Ben Shields Email & Phone Number

Port Macquarie, New South Wales, Australia

Appointed by RAB to establish their Enterprise PMO.

Port Macquarie, New South Wales, Australia

Port Macquarie

Project Management of the design, development and implementation of TAFE NSW new Shared Services Model for Payroll, Recruitment and Entitlements.This includes development of processes, systems , team structures to support TAFE NSW payroll and recruitment for 15,000 employees.The role also manages the Transition from current state (10 separate payroll and recruitment functions) to one single operating model.

Port Macquarie, New South Wales, Australia

Port Macquarie

Project managed the North Coast TAFE Customer led change program.The objective of the change program was to drive an efficient and consistent Student experience in enquiry management and student administration. The project involved:- Centralisation of administration functions;- Set up of two new, greenfield Contact Centres – Port Macquarie and Kingscliff: o Business case development of Contact Centre physical locations o Physical & technological infrastructure o Hiring of 60+ people o Development of a new training program for staff within the Contact Centres o Design ‘agent scripting’ to support new enrolment process- Procurement and implementation of a new, dedicated Telephony solution for the Contact Centres;- Delivery of 16 new ‘Student Central’ sites (one at each campus);- Using Oracle CRM, drove the development of new processes and procedures across the Institute including the design of an internal knowledge base. - Ensuring the Contact Centre, onsite Student Central’s and service delivery (teaching sections) stay connected and informed using task driven actvitiesd within the CRM;- Implementation of a new Telephony IVR process for all 16 campuses;- Reporting to the Executive Steering Committee on a weekly basis

Managed the program of strategic projects and other key initiatives across General Insurance, Small Business and Life Business Units.Partnering with the three BU heads to assess, plan and drive strategic activities across the Direct Distribution channel. This involves working closely with the Business Support teams including Business Alignment, Digital, Business Improvement, PMO, various Project Steering Committees and teams, as well as our Contact Centre Operations to achieve Program objectives.

I operate across the Ambition Group focusing on strategic and operational goals. A major part of my role is to focus on improving efficiency and productivity at an operational business level that ultimately improves profitability.

Head up the NSW Banking & Financial Services Division (B&F) within the Ambition Group. B&F division specialises in Accounting & Finance, Funds Management, Banking Operations and Risk & Compliance

Master'S Degree, Project Management, Distinction

Activities and Societies: Risk Management; Cost, Schedule & Controls, Project Economics & Financing, Global Project Management, Contracts.

Ba (Hons), Business Studies