Gary Pianko Email and Phone Number
20+ years leading teams, departments, and companies, managing up to 50 people and budgets up to $40m OPEX & $5m CAPEX. Track record of turning around underperforming service delivery and operations functions to drive growth, quality, and profitability. Leads complex programs, commercial negotiations, technology and digital programs and manages enterprise change agendas._________________________________DELIVERING PROGRAMS + MANAGING CHANGE20+ years leading enterprise-wide change and transformation across sales, marketing, IT systems, service delivery, inventory & logistics, and operations functions. Highlights include a $40m regulatory program for NAB and a digital transformation at Monash Health.► Delivered projects and programs worth up to $40m including digital transformations, OSS/BSS, cloud, big data, compliance & regulatory, and process reengineering.► Managed negotiations with suppliers, IT vendors, federal and state government regulatory agencies, industry bodies and medical boards. ► 10+ years preparing business cases worth up to $5m. 4 years managing tenders on deals up to $4m._________________________________EXECUTIVE LEADERSHIP + STAKEHOLDER ENGAGEMENT10+ years advising, reporting into, and as a member of SLTs & ELTs includes presentations, reporting, strategy, and risk management. Recognised as a problem solver who brings stakeholders together.► 20 years managing budgets up to $40m OPEX & $5m CAPEX.► 4 years producing board reports & presentations (NAB, Telstra). ► Strategic planning includes process design, go-to-market, IT systems uplifts, digital transformations, pricing strategies, organisational design, and program launches._________________________________BUSINESS GROWTH, PERFORMANCE, CULTUREData-driven leader with 20+ years using measurable KPIs to drive performance, growth, quality, and cost efficiency. Track record of results for every employer, meeting and exceeding targets.► Led teams, departments, and companies with up to 7 direct and 50 indirect reports. Managed program delivery teams of 100+. Hands-on leader who drives quality and performance within KPI frameworks.► Saved $500k of vendor costs in 2021.► Delivered enablers to drive a 400% increase in profitability in 2 years (Coolkidz).► Delivered a 20% quality and 10% productivity increase for a team managing 250k calls p.a.
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Head Of OperationsMelbourne Holocaust MuseumMelbourne, Vic, Au
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Head Of OperationsMelbourne Holocaust Museum Dec 2022 - PresentMelbourne, Victoria, AustraliaManaging all aspects of the Museums operations including: Finance, ICT, People & Culture, Audio Visual, Administration, Visitor Experience & Facilities Management. The role overseas operations for the 35 plus staff and the 100 plus volunteers and every aspect associated with running a major facility which has been rebuilt and re-launched in 2022/23Managing a major change program to move the organisation to a fully professional model. This involves change to every aspect of the business including Finance & Budgeting, Risk Management, ICT, Board & Governance, People & Culture, Security, Emergency Management Systems, Processes and Facilities Management.Report: CEO ► Reports: 6 direct, 5 indirect_________________________________KEY ACHIEVEMENTS + KEY PROJECTS★ Central role in the re-launch of the museum, post move into re-built facility.★ Creation of a Visitor Experience team and all aspects required to support the team.★ Full upgrade of the MHM's CRM and introduction of an online ticketing systems a first for the museum. Full integration of ticketing into a rebuilt MHM website. ★ Development, rollout and training of Emergency Management & Security Systems★ Managing to budget in funding constrained NFP environment. Ongoing budget and cash flow forecasting★ Transformed systems and procedures to scale for new business model and new ICT heavy world leading museum exhibitions★ Office and museum fitouts for administrative areas and Virtual Reality experience.★ KPIs rollout for staff, introduction of staff performance assessment against KPIs.★ Implementation of facilities management arrangements including the onboarded of 50+ vendors -
Senior Manager, Service DeliveryCommercial Passenger Vehicles Victoria Nov 2020 - Oct 2021Melbourne, Victoria, AustraliaManaged and optimised operations for driver accreditations in Victoria, handling 50k applications and 150k calls p.a. Uplifted quality and productivity while handling major challenges, managing costs and maintaining service levels and standards compliant to legislative requirements.Reported to: Executive Director, Service & Communications ► Reports: 4 direct, 36 indirect, 2 functional ► Budget: $2.5m OPEX _________________________________KEY ACHIEVEMENTS + KEY PROJECTS★ Saved $500k of vendor costs. ★ Onboarded 14 staff in 10 months (35% of team) to maintain service levels, managing recruitment E2E.★ Delivered a 20% quality uplift and a 10% productivity increase with a metrics framework and quality review process integrated into staff performance plans. Hands-on leadership to create a high performing team.★ Renegotiated supplier agreements for accreditations, mail house (10k items p.a.) and card provider services to enable operational continuity.★ Reviewed and overhauled medical requirements for driver applications, dropping rejection rates by 60% and reducing cycle times by 1 week.★ Managed complex return-to-work protocols to bring 40 staff back to the office.★ Rapidly deployed a bespoke smartphone application to enable remote working._________________________________EXECUTIVE OPERATIONS LEADER► Engaged with Executive Directors & CEO in presentations, reporting and risk.► Managed $2.5m OPEX with full P&L, forecasting, and procurement responsibilities, meeting all targets.► Managed a team of 4 direct and 36 indirect reports working remotely including performance management and reviews, recruitment, team building, goal setting, and mentoring.► Negotiated service levels and contracts, managed vendor performance and selection.► Drove change initiatives including usability testing and UX uplifts for E2E driver assessment processes. -
