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.

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.

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.

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.

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..

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.