Belinda Kinneally Email and Phone Number

Project management in the Customer Direction & Experience team, and the Customer Delivery team.

- End to end project manager for Network Configuration work, which involves implementing operations footprint strategy to move work to Centres of Excellence or global servicing hubs. - Full lifecycle of project including implementation strategy, cost benefit analyses development, employee relations, technologies, legal and tax consultation, recruitment, learning and training, and change management.- Direct people leadership of 2-3 Project Managers - Tracking program of work re-engineering targets with global PMO

- Programme support for various projects within the ANZ market, call centre, including configuration/structural changes, work force efficiencies (improvement of Call Centre metrics to drive re-engineering/Opex Reduction), process improvement volume reduction, new technology capability roll out to the centre such as new platforms for call centre, including capturing business requirements, and implementation of Compliance recommendations (including exposure to Agile methodology)- Financial reporting and status updates/project/steering committee reviews including collaborating and collating input from multiple business managers- As-is and To-be process mapping (using Visio) including facilitating workshops, sharing and leveraging best practice from other international markets- Creation, sign off and tracking of Cost Benefit Analysis in support of projects- Direct People leadership of up to 5 project managers at any time

- Project Manager/Analyst, Process Improvement, Re-engineering, Change Management, using Six Sigma principles (Green Belt certified)- Project Management of business process improvement project for Australian operations teams including driving efficiencies in the call centre, improving customer satisfaction metrics, collaborating with front and back office teams both onshore and offshore.