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Network Power<100 people
Roles
🧨63%
Consulting
✨54%
Business Owner
🧑💼45%
C-level Executive
Geos
🇦🇺36%
Australia
🇬🇹9%
Guatemala
🇮🇹9%
Italy
Work Background
South Australian Department of Treasury and Finance (DTF)Revenue SA - Head of Contact Centre | Debt Management
Dec. 2023Adelaide, South Australia, AustraliaManaging Revenue SA Inbound calls from the public regarding Emergency Services Levy, Payroll Tax, Land Tax and Property Tax. Overseeing outstanding debt investigation, negotiation and payment programs for SA based businesses and customers across Emergency Services Levy, Payroll Tax, Land Tax and Property Tax.
South Australian Department of Treasury and Finance (DTF)Shared Services SA - Senior Project Lead | Change Lead
Dec. 2022 - Dec. 2023AustraliaManaged multiple SA Government technology projects, by implementing new systemic and methodology functions to meet procedural, process, legislative & customer requirements/change. Working closely with key SA Government agencies, DTF ICT, DTF Senior Leadership, Smaller Business, Larger Business & other interstate Government bodies.
SA WaterTechnology Production Management | Project Management
Mar. 2022 - Dec. 2022Adelaide, South Australia, AustraliaManaged AppLab team and relationship between Business owners, Project owners and AppLab Developers. Responsible for overseeing creation and maintenance of internal SA Water Apps by referencing skill set, budget, capacity & business requirements.
Westpac GroupSenior Manager Workforce Management
Jul. 2020 - Mar. 20227 Laffer Drive, Bedford ParkImplementing operations management technology and methodology into multiple contact centres with enhanced outcomes via Forecast, Plan, Control and Review processes. Introducing sophisticated telephony training programs across Customer Assist, in conjunction with advanced Balance Scorecard via Strategy maps methodology. Provide ongoing support and experience to Customer Assist teams with AOM technology and methodology
RAAInsurance Business Projects Lead
Aug. 2019 - Jul. 2020101 Richmond Road, Mile End SA 5031Reporting to Senior Manager Strategy and Transformation, I had three Project Managers as direct reports. APRA and General Insurance Code of Australia updated Finance Services regulatory requirements, per the Haynes Royal Commission findings in 2019. This role was responsible for implementing and executing key changes and new requirements into RAA Insurance and Retail portfolios across Value Streams (as follows); Governance
Vulnerable Customers
Product Awareness and Disclosure
Complaints and Internal Dispute Resolution (IDR)
Insurance Claims Process, Suppliers and Partners Responsible for managing key stakeholder relationships at board meetings and key implementation stages of the program with Senior Leadership across Retail, Insurance Claims, Digital Marketing, Risk and Compliance, Legal, Strategy and Transformation, Information Technology and RAA Insurance CEO.
ActiveOpsSenior Associate
Jun. 2014 - Jul. 2020231 Kensington Road, Kensington SA 5068ActiveOps Asia Pacific is an Adelaide based business, established in 2005 from parent company ActiveOps (UK), specialising in operations management, change management and cultural change to accurately manage cost, quality and service. Asia Pacific office employs 30 staff members across Australia, New Zealand, Kuala Lumpur, Philippines and Hong Kong. Reported to ActiveOps APAC Managing Director. ActiveOps principles and performance management strategies enhance individual, team and department performance. Cloud-based software solutions and methodologies simplify and reduce service operations costs by managing capacity, improving efficiency and optimising performance. Implemented multiple operational management projects ranging from Executive level through to Team Leader level (120+ FTE). Acountable to introduce operations management methodologies, Workware ™ tool kit (customer information system), cultural/behavioural change, people management disciplines, leadership training productivity/efficiency improvements and continuous improvement plans. Strong relationship management, stakeholder management, project management and clear understanding of the client’s major deliverables are essential skill set requirements. Consistently work outside of Adelaide, mainly interstate but also Kuala Lumpur, Bangalore, Philippines, Cape Town, Reading (UK) and Auckland – working autonomously and in a team environment. Implemented projects across the following industries; Finance, Federal Government (Taxation and Human Services), 3rd Party Outsourcing, Private Health, Accounting, Telecommunications, Human Resources, Processing Centre/Back Office, Risk/Compliance, Oil and Gas, Superannuation, Insurance and Valuations.
RAAProduct Development and Brand Manager
Sep. 2013 - Mar. 2014101 Richmond Road, Mile End SA 5031RAA are re-entering the finance industry (i.e. personal loan/ car loan lending) and I'm project lead (incl. key stakeholder management) for the following strategic tasks; Risk / Compliance
Procedures / Processes Systems / Testing Marketing / Website
Reporting
Customer Communications
Research
Distribution
Training
Operations Management Create / manage project schedule – Workshops, FTE requirements, deliverables, meetings, work effort required, communications, milestones and change management methodologies in readiness for RAA Board submission. Creating an operational management framework for a new portfolio within RAA Group. Identifying and introducing key tasks, productivity standards, staff utilisation measures, cross skilling matrices, workforce planning approach and continuous improvement program. Project manage deliverables – engage key stakeholders, map and model ‘future state’, workshop/ document business requirements and monitor the future state design and solution processes.
