- Lead an integrated and consistent approach to corporate planning and reporting and ensure that the Council's responsibilities under the Integrated Planning and Reporting requirements of the Local Government Act 1993 are met and delivered.- Lead the adoption of the Council’s project management framework to provide effective and consistent project governance, improve the visibility and transparency of critical projects, and regular monitoring and reporting of projects for the benefit of the Community and Council.- Lead, enable, and support cross-functional teams through uplifting capabilities in business innovation, process management, data analytics, and business intelligence to improve the way Council works in the delivery of better customer experience and service outcomes.

A/ ICT Strategy & Partnering ManagerA/ Rates & Receivables Manager

I am responsible for the leadership, strategic direction, operational management and delivery of the Service Excellence Program to drive Continuous Improvement and Innovation organisation-wide. Specifically, the building of new internal change capabilities and the establishment of a Centre of Excellence at Council; supported by frameworks, tools, operating structures, systems and governance to improve service delivery and quality. This includes performing regular Service Reviews and the establishment of Innovation Central to help bring improvement ideas to life.

I completed and delivered three comprehensive business reviews for executives across the Customer Experience, Finance & Control and Human Resources businesses; specifically related to customer inbound phone calls, credit management and talent acquisition.Credit Management, Finance & Control:- Led, planned and executed the delivery of key recommendations, resulting in savings of 5 FTE (25%)- Redesigned and delivered an effective organisational structure and operating model (on/off shore)- Optimised business processes, redefined roles and responsibilities, and developed reporting capabilities to boost accountability, productivity, business intelligence, and quality through technologies (SAP, Salesforce.com & SideTrade)- Delivered an automated ‘Dunning’ solution to significantly improve customer interactions and to ensure the collection of accounts receivable. Led a virtual and global team which deployed the solution successfully to over 2,000 customers across Australia & New Zealand- Coordinated a technical fix to re-mediate system performance issues which resulted in simple system functions/transactions taking seconds to process rather than minutes for 20 employeesTalent Acquisition, Human Resources:- Designed and delivered an intranet site that guide hiring managers (400+) on the recruitment process- Constructed an online digital library which acts as a single source of truth for information, forms, templates, policies, process maps, and user guides to be consumed when recruiting new talentEnterprise (across each and every business unit):- Facilitated the ‘Dream. Create. Innovate.’ workshops at the leaders’ retreat to inspire change (120+)- Co-designed the continuous improvement framework, operating model and governance to support idea capture, solution design, business prioritisation, funding & investment, and project delivery to benefit customers and employees

I completed the delivery of a strategic cultural change program known as ‘Customer Service Excellence – 10CSE’ to improve, embed and sustain a ‘New Way of Working’ within Debt Market Operations.I was responsible for the following (but not limited to):- Help shape an improved culture where staff are empowered to own and drive customer outcomes- Guide and mentor 10+ business leaders in 'Operational Best Practices’ and ‘Lean Principles'- Develop and enhance continuous improvement capabilities across 80+ staff through facilitated training workshops and 1:1 coaching across 5 key topic areas: Customer, Organisation & Skills, Operational Management, Process Efficiency, and Mindsets & Behaviours.The results has been extremely positive with 150+ new ideas identified, 30+ ideas implemented, both tangible and intangible benefits harvested and reinvested, and a workforce that feels more empowered, confident and capable with the right positive / growth mindset to deliver better, faster and more consistent quality outcomes to customers.

I completed a strategic review on the operational management, performance and risks of the Business Support and Logistics business, which supports the Consumer, Business and Professional sales teams at Canon Australia. The review included a thorough analysis on team structures, business processes, people, critical-to-quality (CTQs) for customers and the utilisation of technologies across the end-to-end 'Order to Cash' (O2C) processes, and also identified key opportunities for the business to pursue, specifically in the area of case management and business operating models. I introduced a successful case management solution in Salesforce.com as a proof-of-concept (PoC) for real-time business application in operations, which enabled customer requests to be executed more efficiently and cost effectively, and more critically provide an auditable case history for monitoring and reporting purposes. In addition, I implemented a new case management capability into the logistics business which significantly improved the customer experience and servicing capabilities.

Over 10 years of exceptional service, loyalty and dedication to the Westpac Banking Group and across their high profile brands including Westpac, St George, Bank of Melbourne, BankSA and BT.

I was part of a project team that recovered a troubled compliance project in 3 months. We implemented and embedded a new compliance capability, framework and reporting across the Westpac Banking Group - domestically and internationally. This included the design and delivery of a customised ‘Radar’ technology solution to meet the needs of the Enterprise Compliance business.

I was part of a multi-faceted project team that delivered a comprehensive strategy document, which outlined ways to significantly improve the customer experience and profitability across the mortgage portfolios for Westpac, St George and BankSA.I led the Customer Experience team, which defined the future-state customer requirements and experience based on key insights gained by applying the principles of 'Customer Centred Design' (CCD) in customer and staff research.

I was part of a cross-functional project team that consolidated the back-office operations of Westpac and St George. By implementing the Microsoft Customer Care Framework (CCF) technology, we achieved significant cost savings and operational excellence. I also led a team of six business analysts and was responsible for product development, business process automation, business process re-engineering, stakeholder engagement and the gathering of requirements.

Member of an exclusive team of financial services professionals that relaunched Bank of Melbourne (BoM) in Victoria - Australia.To better differentiate BoM in the marketplace, we developed a number of customer value propositions (CVP) and transformed these initiatives into new customer products and service offerings. This included the introduction of relationship pricing, easy bank switching and mortgage welcome packs.

Coordinated the installation of new hardware devices (400 PCs and 120 MFDs] across 1,200 users over two sites.

Facilitated the first transfer of business processes as a Subject Matter Expert (SME) to an offshore company.