Experience

Trade Republic

• Germany
• Financial Services
• 500 - 600 Employee

• Operational Excellence Lead

  • Aug 2023 - Present

• CS Process Lead

  • Nov 2022 - Present

  Berlin, Germany

• Process Improvement Manager

  • Jan 2022 - Nov 2022

  Berlin, Berlin, Germany



CareerFoundry

• Germany
• E-Learning Providers
• 300 - 400 Employee

• Strategic Partnerships Development Manager

  • Sep 2021 - Jan 2022

  Berlin, Berlin, Germany With a focus on university and partnerships and funding instruments across European governments, in this role I am responsible for bringing our existing products to new markets, and opening up new sources of funding for our customers. Key responsibilities include: * Managing and expanding business relationships with our existing government and university partners to maximise partnership potential * Identifying new business opportunities, conducting market sizing estimates using… Show more With a focus on university and partnerships and funding instruments across European governments, in this role I am responsible for bringing our existing products to new markets, and opening up new sources of funding for our customers. Key responsibilities include: * Managing and expanding business relationships with our existing government and university partners to maximise partnership potential * Identifying new business opportunities, conducting market sizing estimates using top-down and bottom-up methods * Creating business cases to define costs and benefits of expansion with existing partners and prioritising resource needs against potential new partners * Tracking changes to regulations or funding for existing partners and making plans to respond accordingly * Defining go-to-market strategy for new partners, including target customer and competitor research, messaging and content plan (along with Marketing), and follow-up on results, adjusting the strategy post-launch if needed * Carrying out pitch presentations, structuring and negotiating partnership agreements, and managing the onboarding of new partners, as well as maintaining ongoing relationships with partner organisations

• Director of Community (Customer Success / Student Services)

  • Aug 2018 - Aug 2021

  Berlin Area, Germany As the Director of the Community teams, I oversee the department and teams responsible for students after the point of enrolment. I have four teams reporting to me, managing all aspects of the student experience. My role is to: - Set the strategic goals for the department, working with the CEO and board of investors to ensure these meet our objectives as a business - Help define the future impact of the company and how we want to pivot our business (or continue with BAU) to reach… Show more As the Director of the Community teams, I oversee the department and teams responsible for students after the point of enrolment. I have four teams reporting to me, managing all aspects of the student experience. My role is to: - Set the strategic goals for the department, working with the CEO and board of investors to ensure these meet our objectives as a business - Help define the future impact of the company and how we want to pivot our business (or continue with BAU) to reach our desired growth goals - Build the best teams, core capabilities and additional areas of expertise to assist student success - Forecast and plan capacity on the teams to meet growing student needs, and address seasonality - Oversee the budget for the department, including salary, training, tools and other costs - Understand our competitors and predict future trends in online student service - Set student policy, keeping in line with our terms and conditions (or recommend updates where appropriate), as well as make final decisions on individual cases when necessary - Coordinate and facilitate cross-team and cross-departmental collaborations to enrich the student experience and assist with growth goals

• Mentor Experience and Process Improvement Specialist

  • Feb 2018 - Jul 2018

  Berlin Area, Germany The Mentor Team at CareerFoundry is responsible for recruiting, on-boarding and managing a worldwide, remote team of over 120 tutors and mentors who support the student learning experience of our online courses. I actively recruit, on-board and performance manage tutors and mentors, as well as forming the interface between these contractors and the rest of the company. I field, triage and escalate bug reports, liaise with other teams to case-manage student and mentor issues, and produce… Show more The Mentor Team at CareerFoundry is responsible for recruiting, on-boarding and managing a worldwide, remote team of over 120 tutors and mentors who support the student learning experience of our online courses. I actively recruit, on-board and performance manage tutors and mentors, as well as forming the interface between these contractors and the rest of the company. I field, triage and escalate bug reports, liaise with other teams to case-manage student and mentor issues, and produce comms to keep this diverse team engaged and informed. This role continues my career within education, and relies heavily on my stakeholder management and process improvement skills, with an emphasis on stakeholder communications.

• Career Advisor

  • Oct 2017 - Jan 2018

  Berlin Area, Germany Continuing my passion and skill for student recruitment, I joined CareerFoundry as a freelance Career Advisor in late October 2017. This role required extensive product knowledge, recruitment skills, and broad-based industry knowledge in order to inform, engage and excite future students from around the world about our online, self-paced courses in UX/UI Design and Web Development.



