Leading a whole of NSW Government, Local Government and Non Government Organisations (NGO) program of works called Tell Your Story Once in a Natural Disaster. The program is delivering an inclusive, person-centred solution enhancing the disaster recovery process by allowing customers to register and apply for assistance without repeating the same information to one or more Government agencies or NGO's.

Lead the establishment and management of key strategic partnerships with the following key agencies;- NSW Reconstruction Authority (formerly Resilience NSW)- DCJ Housing- DCJ Welfare ServicesSome key achievements include facilitating and delivering the Service NSW partnership response for multiple large scale natural disasters and helping individuals and business access support through their recovery.

- Developed and executed stakeholder and engagement plans to support the delivery of key programs.- Develop, coordinate and deliver of an ongoing program of stakeholder engagement tostrengthen relationships around core programs and increase awareness of ServiceNSW for Business across multiple industries.- Facilitate stakeholder and community engagement events.- Evaluate and report on stakeholder risks, issues and opportunities

- Coordinate, review and supervise the activities of the team to ensure optimumperformance against required standards, legislation, organisational initiatives, budget,project outcomes and resourcing- Provide subject matter expertise to key internal and external stakeholders- Manage, coach and support team members in building their capability, achievingindividual performance targets, engaging organisational values and behaviours andactively participating in the innovation of customer experience practices- Engage with various stakeholders including customers, external agencies/serviceproviders, customer experience business unit peers and managers to collaborate onand/or resolve service delivery issues/escalations- Identify service delivery issues or emerging trends impacting customer experience andmake recommendations or technical decisions on quality improvement and/or thedirection of service delivery practice- Actively lead process redesign and review systems/technology improvements tosupport best practice and innovation in customer service delivery

• Manage, supervise, monitor and organise daily team activities to ensure the deliveryof customer experience services and meets business performance requirements,quality assurance and service levels• Facilitate appropriate stakeholder and client/customers outcomes by maintaining andapplying specialised knowledge on legislation, regulations and procedures• Identify opportunities for service improvement, including amendments followingchanges to legislation, government policy or corporate practices, andrecommend/implement revised systems, practices and procedures• Manage staff capability and performance by providing constructive feedback andcoaching to ensure service standards are met• Translate legislative and organisational requirements into operating procedures• Oversea governance ensuring adherence to processes, policy and legislation• Manage escalated customer issues.