Jennifer Bednar Email & Phone Number

Narre Warren, Victoria, Australia

Melbourne, Australia

Melbourne, Victoria, Australia

Melbourne, Victoria, Australia

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.

Canberra, Australian Capital Territory, Australia

Lilydale, Victoria, Australia

Lilydale, Victoria, Australia

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.

Lilydale, Victoria

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.

Melbourne Area, Australia

• 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

Melbourne Area, Australia

• 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.
• 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.
• 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

Melbourne Area, Australia

• 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

Graduate Certificate

Change Management

Certificate Iv Project Management, Project Management

Certificate Iv Workplace Training & Assessment, Learning And Development

Postgraduate Diploma Of Applied Psychology, Organisational Psychology

Bachelor Of Science, Psychology; Management

Agile Masterclass, Project Management