Lead and grow the Pacific Technical Services teams delivering customer focused Facilities Management services including; Electrical, HVAC Efficiency & Operation, Plumbing, Energy-Based solutions, Utilities Management, Proprietary technology services (CMMS).• Developed the greenfield Pacific Technical Services Self-Perform business plan• Established a customer focused service capabilities generating revenue from nine national clients within Q1.• Attained level 2 process maturity and effective governance within Q2 of commencement• Effectively completed a pilot across eight sites for a national client exceeding all scorecard targets

Provided senior-level leadership by executing key initiatives across the company. Led Transformation programs focused on enhancing customer experience. Oversaw teams across customer service, network assurance, customer connections, and shared services. Led Employee engagement teams established business success metrics and effective governance forums.• Significantly reduced customer complaint resolution time by 50%+, as well as decreased aged complaints to less than 2%.• Decreased inquiries from nine days to less than three days through process efficiency.• Improved employee engagement to 85% and increased the team’s engagement score as Culture Champion by focusing on their development, encourage knowledge sharing and executing activities that enhanced commitment.• Conceptualized the Sales and Truck Roll Forecast end-to-end process, including establishing performance metrics and instituting a customer centric scorecard.• Developed and implemented Forecast Governance, improving accuracy to >80%.• Successfully instituted the Shared Services reporting dashboard• Led Programs and established policy that improved network availability.

Managed consulting and advisory services, specializing in performance improvement, cost containment, and sales and revenue growth.

Oversaw 13 country teams and global strategic initiatives throughout Greater China, Asia, and Pacific. Accountable for 600+ FTE and a P&L budget of $56M. Ensured accurate and efficient measurement and collection of retail, television, and radio consumption. Led global initiatives that standardised service delivery and enhanced quality while reducing cost. Oversaw the hiring, training, and performance evaluations of staff. • Established three operational service hubs in Asia, Europe, and South America improving client delivery.• Transformed the Media organisation’s structure, consisting of 50+ global businesses, elevating both quality and performance, saving $7.5m.• Saved 15% of budget costs through expert cost leadership.

Led 6 business groups across Australia and New Zealand delivering customer service orientated businesses. Accountable for 200+ FTE and a P&L budget of $26M. Executed global transformation programs that raised organisation capacity, workforce quality and customer satisfaction.• Initiated $1M in savings per year by executing cost leadership across Asia, Pacific, Africa, and the Middle East.• Achieved ISO9001 and ISO20252 accreditation for the Pacific operations.

Directed staff of seven business units across the Pacific region, with focus on customer satisfaction, enterprise productivity, and Lean / 6 Sigma awareness. Accountable for 140+ FTE and a P&L budget of $16M.• Drastically improved productivity of 1,400+ field teams in India by over 30%, saving $250K while all quality metrics remained constant, as field variation was reduced. • Strategically raised enterprise revenue and productivity by leading programs across the Pacific region through optimising operational efficiencies and improving customer loyalty schemes.• Decreased operational costs by $300K per year and improved customer satisfaction by improving call centre triage and eliminating non value-add field activities. Leveraged this program across nine countries.

Established and operationalised world-class TV rating business across Australia, resulting in the Australian Free to Air Television Rating that manages over $5B PA of advertising revenue. Accountable for 110+ FTE and a P&L budget of $18M.• Initiated a new regional ratings service doubling revenue.

Managed the national Maintenance, Construction, Repairs and Modernisation divisions. Accountable for the design engineers, Drawing office team and Logistics.

Strategy Development, Financial Planning, Resource Allocation, Business Development, Quality Assurance, OHS&R, and Human Resource management.