Experience

Schools Ministry Group

• Australia
• Non-profit Organization Management
• 1 - 100 Employee

• Chief Executive

  • Dec 2022 - Present

• Board Director - NFP Voluntary Position

  • May 2019 - Dec 2022

  Strategic Management & Leadership. Sustainability and Fundraising. Finance, Governance, Audit and Risk, Compliance. Legislative, Government Regulation and State Funding. People, Culture and Organisational Development, Stakeholder Partnerships and Collaborations. Board Relationship & CEO Support.



Ipau

• Australia
• Information Technology & Services
• 1 - 100 Employee

• General Manager

  • Jan 2019 - Dec 2022

  Leadership of all operational accountabilities including, Workforce Planning, HR, Finance, Service Delivery, ICT and Digital Enablement, Sales and Account Management. Strategic direction for Annual Operating Plan, Company Profit and Loss, Marketing and Acquisition. Leadership of all operational accountabilities including, Workforce Planning, HR, Finance, Service Delivery, ICT and Digital Enablement, Sales and Account Management. Strategic direction for Annual Operating Plan, Company Profit and Loss, Marketing and Acquisition.



Optus

• Australia
• Telecommunications
• 700 & Above Employee

• Channel Operations Manager

  • Mar 2016 - Oct 2018

  •Leadership and Development of 185 Staff with 13 Direct Reports across Sales, Service and Retention•Compliance and Management of 12.9M Operational Budget and 2.8M CAPEX Budget•Service Level Management and Workforce Planning of 3.1 Million Customer Contacts•Embedded New Coaching and Quartile Measurement Program to lift performance resulting in Q2 FY19 producing the Strongest Performance in Six Years •Strategy and Start-Up of New Dedicated Move Solutions Team including Business Process Redesign. Improved Customer Move Retention from 52.0% to 83.5% delivering 11.5 Million Increased Revenue•Business Process Redesign of Outdated Hardware and Logistics Operations to improve customer experience and remove waste. Delivered Revenue Savings of 3.1 Million through Innovation Improvements •Recruitment and Start-Up of New Optus Customer Retention Function including New CRM. Delivered lift in Customer Retention from 46.0% to 65.0% Retaining 10,565 Customers and 6.6 Million Additional Revenue •Delivered Online Customer Self-Serve Digital Mix Improvement from 18.3% to 59.5% •Achieved Best Practice +16 Point Lift in Your Voice Staff Engagement Survey (Towers Watson)•Delivered 23.0% Improvement in Optus SCORE Leadership Capability Framework •Lifted Customer Net Promoter Score (NPS) from 58.6% to 65.1% (Q2-Q3 FY18/19)

• Service Assurance Manager

  • Aug 2011 - Feb 2016

  •Global Leadership of 300 Staff across Australia and Outsourced Partner Sites on 24/7 Rotation•Key Stakeholder Management of 400+ Field Service Technicians (Optus Technicians and Contractors) •Customer Management of Circa 3000 Open Technical Faults and Outages across Metro and Rural Areas•Service Level and Workforce Planning Management of 2.1 Million Customer Contacts•Compliance and Management of 7.8M Operational Budget and 5.6M CAPEX Budget•Managed Start-Up of the Optus Sport English Premier League (EPL), TV and Content Service Assurance Team•Leadership and Change Management of 120 Staff through a Job Role Regrading’s for New Start-Up Service Assurance Case Management Team•Project Managed the Start-Up of New Dedicated 24/7 Rostered Small Business Premium Support Team•Managed 2 x Large Scale Team Redundancies and Team Redeployment with circa 100 Staff Impact•Delivered Successful Merger of 4 x Cross Functional Teams (Service and Sales) including Site Relocation•Delivered 2.4 Million Cost Out from Operational Process Redesign linked to Incorrect Field Technician Visits•Successful E2E System Integration and Project Implementation of an Outbound Contact Centre Dialer•Achieved No.1 Ranking Site for Customer Net Promotor Score (NPS) and Staff Engagement (2016)•Individual Optus Performance Development Rating (PDR.1 Achievement) (2014)

• Business Performance & Operations Manager

  • Jun 2008 - Jul 2011

  •Indirect Cross Functional Leadership of 112 Contact Centre Staff with 15 Direct Reports across Campaign Management, Business Process, Forecasting and Scheduling Reporting and Customer Experience•Accountability for AOP, Strategy, Monthly Target Setting, Commissions, E2E Process and Systems•Design, Development and Implementation of New Monthly Commission Target Setting and Forecasting Model (Target Setting Engine). This New Model delivered Operational Budget Forecasting Accuracy of 101.0% Achievement (Budget: 1.98M; Actual: 1.99M)•Design, Implementation and Training of New Commission Plan along with Embedding New Monthly Target Rollout Communication Strategy•Delivered 99.0% Commercial Workforce Planning Accuracy across Queue Demand and Outbound Contacts •Delivered +20 Point Lift in Your Voice Engagement (Towers Watson)•Successful External Vendor Project Management (Solterbeck) of New Digital Sales Performance Tool

• Forecasting and Planning Analyst

  • Feb 2006 - May 2008

• Campaign Manager (Small Medium Business)

  • Mar 2003 - Jan 2006



MLC Life Insurance

• Australia
• Insurance
• 700 & Above Employee

• Marketing Development Manager

  • Jan 2001 - Oct 2002

• Business Performance Manager

  • Apr 1998 - Dec 2000