Jourden Howard Email & Phone Number

Melbourne, Victoria, Australia

Melbourne

Praemium is a market leading provider of wealth management software, investment platforms, and portfolio administration services. Australia’s leading financial advisers, Investment Managers, institutions, accountants, and product providers use Praemium to manage or administer over $200 billion in funds across more than 1,000 financial institutions and over 300,000 investor accounts.Primarily responsible for service delivery of the VMA Product (Software as a Service) and the Portfolio Administration Service product, including the identification and delivery of enhancements and client requirements. In addition, responsible for leading the Corporate Actions and Tax functions. Key to the role was also the management of key Institutional client relationships including Morgan Stanley, Credit Suisse and JBWere. Responsible for identification and delivery of strategic technology enhancements and driving efficiencies for these clients.Key achievements- Responsible for exploring and extending key client technology enhancements. Updated interface technology for key international clients to improve process and overall stability.- Streamlined and managed the automation of multiple processes within our SaaS administration team.- Reduced cost to serve VMA clients through off shoring selected key processes to enable ‘follow the sun’ processing of customer requests. - Managed the delivery of annual tax reporting requirements, a reporting delivery in excess of 300k, making multiple process changes to streamline the customer experience.- Led the separation project of workflow systems due to the sale of the international business.Streamlined and managed the automation of multiple processes within our SaaS administration team in line with operational excellence fundamentals.

Melbourne, Australia

Primarily responsible for the execution and delivery of business operational requirements across Superannuation and Investments, with five cross-functional direct reports, leading a team of more than 80 team members. The team functions managed the end to end lifecycle of a customers account from account set up, to contributions and withdrawals, corporate actions and tax requirements along with our customer support team, managing all incoming customer queries via multiple channels. Key achievements - Strengthened alignment and relationships between Operations, Technology and Product to successfully implement business process improvements.- Developed and launched the end to end Customer journey mapping initiative across key processes. Based on Customer and Adviser feedback processes were prioritised then bringing together SME’s from each part of the business we completed the process mapping then identified the steps where improvement was required.- Introduced and embedded operational excellence principles. The principles included effective morning team buzzes along with visual management boards to display daily operational data. Each leader consistently planned resource levels required to meet our customers expectations on a weekly and monthly basis. - Released and optimised global operational workflow systems and led the alignment of operational processes across regions to maximise efficiencies. During the rollout of our workflow system globally there were similarities in certain processes and the way workflow items were managed daily. After working through these items with our UK teams we were able to make improvements to the way we operate across both sites.

Melbourne, Australia

Head of Customer Acquisition within NAB Broker operations. Primary focus areas were to uplift performance to meet service levels, leadership development and implement structural changes. Key achievements - Launched NAB’s Voice of the Customer initiative within the department which identified the prioritisation of process improvement initiatives - Rereleased operational excellence program across all leadership team which immediately benefited resource planning along with gaining a 12% improvement in utilisation.- Developed and implemented a personal targets tool, which measures individual performance against target, and drives continuous improvement of the bottom 20% performers.

Melbourne, Australia

As part of my relocation back to Melbourne I was successful in securing a Manager role with 7 direct reports, leading a team of approximately 90 team members. Primary function of this business was to establish Superannuation and Pension customer accounts across multiple products, while applying all incoming funds.Major achievements:- Extended periods as step in for Head Of, New Business & Monies In.- Business representative for various major initiatives.- Successful implementation of Operational Excellence which led to the appointment of OE representative for Melbourne, Wealth Operations.- Achieved Level 4 Senior Practitioner AOM Accreditation with ActiveOps- Team performance consistently exceeds all performance metrics and continually receives accolades from senior management.- Diligent attention to yearly, quarterly planning with adjustments made weekly based in consideration of business insights.- Secured 6mth secondment as Head Of Customer Acquisition within NAB Broker operations.

Sydney, Australia

As part of the NAB Win Tomorrow Restructure I was promoted into a Lead position managing the Trustee Claims Team.This role was accountable for the operational performance of the team which performs the processes related to the payment of Death, Terminal Illness, Income Protection and TPD claims.Our focus was to ensure our Customers received a great experience by meeting our productivity, quality and service standards.During my time with Trustee Claims team I developed tactical and strategic initiatives to improve team performance and customer satisfaction by embedding several continuous improvement initiatives.Developed effective relationships with peers and key customers both internal and external.

Melbourne, Australia

Managed a team of 15 administrator team members within MLC MasterKey Service across various functions. Our primary focus was to ensure customer service and processing performance was always at a high standard.Responsible for the day to day workflow/queue management. Ensured the team was skilled and cross-skilled in key functions across MasterKey Service with every team having an individual development plan in place.As a senior team leader, I worked across both Melbourne and Sydney offices owning various Risk Events, assisting with recruitment needs and representing MasterKey on business wide projects and initiatives. Played a key role within our Future Leaders Program by mentoring team members and presenting new development information.

Leadership For Senior Leaders

Rg146 Superannuation, Finance, General

Rg146 Life Insurance, Finance, General

Associate'S Degree, Operations Management And Supervision, Diploma