Adrian Gover Email & Phone Number

Sydney, Nsw, Au

Client - Leighton Contractors Pty Ltd, Sydney / CPB ContractorsOracle Functional Consultant Modules Supported – HR, Payroll, OTL, OLM, Self Service (ESS and MSS)• POIT Functional Lead within the Oracle BAU Support Team• Responsible for Incident and Problem management as well as work allocation and queue management.• Assisting team members with incident prioritisation based on business requirements• Train and mentor new members of the Oracle BAU Support Team… Show more Client - Leighton Contractors Pty Ltd, Sydney / CPB ContractorsOracle Functional Consultant Modules Supported – HR, Payroll, OTL, OLM, Self Service (ESS and MSS)• POIT Functional Lead within the Oracle BAU Support Team• Responsible for Incident and Problem management as well as work allocation and queue management.• Assisting team members with incident prioritisation based on business requirements• Train and mentor new members of the Oracle BAU Support Team (including on and off-shore)• Played a key role in the project team responsible for resolving significant performance issues within the Payroll and OTL modules• Functional Lead from the Oracle BAU Support Team and main point of contact for the business after the Wages Go-Live project. Ensuring the Oracle BAU Support Team were correctly prioritising issues then providing regular progress updates and resolution timeframes to the business• General support activities including Creation of Migration and Patch Request forms, creating and updating functional specifications and BR100’s, conducting System Integration Testing (SIT), conducting User Acceptance Testing (UAT) on behalf of the business in circumstances where business resources were not available and management of Oracle Service RequestsClient - MTU Detroit Diesel Australia Pty Ltd, Sydney Oracle HRMS/Payroll Consultant Modules Supported – HR, Payroll, Self Service (ESS and MSS)• Implementing Oracle Payroll solution based on complex business requirements• Provided ongoing Functional Support to the HR and Payroll Team post implementation• Provided training / knowledge transfer for the HR and Payroll Teams• System Integration Testing (SIT)• Gathering data and reviewing business processes as part of an audit Show less

• Australian point of contact for escalated payroll issues and clarification of Australian legislation• Review and approve work instructions & training material during the transition of the payroll function to the Philippines• Monitor and provide feedback on the performance of the Philippines Payroll Team• Lead the Australian Payroll Team, monitoring performance and address any issues• Communicate management objectives to the Australian Payroll Team and ensure that the efforts… Show more • Australian point of contact for escalated payroll issues and clarification of Australian legislation• Review and approve work instructions & training material during the transition of the payroll function to the Philippines• Monitor and provide feedback on the performance of the Philippines Payroll Team• Lead the Australian Payroll Team, monitoring performance and address any issues• Communicate management objectives to the Australian Payroll Team and ensure that the efforts of the team are focused on achieving these objectives• Assist in the recruitment of Payroll Officers • Provide payroll advice to HR Management Team and assist interpret employment contracts & award conditions• Day to day processing of the Australian payroll including first approver of fortnightly pay runs, group tax, payroll tax and reconciliation and payment of superannuation Show less

• Lead & manage the annual performance and salary review process in Australian and New Zealand, working closely with Directors & Managers to ensure reviews support business results• Assist in the launch and administration of incentive or bonus plans• Research appropriate remuneration rates based on market information and provide input into new business pricing to meet business growth and cost management objectives• Manage relationship between employees and salary packaging… Show more • Lead & manage the annual performance and salary review process in Australian and New Zealand, working closely with Directors & Managers to ensure reviews support business results• Assist in the launch and administration of incentive or bonus plans• Research appropriate remuneration rates based on market information and provide input into new business pricing to meet business growth and cost management objectives• Manage relationship between employees and salary packaging provider• Research, implement and evaluate new benefit programmes across the Australian organisation• Australia and New Zealand HRMS business process owner• Provide timely support and direction to the HRMS development team to ensure upgrades and technological changes meets local business requirements• Provide support and education to HR Team as needed Show less

