Michael Grieve Email & Phone Number

Sydney, Australia

Key highlights in this role include:Implementing Multicultural Engagement strategies for NSW program to increase access and awareness of the brand to Culturally and Linguistically diverse communities (CALD).Working collaboratively with internal stakeholders to test the market via request for tender activities to ensure vendors deliver best practice and clinically safe health related services.Amending service design to better align programs with national policy whilst driving further efficiencies through enhancements to reporting and data collection and contact centre operations.Accountable for operational management and service performance management, including customer satisfaction, development, delivery, operations, compliance and financial management.In this role I act as the Service Director ensuring all teams are coordinated across the business to deliver against the program requirements, ensuring all external stakeholder relationships are managed appropriately.

Sydney, Australia

Building relationships with external developers to identify, design and build new products for the website that align with policy and support the target demographic in the delivery of digital health services. Management of migration activities to a more current platform aligning the service to with the organisational direction to cloud based hosting Developing a video call booking platform to enable users to schedule video calls with Maternal child health nursesSuccessfully migrated newsletter platform to new vendor on time with no downtime. Expanding the current pregnancy newsletter offerings to cover birth to 12 months via a subscription on the websiteImplementing Qualtrics survey on content pages to enable user satisfaction on content from the websiteAs the Product Manager I am accountable for delivering and managing the company website by campaigning digital products and features to other stakeholders and identifying, updating and fulfilling digital product objective.I work collaboratively with the product development team, including business analysts, producers, developers and project managers and manage relationships with external service providers, including creative and user experience agencies.

Sydney, Australia

Notable achievements during this role included:-Being actively involved in the successful implementation of a new CRM system across government department and contact centers-Successfully implementing the rollout of the My Aged Care and Carer Gateway-Revising and implementing new business operations manual supporting process documentation for national aged care rolloutI oversaw the day to day operational support of the aged care and carer gateway, including website, national contact centers and service desk, whilst supporting the development and implementation of service modifications and enhancements for the aged care and carer reforms and national rollout.In this role I effectively managed complaints, escalations and feedback relating to the aged care and carer gateway and continuously focussed on improving overall NPS scores across contact centre and website through coordinating on-going improvement initiatives.

Sydney, Australia

Some highlights in this role were:-Being the Team Leader at Australia’s largest and widely distributed advertising and marketing company-Achieving highest sales growth 2 years consecutively whilst leading the Parramatta centre across regional and metro canvass-Receiving the annual shining star award, nominated by peers for outstanding contributions to the business in 2010-Implementing an organisation-wide Health, safety and environment plan and conducting compliance training for 19 staff in Parramatta, achieving AAA Ratings consistentlyI continuously ensured all EEO, HS&E, privacy and advertising policies and standards were understood and adhered to along with conflict resolution at all levels.In this role I was accountable for leading the implementation of people processes and managing monthly performance requirements. I also built, managed and maintained strong relationships with suppliers through effective communication with local and global business partners across multiple business functions

Sydney, Australia

Key achievements in this role included:-Effectively using customer service team training and development programme aimed at providing troubleshooting and product information to customers at first point of contact to maintain a reduction of claims budget-Creating and implementing an online web-form to allow customers to submit claims electronically, subsequently reducing call wait times and pressure on call centre teams-Reducing double booking on leave requests and created a more effective allocation of monthly RDO’s by introducing a new leave and rostering spreadsheet, allowing team leaders access to future planned leave and leave trendsI was accountable for conflict resolution, performance management, recruiting staff and conducting quality audits. I also managed business development, including acquiring new business partners and managed monthly claims budgets and adherence to warranty terms and conditions.

Brisbane, Australia

Managing internal and external complaints including Telstra workforce escalations and complaints, end to end processing of new business connections and training and coaching of new and existing staff. Applications systems testing and management , along with planning, management and monitoring of lean process implementation into the business.

Brisbane, Australia

Daily management and merchandising of store, recruitment and training of casual staff, financial and inventory management along with local marketing and implementation of national promotional programs.

Certificate 2 Retail

High School Certificate