Team Lead Data and Digital

• Dec 2022 - Present

As the Team Leader Data & Digital, I drive the development, delivery, and support of the City's digital platform and customer-centric services, enabling community engagement and staff empowerment. Within this role I also have the opportunity to work with different departments to leverage my experience in culture, change and performance to support the City as a whole. I utilise my skills and experience to help reduce any silos of work to cross skill staff, and build relationships within the City. Further to my project roles, I undertake the below responsibilities:- Overseeing Data Architecture & Integration, ensuring seamless data flow and system efficiency.- Managing Data Governance and Quality Assurance for reliable data assets.- Providing Analysis and Reporting Services for data-driven decision-making.- Cultivating a data-driven culture and enhancing decision-making processes.- Leading data architecture development for future needs and automation.- Guiding data leverage for community impact, sustainability, and reputation.In the digital realm, I am accountable for:- Managing and delivering customer-centric digital services.- Continuously improving the dynamic digital ecosystem to adapt to emerging opportunities.- Enhancing the user experience to drive usage and value.- Overseeing end-to-end delivery of digital services, meeting user needs effectively.- Ensuring secure and governed digital service delivery.- Fostering a cutting-edge approach with updated methods and tools.- Collaborating with stakeholders to devise innovative solutions, strengthening the City's reputation as a digital hub.As Team Leader Data & Digital, I shape the organisational culture, engage staff, and drive data-driven decision-making. This commitment to customer-centric digital solutions empowers the City to serve the community effectively and maintain its position as a forward-thinking digital hub. Show less

Project Officer

• Sep 2022 - Dec 2022

Within this role I -undertake project management of key projects within the City’s Data and Digital team, including completing and engaging relevant documentation/planning processes;- Engage AGILE Project Management frameworks, strategies and methodologies, - Internal and external stakeholder management and engagement - diverse stakeholders from private and public sectors, both domestic and international Further to my role as a project manager I also;-provide project support to major projects and programs (including HR and payroll systems rollout) within the City including: - data collection, cleansing, and transformation - data quality assurance; creation and implementation of processes, providing leadership to staff undertaking QA - IT and technical support for Oracle HCM and Aurion Payroll Systems - training and support of staff - both end user and support staff - communication - written and verbal, including engaging in, and leading, key forums- undertake system testing - provide one on one and subject matter expert support to staff within the City Show less

Program Support Manager

• Jul 2020 - Aug 2022

-Coordination of data and creation of reports for use across the branch – including analysing performance and quality data and providing thoroughly researched information to the national manager.-Being a central point of contact across numerous stakeholders for the footprints in our branch, ensuring the correct connections are made between relevant stakeholders.-High level communication skills as required both verbally and in writing.-Facilitating discussions in both formal and informal settings regarding issues or areas for improvement – as well as being a stakeholder across numerous forums and providing input and advice as required.-Providing technical assistance (policy, programme, system tools and data analysis) to PQMs, EL1s, EL2s and the national manager as requested-Proactively providing support to PQMs to ensure quality outcomes, including supporting their understanding of CSIs and other metrics.-Managing incidents requiring escalation to the national team on behalf of the national manager.-High level stakeholder engagement, including engaging and supporting a geographically dispersed network of statekholders Show less

Productivity and Quality Manager

• Oct 2019 - Jul 2020

• Leadership – managed a team of service support specialists. • Communication – written and verbal. Preparation of Centre wide communiques, delivering training sessions to staff and leaders, chairing meetings, facilitating forums and discussions regarding technical and behavioural learning opportunities/gaps. • Coaching and mentoring of staff – supporting individual development and achievement against KPIs. Supported the team as a whole to meet KPIs, providing mentorship and coaching to both individuals and the team as a whole. • Remaining agile and responsive – the PQM role requires an agile mindset, allowing for real time priority changes and management of competing work deadlines.• Facilitation of meetings, training and forums – for example building and facilitating a training session to support our leadership group’s understanding of root cause analysis. Analysing and reporting on centre performance results, delivering these reports to both the leadership team and within meetings with our national manager.• Project management – leading project work within the Service Support Officer team and providing one on one and group support to create their project plans, reports and communication of outcomes and achievements. • Management of sensitive information – both Agency and customer information. • High level technical, legislative and policy knowledge and understanding Show less

Service Support Specialist

• Jul 2015 - Oct 2019

Within this role I provide elevated technical support to service support staff, including those on performance managment. I also provide data collection and analysis support to the management team to assist with identifying trends and possible areas for further action. I consistently have to ensure policy is interpreted correctly, including instances where I have to read and understand the underlying legislation. My key achievements in this role include my work within the Technical Support space to ensure quality outcomes through data analysis and reporting, and interpreting and reporting on policy and legislation. Show less

Complaints Representative

• Aug 2013 - Mar 2015