kevin donegan

Program manage the development & delivery of the next generation Member Portal program to provide a better online service offering to the 2m+ members of AustralianSuper. Developed and delivered multiple digital solutions for AustralianSuper, including two new B2B portals for key business relationship groups, and online guidance & advice tools and engagement, and various online tools and calculators.

Lead the development and delivery of a life/super Claims Enhancements project (Tactical initiatives and a Strategic long term strategy) and a superannuation Product Remediation project.

Developed and delivered multiple CRM system and design enhancements enabling distribution and key account teams to focus and manage top tier business relationships. Achieved ~40% improvement in engagement rates and transparency over 6 months. Designed and delivered new Business Intelligence reports and KPI dashboards across sales, key accounts and marketing which significantly improved the relevance, accuracy and speed of delivery of key data to critical colleagues. Managed cross business unit Key Accounts from a relationship, operational and support perspective, including representing Zurich at strategic planning meetings, conferences, and industry fairs. People management focus across Commissions, CRM and Events management.

Developed Business Case, RFI & selection of a new Claims management system for all OnePath Insurance channels (Group, Retail & Direct) across ANZ Wealth businesses. Completed vendor commercial negotiations and commenced requirements gathering and change management planning. Concurrently developed and implemented a tactical Claims Portal to enhance our service to clients in the short term. Development, implementation and successful rollout of a new Limited Advice Income Protection product to across the ANZ retail branch network, using AGILE approach. Required strong stakeholder management across ANZ bank and OnePath due to initiative profile and urgency. Upgraded Workflow & Imaging systems across multiple product administration systems to enable smart case management and reporting based on various business specific criteria enabling improvements in resource allocation and faster customer turnarounds. Multiple development & rollouts of individually developed STP Group Life insurance application & risk assessment portal for Industry Funds/Administrators to corporate business partners.

* Manage a department (~60 colleagues) of 4 support operations teams (incl. Commissions and Call Centre) for the AMP dealer group network Independent Dealer Groups. Role required significant people management and coaching skills * Introduced a comprehensive SIEBEL-based workflow platform, * Created idea, then designed, commissioned and implemented successful Client Transfer System * Re-engineered the entire commission settlement process resulting in major reduction in issues each fortnightly settlement, reducing FTE by over 20%. * Stabilised a troubled and inefficient department through coaching, developing and clarifying roles, thus developing trust and proactive team culture to meet business expectations.

Created a dedicated backlog team to process over 3,500 outstanding cases including significant re-work of complex superannuation calculations. The team completed 2 mths ahead of schedule. Designed and built a workflow system using Microsoft Access, which enabled MIS reporting to management, customers and other stakeholders across all processes in the Traditional Super Business

Digital project management focus with responsibility for the delivery of a new ESSSuper Member Online website (secure). Implement new UX design and develop multiple new member "self-service" features enabling members to transact online with straight-through functionality. Responsible for delivering significant improvements in member engagement/satisfaction with the ESSSuper online experience in addition to improving back office efficiency and service.

Developed the Business Case to win approval for a number of Group Life Insurance product updates and enhancements based on competitor analysis reporting. Delivered critical IT and Product support functionality to as per project requirements, resulting in the achievement of Business Tender requirements for key account deadlines. Development and rollout of a new SharePoint based case management system across multiple specialist departments (Actuarial, Distribution, Product, Corporate Superannuation) with the objective of addressing a key APRA requirement.