Ben Hoogenboom Email & Phone Number

Melbourne, Vic, Au

• Leading artificial intelligence adoption and advising c-suite on custom build projects using CoPilot, AzureAI, OpenAI, and Claude to automate workflows and digitize high-effort processing.• Developed advanced lead generation solutions and implemented sales strategies for successful campaigns.• Directing complex BPO and Call Centre transformation programs, including platform migration to Genesys Cloud CX and workflow automation.

• Directed a complex BPO submission for call centre, back office, and frontline services for a large corporate client, aligning to complex requirements to win themes.• Led end-to-end solution and coordinated SMEs and key executives for a successful bid.• Achieved a significant contract win with a prominent Victorian government services agency.

London, Gb

• Led internal service functions and transformation programs across A&NZ, developing business cases and enhancing governance frameworks.• Directed corporate shared services and diverse team of domain experts, securing new business growth and ensuring smooth contract transitions.

London, Gb

• Managed workforce, P&L, subcontractor services, and client relationships for a high-profile public service project during COVID-19 peak.• Drove continuous improvements in operating model, services, and growth for the Victorian State Government.• Oversaw teams in client relationship management, contract performance, operations, security, catering, and waste management.

Sydney, Nsw, Au

• Led day-to-day operations of the "Retail Transformation Program," overseeing core system replacement, cloud platform migration, and agile program management.• Turned around a failing agile model, addressing performance, operational, and governance issues while managing stakeholder engagement.

West Perth, Western Australia, Au

• Led solicited and unsolicited proposals and bids nationally for TSA Group, shaping bid strategy and win themes.• Managed Requests for Tenders, Quotes, Proposals, and Expressions of Interest, collaborating with internal and external teams.• Successfully delivered compelling propositions for current and prospective clients, working closely with key stakeholders.

Sydney, Nsw, Au

• Led national CX and process optimisation reviews for Alinta Energy's C&I business unit.• Transformed business-critical processes, customer journeys, and organisational effectiveness.• Collaborated with key stakeholders including the CEO, Program Manager, and General Managers.

Hook, Hampshire, Gb

• Led proposal and bid management for Serco's Asia Pacific Citizen Services, shaping bid strategy and win themes.• Managed internal and external teams to deliver compelling propositions for clients.• Collaborated with key stakeholders including Managing Director, Business Development Director, and Operations Director.

Southbank, Victoria, Au

• Led process mapping, analysis, and optimisation programs for critical organisational change processes, resulting in significant improvements to the balance sheet.• Conducted strategic reviews, identified systemic issues, and transformed customer experiences.• Designed future state processes and delivered executive briefs and presentations.

Melbourne, Victoria, Au

• Led transformation of Quality Assurance practices for Lending Services division in Mortgage Transformation Program.• Directed offshore BPO services, designed frameworks, identified systemic issues, and transformed customer experience.• Presented executive briefs, designed future state processes, and collaborated with key stakeholders.• Achieved improved quality assurance practices and enhanced customer experience within the division.

Melbourne, Victoria, Au

• Established quality assurance function to improve compliance and customer care culture for 1200 employees at NAB consumer impaired debt.• Provided ongoing senior leadership post implementation to ensure quality standards were met.• Implemented strategies to support simple, advanced, and high-risk segments, enhancing overall operational efficiency.

Macquarie Park, Nsw, Au

Various roles across Customer Services, Facilities Coordination and multiple Team Leader positions.