Branding agency all-rounder, taking charge of day to day operations of the office, executive support to Managing Director, reporting and daily operations with the agency.Evolving from the Office Manager role to Operations Manager. Incorporating a higher level of accounting, payroll, HR and operational functionality. • Maintain daily bank reconciliation - Xero• Reconciling and processing all agency supplier invoices - Xero• Plan & managing cash flow• Employee Monthly Payroll – Xero (Including ATO payments & superannuation)• Managing company insurances – Workers compensation, Public & Products liability insurance• Budget control / Profit & Loss management• HR – Interview process, Onboarding / Offboarding• Managing software licensing across the agency, IT maintenance & troubleshooting• Managing day to day office logistics• Events Management• Execute and collaborate weekly finance goal setting to achieve deadlines & monthly sales targets

• Diary management & travel arrangements for Senior Leadership Team• Personal finance and admin requests from Managing Director• Arranging client & internal functions / events / meetings• Ordering and maintaining, stationary, printing, food throughout the office• Generate and send client invoices through WorkflowMax• Implementation of new policies and procedures• Supplier relationships

Oversee all operations of Lendlease head office in Barangaroo. Leading the team of Reception, Concierge, Switchboard, Helpdesk, Events Staff, Housekeeping, Cleaners and Maintenance. The primary responsibility is to deliver an exceptional service experience for all Lendlease stakeholders and organisational effectiveness of the integrated teams across multiple floors within the tenancy.• Oversee Customer Experience Floor with 22 Meeting rooms and an Event space with 7 separate rooms• Introduce and improve processes and policies in support of operations goals• Organise recruitment and on boarding placement of required staff• Develop and implement individual career plans of all employees• Roster & Leave Management to ensure all roles and departments are covered• Regular front of house inspections to ensure standards are maintained• Identify VIP guests coming through for meetings & events• Build relationships with key stakeholders to identify any issues and suggestions to improve work processes• Enforce a high standard of presentation, dress code, personal hygiene and grooming• Conduct regular departmental meetings, encouraging participation and contribution on ideas and suggestions to enhance operations• Maintain awareness of events in the building and Barangaroo Precinct• Coordinate and monitor the work of various departments involved in Front of House and Back of House services• Monitor, manage and improve the efficiency of support services such as Helpdesk, Housekeeping, Security and Catering• Liaise with Lendlease Management, developing strategic plans for operational activity

The Operations Project Manager oversees the Centre Operations at a Country level (83 locations) reporting directly to the Chief Operating Officer / Chief Financial Officer for AUS / NZ.- Review and improve current Centre process & procedures- Yearly Country internal audit checks to ensure compliance in Health & Safety, Human Resources and revenue leakages- Implementation of new tools and systems training, ensure effective rollout and key support role- Retain and build new relationships with external stakeholders, ensuring effective cost control- Key contact in Management Team to help clarify Centre Operations, policy and procedures- Responsible for updating country Terms & Conditions / House Rules when new products and/or services are launched- Review global documents and standards used within AUS and provide feedback to be changed to meet Australian requirements- Maximising customer revenue through audits on billing system to ensure compliance- Review and rollout half-yearly revised Customer Service Representative Training inductions- Rollout of Customer payments through Credit Card online portal and removal of eftpos terminals- Identified 6 key areas for additional training and development within our Senior Customer Service Representatives and Training General Managers. - Created a local business cascade initiative to help our teams in the field understand all Group & Country changes in one document with new updates & do/don’ts in procedures- Launch of Local Service Centre in Sydney where centralisation of invoice enquiries and payment management for all Australian customers- Managing a team of two which are involved in the Local Service Centre project

The Coaching General Manager role in particular looks after multiple locations within the cluster to help aid and support Area Director with operations and sales. Support coaching and training for 8 General Managers. Within the first year of the role, these locations were branded Synergy as acquisition sites, managed migration of process, systems and rebranding of these centres to become Regus standards and brand.- Induct and train new General Managers- Assist with H&S certification across all centres to ensure requirements are met- Conduct new client relationships to increase and drive customer service revenue- Assist centres that are in need to recover debt, customer service levels and help achieve target levels to ensure centres are more profitable- Create an engaging and motivating team environment- Rolled out and conducted training program for team members across 13 centres- Mentor and provide training and support, through Web, over telephone, in person, supporting 13 Centres across Sydney.- Identify Team development needs to support Area Director and implemented core training sessions to help clarify understanding and knowledge- Recruitment for Sydney Customer Service Representatives, interview and selection process- Assist with global project roll outs on new procedure and standards & gather adequate information from all Sydney teams- Reviewed global documents and standards used within Australia and put forward feedback to be changed to meet Australian requirements- Conduct audits on revenue streams, to ensure all charges are cost effective and to ensure all charges are passed through our billing system to be charged to clients.- Review individual centre P&L results monthly with Area Director & General Manager to help maximise and understand revenue streams to improve on- Ensure all centre standards, policies & procedures are followed throughout each centre by conducting monthly audits and achieving 100% compliance

The Centre Operation Manager role in particular looks after a business centre in North Sydney and also works on the Coaching and Training for the Sydney cluster. - Manage a business centre in North Sydney with 2 Customer Service Representatives- Plan, negotiate, increase renewal agreements with existing clients (100 Clients)- Assist with debt collection in Sydney Centres, ensuring process is followed and not exposed to high value- Conduct new client relationships to increase the potential customer service revenue- Briefing day to day team meetings, to ensure front of house, health & safety, company standards are delivered and maintained on a 5 star business level- Build, Manage, Motivate, Train & Develop teams and performance around all 10 Sydney Centres- Induction and Coaching of new Centre Managers / Customer Service Representatives into the Sydney cluster, covering 10 Centres

- Set-up & maintained Titan Billing/Inventory system whilst supporting all of Asia Pacific in it’s implementation & development- Liaised daily with centre teams and management ensuring compliance, answering questions & supporting team- Trained and Supported 2 staff based in Manila to equip them with the knowledge needed to support others- Developed user guides for system & updated frequently with new process implementation- Point of contact for over 125 Centre’s & 400 employees for all related questions/troubleshooting etc- Represented Asia Pacific in determining system improvements & implementation.- Tested all future updates & liaised with IT team (based in UK) in fixing errors & improving business functionality- Key trainer for Titan system integration. Conducted training programme throughout Australia, Japan, Hong Kong, China & Philippines- Relocated to Philippines to implement restructure for 4 months. This project successfully centralised back office function and trained over 50 employees for one location- Implemented training calendar for new starters and induction programmes- Worked in Sydney autonomous for the last 18 months of my role

Maintain all centre clients charges for invoicesManagement for over 200 accountsFinalise invoice charges and distributionMaintain client recordsFacilitate supplier invoices and recharges back to clientsResolve billing enquiries and issuesInput / Maintain all new client contracts

Point of contact for all clients and visitorsCoordinate Meeting Room reservations and ConferencesTrouble shoot technical issuesProgramming phone systemAssist in administrative tasks for centre team and clients