to the team on customer service. Resourcing and planning also has become a focus point where previously it was performed as a support function. The most pleasing aspects of the role to date has been working with the team to change mind sets from ' answering a question' or 'sending a letter' to focussing on how to better service our members. Another highlight has been engaging with other admin teams to request and track workflow via one consistent channel. This has been a challenge during an extended period of system, product and procedure change within the fund team, but a great success we continue to build on.

Primary Responsibilities;Coach and Motivate a team of 12 to achieve Quality, Adherence and HAT (Hold/After Call/Transfer) times.First point of Support.Deliver Quality Feedback.Deal with escalations and/or complaints of a service or technical nature.Manage poor performance.Manage unplanned leave.Develop team members along their chosen paths.In this role I was responsible for a team of 12 Customer Service Consultants within the AustralianSuper Contact Centre, run by Superpartners.As part of leading and motivating a team I used several forms of coaching including;Listening to Quality Evaluated Calls with a consultant.Side by Side coaching.Remote observation and live feedback.Call Calibration.Having several methods to coach enables me to work with all types of personalities and learning styles to ensure KRAS/KPIS are consistently met and/or exceeded.I ensured to offer regular feedback, development sessions and encourage my team members to offer opinions and thoughts on how we go about our day to day workings, focuson a first call resolution and displaying the required service attributes on behalf of AustralianSuper. My team used available time for professional development and generally responded to development, coaching and when necessary performance management techniques well.I also acted as a Product/System support as necessary and the first point of escalation if required. I am was also required to bring escalations or potential complaint matters to quick resolutions to both member and business satisfaction, with my unique background skills as a previous Customer Service Consultant, Quality Administrator and Team Leader within our organisation.I found the role to be challenging, enjoyable and within a changing industry such as Superannuation, never short of something new to learn or a challenge to overcome.

Primary Responsibilties;Call Evaluations.Calibrate with other Quality Administrators.Update Core information.Offer technical support.Ensure calibrations met client expectations.Core purpose of the role was to listen too and evaluate calls for the AustralianSuper contact centre and send results through to the team leaders in a support function capacity. During this time I was able to grasp a strong appreciation of the techniques and skills that should be used to deliver quality feedback in a highly technical environment.I was also involved with the updating of the core knowledge database, assisting with floor coaching and support at busy times (eg end of financial year), as well as being responsible for a temp team brought in to assist with an un-forseen campaign issue on OCR documents that could not be loaded.My highlight experience was the involvement in the rollout of a brand new quality assessment program that incorporated eight key service attributes to be displayed when assisting members and employers. This involved developing a form for rollout to the centre, ongoing calibration and configuration to deliver a final product that is currently in use and potentially deployed across other areas of the business.

Primary Responsibilities;Assist Member & Employer inbound enquiries.Follow up enquiries that could not reach first call resolutionMeet Quality, Adherence and HAT KRAs.Offer support to my Team Leader in a coaching capacity (development plan).I was the first point of assistance for members, employers and third party callers into AustralianSuper to assist with general account enquiries, resolve or log any potential issues that we were not previously aware of, make outbound calls to offer follow up assistance if needed. Also offered floor support as one of the more experienced CSCs, offered service and technical coaching to support the role of the Team Leader and made several suggestions and updates to our processes and knowledge databases.