Experience

Ezypay

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

• Head of Customer Service and Operations

  • Nov 2021 - Present

  Lead the support, operations and compliance functions across all operating jurisdictions. Implement scalable processes, systems and tools to support continued growth. Manage risk in line with business appetite and ensure compliance with external parties, including local regulators. Design and implement ongoing operating rhythm and metrics to monitor business performance. Lead the support, operations and compliance functions across all operating jurisdictions. Implement scalable processes, systems and tools to support continued growth. Manage risk in line with business appetite and ensure compliance with external parties, including local regulators. Design and implement ongoing operating rhythm and metrics to monitor business performance.



MYOB

• Australia
• Software Development
• 700 & Above Employee

• • Feb 2020 - Jul 2021

  Led the Operations function within Enterprise division to deliver best practice experiences for clients and partners at lowest cost to serve. Managed teams that provided administrative, financial and data analysis functions. Developed and delivered the ongoing strategy of the division in relation to the rollout of best-of-breed digital solutions and executed delivery with key stakeholders across the business. Provide strategic direction for the Operations group, ensuring that the KPIs, structures and ways of working were aligned with the division and company’s strategy. I recently delivered strategic program to transform the back-office customer relationship management (CRM) and enterprise resource planning (ERP) systems/processes. Show less

• • Mar 2019 - Feb 2020

  I was responsible for leading the Operations and Support groups (9 reports, 73 staff) to deliver best practice experiences for clients and partners at the lowest cost to serve. I have played a key role in developing the strategy in relation to the rollout of best of breed digital solutions and executing their delivery in collaboration with key stakeholders from across the business while managing the teams that provide administrative, financial, onboarding, data analysis, customer service, product support and sales support.● Change Management● Continuous Improvement● Cost Reduction● Customer Experience● Digital Solutions● Employee Engagement● Financial Services● Operations Management● People Leadership & Mentoring● Performance Management● Process Improvement● Project Management● Service Delivery● Stakeholder Management● Strategy Planning & Execution● System Enhancement● Technology Show less

• • Mar 2017 - Mar 2019

  This role involved leading the Operations (3 reports, 16 staff) and Support (4 reports, 30 staff) groups across the ERP and HCM verticals, successfully lifting the engagement score of the partially restructured Support group from 67% (Jul 2017) to 81% (Nov 2017) in just 5 months after commencing this role. I also sponsored the implementation of Salesforce for Greentree sales and support teams, which involved managing project and change activities to ensure this was completed under budget and within schedule. At the same time, I formulated an inaugural strategy for these groups and identified transformational opportunities for the group such as the introduction of senior layer of Analysts and training programs to help staff keep up to date with changing technology and implementation best practice for product‐specific service delivery models. Show less

• • Nov 2013 - Feb 2017

  My success in this role relied on my ability to lead, coach, motivate and develop the Operations group (3 reports, 12 staff), effectively managing the provision of administrative, financial and sales support to the division with responsibility for all internal systems. I also provided operational support across all aspects of divisional business operations, including managing executive and Board reporting, cross-divisional communications, and internal/external communications and presentations as well as coordinating and managing divisional business improvement initiatives and projects. Show less

• • Jun 2011 - Oct 2013

  Providing operational support to the division in relation to all aspects of running the divisional businesses involved managing executive reporting, board reports, cross-divisional communications and internal/external communications and presentations. I also coordinated and managed divisional business improvement initiatives and projects, acting as the key point of contact for internal IT systems and processes. This included facilitating the design of client and partner experiences, and internal processes for the rollout of a new product, MYOB Advanced and managing the delivery of new system functionality with internal Siebel development teams. I also chaired workshops with Australian and New Zealand Operations teams to create unified processes across both regions and improve the ways teams communicated and worked together. Show less



Command Group

• Australia
• Staffing and Recruiting
• 1 - 100 Employee

• Administration Manager

  • Jan 2008 - Jun 2011

  Managed a productive and quality-driven administration team. Maintained company database to ensure high standard of data integrity. Lodged 457 visa applications and ensured ongoing compliance with Immigration Sponsorship facility. Liaised with external parties on matters relating to the services and materials for the company. Managed a productive and quality-driven administration team. Maintained company database to ensure high standard of data integrity. Lodged 457 visa applications and ensured ongoing compliance with Immigration Sponsorship facility. Liaised with external parties on matters relating to the services and materials for the company.



Alfred Publishing

• • Sep 2006 - Nov 2007

  Managed flow of stock through warehouse, encompassing both incoming shipments and outgoing customer orders. Managed team of five full-time staff plus casuals. Maintained stock levels through regular purchasing and ensured WMS was accurate and up-to-date.

• • Mar 2006 - Aug 2006

  Co-ordinated all stock ordering from placement of order with the supplier to receipt of incoming goods. Liaised with freight companies and vendors to ensure shipments arrived on time. Regularly updated inventory database and tightly controlled stock value and movement.



Hudson Global

• United States
• Staffing and Recruiting
• 700 & Above Employee

• Team Co-ordinator

  • Oct 2005 - Feb 2006



Allans Music + Billy Hyde

• Administration 2IC

  • Nov 2004 - Sep 2005