The Victorian Government’s Gender Equality Advisory Committee will advise on the implementation of equality measures in the Local Government Act 2020 and Australian-first Gender Equality Act, along with the election of more women to local government.

Leadership of the following teams:* Customer Experience - Contact Centre, Front of House, Customer Insights, and Business Operations* Digital & Data - digital transformation, online services, data governance* Communications - PR, web, publications, internal comms* Strategy & Innovation - corporate strategy, performance reporting, innovation, Business Excellence continuous improvement, operational improvement (back office).

Lead senior officer responsible for the Council’s governance, corporate planning, customer service, business excellence, digital transformation and communications functions. The Corporate Affairs department comprises of over 70 staff, and an annual budget of $7 million.

Staff and resource management• Lead more than 45 staff across five geographically disperse locations• Manage five diverse Customer Service sites, encompassing a range of shared services operations • Ensure optimal utilisation of resources through appropriate resource modelling, customer contact trend analysis• Provide strategic vision for achieving service delivery competencies across all staff• Lead and apply performance planning/development processes, including staff coaching• Implement our Quality Framework, internal service agreements, and Council Customer Charter.Business unit leadership• Manage an annual operating budget of over $2.2million, including a strategic budget of over $125K annually• Annual business planning, strategic visioning, departmental action plans, and contribution to Council plans, etc• Responsible for implementing technological advancements in Contact Centre telephony and online interfaces, including Contact Centre VoIP implementation• Lead all facets of customer service delivery, implementing quality systems and reporting• Set and achieve best practice KPI standards, motivate the team to achieve our stretch targets, and analyse the root causes for variation from target achievement• Influence overall Council service delivery and performance reporting through improving the useability of Pathway, and implementing key changes to achieve better value and data from the system• Third party contract management, including VicRoads agency agreements and remuneration and ‘After Hours’ telephone service contract and performance standards.Customer Strategy• Design and implement customer-focused strategies for both team and organisation, including our “Customer First” approach to placing customers at the forefront of all Council service provision• Continually gather, analyse and act upon customer and internal performance data to influence the ongoing improvement of processes, systems, and communications across team and Council.

• Responsible for and managed the Diners Club Customer Service and Operations stream in the successful transition of the business to a new Citigroup operational system across several new locations, including Sydney, India and the Philippines• Identified and documented all business system requirements, and coordinated with the Singapore development team to ensure the system met the requirements of all customer centric areas of the business• Identified potential process improvements and streamlining of practices, to reduce FTE requirements and optimise existing staff and business units • Incorporated change management principles during operating model discussions and knowledge transfer opportunities, to reduce resistance to change and foster a customer focused, rather than system focused, corporate culture• Managed and led a team of four (based in India) to execute UAT system testing, and procedure and policy development• Managed the knowledge and capability transfer of Diners Club business knowledge to Citi business managers, and Philippine-based back office teams through the development of policies, procedures and training materials• Overcame resource and time challenges through conducting thorough risk impact analyses, integration assessment, and training needs analyses• Responsible for requirements definition, business process mapping, documenting change requests, procedure and policy definition and development, weekly status reporting to steering committee, Customer Service UAT testing, training and communication across the Citi business, go-to subject matter expert in all Customer Service and Operations related enquiries.

• Managed and led a team of six premium service professionals in the Strategic Key Accounts Team, providing tailored service solutions to Diners Club’s biggest corporate clients• Consistently exceeded monthly service level agreement goals, contributing towards maintaining a $64 million contract with Department of Defence, through providing specialised service to 60,000 Dept of Defence cardholders• Responsible for developing and communicating the strategic Service Delivery direction for corporate service delivery to senior management• Key point of contact for Relationship Managers and major client corporate administrators, including Dept of Defence, NSW Government, DIAC, DEWR, and Coles• Recruited, trained and coached team members to achieve stretch goals, both professionally and personally• Built the team profile across the business, developing a positive, customer-focussed team culture where challenging existing ways of doing things was encouraged• Redeveloped the team Reward and Recognition program, applying a program more strongly aligned with company objectives and individual development needs• Delivered process improvement and change activities, including the development of a quality assurance program linked to Reward and Recognition, converting faxes to emails for increased efficiency, and streamlining of cross-functional processes to achieve operational efficiencies and morale improvements• Facilitated performance management training for Citigroup, focusing on goal setting, understanding career anchors and managing individual performance.