State Operations Manager
Currenthttps://www.decipha.com.au/DUTIES:• National Service Delivery Manager, Decipha ATO contract December 2018 to August 2022.• National Service Delivery Manager, Department of Home Affairs October 2021 – January 2023.• National Service Delivery Manager, Australia Post Land Titles VOI.• Achievement commercial and operational outcomes for South Australia.• Design, price and implement innovative solutions for mailroom and digital customers.• Maintain Customer Privacy, Payment Card compliance, ISO9001 & ISO1400 compliance and accreditation.• Daily adherence to customer Service Level Agreements of deliver in full, in spec and on time.• Evaluation and implementation of continuous improvement programmes to lift performance in customer satisfaction, quality, efficiency, cost reduction and culture.• Negotiate pricing and overseeing performance of multiple 3rd party service providers.ACHIEVEMENTS:• I achieved annual cost savings of $250k for Decipha NSW through successful restructuring initiatives while serving as Acting State Manager. In 2021, I redesigned the operational layout in ACT, resulting in improved staff morale, enhanced efficiency, reduced safety risks, and elevated customer experience. • Since mid-2008, I have consistently maintained South Australian SLA compliance with over 99.96% on-time delivery. Additionally, I enhanced the capabilities of South Australian employees, equipment, and third-party freight providers through tailored training and performance improvement workshops.•I led Lean Six Sigma Kaizen programs that reclaimed space, reduced safety risks, improved efficiency, and lowered operating costs, for example achieving an increase in gross margin from 40% to 68% in a specific work area.
