End-to-end remediation for MLC Superannuation and Investment customers who have been impacted by fees for no service from financial advisers.• Demonstrated advanced knowledge in superannuation, including remediation rules and regulations, to effectively analyse, facilitate, and reconcile large volumes of data using various business applications, including Microsoft Office, JIRA, and Confluence.• Collaborated continuously with IT stakeholders to enhance and optimise current end-to-end procedures, ensuring successful delivery of business objectives.• Fostered relationships and collaborated with all internal and external stakeholders, effectively communicating project progress, internal finance, data reconciliations, technology requests and resolving issues to ensure timely completions.• High proficiency in MLC systems, products, and processes such as Compass (MasterKey), W-link (Wrap/Navigator), Plum & Mainframe Archive User Interface (MAUI).

Oversee the quality processes of phone calls, letters, emails and payments performed within WRSC to ensure the highest Customer Experience, following our regulatory commitments and obligations.• Responsible for ensuring conformance to known processes across Remediation Operations and providing our Operations teams with informative and timely feedback.• Coaching to improve the quality of work completed within respective teams across the Wealth Remediation Support Centre.• Responsible for uplifting process capabilities through tailored on-the-job coaching, up-skilling, and training within the Wealth Remediation Support Centre teams.

Managed a team of 6 Quality Assurance associates to ensure that quality standards were achieved across the Wealth Remediation Support Centre. Maintaining compliance with industry standards and continuously improving processes.• Responsible for the quality assurance of seven business units within the WRSC. This entails the quality assurance of phone calls, letters and emails.• Oversaw all training and coaching of all staff within WRSC. • Created and recommended approval of issue rectification plans • Responsible for compliance/risk management by monitoring compliance and risk controls, escalating issues and incident case management.

Processing financial adviser commission payments to each licensee (Apogee, NAB, Godfrey Pembroke, Garvan) promptly and accurately every week.• Responsible for processing adviser service fee commissions for MLC’s aligned advisers, ensuring the payment is accurate and complete before the end of the pay cycle.• Answering commission inquiries from MLC’s contact centre and CommPay inbox• Analysing revenue reports from various fund managers• Discerning any suspicious adviser activity when identifying commission payments

Contact Centre role - servicing MLC clients and advisers based on multiple MLC products such as superannuation, pensions and investments.• Superannuation, Investments, and Insurance subject matter expert.• Adviser remuneration subject matter expert.• Reporting ‘Funds Under Management’ (FUM) for department of ‘Wealth Direct Services’ (WDS).

• Booking hearing test appointments for new and existing clients• Educating clients about the risks of hearing loss in their workplace• Customer service

• Promotion and cross-selling products and services in line with company strategies• Meeting sale targets and answering queries based on products and services purchased• Identifying customer retention opportunities and responding to customer end-of-contract options and billing inquiries

• Organising rosters and payroll• Active role in recruitment• Managing employees to complete daily quota of data leads• Training new employees to use company systems• Boost morale of employees through motivation talks

• Data entry and record keeping• Answering phone calls to organise appointments with clients