Experience

PetSure (Australia)

• Australia
• Insurance
• 200 - 300 Employee

• Workforce Planning & Capability Manager

  • Aug 2021 - Present



The NRMA

• Australia
• Civic and Social Organizations
• 700 & Above Employee

• Senior Workforce Planner

  • Feb 2017 - Aug 2021



Savi Business Solutions

• Sydney, Australia

• Director

  • Mar 2012 - Aug 2021

  Independent firm assisting clients in re-positioning existing operating structure to deliver true operational excellence in all customer service environments and channels. • Operational Performance diagnostic • Management Consulting • Workforce Planning Consulting • MI Reporting • Change management • Budget Planning • Multi-Channel Planning & Analysis • Project management Independent firm assisting clients in re-positioning existing operating structure to deliver true operational excellence in all customer service environments and channels. • Operational Performance diagnostic • Management Consulting • Workforce Planning Consulting • MI Reporting • Change management • Budget Planning • Multi-Channel Planning & Analysis • Project management



NEC Australia

• Australia
• IT Services and IT Consulting
• 700 & Above Employee

• WFM Consultant - Genesys Solution Architect (Contract)

  • Sep 2016 - Nov 2016

  WFM Genesys support for NSW Family & Community Services (FACS) as part of the Phase 1 of the One Contact Centre Project (One CCP) WFM Genesys support for NSW Family & Community Services (FACS) as part of the Phase 1 of the One Contact Centre Project (One CCP)



dhp ltd

• United Kingdom
• Business Consulting and Services
• 1 - 100 Employee

• Business Change Consultant (6 month Contract)

  • Mar 2016 - Sep 2016

  Management Consulting and Implementation of a Back Office work management system into two offshore locations in India. • Process Management • EG Work Manager implementation • Business Process re-engineering • MI Analysis & Production • Operational Management and Leadership • Capacity Planning Management Consulting and Implementation of a Back Office work management system into two offshore locations in India. • Process Management • EG Work Manager implementation • Business Process re-engineering • MI Analysis & Production • Operational Management and Leadership • Capacity Planning



IAG

• Australia
• Insurance
• 700 & Above Employee

• Snr Forecaster Scheduler‏ / BA

  • May 2014 - Mar 2016

  Senior Analyst in Workforce Management team assisting in Strategic and Tactical initiatives for key IAG retail insurance brands. • Operational Change planning • Budget Planning • Program/Project Resource Planning • System Implementation Analysis (Guidewire Claim Centre) • Workforce Management • Tactical Planning • Project Management • New Business Scoping Senior Analyst in Workforce Management team assisting in Strategic and Tactical initiatives for key IAG retail insurance brands. • Operational Change planning • Budget Planning • Program/Project Resource Planning • System Implementation Analysis (Guidewire Claim Centre) • Workforce Management • Tactical Planning • Project Management • New Business Scoping



Lloyds Bank

• United Kingdom
• Banking
• 700 & Above Employee

• Operations Planning Lead (Contractor)

  • Nov 2013 - Feb 2014

  Contracted to assist in planning operational targets and resource productivity management for the Interest Rate Hedging Product (IRHP) Review for Lloyds Bank. Involvement with liaising and communicating operational plans and target performance with multiple internal and external stakeholders, consultancy agencies and independent contractors. Key functions of role included developing and implementing a new Operational Model, maintain and present daily dashboards on performance… Show more Contracted to assist in planning operational targets and resource productivity management for the Interest Rate Hedging Product (IRHP) Review for Lloyds Bank. Involvement with liaising and communicating operational plans and target performance with multiple internal and external stakeholders, consultancy agencies and independent contractors. Key functions of role included developing and implementing a new Operational Model, maintain and present daily dashboards on performance, reviewing forecast and plans. Show less Contracted to assist in planning operational targets and resource productivity management for the Interest Rate Hedging Product (IRHP) Review for Lloyds Bank. Involvement with liaising and communicating operational plans and target performance with multiple internal and external stakeholders, consultancy agencies and independent contractors. Key functions of role included developing and implementing a new Operational Model, maintain and present daily dashboards on performance… Show more Contracted to assist in planning operational targets and resource productivity management for the Interest Rate Hedging Product (IRHP) Review for Lloyds Bank. Involvement with liaising and communicating operational plans and target performance with multiple internal and external stakeholders, consultancy agencies and independent contractors. Key functions of role included developing and implementing a new Operational Model, maintain and present daily dashboards on performance, reviewing forecast and plans. Show less



