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Kelly Cantwell

Kelly Cantwell

With over 29 years of financial services experience, Kelly Cantwell is Group Executive – Service Operations.

A strong negotiator with a member and employer services focus, Kelly is a valuable asset to the Hostplus leadership team.

Appointed in October 2016, Kelly plays a critical role in developing and leading our member services, by optimising the capabilities of all team members; developing specialist skill sets and a highly experienced team and, in turn, achieving high levels of staff satisfaction and retention. One of Kelly’s key functions is to build solid frameworks and infrastructure to manage internal and external stakeholders while driving outcomes to implement the overall strategic plan for the Fund.

In addition, management of end-to-end insurance products and services has always been Kelly's passion and strength.

Roles & responsibilities

  • Group Executive – Service Operations
  • To introduce improved business processes and structures to meet changing business needs
  • To strategically manage, review and design the service centre operating model to ensure effective delivery of services in an efficient manner 
  • To manage the Fund’s service operations centre, including transactional inbound and outbound calls and quality assurance of member and employer services teams
  • To manage end-to-end insurance contracts, including design, operations and service
  • To oversee the day-to-day member and employer operational aspects of the Fund and manage information from and between the Fund and key service providers, both internally and externally
  • To oversee the daily operational requirements for claims management
  • To ensure administration and other services to the Fund are delivered in the most efficient, user-friendly and cost-effective way to meet member and employer needs and ensure the functional requirements are in line with fund policy, procedures and business objectives.

Year of appointment

  • 2016

Experience

  • 11 years’ experience with John Millett Independent Financial Advisors in key roles, including Fund Service Coordinator, Account Manager and Contact Centre Manager
  • 15 years’ experience in previous roles at Hostplus, including a number of years as Group Executive.
Other Directorships / appointments are detailed in the Relevant interests and relevant duties register.

 

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