As Performance & Capacity Specialist I support the national WFI Client Services teams with the delivery of key initiatives and strategic priorities, incorporating effective change management and communication across the business. The role is responsible for providing specialist subject matter expertise and knowledge to assist our people to improve existing processes as well as the delivery of continuous improvement outcomes and solutions.Key Responsibilities:- Assist with the delivery of national initiatives and strategic priorities and ensure benefit realisation is measured & reported on- Work collaboratively with the Leadership Team and key stakeholders across various business areas to ensure initiatives are effectively managed and implemented- Provide guidance and support on effective change management practices including activity timelines, communication and organisation of training and embedment- Provide performance updates, reports and presentation packs on a regular basis- Provide specialist subject matter expertise and knowledge to improve existing processes- Lead the network of Safe and Well Champions to support a safety culture- Represent WFI Client Services in relevant IAG meetings and forums and influence decisions that support our strategy and priorities- Review & monitor the capacity of the national WFI Client Services teams & provide recommendation in terms of benchmarks, workforce planning & workload management

Drive organisational performance through the delivery of integrated training and coaching on Requisite Enterprise (Leading@IAG ) principles to IAG leaders and employees, maximising embedment and the people experience while uplifting leadership capability.• Facilitate and coach AU & NZ business leaders and employees to embed Requisite Enterprise/Leading@IAG principles• Work with business-embedded facilitators and coaches to maintain skills currency in Leading@IAG principles• Act as SME on Requisite Enterprise principles and provide subject matter expertise on all key principles and integrate best practice strategic thinking• Partner with the Design Lead and Change Manager to provide SME advice on current business challenges in order to design fit-for-purpose learning and embedment solutions• Partner with Integration Lead & Project Manager to prioritise next year deliverables, report progress, deliver to agreed timelines and identify any potential risks to delivery• Manage key stakeholders, activities, requirements and consultation/ feedback

To deliver and embed an integrated people strategy that creates a highly engaged workforce that is aligned to our purpose and has the capabilities to meet the customer and business needs today and into the future. I am responsible for ensuring the Leading @ IAG principles and framework are fully adopted by the Customer Delivery Intermediated leadership team.

Lead and guide the Australian Business Division with underwriting and process expertise to drive sustainable continuous improvement initiatives and deliver efficiency and effectiveness. Provide strategic direction to key stakeholders to achieve continuous improvement to better their business and financial outcomes. Always ensure our customers are front and centre of any decisions we make and every action we take. Key Responsibilities:- Lead both initiative-based and continuous improvement activities to deliver measureable enhanced system, process or people outcomes.- Leverage LEAN, Agile, HCD and PDA methodologies in pursuit of the desired outcome.- Support the ABD Proposition Development Approach - Apply project methodology expertise to scope, understand requirements, plan, build, deliver, implement, embed and track for all implemented initiatives.- Collaborate with internal and external stakeholders to review progress and reset strategy to deliver optimised business outcomes.- Coach, lead and support leaders within ABD to deliver a fully embedded and sustainable transition to a new BAU. - Lead and guide internal stakeholders on how to manage continuous improvement and change across ABD.- Understand the financial drivers to inform key decision making to achieve effective outcomes for ABD.- Create and own the stakeholder engagement framework. - Capture and analyse key performance data and provide recommendations for improvement.- Report and monitor progress on Initiatives to stakeholders and the team.- Coordinate and at times conduct UAT for ABD projects and initiatives.- Represent the Performance and Alignment team as a leader and champion of change.

Responsible for consulting with IAG Commercial Insurance (CI) Divisions to design, document and deliver telephony solutions and support, providing efficiencies and cost savings, whilst assisting the business to provide ‘consistent and deliberate partner and customer experiences’.Key responsibilities: - In consultation with CI Divisions and stakeholders design, deliver and document telephony requirements ensuring consistency across CI at IAG. - Document and maintain the telephony landscape, applying appropriate change control discipline to telephony standards. Guide customer interaction standards across configurations.- Act as advisor on Workforce Planning, Call Recording, Reporting, Call Flows, Hunt Groups and all telephony technology and provide support to the business for projects with a telephony component.- Build and maintain effective working relationships with all key stakeholders across IAG. Act as a liaison point between suppliers and the business for all telephony related initiatives. Educate and assist the business to utilise telephony to drive and deliver customer and business benefits.

Following IAGs acquisition of the Wesfarmers Insurance business in 2014 I was engaged as a technical specialist on the project to act as the lead business representative responsible for delivery of a successful migration of three unique insurance brands to the IAG telephony platform.Achievements -* Seamless migration of 1000 contact centre users to IAGs Cisco platform in 30 locations across Australia and abroad* Migration of 1000 back office end points* Successful execution of contact centre solution managing over 10,000 customer calls a day* 1000 diversions of old to new answer points* Porting all telephony to a new provider * 140 13/1300/1800 numbers* Deploy new WFM solution * Deploy new Voice Recording solution* Deploy new reporting solutionResponsibilities - * Discovery* Stakeholder engagement* Business Requirements* Design solution to meet requirements and align to IAG standards* Build/Test/Deploy contact centre call flows* Vendor management* Business communications, change management and training* Post deployment support* Handover to BAU

Jawun is one of IAG's Reconciliation Action Plan Partners and works in partnership with the corporate sector and Indigenous community organisations. The aim is for secondees to deliver on a project or initiative identified by the Indigenous organisation as being of benefit to their business and community. I was lucky enough to be selected to spend six weeks in Victoria’s Goulburn-Murray region supporting the Rumbalara Aboriginal Cooperative to establish and launch two independent business units with the long term aim of developing self-generated income streams. This secondment gave me an outstanding development opportunity and significantly improved my creative problem solving skills; gave me greater confidence in my capabilities and generally gave me a more optimistic outlook. The chance to interact with indigenous Australians of all ages was such an eye opening and positive opportunity to listen, learn and participate in a genuine skills transfer.