• Design, document and implement education and reference materials for TeleTech’s HRMS • Ensure that all HRMS users are provided with timely education relevant to their position• Work with the Learning & Development team to maintain induction materials • Work with the HRMS implementation team to develop and document process workflows as they relate to the TeleTech business, incorporating these into education materials• Work with the HR Director and HRIS Manager to enhance the… Show more • Design, document and implement education and reference materials for TeleTech’s HRMS • Ensure that all HRMS users are provided with timely education relevant to their position• Work with the Learning & Development team to maintain induction materials • Work with the HRMS implementation team to develop and document process workflows as they relate to the TeleTech business, incorporating these into education materials• Work with the HR Director and HRIS Manager to enhance the content of the respective HR related Intranet sites, building the profile and use of the sites as valuable learning resources• Coach and mentor HR team • Provide support and education to the HR team when systems issues occur• Facilitate train the trainer sessions for appropriate members of the HR team as required Show less

• Design, deliver and review training for current and new programmes• Design and deliver courses to up-skill existing employees in relation to client expectations• Design deliver and review soft skills courses• Conduct training needs analysis for programme specific development• Delivery of company induction• Regularly post training follow up at Team Leader meetings and obtain feedback on effectiveness of training programmes • Consult with Operations Managers and Team… Show more • Design, deliver and review training for current and new programmes• Design and deliver courses to up-skill existing employees in relation to client expectations• Design deliver and review soft skills courses• Conduct training needs analysis for programme specific development• Delivery of company induction• Regularly post training follow up at Team Leader meetings and obtain feedback on effectiveness of training programmes • Consult with Operations Managers and Team Leaders to keep abreast of changes and new developments in relation to programmes• Develop and maintain working relationships with all parts of the business and work effectively with Team Leaders and Operations Managers to ensure support of program training• Proactively educate and promote the Learning and Development function to the wider business Show less

• Provide leadership, coaching and mentoring to a team of Customer Service Rep’s to optimise sales and service performance• Manage the team in handling inbound and outbound telephone calls, faxes, mail and e-mails• Ensure that sales and lead opportunities from each contact channel is maximised through effective cross-selling and up-selling• Analyse performance information and statistics on a daily, weekly and monthly basis, identifying trends at individual and team level… Show more • Provide leadership, coaching and mentoring to a team of Customer Service Rep’s to optimise sales and service performance• Manage the team in handling inbound and outbound telephone calls, faxes, mail and e-mails• Ensure that sales and lead opportunities from each contact channel is maximised through effective cross-selling and up-selling• Analyse performance information and statistics on a daily, weekly and monthly basis, identifying trends at individual and team level • Active coaching for improved call performance, addressing any performance issues in an appropriate and timely fashion• Identify training needs for Customer Service Rep’s• Manage escalations from staff• Communicate management objectives to the team• Use forecasted call volumes to plan the allocation of resources• Monitor program performance real time and making adjustments to meet service level• Assist in the recruitment of Associates by participating in the interview process Show less

• Assist Team Leaders in the daily running of the call centre • Provide support and guidance to frontline staff (CSR’s), assisting in the achievement and maintenance of the productivity targets• Escalation point for all CSR’s on appropriate programs• Performed leadership role in absence of Team Leader. • Identification of training needs for CSR’s in their team, and notifying Team Leader of needs• Assist with specialised product training where required• Act as a coach to… Show more • Assist Team Leaders in the daily running of the call centre • Provide support and guidance to frontline staff (CSR’s), assisting in the achievement and maintenance of the productivity targets• Escalation point for all CSR’s on appropriate programs• Performed leadership role in absence of Team Leader. • Identification of training needs for CSR’s in their team, and notifying Team Leader of needs• Assist with specialised product training where required• Act as a coach to the team of CSRs both informally and through formal coaching sessions• Support the Team Manager by conducting regular 1-1 meetings with team Show less