Invesco US

• United States
• Investment Management
• 700 & Above Employee

• Resource Planning & MI Team Manager

  • Oct 2012 - Nov 2013

  Ensuring team delivers low variance forecasting across multiple contact methods, delivering optimal scheduling practices to meet service level agreements and key performance indicators. Development of on-going Performance and MI reporting models based on a fluid environment for multiple segments of the contact centre. Creating accurate headcount models that provide capacity modelling, service level forecasts and supports recruitment strategy decisions. Ensuring team delivers low variance forecasting across multiple contact methods, delivering optimal scheduling practices to meet service level agreements and key performance indicators. Development of on-going Performance and MI reporting models based on a fluid environment for multiple segments of the contact centre. Creating accurate headcount models that provide capacity modelling, service level forecasts and supports recruitment strategy decisions.



dhp ltd

• United Kingdom
• Business Consulting and Services
• 1 - 100 Employee

• Consultant

  • Apr 2012 - Jun 2012

  Providing business process efficiencies and operation excellence to a leading UK insurance company. Deep dive analysis of all call centre metrics and creating tools to track and deliver business targets with optimal resources and cost reduction. Providing business process efficiencies and operation excellence to a leading UK insurance company. Deep dive analysis of all call centre metrics and creating tools to track and deliver business targets with optimal resources and cost reduction.



Optus

• Australia
• Telecommunications
• 700 & Above Employee

• Senior Business Evaluation Analyst

  • Jun 2008 - Apr 2012

  Mid to long-term range forecasting of workload volumes and staffing requirements for multiple contact types/groups across various global sites. Agreeing and ensuring suitable recruitment plans for multiple global work groups in conjunction with business workload capacity and budgets. Supporting the Opex budget process with headcount requirements and monitoring forecast to budget. Creations of monthly reports detailing Headcount, Shrinkage, Workload, Attrition and budget… Show more Mid to long-term range forecasting of workload volumes and staffing requirements for multiple contact types/groups across various global sites. Agreeing and ensuring suitable recruitment plans for multiple global work groups in conjunction with business workload capacity and budgets. Supporting the Opex budget process with headcount requirements and monitoring forecast to budget. Creations of monthly reports detailing Headcount, Shrinkage, Workload, Attrition and budget comparisons for multiple work groups. Analysing opportunities to improve call centre performance, resource management efficiency, forecasting practices and accuracy. Show less Mid to long-term range forecasting of workload volumes and staffing requirements for multiple contact types/groups across various global sites. Agreeing and ensuring suitable recruitment plans for multiple global work groups in conjunction with business workload capacity and budgets. Supporting the Opex budget process with headcount requirements and monitoring forecast to budget. Creations of monthly reports detailing Headcount, Shrinkage, Workload, Attrition and budget… Show more Mid to long-term range forecasting of workload volumes and staffing requirements for multiple contact types/groups across various global sites. Agreeing and ensuring suitable recruitment plans for multiple global work groups in conjunction with business workload capacity and budgets. Supporting the Opex budget process with headcount requirements and monitoring forecast to budget. Creations of monthly reports detailing Headcount, Shrinkage, Workload, Attrition and budget comparisons for multiple work groups. Analysing opportunities to improve call centre performance, resource management efficiency, forecasting practices and accuracy. Show less



Stellar

• Australia
• Outsourcing and Offshoring Consulting
• 300 - 400 Employee

• Workforce Planner/ (Business Analyst)

  • Jun 2007 - Jun 2008

  Creating and monitoring forecasts, providing post event reporting and presentation of performance. Facilitating meetings and documentation. Business modelling and pricing analysis, various ad-hoc analyses. Client relationship management. Business optimisation analysis, process re-engineering. Creating and monitoring forecasts, providing post event reporting and presentation of performance. Facilitating meetings and documentation. Business modelling and pricing analysis, various ad-hoc analyses. Client relationship management. Business optimisation analysis, process re-engineering.



HSBC

• United Kingdom
• Financial Services
• 700 & Above Employee

• Business Analyst

  • Dec 2005 - Jun 2007

  Credit Card/Store Credit departmental reporting. e-Channel management (Internet, Phone Banking and ATM), managing customer migration projects. User/systems testing and actioning legislative changes. Developing/Reviewing online collateral. Facilitating internal/external stakeholder meetings, presentations and strategic consumer analysis. Credit Card/Store Credit departmental reporting. e-Channel management (Internet, Phone Banking and ATM), managing customer migration projects. User/systems testing and actioning legislative changes. Developing/Reviewing online collateral. Facilitating internal/external stakeholder meetings, presentations and strategic consumer analysis.



GE

• United States
• Industrial Machinery Manufacturing
• 700 & Above Employee

• Senior Direct Sales Associate

  • Aug 2004 - Nov 2005