MCBI | Learning & Development ServicesProject Lead
Sep. 2012 - Sep. 2013Level 2, 70 Hindmarsh Sq Adelaide 5000Bendigo Adelaide Bank - Basel II Advanced Accreditation Group Risk is an overarching Risk Management department which is linked with Operational Risk, Credit Risk, Market Risk, Liquidity Risk and Strategic Risk. I was responsible for project managing the following Advanced Accreditation prerequisites – ensuring all APRA Advanced Accreditation expectations are met and maintained (as follows); Risk Reporting Framework
Risk Appetite Framework Policy and Standard Frameworks
Governance Structure (Board and Executive Committees) KPI remuneration (Risk Management Performance Measures) Group Risk Project Manager drives and manages key stakeholder relationships with other Basel II Project Managers, Subject Matter Experts and Work Stream Leaders (e.g. Operational Risk, Credit Risk, Organisational Design), due to the over arching Risk Management structure. Create and manage project schedule – FTE requirements, Basel II APRA deliverables, work effort required (including other work streams), training needs, meetings, workshops, communications, milestones, change management, budget, Organisational Design, testing and implementation. Project manage APRA deliverables – engage key stakeholders, workshop and document business requirements, map and model ‘current state/future state’ and monitor future state design process. Manage testing and implementation of the new frameworks. Progress reporting provided to Program Manager/Director on a weekly basis, highlighting ‘actual vs. planned’ results, milestones achieved, FTE requirements and potential reprioritising against strict deadlines.
ActiveOpsSenior Associate
Jan. 2008 - Sep. 2012231 Kensington Rd, Kensington SA 5068Refer to the previous roles, responsibilities and key information
Bank WestSenior Manager - Commercial/Rural Lending
Jan. 2007 - Jan. 2008147 Pirie Street, Adelaide 5000Lead key areas – service level delivery, performance management, relationship / stakeholder management, budgeting and provide subject matter expert knowledge within Commercial and Rural Lending sector. Manage the following responsibilities – settlements, document preparation (i.e. internal and external), solicitor relationships, construction loans, transactions, quality assurance and risk management. Manage 60 FTE (including five Team Leaders) and drive business process improvement with all staff members. Engage Senior Management, Leaders, Team Members and Business Development Managers in continuous improvement strategies. Support Corporate Division partners/customers by driving monthly forecast meetings to ensure service levels are both met and maintained (long term). Identify FTE requirements, recruitment strategy and training requirements to meet business unit expectations.
Bendigo and Adelaide BankSenior Operations Manager
May. 2004 - Jan. 2007169 Pirie Street, AdelaideLead key areas – service level delivery, performance management, relationship / stakeholder management (including 3rd party processing relationships), business retention, budgeting, 5S/ lean manufacturing strategies and provide subject matter expert knowledge. Manage the following responsibilities – solicitor relationships, construction loans, RBA interest rate changes, settlements, mortgage broker commission payments, quality assurance and risk management. Manage 85 FTE (including six Team Leaders) and drive business process improvement. Engage Senior Management, Leaders, Team Members and Business Development Managers in continuous improvement strategies. Lead major discharge settlements project – i.e. outsourcing functionality to a 3rd party provider to enhance service level results, customer experience, continuity, ownership and overall quality by utilising an experienced and sustainable skill set. Identify and engage key stakeholders, workshop and document business requirements, map and model the ‘current state / future state’ and monitor the future state design process. Manage testing, communication and implementation of the new processes with all stakeholders and users. Workshop and engage all leaders/team members with 5S and Lean strategies, to create a more efficient and effective working environment. Introduce visual results, improved business unit layout, reduced handovers, increased ownership, team communications and delegation opportunities. These strategies improved business unit outcomes and leadership decision making.
EDS GroupOperations Manager
Nov. 1998 - May. 200425 Pierson Street, LockleysLead key areas – service level delivery (penalty based contracts), performance management, key relationship/stakeholder management, business transformation, accounting, budget, risk champion and subject matter expert. Manage 150 FTE (including 12 Team Leaders) – i.e. eight in Adelaide, one in Sydney, one in Perth, one in Brisbane and one in Melbourne. Residential purchase mortgage settlements, 3rd Party processing (Home Loans Limited), 3rd party contract negotiations with valuers and solicitors, 1st Home Owner Grants Funding (Office of State Revenue) and Risk management. In November 2001, Westpac Mortgage Operations was outsourced to EDS Credit Services and all services provided to Westpac were reported monthly to the client. Service level delivery was a key responsibility, with contractual penalties from $100,000 - $750,000 per month but no service levels were never breached during my tenure. I was appointed as one of the five Business Transformation Managers to create a ‘less paper’ work environment and eventually implement a ‘paper less’ system into the organisation. In conjunction with Business Analysts and Program Manager, draft RFP and attend workshops with vendors to evaluate business requirements. ‘Less paper’ function and solution design was finalised, solution architects were selected (both in principle) with the proposal presented to senior management for feedback and sign off. Upon approval, this proposal was presented to the rest of the organisation which included timelines and the different project phases.
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