As the Business Systems Manager/Analyst at AIA Australia, I oversee the implementation, maintenance, and enhancement of business systems to optimise operational efficiency and productivity. Collaborating with cross-functional teams, I identified business needs, assessed existing systems, and implemented tailored solutions for improved performance. I led the integration of a Salesforce CRM, managing all aspects, including requirements gathering, system integration, solution design, and data migration. Additionally, I developed comprehensive testing plans and supervised deployment processes, ensuring seamless transitions. I also managed ongoing system maintenance and enhancements to align with business objectives and compliance standards while conducting training sessions to maximise the effectiveness of newly implemented systems. Notably, I successfully implemented the Salesforce CRM within five months, integrating five systems, including telephony, to streamline business processes and enhance client service. I also spearheaded the development and execution of a Service Management Plan (SMP), resulting in a PwC audit with zero gaps or recommendations, demonstrating full compliance and operational excellence.

As the Lead Key Account Manager at Bravura/Midwinter from November 2019 to July 2022, I developed and nurtured long-term relationships with key enterprise accounts, acting as the primary point of contact for strategic client needs and product solutions. I designed and implemented comprehensive strategic account plans, focusing on client retention, satisfaction, and revenue growth for 20 'A' clients. My role involved leading client segmentation initiatives to enhance account visibility and optimise management strategies using data-driven insights. I coordinated the delivery of high-impact projects by engaging extensively with stakeholders to address evolving client demands.During my tenure, I introduced and rolled out an NPS survey that improved client insight management, enabling proactive engagement with at-risk accounts and higher satisfaction scores. I achieved a 95% retention rate among high-value clients over two consecutive years by resetting and strengthening relationships with accounts at risk. Additionally, I identified upsell opportunities within 10 enterprise accounts, transitioning three clients to digital/robo-advice solutions, leading to a significant increase in revenue. I successfully launched three critical projects tailored to client needs, driving enhanced engagement and satisfaction through strategic stakeholder collaboration.

As Practice Implementation Manager at BT Financial Group / Securitor, I led the implementation of best practices, enhancing efficiency and performance across cross-functional teams. I developed and executed strategies for new processes, tools, and methodologies that aligned with organisational objectives. My role involved managing policy rollout initiatives in adherence to regulatory guidelines, ensuring 100% compliance across adviser practices. I also oversaw the migration of data to the XPLAN software, providing a seamless transition with minimal disruption to services. Notably, I transformed client relationships by increasing the Net Promoter Score advocate proportion to 80% and achieved full compliance in policy rollouts, addressing regulatory concerns identified in ASIC’s 413 report. Additionally, I implemented development plans that reduced C-rated adviser audits from 10% to under 3%, significantly improving file quality and compliance standards.

As a Business Development Manager at BT Financial Group, I identified and developed new business opportunities, building and maintaining strategic partnerships that drove significant revenue growth. I analysed market trends to capitalise on opportunities, expanding business offerings and consistently meeting sales targets. I trained referral partners and financial advisers, enhancing the quality of advice, client engagement, and overall productivity. I also spearheaded a national induction program for advisers, ensuring successful integration and increasing role effectiveness. Notably, I achieved a 205% revenue increase in the first year by strategically acquiring a panel of advisers, surpassing targets by 148%. I consistently ranked number one in national sales targets for FY13, FY14, and FY15 among nine BDMs. Additionally, I developed financial tools that significantly enhanced adviser productivity and boosted client satisfaction. My leadership in the national adviser induction program secured my permanent role, with the initiative receiving exceptional feedback.

• Serviced advisers by phone and email to maintain and increase sales.• Worked with BDM’s to proactively service advisers and achieve sales targets. • Developed and grew strong relationships with Independent and Aligned Financial Advisers. • Managed the onboarding process for new advisers.• Trained advisers on BT Life technology/software.• Managed marketing campaigns, client seminars and workshops. • Escalation management.• Actively involved in internal projects. • Built and maintained relationships with internal staff across all divisions of the business.• Actively drove culture and teamwork at a state level.

• Maintain knowledge of all products, systems and procedures associated with the Life New Business department• Looking after a group of high net worth planners• Process applications from start to finish (excluding underwriting)• Providing accurate information in an efficient and focused manner• Following agreed quality assurance and compliance guidelines• Maintain knowledge of all products, systems and procedures associated with the Life New Business department• Ensure advisers are provided with quality information and guidance on submitted applications to facilitate the completion of business• Dealing effectively with challenging and demanding advisers• To enhance adviser perception of Life New Business• To provide management with feedback on identified process improvements as well as adviser and administration training issues• To provide support to areas within the team structure as required, assisting in the achievement of Life New Business objectives• Maintaining a balanced relationship between advisers’ and business needs