2019 - 2026Superannuation Administration Portal
What is it
The Superannuation Administration Platform is a modular, API-first registry and administration platform designed to modernise how super funds operate.
Serving as the operational backbone of a Super Fund, it brings together members, employers and advisers, records, workflows, claims management, receipting and other core administration capabilities into a single, integrated platform. Built on an open architecture, it enables real-time data access and seamless integration with a fund's broader technology ecosystem while allowing clients to adopt only the modules they need.
Why we have built it
Traditional superannuation administration platforms are often built on decades-old technology. Their closed architectures make integrations difficult, product changes slow and operational processes expensive to maintain. As member expectations evolve and regulatory requirements continue to grow, these limitations make it increasingly difficult for funds to innovate or deliver modern digital experiences.
We set out to build a platform that gave funds back control.
Designed around open APIs, modular services and real-time data, the platform enables funds to integrate best-of-breed providers, automate operational processes and evolve their technology without replacing their entire ecosystem. The result is a more flexible administration platform that improves operational efficiency, accelerates product innovation and ultimately enables better service for members.
My role
I led the discovery and design of the first version of the platform, working closely with product, operations, client stakeholders, and subject matter experts to understand the complexities of superannuation administration and translate them into an intuitive, scalable product.
I gathered requirements, facilitated workshops, defined product direction and designed the initial user experience across key administration workflows. As the platform matured, I built and led the design team responsible for evolving the product, partnering with multiple multidisciplinary teams, establishing design standards, mentoring designers and ensuring a consistent experience across an expanding suite of modules and capabilities.
Selected Features
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Selected Features 〰️
Connecting Complex Workflows
The administration platform spans hundreds of interconnected workflows.
Establishing a robust information architecture was fundamental to the product, including simplifying navigation, reducing cognitive load and creating a foundation that could continue to scale as new modules and capabilities were introduced.
Configurable by design
The platform was built around a highly configurable architecture, enabling super funds to tailor the system to their unique operating model without custom development.
Funds can configure their entity, products, investment options, insurance offerings, business rules and operational processes, while managing user roles and permissions through a flexible access framework. This level of configurability allows funds to respond quickly to regulatory change, launch new products faster and evolve their operations without costly platform modifications.
Member Administration
At the heart of the platform is a comprehensive member profile, providing administrators with a single, real-time view of every member's account.
Supporting more than 1.3 million members, the platform brings together identity information and account details into a unified workspace. Designed to streamline complex administrative tasks, it enables authorised users to view, manage and update member information with confidence while maintaining a complete audit trail of every action.
Embedded case management that orchestrates the administration process
Unlike traditional administration platforms, the registry includes a fully integrated case management system that orchestrates operational workflows across the platform.
Every request—whether it's an investment switch, insurance update, benefit payment or change to a member's details—is initiated and tracked as a case. Once an administrator completes the required action, the platform automatically triggers the appropriate business processes, applying updates to the member's account, executing validations and generating member correspondence where required.
By embedding workflow directly into the registry, the platform creates a single source of truth for member requests, documentation and processing history. Supporting hundreds of configurable workflows across member, product and fund administration, it provides complete visibility, improves operational efficiency and ensures every action is auditable from initiation through to completion.
The playtform also allowed for effective workload management among administration teams and their members.
Claims Management
A dedicated claims management solution built directly into the administration platform, enabling funds to manage insurance and death benefit claims from notification to payment.
The module centralises claimants, documentation, correspondence and workflow into a single, auditable process, giving administrators complete visibility while streamlining one of the most complex and sensitive operational functions within a superannuation fund.
Other Identities and Connected Relationships
The platform extends beyond member administration by managing the relationships between members and the organisations that support them.
It stores and maintains records for employers, financial advisers, dealer groups and advice practices, linking them to member accounts through a connected data model.
This enables administrators to manage adviser relationships, employer information and servicing them from a single platform, while supporting automated processes such as advice fee payments and ongoing account administration.
By modelling these relationships directly within the registry, the platform reduces manual administration, improves data integrity and ensures information remains consistent across the fund's ecosystem.
End-to-End Transaction Management
The platform provides complete visibility over the lifecycle of every financial transaction, from the moment funds enter the platform through to their final allocation.
Dedicated receipting and payment management modules allow administrators to track incoming and outgoing transactions, reconcile receipts, manage unallocated funds and monitor payment processing in real time. Every transaction is linked to its source, creating a complete audit trail and ensuring financial movements can be traced from initiation to completion.
Supporting payment channels such as SuperStream, BPAY and Direct Debit, the platform also provides detailed transaction dashboards where administrators can investigate, reconcile and manage each payment stream. Built-in operational controls allow payments to be suspended, cancelled or reprocessed through governed workflows, improving accuracy while reducing operational risk.
