Experience

Victorian Health Promotion Foundation (VicHealth)

• Australia
• Public Health
• 1 - 100 Employee

• Executive Manager, Policy, Strategy & Impact

  • Aug 2021 - Present

  VicHealth is a world-first health promotion foundation, focused on promoting good health and preventing chronic disease. In my role as Executive Manager, Policy, Strategy & Impact I oversee research, policy, evaluation, data and design and execute program investments and partnership activities. I play an active role working with the CEO on the strategic direction of the organisation. VicHealth is a world-first health promotion foundation, focused on promoting good health and preventing chronic disease. In my role as Executive Manager, Policy, Strategy & Impact I oversee research, policy, evaluation, data and design and execute program investments and partnership activities. I play an active role working with the CEO on the strategic direction of the organisation.



LimeBridge Australia

• Australia
• Business Consulting and Services
• 1 - 100 Employee

• Senior Consultant (Contract)

  • Apr 2021 - Aug 2021

  Limebridge Australia is part of a global customer experience consulting group that combines active management principles, effective operational strategies and continuous improvement methods to maximise company performance. During my time at Limebridge I undertook a range of work including 3 months at LifeLine Australia, overseeing an operational review and implementation plan for an Indigenous crisis support service. Limebridge Australia is part of a global customer experience consulting group that combines active management principles, effective operational strategies and continuous improvement methods to maximise company performance. During my time at Limebridge I undertook a range of work including 3 months at LifeLine Australia, overseeing an operational review and implementation plan for an Indigenous crisis support service.



Transurban

• Australia
• Transportation/Trucking/Railroad
• 700 & Above Employee

• Group Executive, Customer

  • Jul 2018 - Jul 2020

  •Direct report to the CEO and member of the Executive Committee, responsible for setting the organisational leadership agenda and strategic objectives including active participation with the Board and Investors•Led the end-to-end customer strategy, product and service development, business transformation opportunities, revenue assurance, process improvement and customer experience outcomes•Successfully led over 300 internal employees (and 400 outsourced employees) across all customer functions on a national basis including customer service, call centre, revenue management and collections, digital, customer experience, marketing, brand, channel management and data analytics•Full P&L accountability of significant budget and ongoing identification and delivery of opportunities to reduce cost and improve service•Consistent delivery of all KPI’s and SLA’s and adherence to numerous Government concession deeds in a highly regulated environment•Led and strengthened stakeholder relationships both internally and externally with Government, regulators, industry bodies and other relevant 3rd parties Show less

• Group Executive, NSW Business Operations

  • Aug 2017 - Aug 2018

  Promoted to the Executive Committee for a 1 year parental leave secondment•Maximised financial returns and the long-term value of Transurban’s 5 toll road assets in New South Wales while ensuring safe and efficient operations•Directly led a team of over 80 employees managing a significant cost base to ensure safe operating standards and contractual KPI’s were achieved and indirectly managed all functions across the market structure including People &Culture, Corporate Affairs, Project Delivery, Asset Management, HSE, Sustainability, Technology, and Customer•Led stakeholder engagement including Government and regulator relationships, in addition to media, Industry bodies and the NSW tolling industry•Drove strategic planning and a program of continuous improvement and identification of further asset development opportunities•Appointed by Transurban as Non-Executive Director of 3 further Boards, Northwestern Roads Group (M7 and NorthConnex), Airport Motorways Limited (Eastern Distributor) and InterLink (M5 Southwest) to govern the company’s significant investment Show less

• General Manager, Customer Operations Australia

  • Jun 2014 - Sep 2017

  •Established a new National Customer Operations function in Australia that provided shared services capability to all three Australian markets and identified complex cost to serve models•Led a team of over 250 staff across all Customer Operations functions on a national basis including Customer Service, Call Centre, Credit and Collections, Billing, Digital, Channel Management, Reporting•Developed and Delivered the Customer Operations Strategy and Business Plan including opportunities for process improvement, business model changes and enhanced Customer Experience outcomes•Managed seven direct reports and led the Customer Operations Leadership Team (COLT), reporting to the Group Executive Customer and HR•Accountable for an $80m operational budget and a $100m revenue target•Ensured all customer KPI’s and SLA’s were clearly defined and measured and strong adherence to concession deeds and customer management contracts•Stakeholder relationships both internally and externally with Government, regulators, industry bodies Show less

• Customer Lead, Queensland Motorways Bid Team

  • Nov 2013 - May 2014

  •Delivered a 40-year valuation model for the Customer and Tolling component of the Queensland Motorways bid (6 toll roads in South-East Qld)•Developed a 5-year strategic plan to identify and implement significant opportunities to maximise value in the acquisition by lowering costs and increasing revenue•Identified key issues and important information resulting from the data room investigation and attended management presentations to interrogate further

• Head of Tolling and Customer Management, Victoria

  • Dec 2011 - May 2014

  •Led a team of 110 staff across all Tolling and Customer Management functions including call centre, customer service, dispute resolution, corporate account management, billing, credit, digital and business initiatives•Managed five direct reports and form a part of the Victorian Leadership Team (VLT), reporting to the Group Executive Victoria•Managed national functions on behalf of the Transurban Group in the areas of e-TAG procurement and delivery, mail house, electronic and SMS delivery channels and retail payment channels•Managed outsourced relationships and KPI’s with key external providers such as call centre, data processing, mail house, debt collection and tag delivery•Delivered business initiatives including process improvement, website optimisation, technology prioritisation and value add projects as agreed by the VLT Show less

• Various Customer focused roles

  • Jun 2002 - Jan 2012

  Undertook a variety of customer focused roles such as Customer Care Manager, Customer Service Manager and Customer Lead on various bid teams.



Virgin

• United Kingdom
• Venture Capital and Private Equity Principals
• 700 & Above Employee

• Worked in London, UK

  • Jan 2000 - Dec 2001

  Spent 2 years working in London in various roles such as Customer Project Manager at Virgin Net and then as Customer Service Manager at a new joint venture between Virgin and Bush TV Spent 2 years working in London in various roles such as Customer Project Manager at Virgin Net and then as Customer Service Manager at a new joint venture between Virgin and Bush TV



Optus

• Australia
• Telecommunications
• 700 & Above Employee

• Various Roles

  • Dec 1994 - Dec 2000

  Various roles across the Customer function, including final role was as Operations Manager of Enterprise Customer Service, a function that supported high value corporate customers. Various roles across the Customer function, including final role was as Operations Manager of Enterprise Customer Service, a function that supported high value corporate customers.