Responsible for managing the relationship, governance and operational delivery of multiple outsourced partners including -; Retention (onshore & offshore across 3 sites), Collections (inbound/outbound across 3 sites onshore and offshore) Win Back and Sales Completion

Responsible for managing the relationship, governance and operational delivery of multiple outsourced partners including but not limited to the following functions:· Manage the contract, governance and operational performance of all outsourced partners· Conduct regular performance reviews, audits and commercial compliance· Drive revenue through implementation of new systems, process and training programs for our teams. Drive sales across multiple channels . Ensure customer experience and NPS are delivered by all outsourced partners · Assist with the contractual relationships, e.g. RFQ, RFI, RFP, Contract Negotiation, Contract Amendments/Variations, Re-contracting, Disengagement, etc.

Responsible for the development of the outsourcing strategy for the Optus Customer function and deploying the strategic outsourcing plan into operation at a Supplier level. Accountable for managing a supplier to the ongoing contractual and governance obligations of the resulting contracts, and the operational and financial performance of multiple suppliers within the Optus Customer Operations offshore contact centres.

Consulting to British American Tobacco Australia for their "Future Centre"

Head of Contact Centres & Account Management - Telstra Consumer Universal BillingThe role encompasses full ownership of the relationship and the account for Telstra Consumer Universal Billing – including full operational responsibility. Currently ramping simultaneously across 3 sites (ramp of 1800 FTE by the end of the year) - this includes but not limited to full P&L, Reporting, IT, WFM, Recruiting, Training, QA, L&D and Operations. Key Functions:• Selects, manages and develops a high performing team of managers, supervisors and agent staff – consistently demonstrates commitment to the company values• Makes business decisions based on client contract terms, ensures adherence to client contracts and participates in the setting and meeting of project goals• Sets and measures department goals and metrics in an effort to develop process that exceed customers expectations• Prioritises resources across various projects to gain optimal impact for our customer, our company and our employee• Demonstrates commitment to employee development – creates a positive work environment that encourages employee participation – develops tactics to address employee issues to improve morale while improving performance• Creates an environment that enables mission critical information to pass between functions quickly and completely – Acts as a liaison with other departments to ensure goals are aligned, constant communication is available and overall call centre operation is providing a quality customer experience• Strategic planning and execution to enhance profitability, productivity and efficiency throughout the company’s operations • Develop the direct management Customer Call Centre to ensure customer satisfaction, improved call efficiency, low abandonment, increase revenue thru up sell, and improved employee product knowledge and training

This role encompasses the ongoing relationship and its development between Citi AU and Teleperformance. Attending to all the client’s needs and the delivery of overall results, reporting, and IT set ups and growing the relationship in terms of products serviced and the size of the program. . Accountable for the day to day floor operations, attainment of client and company KPI goals, and achieving the financial objectives/revenues for the company.