Experience

Cuscal Limited

• Australia
• Financial Services
• 400 - 500 Employee

• Shared Services Group Lead

  • Jan 2023 - Present

• Head Of Client Services

  • Aug 2021 - Jan 2023

  Cuscal is the largest independent provider of payments solutions for the Australian financial services sector. We partner with our clients to enable their entire payments ecosystem, so they can deliver the best payments experiences for their customers.We deliver this through our expert team, our ability to anticipate and our deep understanding of the financial payments industry.Our proud history of firsts as the leader in payments solutions has made us the trusted partner for banks, mutuals, fintechs and corporates.



Fiserv

• United States
• IT Services and IT Consulting
• 700 & Above Employee

• Director Of Client Services

  • Sep 2019 - Aug 2021

  Fiserv, Inc. (NASDAQ: FISV) is a leading global technology provider serving the financial services industry, driving innovation in payments, processing services, risk and compliance, customer and channel management, and business insights and optimization. Reporting to the Country Manager, Australia and New Zealand, and a member of the country Leadership Team, I was accountable for lifecycle service delivery to Fiserv’s merchant acquiring clients in the region, as well as the delivery of BPO services to financial institution clients. This encompassed contact centre services, merchant boarding and maintenance, merchant terminal service and support from contract cradle to grave, and financial operations. • Introduced departmental guidance principles, empowered and encouraged managers and individual contributors to own and embrace RCA based continuous improvement. Net Promoter Score has increased between 2019 and 2021 from sub 20 to ~50. • Reduced people based operating expenses by 15% through process change, process automation and transitioning work between Centres of Excellence. • Established a client and partner engagement model that has improved communications strengthened relationships, reduced issues and escalations, and improved service levels and satisfaction with the quality of our products and services. • Improved terminal service and reliability by implementing a vendor continuous improvement program, conducting RCA helpdesk call analysis and improving cycle management of software releases. This has resulted in a reduction of technical helpdesk calls by over 25%.



HP

• United States
• IT Services and IT Consulting
• 700 & Above Employee

• Head of Business Operations HP Managed Print Services, ANZ

  • Jun 2017 - Mar 2019

  Reporting to the Director, Commercial Solutions, the task of this newly scoped role was to lead and direct all contracted business activities throughout contract lifecycle, for all of HP managed print services contracts. This encompassed both traditional print as an outsource service, as well as including security, digitisation and workflow solutions.• Successfully returned the Managed Services business unit to growth in FY18, achieving double digit growth year over year.• Developed and executed a workforce transformation plan. This involved redefining job functions, redeploying functions to low cost geographies, and developing a transition plan to evolve and elevate team skills. On track to achieve planned labour cost savings of 25% pa.• Established a comprehensive client governance structure that addresses formal and informal business review cadence, performance metrics, escalation change management, communication and opportunities.• Delivered improvements on all four, focus customer KPIs - CSAT (Customer Satisfaction), Loyalty Index, NPS (Net Promoter Score) and DSAT (Customer Dissatisfaction). Zero DSAT achieved in FY18.• Fostered and led a ‘make it better’ growth mindset, resulting in numerous process improvements and initiatives that are reducing the quote to cash cycle and improving productivity. Also strengthened collaboration and teaming between the delivery and sales, enabling upsell opportunities and greater customer centricity.

• Director, Printing Hardware and Supplies, ANZ

  • Jun 2012 - Jun 2017

  Reporting to the Managing Director, I was fully accountable for the performance of HP’s printing systems business in the region, which included the HP LaserJet, HP Inkjet and HP Officejet portfolios of hardware and supplies (toner, ink and paper media). A diverse business, spanning home and office printing, across Retail, Commercial and Enterprise customers. Revenue >$300m p.a.• Consistently delivered business results at or above budget, delivering growth faster than market (consistent growth in hardware market share).• Privileged to lead the team awarded ‘Best Printing Systems country, HP Asia Pacific and Japan’ in 2013 and in 2014. • Led a cross functional team responsible for the local planning and execution of a major new product line and go-to-market realignment (via global acquisition). The 18-month readiness project involved significant change and retooling in many of the functional teams – channel sales, direct sales, supply chain, logistics, marketing, finance, operations and customer service. • Executed a print supplies (toner and ink) business model transformation, that involved fundamental changes to channel strategy, pricing strategy and operational cadence. Successfully returned the category (which faces global secular headwinds) from double digit decline back to a growth trajectory. • Was a key contributor to the local planning and successful execution of major global organisational realignments. Included the merger and consolidation of the HP Personal Systems and HP Imaging and Printing organisations, and the Hewlett Packard separation into two discrete global entities - HP Inc. and Hewlett Packard Enterprises.• Improved Employee Engagement Index almost 2x - from 44% to 80. Achieved through the development of and the alignment to, a local vision, strategic direction and business plan for the division.

• Consumer Business Manager, ANZ

  • Oct 2009 - May 2012

  Reporting to the Vice President, Imaging and Printing Group, this was a dual role. I was accountable for the strategic direction, operational execution and end-to-end P&L performance for the consumer printing business, with annual total revenue of approx. $150M. I was also responsible for the consumer sales go-to-market for all HP products sold via the retail channel in ANZ (PCs, Notebooks, Handhelds, Displays and accessories, in addition to printing products), with turnover of approx. $500m pa. • Grew inkjet and ink supplies total system revenue faster than any other sub-region in Asia 2009 to 2012. Grew gross margin (dollars and % of revenue) YOY from 2009 to 2012, in a category facing secular decline.• Exceeded PC sales targets and grew PC sales value double digit YY• Led the strategic development of Retail Photo Solutions (instore photo print kiosks). A new business opportunity created via global acquisition. Resulted in a large contract with a leading retailer, the first for HP worldwide that was an integrated deal - combining offline, instore, photo and gifting.

• Category and Marketing Manager, ANZ

  • Sep 2008 - Sep 2009

• National Field Sales Manager

  • Jul 2007 - Sep 2008

• Market Development Manager

  • Apr 2004 - Jul 2007



Epson Australia

• Australia
• Appliances, Electrical, and Electronics Manufacturing
• 1 - 100 Employee

• Business Manager

  • Apr 2001 - Apr 2004



optima

• Project Manager

  • Nov 1999 - Mar 2001