In 2011, EnergyAustralia (formerly TRUenergy) acquired the retail customer base of Ausgrid in one of Australia’s largest M&A transactions. The acquisition represents an approximate doubling of EnergyAustralia’s customer base. The EnergyAustralia Integration Program (EAIP) is the vehicle for completing all post-merger integration activities. The EAIP will integrate the acquired customer base, enhancing processes, structures, enablers and resources to support the larger customer base while establishing a sound business platform to enable growth and profitability. Key responsibilities:- Gather business requirements by conducting detailed interviews with business users, stakeholders, and Subject Matter Experts (SME’s).- Assist in modelling and documenting the end-user's AS-IS workflow and TO-BE business processes. - Prepare Business Requirement Document (BRD) and performed analysis to convert high level business requirements into detailed requirements and functional specifications. - Perform in-depth gap analysis with different business groups to ensure that the desired initiatives are met. - Use MS Visio to create process flowcharts and workflow diagrams. Key achievements: - Interviewed business users to gather requirements and analysed the feasibility of their needs by coordinating with the project manager and technical lead. - Conducted gap analysis and created AS-IS workflows to better understand the mechanics of the existing system. - Identified opportunities for business process improvement and initiated efforts to make improvements. - Prepared comprehensive BRDs that provided appropriate scope of work for technical team to develop the overall system.- Developed and managed requirements traceability matrix to trace business and functional requirements.

CGU is one of Australia’s largest insurers and is part of Insurance Australia Group [IAG]. The One Voice Program worked to streamline and enhance telephony based customer interactions across CGU to support business strategy and improve the customer experience.Key responsibilities:- Identify and document current telephony technical and business requirements and call flows relating to inbound 13/1300/1800 services.- Understand, identify and document ideal telephony requirements.- Design new optimised and standardised call flows for inbound services.- Coordinate all voice & progress announcements for IVR’s.- Rationalise redundant 13/1300/1800 services.- Coordinate technical as well as business workshops relating to call flow requirements, design and UAT.- Identify and manage project risks and issues.- Liaise with other team members, as well as Melbourne and interstate business and technical staff.Key achievements: - Documented and optimised 90 of CGU’s enhanced 13/1300/1800 services. - Rationalised 530 of CGU’s current 13/1300/1800 services down to 90 services to simplify inbound customer call handling.- Reduced inbound IVR options from 3,350 to 190 options, greatly improving customer satisfaction, speed of answer and reduction of call transfers.- Coordinated and chaired more than 70 business workshops across various business units.- Coordinated the UAT and go-live of 90 optimised services.

Aegis Australia services include Consulting, Technology and IT Outsourcing, Business Process Outsourcing (BPO), Call Centre services, and more. Aegis Australia design and deliver tailor-made solutions across all major industry verticals, including Banking and Finance, Insurance, Telecommunications, Retail, Health Care, and Transport. Key responsibilities:- Provide strategic leadership and best practise workforce management, reporting and pricing fundamentals across the BPO contact centres.- Manage and develop the Workforce Management department of 18 staff encompassing the functionalities of WFM, reporting, dialler, and commercials (pricing and invoicing).- Deliver companywide reporting and analysis on operational performance.- Participate and contribute to global contact centre operational performance improvement strategies.- Staff engagement, training and development.- Monitor and prepare analysis of existing contract performance to ensure financial and operational targets are being met.- Understanding and identifying the effects, variances and outcomes of all margin levers to key stakeholders of the business.Key achievements:- Took a team that was in an unprecedented position of 100% attrition through to 0% in the last six months.- Mentored a succession resource to take over the responsibility for the development and presentation of pricing solutions for the business.- Drove performance improvements both operationally and financially.

Key responsibilities: - Provide recommendation to the Executive on how to drive operational performance improvements to both meet and exceed KPI and margin targets. - Analyse, consult and coordinate with Contact Centre Managers on tactical initiatives that have commercial impacts to the business.- Analyse, consult and coordinate with Workforce Management and Reporting on call and resource/dialler initiatives that have commercial impacts to the business.- Conduct hand over commercials to operations ensuring there is an understanding of cost and revenue drivers.- Post implementation reviews to validate cost estimates and ensure operational performance is meeting targets.Key achievements: - Maintained sole responsibility for the development and presentation of robust cost models that were both client focused and commercially sound.- Worked towards continuous improvement in current commercial arrangements through both performance and cost analysis.- Displayed exemplary time management skills in responsiveness to current client needs and new business demands in the sales environment.

Key responsibilities:- Analyse, consult and coordinate with General Manager and Executive Manager on strategic initiatives that have commercial impacts to the business.- Day to day liaison with clients on business as usual sales and operational matters.- Contribute to the pricing and commercial construct of various Contact Centre Tenders and RFPs across the business.

Key responsibilities:- Deliver commercial solutions for new business and contract renegotiations for presentation to the Executive.- Prepare analysis of contract performance for internal reviews of existing commercial arrangements.- Consistently liaise with key stakeholders to ensure that project outcomes are managed according to schedule particularly in relation to tender responses.

Key responsibilities: - Design and roll-out of long term forecasts; capacity management; utilisation; and cost. - Ensuring workforce management strategies meet and exceed business requirements. - Provide regular value-add recommendations to the business that result in increased cost efficiencies whilst maintaining staff satisfaction in a consultative manner.- Manage Resource Planners as direct reports, ensuring their roles are performed to business expectations and professional development needs are met