Mission Australia exists to reduce homelessness and strengthen communities throughout Australia.Mission Australia Housing (MAH) is integral to these objectives through the provision of secure long housing for around 3000 Australians in NSW, TAS, VIC and QLD.As Business Performance Manager and a member of the MAH National Management Team reporting to the Executive - Housing, Mission Australia I am responsible for ensuring that all business functions are aligned with and contribute to the overall achievement of the strategic direction.- Board level whole of Business Performance Reporting - Stakeholder reporting to government funders and regulators.- Internal and External compliance - Business Process improvement- IT systems alignment to business requirements.- Business Plan development and progress monitoring- supporting major tenders for IT and Reporting requirementsKey contributions to date include:Performance Scorecard:Development of an MAH Performance Scorecard that allows Board and Management to monitor business performance across a number of perspectives including: Strategic Objectives, Customer Satisfaction, Regulatory Compliance, Operational Effectiveness and Financial Sustainability.This Scorecard followed a "Balanced Scorecard' approach and enables the Board and management to monitor contributing factors that ensure achievement of overall strategic objectives.Regulatory Compliance:Successful completion of the Annual Compliance process under the National Regulatory System for Community Housing (NRSCH) and the Housing Registrar of Victoria for FY15 and FY16.Business Planning:Development of the MAH Business Plan in collaboration with the Executive Housing and National Management team.Building a Business Performance team:The Business Performance team includes a Compliance Project Coordinator and Business Analyst who report to me.

Mission Australia (MA) is one of Australia’s largest Community Service organisations with a $600M service portfolio and over 2500 staff. MA exists to reduce homelessness and build stronger communities across Australia.Contributions:System Development: Developed a complete management framework for Contract Lifecycle Management and oversaw the development of ‘ContraX’, a system that allows executives to view future revenue pipeline, improve compliance and lower contract breach costs. Total savings are estimated at between $500k and $1m annually.Business Strategy Analysis: Employment Services 2015 - 2020 Job Active Tender OptionsDeveloped a Strategy Decision Paper that made recommendations for how MA should approach the $500M /5 year Commonwealth Government Employment Services tender. The business transformation process recommended by my paper is now being used by Mission Providence (MP) to inform organisational arrangements. Strategic Management System and Performance Management:Developed a framework for an holistic Strategic Management System based on a Kaplan and Norton model incorporating Strategy Formulation, Implementation and Performance Management using Balanced Scorecards. Partnership Management FrameworkDeveloped a Partnership Management Framework that allows MA to manage partnership risk through improved partner selection, due diligence and sub-contracting processes. The framework has been endorsed by executive and currently in the implementation phase.Risk Management: Business case for centralised Incident and Risk Management SystemDeveloped the business case to implement a Risk and Incident management system based on ‘Riskware’. The system has been approved for deployment and is estimated to save around $150k per year.Quality Systems:Developed the business case to save up to $500k per year on Quality System accreditation costs that result from lower cost accreditation processes and less interruption to service delivery.

In this role I helped organisations transform their sales and service functions though management and technology consulting with the objectives of simultaneously improving customer experience and creating organisational efficiencies.

As a business consultant, supporting the sales channel I aligned Pitney Bowes software solutions with client marketing and customer strategies.Pitney Bowes Software helps large scale B2C companies to treat each of their customers 'as if they were the only one' and maximise lifetime customer value through the application of advanced customer analytics and communication technologies.

Andrew Cassin have assisted hundreds of businesses with the design and implementation of Operational Customer Relationship Management (CRM) systems. Key clients included: ING Direct, AMP, CBA, Colonial First State, MLC, Multiplex Capital, Reed Publishing & Caltex.Projects ran from 1 week to 6 months dependong on client requirements. Services included: Needs analysis, system design, installation, training and ongoing support.

Brown & Root Services / Halliburton (Consulting - Engineering)Business Analyst/Business Development, Sydney, AustraliaJan 1999 - July 2000Bateman Brown & Root Asia Pacific (Consulting - Mineral Processing)Business Analyst/Business Development, Sydney & Perth. AustraliaJuly 1997 - Jan 1999Achievements: Implementation of 100 seat CRM system throughout Australia: Developed and implemented a centralised client and prospect management system that served user requirements and enabled real time management reporting on new business pipeline. Aligning the needs of management with end users and then customising the system to users requirements was key to success. Implemention time:12 months.Presenting marketing activity and future pipeline reports at weekly management meetings.

Australian National Industries (1994-1997)Sales Engineer – NSW (1997)Project Mechanical Design Engineer, Milwaukee, WI, USA Jan 1996 – Dec 1996Product Development Engineer, Brisbane, AustraliaJan1995 - Dec 1995QA Engineer, Newcastle, AustraliaMar 1994 - Dec 1994