Leadership matters. Leaders have a disproportionate impact on the performance, culture and safety of our teams. I'm excited and privileged to connect leaders at all levels with the capability, tools and development experiences to positively impact performance and culture and align behind the things that matter most.

Acting as the Capability conduit between the CCC, L&D, HR and Capability teams, the purpose of this role is to deliver relevant and quality step change in the Capability of the CCC community via developing and execution of learning and development programmes/ initiatives. Areas of responsibility include:• Sales and Service Capability Analysis and Planning • Design, Build and Review of Sales and Service Capability Courses and Programs• Capability Delivery• Delivery Planning, Assessment and Post Analysis • Quality, Coaching and Embedding

Focusing on Process Improvement, Sales & Support, Performance Measurement and end to end Business Integration. Implementation of client, campaign and business strategy Achievement of agreed sales forecasts via relationships within sales management and clients Managing of revenue, cost and profitability at a business, product and customer level  Ensuring the organisational structure, resources, processes and systems support business requirements Ensuring the Sales and Service channels are appropriately managed and monitored against budget and forecast Ensuring products/solutions are competitive in terms of offer, package, delivery mechanism and price Growth and development of motivated and well-trained and skilled people Ensuring Sales and Service teams are appropriately engaged in the agreed strategy and sales targets  Formal and informal reward programs stimulate and reward the agreed behaviors and performance Foster effective cultural engagement within the holistic business.  Professionally manage external relationships with customers, partners, suppliers, vendors and appropriate industry regulators Professionally manage all internal relationships, including: Technical Services in establishing SLA to provide systems and technical support to enable the delivery of services to customers Marketing in accessing the appropriate research, advice and product & pricing support Manage the engagement/relationship between the sales teams, the IT department and the operations teams Identify process requirements that need assessment for possible areas of continuous improvement Build process management capability to pilot new business process effectively

Design and implementation of company policy, learning and development programs; (both internal and external) change management, future leadership development and all aspects of recruitment, retention, training and human resource allocation. My appointment to this role enabled the business to receive a number of accolades including the Number 1 sales and marketing to work for in Australia (BRW Magazine 2011 and 2012 ) and 2nd Fairest employer in the country (BRW Magazine2012)specialising in “Best-fit”, “social”, and traditional recruitment, training and facilitation, skills assessment, brand and business cultural development, project development, internal and external content development.Facilitate and foster staff engagement and retention programs for all clients utilising Tertiary educational opportunities, cultural development programmes and staff feedback to maximise retention of quality staff and skills growth. • Audit and amendment of business policies and procedures to support industry best practice and staff engagement and understanding • Develop and maintain cultural audit practices and cultural strategy to measure, quantify and act upon staff satisfaction and engagement levels • Develop, implement and facilitate effective, engaging and measurable training documents, plans and strategies.• Design and develop documentation, presentations and workshops for external clients via the professional services department

Create business processes and procedures that allow optimum results whilst complying with highly restricted and regulated industry expectations. • Create and develop and organisational structure to streamline process whilst maintaining budget and measurable • Recruit, Train and retain a staff of 60 contact center specialists and management team nationally to support a field force of 120+ nationally• Research compile and present Monthly reporting based on industry activity, legislative change and new business opportunities for perusal.People Management• Lead and manage a team of managers and team leaders nationally • Create and promote a culture of quality supply and service with 180 staff nationally• Allocate and manage Talent to appropriate Business units including: Sales  Customer Service Dispute resolution Compliance  Admin Stock and logistics  Technical support Relationship Management• Communicating regularly with Government bodies and policy makers to ensure Compliance with legislation • Communicating feedback regularly to policy makers to ensure the growth and development of schemes benefit all parties• Talking openly with competitors to set an industry standard and code of conduct • Undergoing Audit regularly from all Governing industry bodies Project & Process Improvement• Regularly writing, amending and submitting applications and processes to regulatory bodies• Being agile in approach and processes in new and ever-changing industry • Designing developing and implementing best practice training and facilitation across many s