Ben Haigh Email & Phone Number

Adelaide, Sa, Au

We're passionate about the South Australian economy and seeing SA businesses be the best they can be; by delivering on their Strategic Plans, Growth and Business Improvement opportunities.We work with all types of organisations to improve their Efficiency, Effectiveness and Experience from a strategic level right through to the grass-roots.Delivering strategic change in your business is often hard because of a lack of Clarity, Capability or Capacity - we provide all of these by working alongside you and your team to deliver practical, measurable and customer-focussed projects and improvements.Put simply, we know what works. Our experience, expertise and focus will help you deliver the big changes you need.

Part of the large Transformation Program, I am responsible for designing, developing and implementing key elements of the future Servicing environment, including:- End to End Business Process Design across program- Operations Management framework for the future business- Collaborating on the Operating Model design- Solution requirements and design for Service Stream components (Workflow, Reconciliations, Reporting, Imaging, etc)- Engagement with key BAU stakeholders

Leading teams of Process Improvement professionals to eliminate waste and risk, remove customer effort, drive a continuous improvement culture and deliver the Customer Experience strategy.KEY RESULTSAutomation of Paper TransactionsGoal: Implement a new OCR vendor to improve scanning quality, speed and throughput.Target: $$$,$$$ cost reduction p.a.Role: Project co-creator. Discover, develop, promote, design and implement the project. Vendor selection and implementation management.Outcomes: Project delivered on schedule and at budget. Delivered financial benefits greater than planned. Improved Service Levels. No significant operational impacts or project defects. Handed over to BAU.Sales Lead quality and volumeGoal: Improve revenue and remove waste by improving quality and quantity of leads.Target: $$$,$$$ revenue increase p.a.Role: Oversee, drive and advise improvement program: Assess current capability. Analyse issues and develop ideas. Deliver improved reporting and process designs. Create new staff incentives and training programs. Monitor improved performance regularly and sustain improvements.Outcomes: Improvements implemented and results significantly exceeded goals. Handed over to responsible managers.Call volume reductionGoal: Reduce low-value calls by addressing root causesTarget: $$$,$$$ cost reduction p.a.Role: Program Manager. Assess current performance, identify and quantify issues. Develop creative ideas for improvement. Gain buy-in and implement ideas. Deliver new reporting metric. Create targets and monitor performance. Develop new training programs and processes.Outcomes: Results exceeded business owner expectations. Program successful and rolled over into following year with new challenging targets (on track for further $$$,$$$ reduction p.a.).

Lead teams of Process Owners and Process Managers, delivering a rigorous BPM practice across the Customer Service business.KEY RESULTS- BPM Deployment: Lead & champion the BPM practice, creating cultural and organisational change and fostering process-thinking- Process Management: Bridge the gap between Process capability and Process Management capability, to drive sustainable process excellence, and develop strategy and technology platforms which facilitate the next generation of BPM capability- Process Ownership: Drive process ownership principles of end-to-end customer interactions to ensure change is controlled and process performance risks are identified and mitigated- Process Improvement: Champion active improvement of the capability of processes through optimising process design & monitoring process performance

- Initiate and lead the implementation of Lean Six Sigma across new business areas- Actively engage with internal customers to understand their needs, manage their expectations and maximise our value to these customers- Undertake recruitment and talent selection- Manage a diverse team of professionals delivering internal consulting services - including Continuous Improvement, Quality Analysis, Resource Management, Management Information Reporting, External Supplier Relationship Management, Workflow design/configuration and Systems access maintenance/audit- Maintain and improve employee engagement- Manage budgets and financials to plan

BPMlink - your online portal community that complements the on-the-ground network of process and change management professionals. Established in 2005 by Imre Hegedus, the BPMlink Forum is the longest running collaborative Business Process Management Forum in the Asia Pacific region. Indeed, it can claim to be one of the largest and the most active face-to-face BPM forums in the world.Visit www.bpmlink.com for further information, news and details about upcoming events.

- Develop, mentor and coach Green Belts and Process Managers in Six Sigma project tools and methodology- Develop and deliver Six Sigma training programs- Identify, prioritise, champion and deliver BPI opportunities

Graduate Certificate Of Business Administration

Professional Management Program

Six Sigma Black Belt (Certified)