My role is to manage and oversee the general operations of Dental Centres to achieve the strategic business objectives for Allied Health. The management of key suppliers through negotiating preferred supplier agreements and setting KPI's to ensure agreements are met by both the supplier and Australian Unity. Project manage dental centre upgrades, acquisitions, opening new centres as well as process improvementsMy aim is to ensure the operational processes within the Dental Centres are managed according to agreed protocols, geared for growth and team members are suitably supported in their jobs. With a focus on key areas of people development, business operations, service delivery and continuous improvement, My role is pivotal to the strategic success of the Dental Centres, to support business growth and ensure exceptional clinical care.

My role is to manage and oversee the general operations of two Dental Centres to achieve the strategic business objectives for Allied Health. My aim is to ensure the operational processes within the Dental Centres are managed according to agreed protocols, geared for growth and team members are suitably supported in their jobs. With a focus on key areas of people management, business operations, service delivery and continuous improvement, My role is pivotal to the day to day success of the Dental Centres, to support business growth and ensure exceptional clinical care.

As the Operations Manager of estimating my role involved the day to day management of the estimating , assessing and administrations area of the business. This would include maintaining and building relationships with insurance companies and achieving all set KPI’s.Providing ongoing training, budgeting and ensuring the delivery of Customer service that exceeded Customer expectations are key objectives within this role.

As a Sales Consultant my primary role was to telephone interview people wanting to buy a franchise and then take them through the systems that James have in place. This process would be followed through by maintaining contact with the client every 48 hours through to the sale of the franchise business. The sale process would include everything from providing a presentation on the business, visiting existing franchisees, answering questions and concerns to uniform and equipment orders. My role also included Coaching. This was to provide the clients initial business coaching when they started as well as meeting with existing franchisees to ensure they were sticking to the system and maintaining their marketing and selling abilities.

Ownership of my own franchise business has provided me with business ownership skills. Running my own business has given me the confidence in marketing, sales, door knocking to introduce myself to clients and gain business.

As the Strategic Process Developer my primary role was to develop systems and processes related to the specific administrative functions applicable to the account management structure within the Johns Lyng Group. Providing significant process and system improvements in order to maximise our service to all of our Clients (end customer and Insurers such as Suncorp, QBE, IAG etc.).Ensure all Customer service coordinators meet their KPI requirements in all operational areas. Conduct weekly meetings with National Sales Director to discuss future direction of Client requirements. Work closely with all business units to ensure consistency in implementation of processes and procedures developed. Business Reporting - Generating business reports for JLG GO meetings (Directors monthly meeting) each month. Performance Management – Model staff responsibilities and KPI’s around targets set on each Clients individual requirements. Regularly monitor and review performance.

As the Systems and Operations Manager my position encompassed the management of external builders, leading a team of Customers Service Staff, developing a Builders service level agreement and creating systems and procedures to increase productivity and utilising technology at hand more effectively.

As the Operations Manager of the Victorian Home Claims Contact Centre department at AAMI my position involved the management of Home claims for the state. This included acceptance/denial of Home claims, product development, training, budgeting and the delivery of Customer service that exceeded Customer expectations.  Provided on-going development, coaching and mentoring to Team Leaders and Contact Centre Client Managers. Lead by example and live the AAMI Values. Ensure the Client Manager team exhibit a superior level of customer service that meets AAMI values, claims philosophy and service excellence standards. Be the nominated Manager for Consumer Appeals and Financial Ombudsman referrals Ensure Recovery process and adherence is followed by the team Manage Liability Claims in partnership with the Legal firms  Identify development needs for Supervisors and jointly develop improvement plans where required. Assist Supervisors with structuring and documenting ongoing performance coaching and development needs of their team members. Determine accurate and clear advice based on a sound knowledge and understanding of AAMI’s policies and their intent. Accept claims, where all AAMI criteria for risk management have been satisfied. Identify and plan for staffing requirements in the Client Manager team to achieve planned service outcomes Identify continuous improvement opportunities to achieve planned call efficiency metrics. Work with Repair & Procurement teams to ensure claims management meets a timely outcome Communicate the performance of the Client Manager team, both in writing and verbally, to the Home Claims Management team.