Experience

Australian Financial Complaints Authority

• Australia
• Financial Services
• 500 - 600 Employee

• Senior Manager - Customer Service and Resolution

  • May 2020 - Present



Qantas

• Australia
• Airlines and Aviation
• 700 & Above Employee

• Change Manager, Operations | Qantas Super

  • Jun 2017 - Apr 2020

  I am a senior manager in the Trustee Office Operations team, where I have successfully embedded a member-centric focus into traditional operational activities. This role is responsible for monitoring key outsourced customer facing activities including contact centre and administration services, managing internal and external dispute resolution complaints, remediation and incident issues at a customer level, and identifying service gaps to drive process improvement and change management to optimise the customer experience. Show less

• Head of Plan Operations (acting)

  • Nov 2019 - Feb 2020

  I am a member of the senior leadership team in the Trustee Office responsible for all Plan Operational matters and for leading the Operations team in supporting the Executive Team to deliver key business and strategic initiatives. Qantas Super is one of the largest corporate superannuation funds in Australia. It was set up in 1939 for the benefit of members and over time has evolved to accommodate their distinct needs as aviation employees.

• Change Manager, Member Experience | Qantas Super

  • Jan 2014 - Jun 2017

  Senior manager in the Member Experience team responsible for a suite of member engagement and communication activities. Also responsible for working closely with the Operations team to bring a member experience focus to operational activities.

• Communications Specialist, Member Experience | Qantas Super

  • Mar 2013 - Jan 2014

  Senior technical adviser to the Member Experience team, assisting in development of content and collateral for all Member communications.



Westpac

• Australia
• Banking
• 700 & Above Employee

• Manager Member Communications | Assistant Plan Secretary | Westpac Staff Super Plan

  • May 2004 - Aug 2011

  Westpac Staff Super Plan was a corporate super fund with over 30,000 members employee members. The fund and all its members was transferred into the BT Super For Life fund in 2012.Reporting directly to the CEO in the Trustee Office, I was responsible for development and implementation of the fund’s Communications Strategy and Member Experience. During this time, I also held the position of Assistant Plan Secretary, with Trustee Board delegated authorities to assist the CEO in the day-to- day management of the fund including Trustee Board management, strategic business planning and investment operations. Show less

• Manager Technical & Compliance | Compliance Officer | Westpac Staff Super Plan

  • Dec 2001 - May 2004

  A Senior Manager role in the Trustee Office, responsible for monitoring the Trustee’s compliance with superannuation law; analysis of legislative changes and impact on the fund; provision of advice and recommendations to Trustee Board and employer sponsor.



Mercer

• United States
• Professional Services
• 700 & Above Employee

• Paraplanner | Mercer Financial Planning

  • Jan 2001 - Dec 2001

  Dedicated paraplanner to a Financial Adviser across a suite of clients. Responsible for the development of financial planning strategies for new and existing clients to maximise retirement outcomes.

• Fund Accountant | Superannuation

  • 1999 - 2001

  Responsible for statutory reporting for a portfolio of super funds, including preparation of financial statements, tax returns and APRA returns, quarterly Business Activity Statements (BAS).

• Senior Fund Administrator | Superannuation

  • 1997 - 1999

  Led a team of administrators, responsible for end‐to‐end administration activities on a portfolio of corporate superannuation funds in accordance with agreed service level agreements and deliver of client reporting and Board presentations.