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Work Background
Western Sydney UniversityConsultant - Operating Model and Organisational Design
Apr. 2025 - Sep. 2025Sydney, New South Wales, AustraliaLed the design and delivery of a large-scale Operating Model transformation at a University, covering multiple corporate service portfolios (Finance, Procurement, Campus, HR, IT, Legal, Risk and Governance). Key responsibilities included: Operating model and organisation design, impacts assessment and implementation planning
Change leadership
Governance & stakeholder engagement
Financial & operational alignment
Business readiness & handover planning
Auroria Consulting Pty LtdConsultant - Strategy and Transformation
Jan. 2025Sydney, New South Wales, AustraliaI’m a strategy, transformation, and change leader turned entrepreneur, with experience spanning financial services, education, and technology. I partner with organisations to solve complex operational and organisational challenges—helping them deliver meaningful, lasting change. To accelerate outcomes, I’ve developed an AI-optimised agile design process that streamlines problem solving, change delivery, and impact validation. Specialising in: Operating Model Design Organisational Design Change & Transformation Delivery Strategic Execution & PMO Let’s connect – I’m open to collaborations, contract opportunities, or just a good old chat about solving hard problems with smart solutions.
Teachers Mutual Bank LimitedStrategic Change Consultant (3mo contract)
Jan. 2025 - Apr. 2025Sydney, New South Wales, AustraliaDesigning and implementing a scalable approach to executing and embedding change with clear governance, accountability and change management standards that support both IT and business functions.
FreelyHead of Customer Operations
Mar. 2020 - Nov. 2023Across the worldFreely was a strategic initiative at Cover-More Group, a corporate start-up for lack of a better word. It was incubated out of Zurich Group’s ambition to explore insurance ecosystems, with the travel ecosystem being the one assigned to Cover-More. I project managed Freely from the ideation stage to delivery until we recruited a venture lead to ensure launch confidence and succession in running the business. My role involved coordinating and managing multiple workstreams (Digital Product, Marketing, UW/Product, and Operations) to ensure launch readiness. We successfully launched in Australia in 06/2020 and North America in 06/2022, after which I stayed in the capacity of Head of Customer Operations. In my hybrid role as Head of Customer Operations and Expansion Project Lead, I built and scaled customer operations from the ground up, embedding a culture of continuous improvement and customer centricity. I drove Customer Ops strategy and BAU performance, consistently exceeding customer KPIs and contributing to overall Freely OKRs.
Cover-More GroupStrategy and Transformation Manager
Jul. 2019 - Nov. 2024Sydney, AustraliaLeading strategic change across Group Project Portfolio at Cover-More and enhancing project delivery and PMO maturity across the organisation. - Leading delivery of Group Strategic Projects by enabling cross-functional collaboration and delivering results that align with the Cover-More's goals and objectives
- Supporting Business Units by guiding strategic planning, scoping, and road-mapping, while overseeing the implementation of process improvements and customer-focused initiatives across key business functions, including IT, claims, assistance, and customer operations
- Identifying opportunities to enhance operational efficiency and customer satisfaction through the strategic implementation of process improvements and initiatives
-VoC advocate: making insights into action. Leading delivery on multiple customer focused initiatives in claims, customer service and traveller assistance disciplines
- Group Governance and Risk Mitigation: Support the identification and mitigation of strategic risks impacting the Cover-More Group. Responsibility to drive Risk Management best practices in project delivery across business units.
