Kelly Mendes Email & Phone Number

Sydney, New South Wales, Au

Leadership and Strategy - Spearhead the development and execution of shared services strategies to optimise operational efficiency. Functions included in the Shared Services structure: insurance, AR, contact centre, compliance, contractor management, administration services, quality, training, property sales and customer onboarding. - Lead a high-performing team (~100FTE) to achieve organisational goals and drive continuous improvement.Cost Management - Implement cost-effective shared services models, resulting in significant cost savings for the organisation. - Oversee budgeting and financial planning to ensure efficient resource allocation.Process Optimisation - Streamline and standardise business processes across multiple functions, improving productivity and reducing errors. - Implement automation and digital transformation initiatives to enhance process efficiency.Service Excellence - Deliver exceptional service levels to internal and external stakeholders, exceeding SLAs. - Establish and maintain strong relationships with business units to understand their needs and provide tailored solutions. Technology - Implement and integrate advanced technologies and data analytics tools to enhance shared services capabilities. - Drive innovation in service delivery through the adoption of emerging technologies.Change Management - Manage change initiatives related to shared services implementation, ensuring smooth transitions and minimal disruption.Performance Metrics - Define and track key performance indicators (KPIs) to measure the effectiveness of shared services operations. - Implement data-driven decision-making processes to improve outcomes.Communication and Stakeholder Engagement - Effectively communicate shared services achievements and updates to senior management and key stakeholders. - Collaborate with cross-functional teams to align shared services with broader organisational goals.

New York, Ny, Us

Murarrie, Brisbane, Qld, Au

Management of Goodstart’s national shared services teams including enrolments, customer advocacy and complaint, and central business services tier 1 (accounts payable, purchasing, fleet, safety, incidents, HR, payroll, rostering, systems and general staff enquiries) - ~70 staffKey Achievements:- Increased overall Solution Centre Team performance:- Staff Satisfaction NPS score increase from -36 to +42- Customer Satisfaction NPS score increase from +9 to +75- First Call Resolution rate 85% (based on customer feedback) - Monthly tour bookings conversion increase from 32% to 65%- Staff unplanned leave reduction from 15% to 3%- Volume of interactions from 40K to 26K with the implementation of several process improvement initiatives- Reduction of business support staffing levels from 49FTE to 32FTE as per organisation target

Brisbane, Queensland, Au

• Developing a business case and detailed plans for the implementation of a new comprehensive shared services model across the Mater Group• Providing advice to Steering Committee and Workstream Leads on all aspects of the project. • Managing the project using the EPMO’s methodologies, processes and approaches to identify and capture risks, issues, actions and dependencies. • Supporting and mentoring the Workstream leads to ensure they actively contribute and integrate key business requirements into the development of their respective service models and catalogues.

Adelaide, South Australia, Au

• Proficiently leading a team of customer services and administrative staff members including the call centre team• Day to day management of the Services operations including staff management, feedback management, reporting and finance monitoring• Development of education programs to increase capability and encourage multi skill set across the team• Responsible for the customer contact strategy, development of systems and processes to ensure single call resolution principles are applied delivering a valued experience• Planning and executing initiatives to enhance effectiveness including use of innovative ICT systems and creative process design• Strategic relationship development across multiple areas of the enterprise and external agencies, ensuring services awareness, high utilisation of resources and increase sources of referrals• Identify customer journey and touch points with the goal of providing a fulfilled outstanding experience to every customer

Adelaide, South Australia, Au

• Played a significant role in transforming the Business Unit culture embedding a focus on Service Excellence, resulting in a substantial increase in both the annual staff satisfaction survey and the Net Promote Score (2007: +28 - 2014: +72)• Streamlined and optimised processes and procedures that achieved a 98% paperless environment

Adelaide, South Australia, Au

• Implementation of a new digital solution including task management, preventative maintenance plan and asset lifecycle• Development of a centralised service delivery model resulting in efficiency gains and a 20% reduction of contract costs• Conceptualised, designed and implemented the workforce mobility solution across the Property Services Business Unit enhancing time and quality efficiency

Adelaide, South Australia, Au

Boadilla Del Monte, Madrid, Es

• Establishment of a 100 agents call centre operation converting calls into new business resulting in the increase of 40% in sales of car insurance and 15% of agri-business insurance• Played an instrumental role in the development of 2 new products: Compulsory Credit Card Protection and Loss of Income associated with small loans

Mumbai, Maharashtra, In

Lexington, Kentucky, Us

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