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Work Background
Her True North Leadership Programs and CoachingFounder & Executive Director
Oct. 2024AustraliaI'm an experienced Senior Operations Executive based in Australia and Leadership Coach. I currently have a side-hustle where I specialise in working with first-time or newly promoted female leaders to overcome imposter syndrome, feelings of being overwhelmed or being out of their depth to navigate the first 90-days of a new role. I have lived experience (early in my career) about how those feelings impact on female leaders so my program has been designed on that basis to address these feelings. My leadership coaching style is described as insightful & authentic. I share my 25+ years experience in a no-nonsense empathetic way, so brand new or newly promoted women lead with confidence, compassion & heart from day one. My personal mission and commitment is to empower female leaders with the tools, insights, and support to step confidently into their leadership potential. My flagship offering, EmpowerHER Leadership Program, is a 12-week facilitator led program designed for maximum transformation, blending comprehensive group sessions with one-on-one coaching tailored to leverage each participants unique strengths and goals. Limited to just 14 women, this program fosters a close-knit community where female leaders will receive personal guidance, develop essential skills, and gain the confidence to lead with authenticity and purpose. Interested in knowing whether my programs are a good fit for you? Reach out via DM and we can arrange a chat. Or text "leadership" to 0414913358 and I'll be in touch to arrange a discovery call.
DXC providing claims management servicesSenior Executive - Claims Operations
May. 2023 - Jan. 2025Australia- $1.2B in premium; $150M operational budget & 220 FTE
- Front End Operations (claims acceptance through to 70 weeks)
- Achieve efficient & cost-effective injury recovery for physical & MI claims across the scheme.
- End to end impairment benefits process for injured workers in accordance with legislation.
- Conciliation conferences & complex disputes (WIC, Worksafe)
- Facilitate short & long-operational strategy by understanding workers compensation trends.
- Eligibility decisions based on information presented in accordance with legislation. - Provide leadership to ensure the efficient delivery of works programs to achieve financial incentives.
- Deliver business transformation through improvement projects that improve injury management
- Ensure business operations are as efficient & effective as possible
- Operational delivery against WorkSafe KPIs - Improve return to work results & outcomes for injured workers
Transport Accident Commission (TAC)Senior Executive - Customer Service
Feb. 2020 - May. 2023GeelongKey Responsibilities:
- Accountability of the Customer Service function on behalf of TAC
- Shared accountability for $28M budget + 55 seat customer support centre
- Oversee daily operations of 260,000 inbound phone calls per year
- Designing & implementing strategies, plans and budgets aligned to TACs strategic objectives
- Drive cultural and process change in line with TAC strategy - Drive operational performance measures to achieve TAC financial and non-financial goals
- Develop & maintain internal stakeholder relationships to improve the client experience - Preparation & presentation of information to showcase CX improvement opportunities
- Provide leadership, mentoring and guidance to functional & cross divisional leaders - Ensure direct reports are delivering outcomes on behalf of TAC & its clients
- Implementation of Real Time Customer Feedback (Qualtrics) Key Achievements:
- Transitioned 55 staff to remote working model within 4 working days (COVID-19) - Implementation of Live Agent function to better manage call flows & service proposition
- Lead implementation of softphones across TAC as a result of new ways of working (COVID-19) - Tactical Response Group Lead - implementation of initiatives to improve CX results across TAC
- Implementation of Balanced Scorecard methodology to improve productivity
- Employee Sustainable engagement results of 82% year on year
MedibankHead Of Operations
Jul. 2016 - Aug. 2019Melbourne, AustraliaKey Responsibilities
- 3 x Direct Reports (Operations Managers) - 140 FTE + 25 FTE Seat Outsourced 3rd Party Provider
- Leading Medibank’s back office & operational processing functions within Tech & Operations
- Oversee daily operations of claims, provider & membership processing & fulfilment functions
- Designing business strategies, plans & annual budgets aligned to Medibank’s objectives
- Responsible for $30M Budget, 140 FTE & 25 Seat Outsourced 3rd Party arrangement
- Drive operational, cultural and process change in line with Medibank
- Drive performance & implement strategies to achieve financial & non-financial goals
- Drive process improvement to deliver cost savings to corporate plan
- Preparation of board reports and presentation of key management information
- Provide leadership, mentoring and guidance to functional Operational leaders Key Achievements
- 25% improvement in straight through processing in 12 months ($1M in cost savings)
- 10% improvement in Staff Engagement Results Year on Year
- 50% reduction in call wait times for Hospital & Provider service proposition
- Overseeing of the implementation of a major IT system across Operational Delivery
SuperpartnersSenior Operations Manager (Contract Role)