AMPSenior Change Manager
Nov. 2018 - Jul. 2019Sydney, AustraliaDesigning and implementing transformational change at AMP. Rebuilding Trust program
- Understanding operating model implications due to Royal Commission recommendations
- Planning change management and people engagement activities for identified operating model changes AMP Life Divestment
- Plan, design and implement change management activities for Workforce Separation and Transition
- Analysing operating model implications due to separation; retained AMP organisation
ManulifeAssociate Director | Agile and CX Transformation
Feb. 2017 - Jun. 2018Hong KongManulife International Limited Hong Kong Transformation Execution and Change Management Lead
•Developing change management strategies and frameworks for business transformation initiatives (incremental change and transformative change)
•Implementing change management processes and tools in delivery teams; coaching project managers and business analysts on change
•Leading Customer Experience and Agile Transformation programs (New Ways of Working) as a change agent and a consultant
ManulifeAssociate Director | eBusiness and Transformation
Jul. 2016 - Feb. 2017Regional Office Asia (Hong Kong)Manulife Financial Regional Office Asia Point of Sales Business Analysis Lead
•Strong focus on stakeholder relationship building and management across the 11 countries under regional office governance
•Portfolio management oversight of regional project intake, performance assessment and direction setting for project portfolios to match and balance tactical local and strategic regional objectives
•Regional business analysis lead; leading a team of 4-6 business analysts to build regional solutions for local needs (HK, PH, MY, SG, VN)
EYManager | Financial Services Operations Strategy and Transformation
Aug. 2013 - Jul. 2016Sydney, Australia and Hong KongEY Performance Improvement Advisory Practice; Financial Services Operations Strategy and Transformation and industry focus in Life and General Insurance Key Experience Include
•Target Operating Model review, design and execution (5 different Life Insurance clients); advising senior leadership and C-Suite on Customer Strategy, Customer Led operating models, providing fact based TOM recommendations for decision making and supporting in implementation
•Operational Efficiency and Cost Optimisation diagnostic, strategy and implementation leading to re-organising business operations, management layers and spans of control (new business, claims, policy maintenance teams and leadership) (Lean project)
•New technology and systems implementation led operating model design and execution for GI claims (Agile project)
Accenture AustraliaConsultant | Financial Services Transformation
Apr. 2011 - Aug. 2013Sydney, AustraliaSystem Implementation / Consulting Service Group in Financial Services; various roles of business analyst, transformation agent, project manager and change lead delivering process, people and technology related change across insurance operations. Key Experience Include
•Process designer on a outsourcing back office operations to Philippines; as-is review, to-be process design and lift & shift to Global Shared Service Centre in the Philippines. Key role in transition support after go-live.
•New Business Technology implementation across 3 Scandinavian countries (Finland, Denmark and Sweden); process and business analysis lead for Finland
Kela - The Social Insurance Institution of FinlandService Manager
Dec. 2009 - Apr. 2011HelsinkiService Manager, Overpayment Recovery Unit for Helsinki Finland
Tiina was responsible of leading a team of six. Her main duties were daily management, HR responsibilities, monitoring the development of the recovery base and monitoring the quality of the daily/weekly/monthly call centre customer service. Responsible of planning, re-engineering, training and implementing the international overpayment recovery process and collection of child support debt process Also participated as a stakeholder in OIWA-project (new software) delivering requirements for the future software related to debt collection.
TapiolaClaims Adjuster
Oct. 2007 - Dec. 2009TampereTiina's main duties were processing vehicle damage claims (MTPL and casco) and call centre customer service. Customers were both private and corporate customers. Also participated in product development for Tapiola's Toyota dealership partnership. Tiina planned, organised and completed a customer survey research and report included in her Master's Thesis in co-operation with Tapiola and Toyota.
If P&C InsuranceInsurance Advisor
Mar. 2006 - Oct. 2007Tiina's work was aligned to insurance policy admin and underwriting operations. Main responsibilities were in customer data lodgement in registry systems, light underwriting within motor insurance and providing customer service to both private and corporate customers by phone. The job began as a summer job and afterwards continued as a casual assistant role during rush-hours. After that Tina got a full-time temporary post as a insurance advisor. Tiina finished my Bachelor's Thesis in co-operation with If P&C Insurance. In her research I studied white labelling within insurance product development
KelaIntern
Aug. 2005 - Feb. 2006FinlandThe internship was part of my university program, where students were expected to gain practical experience in working within insurance industry. • Managed mail room operations and scanning processes at Kela, ensuring efficient handling of incoming and outgoing mail • Assisted in the invoice paying process, contributing to the smooth financial operations of the institution • Actively engaged in customer correspondence, enhancing communication and relationship-building skills
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