Senior Operations ManagerMonash Health Oct 2017 - Oct 2020Melbourne, AustraliaManaged a department handling referrals into Victoria’s largest public hospital network with 250k referrals p.a., 35-50k patient appointments and 250k calls. Drove major improvements in patient experience and operational performance with systems and process uplifts. Established quality and productivity management frameworks.Reported to: Director Health Information Services ► Reports: 3 direct, 50 indirect, 3 functional ► Budget: $2.5m OPEX, $1m CAPEX _________________________________KEY ACHIEVEMENTS + KEY PROJECTS★ Managed a new site fit-out and department relocation with no operational impact.★ Worked E2E to sponsor a digital transformation of legacy systems, implementing online referrals to 2k+ clinicians & 250+ clinics with digital records and document scanning.★ Added referrals to 20 new specialist services using standardised frameworks.★ Rapidly deployed remote working for 40 people.★ Developed KPIs and policy to manage and improve quality and productivity. Handled 6 work cover claims and 2 performance dismissals. Recruited 20 staff to meet demand and a new management team._________________________________OPERATIONAL LEADERSHIP► Managed 3 direct and 50 indirect reports providing performance management, recruitment, team building, goal setting, performance reviews, and mentoring.► As part of the SLT, engaged with the Executive Director Health Information Services, Heads of Specialist Units, Nurse Unit Managers, and directors of IT, HR, & Engineering.► Responsible for $2.5m OPEX and $1m CAPEX, with cash flow, budgeting, and participating in procurement.► Recruited 20 permanent and contract staff including Team Leaders and specialists.► Wrote vendor SoWs, managed on-site resources, negotiated service levels, managed vendor performance, solution acceptance, issues and selection.► Delivered a $2.5m program and 15 projects.► Led UX analysis, requirement specification and customer experience testing. -
General Manager, OperationsCoolkidz Australia Jan 2016 - Sep 2017Melbourne, AustraliaMember of the SLT working with the CEO/owner. Accountable to manage all operational aspects of the company’s $12m p.a. import and distribution business. Tasked with tackling challenges from rapid growth and lack of scalable processes and systems.Reported to: CEO ► Reports: 4 direct, 1 indirect, 1 functional ► Budget: $7m OPEX, $200k CAPEX _________________________________KEY ACHIEVEMENTS + KEY PROJECTS★ Supported the CEO in driving a 400% increase in profitability over a 2-year period.★ Key contributor to onboarding the largest client, Baby Bunting, a major win delivering a 50% increase in business. Partnered with the CEO on presentations, data modelling and relationship management.★ Transformed the logistics and distribution model, increasing productivity by 100%, doubling warehouse size and moved to drop shipping for the company’s largest client.★ Introduced a new ticketing system for claims. Migrated financial operations to a cloud-based solution including inventory management, invoicing and product capabilities.★ Built KPIs for sales and operations staff and financial performance. Measured sales performance for the 1st time. Created a focus for marketing and digital activity.DRIVING OPERATIONAL EXCELLENCE► Responsible for $7m OPEX and $200k CAPEX, with cashflow, budgeting/forecasting, and procurement responsibilities. Drove 18% sales growth from FY16 to FY17, and a 16% improvement in receivable days.► Selected providers, led negotiations and managed relationships with providers for 3rd party warehousing, logistics and freight. Negotiated service levels, renegotiated contracts, and managed performance.► Launched and managed initiatives to optimise performance of IT systems, customer experience, operational efficiency, standardised monthly business performance reporting, sales and cashflow reporting. -
Senior Marketing Operations Manager (Global Enterprise & Services)Telstra Jan 2011 - Dec 2015Melbourne, AustraliaBrought Telstra Managed Wi-Fi to the enterprise and government market driving all aspects of the go-to-market campaign. Led commercial management of Telstra Wholesale’s NBN business enabling $10m of contract renewals.Reported to: Director Managed Services ► Budgets: $250k OPEX, $3m CAPEX, $6m+ p/a revenue/sales_________________________________KEY ACHIEVEMENTS★ Delivered $3.8m in year 1 revenue with Telstra’s Managed Wi-Fi launch, exceeding targets by 27%. Drove $1.35m in sales through major events attended by up to 5k+ customers. Increased sales by $3m p.a.★ Using data science and analytics, developed powerful commercial models for profiling Telstra Wholesale solutions vs. NBN direct deals for Telstra Wholesale customers.★ Provided briefing materials, presentations and talking points for Group Executives’ presentations at communications day events – the largest telco industry events in Australia.★ Presented at customer events (Telstra Live and Telstra Advantage) developing sales collateral, communications, content for online and social, seller’s guides, and a sales support capability. -
Program Director (National Consumer Credit Program)National Australia Bank Apr 2010 - Dec 2010Melbourne Area, AustraliaOn-time and on-budget delivery of a $40m program for 24k users, implementing National Consumer Credit Protection (NCCP) reforms post GFC. Provided status update reporting into NAB’s board, delivering the program with no regulatory breach warnings or infringements and no political or reputational fallout for the bank.Reported to: Head of Compliance (NAB Global) ► Reports: 7 direct, 90 indirect ► Budgets: $10m OPEX, $30m CAPEX
Gary Pianko Education Details
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Accounting And Finance -
Accounting
Frequently Asked Questions about Gary Pianko
What company does Gary Pianko work for?
Gary Pianko works for Melbourne Holocaust Museum
What is Gary Pianko's role at the current company?
Gary Pianko's current role is Head of Operations.
What schools did Gary Pianko attend?
Gary Pianko attended Deakin University, Monash University.
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