Oct. 2014 - Jul. 2016Melbourne, AustraliaThis multi-facet role involves the leadership of Superpartners Registrations & Insurance functions for Australian Super, Hostplus, Hesta, AustSafe, CBus and the Trustee Support Functions Key Responsibilities
- Responsible for a $12M budget annually
- Leadership & management of 9 direct reports (140+ FTE)
- Responsible for managing the end to end Registrations & Underwriting Function
- Responsible for Industry (Ausfund & AustSafe & CBus) Claims & Assessment
- Build and manage working relationships with Trustees, Insurers and other external bodies
- Build a multi-skilled/cross-skilled workforce ensuring flexibility in meeting the needs of clients
- Drive business transformation and process efficiencies - Ensure delivery of services in accordance with SLAs, Quality Metrics and budget parameters
- Champion continuous improvement programs to ensure that best practice is incorporated
- Prepare the division for change - Engage staff in readiness to embark on a broad change program
- Provide regular Client communication highlighting metrics, projects, initiatives & breaches
- Actively support the reporting of Compliance issues and co-ordinate rectification of same - Liaise with the FRM and Commercial for any proposed new services or Client funded Initiatives Key Achievements - 16% improvement in productivity in 10 months – introduction of balanced scorecard methodology
- 15% reduction in FTE (Budget – 85 FTE – Actual – 75 FTE) in first 6 months
- Appointed Key Client Operational Relationship Manager (in addition to day to day responsibilities)
- Implementation of quantitative measurements across Fund Services (impacting over 400 FTE)
Ansvar InsuranceNational Manager - Operations
Oct. 2012 - Oct. 2014Melbourne, AustraliaKey Responsibilities
- Develop and implementation of a strategic business plan for the Operations function
- Leadership of Domestic Sales Team ($6.8M in GWP)
- Responsible for underwriting of $20M Gross Written Premium
- Ongoing process review to identify opportunities to improve efficiency and effectiveness
- Continuous improvement of delivery platforms, systems and processes through re-engineering Key Achievements
- 40% improvement in productivity in first 6 months – introduction of measures and scorecards
- Reduction of $11M of backlog in 8 weeks – approximately 1000 transactions
- 20% Reduction in FTE (Budget – 15 FTE – Actual – 12 FTE)
CGUSenior Manager - Policy & Underwriting Services (Contract Role)
Sep. 2011 - Aug. 2012Key Responsibilities
- Leadership of Teams responsible for underwriting of $100M Gross Written Premium
- Maintain relationships with key stakeholders including State Manager and Business Development - Ensure structure and service delivery meets the needs of the business and key stakeholders
- Ensure underwriting and acceptance of business are within underwriting and compliance guidelines Key Achievements
- 10% FTE reduction (Budget – 55 FTE – Actual – 50 FTE) – through NVA reduction – 2011/2012
- 40% increase in productivity (Budget - Avg 14 Tasks/Day - Actual – 20 Tasks/Day) – 2011/2012
- Implementation of new workflow application – resulting in 90% reduction in manual paper files
AllianzNational Manager, Policy Services
Apr. 2009 - Aug. 2011Key Responsibilities
- Implementation of National Shared Services for Commercial Underwriting and Policy Maintenance - Responsible for a $9M operating budget
- Adherence to cost control strategies while maintaining acceptable internal and external SLAs
- Development and implementation of strategic operational plan to support business deliverables
- Ensure operation is risk managed in accordance with Board, APRA, ASIC and SOX requirements Key Achievements
- 15% FTE reduction (Budget – 125 FTE – Actual – 106 FTE) – through NVA reduction – 2009/2010
- 6% reduction in operational expenses (Budget - $9M – Actual - $8.46M) – 2010/2011
- Creation of Shared Services Function in Melbourne – resulting in $1.5M operating cost savings
McMillian ShakespeareNational Manager - Customer Care (Maternity Leave Contract)
Jul. 2007 - Dec. 2008Key Responsibilities
- Responsible for a $6M budget annually
- National Management of (3rd Party) Outsourced Arrangements for 100+ Employers (24K customers)
- Provide leadership and management of 7 direct reports (150+ FTE)
- Responsible inbound sales, contact centre, processing & fulfilment, incomes and terminations
- Manage strategic plans, budgets and policies to ensure overall business objectives are met
- Liaise with key employer clients and employees in relation to salary packaging Key Achievements
- Project management of 24,000 customers from Diners to ANZ Visa platform
- 20% increase in productivity (Budget - Avg 20 Tasks/Day - Actual – 25 Tasks/Day) – 2007/2008
- 10% FTE reduction (Budget – 150 FTE– Actual – 135 FTE) – via process review – 2007/2008
Eternal SkinDirector (& Owner)
May. 2006 - Jul. 2011Key Responsibilities
- Responsible for the establishment of (Greenfield) Eternal Skin and Urban Body Retreat
- Develop, implement and execute the Marketing Strategy
- Provide leadership to the team to ensure that customer service levels are exceeded
- Development and implementation of systems and processes to meet business objectives Key Achievements
- Establishment of greenfield business – including identification of site and retail fit out
- Recruitment of key management and staff to operate business in ongoing capacity
- $350K turn over in first 12 months – 10% growth year on year – 2007-2011
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