James Casey Email & Phone Number

Sandstone Point, Qld, Au

Brisbane, Queensland, Australia

Responsible for the management, reporting, planning and analysis of Optus Consumer Customer Operations commercial portfolio, incl. development and management of Customer Operations annual operating budget and commercial strategy.• Management of an OPEX budget in excess of $300M and 5,000 FTE• Preparation of the annual operating plan / budget for Customer Operations• Management of month-end process including OPEX review and forecasting• Preparation, analysis and management of commercial evaluation business models.• Development of Vice president and Directors’ annual budget / financial targets• Preparation of monthly Customer Operations financial performance reports

Melbourne, Australia

Responsible for the management, reporting, planning and analysis of Customer Operations finance. Specific responsibilities include:• Management of an OPEX budget in excess of $300M and 5,000 FTE• Preparation of the annual operating plan / budget for Customer Operations• Management of month-end process including OPEX review and forecasting• Preparation, analysis and management of commercial evaluation business models.• Development of Vice president and Directors’ annual budget / financial targets• Preparation of monthly Customer Operations financial performance reports, including tracking of headcount and high level business performance indicators.• Ongoing unit based financial reporting (cost per customer, cost per contact)KEY ACHIEVEMENTS• Integration of SMB Customer Care and Consumer Customer Care into Customer Operations with a cost structure reflecting the new organisational structure, and management of these changes within corporate accounting tool.• Assisted in development of annual operating plan (AOP) FY13, FY14 and FY15.• Delivered positive OPEX results in: - FY13 - $23.7M under budget - FY14 - $28.0M under budget• Developed monthly financial reporting for Customer Operations which included - Monthly, year to date and full year forecast OPEX - Cost per call measurement, trending and insights - Cost per customer, trending and insights - Headcount reporting, trending and insights - Subscriber numbers & other business performance metrics

Responsible for managing of the reporting and analysis team. Specific responsibilities included:• Management of 4 direct reports• Management of business performance reporting portfolio for SMB Customer Care including daily, weekly and monthly performance reports• Preparation and management of Business Performance Review (BPR) reports for CEO/CFO presentations• Management of weekly trading reports and presentation to General Manager• Business analytics and business intelligence (contact rates, call drivers, customer profiling trending & analysis)• Data storage and manipulation• Commercial analysis support as required by (or in absence of) commercial managerKEY ACHIEVEMENTS• Development of a fully-automated contact centre performance reporting solution, delivering daily, weekly and monthly PDF based reporting• Development of automated customer credit adjustment reporting including tracking of credit adjustments to budget. Analysis of credit adjustments to ensure compliance with business process and mitigate risk of revenue leakage.• Developed web based reporting distribution system, replacing legacy distribution method, allowing users to self-serve reports.• Implemented and maintained complex data collection and distribution database solution to improve data availability and accuracy, enable automated reporting and enhance customer behaviour analysis.• Development of SMB annual operating plan for FY13 prior to structural changes. Contributed to development of AOP plans for FY11, FY12.• Delivered a significant overhaul to the business performance review CEO/CFO presentation and weekly trading packs, attending and contributing to executive level reviews.• Managed the development and transition of reporting from legacy systems into Oracle OnDemand CRM platform, including up-skilling and development of the team.

Melbourne, Australia

Responsible for management of the SMB Customer Care Workforce Planning team. Specific responsibilities included:• Management of 4 direct reports.• Workload forecasting and roster preparation for 400+ staff across Australia, India and The Philippines to +/- 5% accuracy• Real-time schedule management of contact centre staff to ensure contact centre service performance targets are achieved• Mid and long-term workload and headcount forecasting• Business Case development and support to Commercial Manager, specifically ‘what if’ scenarios to determine impact to service performance.• Management of IVR, Call Routing and ACD portfolio for Small Business Division.KEY ACHIEVEMENTS• Consolidation of team to support Workforce Planning and Reporting as separate functions• Development opportunities immediately identified, organised externally facilitated courses to close skill gap• Establishment of ongoing mid to long term workload forecasting (6-12 months)• Led the workforce planning portfolio as part of a significant off-shoring program to external vendors across three countries• Led significant improvements to Small Business IVR structure, simplifying the experience for customers and significantly simplifying the change process for internal stakeholders

Responsible for management and ongoing maintenance of contact centre performance reporting and analyses for SMB Customer Care. Specific responsibilities included:• Preparation of business performance reporting portfolio for SMB Customer Care including daily, weekly and monthly performance reports• Preparation of weekly trading reports and presentation to General Manager• Preparation of customer save and CHURN activity reporting• Cohort customer behaviour analysis• Data & database management and manipulation• Small Business IVR, call routing and ACD – responsible for processing changes

Melbourne, Australia

Melbourne, Australia

Differed Bachelor Of Computer Systems Engineering, Computer Systems Engineering

Education record

Activities and Societies: Production Sound & Lighting CSIRO Science School Band - Drums & Percussion

Education record