Leadership and Business Development

Change and Project management.

To plan, facilitate and execute business change management activities that maximise employee engagement and minimise employee resistance, ensuring that change programs and business projects are supported and integrated smoothly into MidCoast Water.Responsibility for the development and implementation of business improvement strategies to ensure they meet the needs of the MidCoast Water.Key accountabilities• Develop, manage and deliver change management strategies & plans based on a situational awareness of the details of the change and the groups being impacted by the change.• Provide input to organisational wide change monitoring & support any necessary adjustments to schedules as a result of organisation schedules or changing deadlines.• Undertake impact assessments on affected areas to understand the extent of change occurring and to guide and support the change approach.• Review and monitor the effectiveness of the change management strategies / plans and associated activities; conduct and evaluate change readiness assessments on impacted staff and revise change management plans as required.• Ensure leadership and stakeholder alignment to the program / project vision, goals and objectives.• Support leaders in successfully managing and delivering the change.• Develop and coordinate the program / project communications plans/schedule – work with the impacted area to deliver appropriate, accurate, timely, targeted and relevant communications regarding the change program to impacted stakeholders.• Work with the leaders and impacted areas to understand the culture of the organisation and impacted area/s.• Develop a strategy and plan for a change program that enables staff to learn the required new skills, knowledge and abilities to transition smoothly from the old way of working to the ‘new’.• Work with appropriate employees to develop and deliver change management training for the organisation.• Internal Audit Coordinator• Corporate Governance

- Change Management for the implementation of a new Enterprise Business Management System (TechnologyOne) for the organisation.- Responsible for the creation and implementation of the change integration plan- Responsible for the creation and implementation of the communication and stakeholder management plan- Responsible for the coordination of employee training program including the development of the training packs, schedules and outcomes for the implementation of TechnologyOne.- Provide Portfolio Management to the required divisions, including the Gateway process, strategic fit of projects, and the financial reporting, scheduling and workforce assignment for projects- Provide guidance, advice and support for project management, contract management and administration - Coordination of the portfolio reporting function for the required divisions - Coordination of the Project Management Improvement Plan to continually improve project and contract management systems and techniques to enhance the effectiveness of the organisation. - Coordination of the development of project management staff as part of Project Management improvement

Accountable for customer service standards, business development, brand awareness, business marketing campaigns, client marketing, copy writing, stakeholder management, change management, customer service policies/procedures, complaint management, responding to daily enquiries from clients including counter, telephone and written enquiries- Development and reporting of sales and business budgets- Advertising and Marketing strategies, development of adverts, client marketing campaigns and brand awareness- Accomplished responsibility for ensuring that all Customer Feedback or Complaints are promptly attended- Responsible for ensuring that Customer Requirements were met and exceeded in all transactions- Developed and implemented innovative strategies to improve business processes, and increased productivity and profitability- Responsible for change management and integration processes, property listings and sales, contributed significantly in the Management of Sales Co-ordination Cell- Maintained Customer Relations, Client Servicing and Public Relations

Developed and implemented processes for the review and restructuring of the energy sector across NSW to facilitate increased productivity and profitability- Responsible for liaising with key stakeholders, including ministerial, executive staff and external partners, to establish project parameters and scope- Managed arising customer issues and ensured timely completion of projects together with developing briefs, technical reports, plans and vendor reviews- Completed project planning, execution, monitoring and resource balancing and supported multiple simultaneous projects in a matrix organizational structure- Ensured compliance with regulatory and legislative guidelines, creating functional and technical specifications- Managed the governance, stakeholder and compliance issues- Developed training for executive staff and arranged for training programmes for up to 4,500 staff across NSW, implemented streamlined recruitment processesProactively contributed in liaising with directors, coordinated with the entire staff and managed overall administration and co-ordination of departments- Set up the structure of the Peak Restructure Committee (with Business and Unions) and consulted with employees and unions on proposed Operating Models

Leading Change integration approach and strategies for changes within the NSW Energy Reform project for Essential Energy. Including: - all change programs, - communication strategies, - training, - information and communication channels - Managed the governance, stakeholder and compliance issues - Developed training for executive staff and arranged for training programmes for up to 4,500 staff across NSW, implemented streamlined recruitment processes - Proactively contributed in liaising with directors, coordinated with the entire staff and managed overall administration and co-ordination of departments

- Developed, implemented and managed regional media, stakeholder and community relations strategies including organising community forums, stakeholder forums, local and state member briefings- Development and implementation of regional customer complaints policies and strategies - Coaching and training of the community relations management team and employees- Developed and implemented initiatives to facilitate direct communication with staff at 147 depots located across NSW- Implemented strategies to achieve desired outcomes in the areas of industry reform, community relations, business growth, stakeholder management and communications - Formulated pre-planned developmental strategies for achievement of goals and targets by identifying & developing new avenues for long term growth.- Carrying out manufacturing feasibility study as per the customer requirement, planning and co-ordinating over corporate and community events- Provided support to the production and designed a team to develop the implementation of media and advertising campaigns- Worked on the analysis of market research and negotiated with advertising and sponsorship contracts

Successfully manage the closure of the NSW Solar Bonus Scheme across the state and gather all the necessary infomation from the Electricity Network businesses throughout NSW.Reported daily to the ministers office on:- current customer numbers, - current connections, - customer, suppliers and contractor complaints, - network and contractor breaches, - customer connection waiting lists - projected completion of customer connections of the three Network business Updates to the Board of Directors on a fortnightly basis, and weekly executive updates.Stakeholder management including discussing customer issues with the local MP's, handled all escalated customer complaints and gathered all information and data for requested ministerial briefings.

- Implemented strategies to improve the productivity within the infrastructure operations department and streamlined internal communication across 8 regions servicing 97% of NSW- Liaised with internal and external stakeholders and partners, managed the overall governance issues- Liaised with vendors and technical specialists to ensure smooth functioning of system design and evaluated system effectiveness together with implementation of strategies to resolve the arising issues- Implemented training for executive staff, including CEO, Managers and ministerial office staff

- Managed the transition processes of Essential Energy’s retail and network operations servicing for over 700,000 customers across regional and metropolitan NSW- Involved in the opening and closing of accounts and security procedures and maintained the departmental and system security- Implemented innovative strategies to streamline operations, improved the productivity and profitability together with providing accurate services to clients and building a positive environment

- Media and stakeholder management - Internal and external communications management,- Crisis management,- Senior management coaching for media interviews,- Preparing ministerials, stakeholder briefings,- Conflict management - Implemented various methods and strategies to drive and increase business growth and customer retention policies- Managed all aspects of community relations, including organisation of community sponsorships and events, and media contact- Involved in research and collection of data together with designing innovative strategies to achieve desired outcomes