University of Sydney

• Australia
• Higher Education
• 700 & Above Employee

• Process Improvement Team Leader

  • Oct 2016 - Apr 2017

  The Student Administration Services Team within the DVC (Registrar) Portfolio is home to myriad teams encompassing the end-to-end student lifecycle, and all process, communication and data management activities associated with student candidature. In this role, I was positioned as an internal consultant with a broad remit to both drive and assist with process improvement across all teams and processes of this business unit, with several hundred employees. My success in this role largely… Show more The Student Administration Services Team within the DVC (Registrar) Portfolio is home to myriad teams encompassing the end-to-end student lifecycle, and all process, communication and data management activities associated with student candidature. In this role, I was positioned as an internal consultant with a broad remit to both drive and assist with process improvement across all teams and processes of this business unit, with several hundred employees. My success in this role largely relied on my ability to manage, engage and communicate with stakeholders in a persuasive and authentic way. In addition to the many technical process analysis and improvement activities I performed in this role, I also drew together the teams who shared responsibility for various processes and functions, ensuring that when the Process Improvement Team withdrew, we left behind not only leaner, more efficient and more accurate processes, but closer and improved relationships within and between teams. I managed a Document Writer, and argued for, won and on-boarded a Data Analyst to assist with process improvement analysis and implementation. In this role I worked closely with the Operations Manager, Communications Manager and Training Team to ensure that process improvements I advocated were data-driven, communicated appropriately to students and other stakeholders, and adequately supported through internal staff training. In this role, I made many concrete improvements which had impacts on student satisfaction, task processing times, efficiency, and staff morale. I used project management, communication, Lean/Six Sigma, business analysis and product advocacy skills. However I am most proud of my stakeholder management abilities in this role.

• Student Recruitment Officer (Product Team)

  • Oct 2015 - Oct 2016

  The Student Recruitment team at Australia's first University is responsible for attracting future students to the University of Sydney, taking our "product" (our courses, facilities, academic reputation and staff) to domestic and international markets, and representing the needs of future students and market to academic stakeholders. My team, Product, looks after the recruitment needs of specific faculties, and is a key bridge between internal and external stakeholder groups, as well as leading… Show more The Student Recruitment team at Australia's first University is responsible for attracting future students to the University of Sydney, taking our "product" (our courses, facilities, academic reputation and staff) to domestic and international markets, and representing the needs of future students and market to academic stakeholders. My team, Product, looks after the recruitment needs of specific faculties, and is a key bridge between internal and external stakeholder groups, as well as leading collaboration between Marketing and Communications and Media teams to achieve business goals for Faculty. As Faculty representatives within the SR team, we are responsible for articulating the vision of our products to other market-facing teams, ensuring representation in all future student collateral and at events, educating our colleagues on product to enable them to tell our story in a compelling way out in market, and working with other teams within SR to tailor our product to target audience segments. We are also linked with industry to ensure our products are fit-for-purpose for future employers of our graduates. The Product role is chiefly comprised of relationship management and stakeholder engagement. I liaise with contacts at all levels of the organisation, from Deans to facilities staff. Building trust and goodwill in these relationships is essential to the success of the Product role. As an Officer on this team, I contribute to Product strategy for our Faculties, conduct and analyse market research on our prospective audience, analyse recruitment and marketing trends to inform our decision-making, and manage a wide range of relationships within Faculty, other University LOBs and professional service units, and various external stakeholder groups. I contribute to marketing and communication collateral and strategy, plan and execute events, and contribute to product reviews.

