Lina Zocaro Email & Phone Number

Brisbane City, QLD, AU

Milton, Queensland, AU

This role is responsible for the provision of support services and leading the alignment and execution of the divisional strategy. Support services include performance reporting, workforce planning, risk management, dispute resolution, business improvement and service transformation

Brisbane, QLD, AU

This role is responsible for the implementation of strategic and operational initiatives to deliver an outstanding customer experience within the Priority Industries segment. The Priority Industries segment is responsible for agriculture, construction, manufacturing, transport and specialist claims functions.

Brisbane, QLD, AU

Brisbane, QLD, AU

Brisbane, QLD, AU

• Manage the design and delivery of the Member Education and advice program across SEQ to be relevant, customised and appealing to customer segments.
• Delivered 20% uplift in key performance indicators for the 2015/2016 financial year whilst achieving top quartile results in employee engagement.
• Development of the Member Education Strategy that focused on implementing Customer-based design, improving the member experience and driving digital engagement.

Brisbane, QLD, AU

• Lead a team to administer superannuation payroll contributions and the Employer services helpdesk.
• Development of the Employer Services Strategy linking corporate strategic objectives to the day to day operations of the team;
• Project board senior user and support to the project sponsor on Superstream implementation;
• Delivered a Customer-Based design research project that uncovered insights that will assist the fund develop engagement strategies for members;
• Reduction in cost to serve by 25%;
• Winner of the annual QSuper staff service award for role modelling corporate values and displaying a strong customer focus.

Brisbane, QLD, AU

• Lead and direct a team of 50 plus staff to administer member benefit payments including mortalities and the pension payroll.
• As project sponsor successfully implemented a replacement workflow management system within time, quality and budget.
• Initiated a holistic review of compliance breaches that resulted in an 11% reduction of incidents.
• Within 4 months increased service standards by 12% resulting in mandates being met.

Brisbane, QLD, AU

• Lead delivery of all member administration services for 150 plus staff to meet service, quality and compliance requirements within an innovative and continuous improvement culture.
• Project sponsor of two major operational projects impacting accounts, receipting and allocations within time, quality and cost.
• Contributed to the design and implementation of an Activity Based Costing model across the business unit.
• Achieved all key metrics and exceeding employee engagement by 16%.

Brisbane, QLD, AU

Canberra, ACT, AU