Supporting clients with both strategic business management and day to day business administration activities.

Responsible for the leadership, mentoring, coaching and performance of the Business Transformation - Business Improvement team. The team expanded during this time and key the responsibilities on behalf of the Water and Waste directorate included the following; - Business Improvement - Quality Management - Risk Management - Compliance Management - Program Management - Project Management - Capability and Development Management - Business Analysis- Change Management

Responsible for the leadership, mentoring, coaching and performance of the Business Transformation - Business Improvement team consisting of Business Analysts, Continuous Improvement, Risk management, and Compliance officers within the Water and Waste directorate.

Title change and permanent position awarded - Additional key deliverables during this time in addition to below was completing the procurement, business requirements, configuration, testing, implementation and training activities for a new Compliance and Risk management system on behalf of the Water and Waste directorate for the whole of the City of Gold Coast.

Responsible for driving forward the implementation of a continuous improvement framework, facilitating rapid improvement workshops, facilitating and advising on quality, risk and compliance frameworks and providing the directorate with training and coaching where required.

Responsible for analysing, cleansing and improving the Water and Waste directorates quality, risk and compliance data and processes in alignment with the appropriate ISO standards i.e. 9001:2015, 31000 and 37301.

Working with key stakeholders across QLD to develop, deliver and maintain agreed customer experience improvement projects.

Quality Team Leader – Business Stream Customer OperationsResponsible for implementing, maintaining and improving all aspects of customer operations quality management.

Quality Co-Ordinator – Business Stream Compliance and RegulationResponsible for sourcing and implementing a new document control system to meet the needs of all areas of the business including training and customer operations. The tool I delivered enabled the business to develop and control business policies, processes, work instructions and tutorial videos in compliance with ISO 9001:2000.

Project Planning Manager – Business Stream ITResponsible for managing a small team of internal employees and consultants to help the business implement change, and develop change requests for business process and system changes such as; Intelligent Debt Recovery, Delegated Level of Authority, Work Allocation and Business Rule Engine development.

Quality, Process and Training Manager– Scottish Water Business StreamResponsible for the development, testing, delivery, auditing and implementation of new processes and training material. Accountable for ensuring that the new processes and material were compliant for the new competitive market and customer focused. This was at a time when Scottish Water Business Stream was the first retailer to enter the Scottish Water market allowing customers to choose their license provider. This involved working with the CMA to ensure we could obtain a license to trade.

Customer Service Procedures Co-Ordinator – Scottish WaterManaging a small team to develop, test, deliver, implement audit & change control day to day business processes, procedures, policies and training material.