• Manager of HDR Recruitment (Acting)

  • Jul 2015 - Sep 2015

• Team Leader - Contact and Customer Service

  • Oct 2014 - Jun 2015

  In this role, I led and managed a team of up to 10 permanent and casual employees in a high-pressure, high-volume call centre environment within the University of Sydney. This role commenced during a period of organisational and process change, giving me deep experience of change management as an embedded staff member and from a project-based standpoint. I helped lead the initiative to ensure knowledge transfer from other teams prior to the centralisation of several services to our… Show more In this role, I led and managed a team of up to 10 permanent and casual employees in a high-pressure, high-volume call centre environment within the University of Sydney. This role commenced during a period of organisational and process change, giving me deep experience of change management as an embedded staff member and from a project-based standpoint. I helped lead the initiative to ensure knowledge transfer from other teams prior to the centralisation of several services to our team, requiring excellent stakeholder management skills and process mapping and documentation. After this initial transition period, I was responsible for information quality and the continual upkeep of our knowledge databases and resources. As Team Leader, I took the initiative to be responsible as not only business owner and SME for the module of the University's software system that we used, but also for the data that pertained to our duties. I undertook technical analyst duties to ensure the smooth daily operation of our portion of the system, involving data quality assurance, root cause problem solving, and reporting. As a result, I worked closely with the developers on fixes, work-arounds and new releases, and then was involved in UAT for these fixes when launched. This has given me a working understanding of relational databases, SQL, root-cause problem solving, the SLDC, software testing including regression testing and documentation, data stewardship, and enterprise-scale software solutions in general. On the management side of this role, along with my own management team I was responsible for recruiting, managing, coaching, developing and disciplining my staff members. I managed workload distribution for the team across enquiry channels, ensuring the team met and exceeded service level agreements, meeting the business needs of our Line of Business. Prior to leaving this role, I completed extensive documentation of user stories within the system for training purposes.



Financial Resolutions Australia

• Legal Services

• Case Manager

  • Apr 2012 - Apr 2013

  Sydney, Australia In this role, I performed end-to-end case management for clients seeking financial advice dispute resolution. We represented clients of major Australian banking institutions who had been given poor financial advice and were seeking compensation. My duties in this role included: - Initial assessment of case files and the possibility of claims - Assessment and calculation of potential compensation amounts - Interpretation of corporations law to determine responsibility of the… Show more In this role, I performed end-to-end case management for clients seeking financial advice dispute resolution. We represented clients of major Australian banking institutions who had been given poor financial advice and were seeking compensation. My duties in this role included: - Initial assessment of case files and the possibility of claims - Assessment and calculation of potential compensation amounts - Interpretation of corporations law to determine responsibility of the financial institutions and where this was breached - Detailed examination of evidence of fraud and forgery on client case files - I was responsible for discovering instances of client signature forgeries on several Statements of Advice which were integral to our case for increased compensation - Interpretation of bank policy to understand whether the institutions had breached their own standards - Interpretations of financial planning best practice frameworks to demonstrate negligence - in order to do this, I completed industry-standard (Kaplan) training in financial planning - Reading the minutes and interpretation of the Senate Inquiry into the Banking Sector to strengthen our clients’ cases - Client and stakeholder management throughout the claims process - Large amounts of correspondence to financial institutions, regulatory bodies, politicians and other stakeholder groups, including significant lobbying for increased involvement of politicians and regulatory bodies - Meeting with the financial advice compensation scheme’s project leader to argue our clients’ cases The result of this highly detailed work and months of persistence was twofold. First, I achieved a significant increase in the amount of compensation offered to our clients. Second, through the work of my firm, a Senator we got interested in these cases, the original whistleblower from one financial institution, and a dedicated journalist, we successfully agitated for a Royal Commission into the Banking Sector. Show less



UGL

• Australia
• Engineering Services
• 700 & Above Employee

• Research Assistant

  • Nov 2008 - Nov 2009

  Sydney, Australia In this role I assisted the Managing Director of the UGL Infrastructure Group in completing a DBA focused on the "intellectual capital" of project leads in the company, and whether the recognised metrics for IC could be shown to have a quantifiable impact on the financial success of projects. For this role, I quickly gained a working knowledge of the process of engineering project management, the current state of literate on intellectual capital, as well as learned to use PRSS and Excel for the… Show more In this role I assisted the Managing Director of the UGL Infrastructure Group in completing a DBA focused on the "intellectual capital" of project leads in the company, and whether the recognised metrics for IC could be shown to have a quantifiable impact on the financial success of projects. For this role, I quickly gained a working knowledge of the process of engineering project management, the current state of literate on intellectual capital, as well as learned to use PRSS and Excel for the statistical element of the research. Additionally, I worked as administrative assistant for a large group of infrastructure engineers, supporting all functions including tender submissions, accounting and invoicing, HR including screening candidates and organising relocations for international hires, as well as general office assistance. Show less