Lindsay Forman Email & Phone Number

Melbourne, Victoria, Australia

Responsible for enterprise and operational risk management across Forensicare (The Victorian Institute of Forensic Mental Health). This includes Audit & Risk Committee paper preparation and presentation, working with the CEO and their direct reports, as well as quarterly operational Risk Register meetings with Executive Directors and their teams. Also responsible for internal audit support and management of open issues plus Business Continuity Management.Achievements include:• Building relationships across the organisation to advance the risk culture and maturity• Risk consolidation enabling better management of significant operational and project risks (reducing one area from 70 to 5 core risks, another 26 to 7)• Recast risk presentation format with linkages to enterprise and operational risks• Risk Management Framework and Procedure recast to simplify content, aid flow and readability as well update to current practise• Internal Audit open issues – established new follow-up and reporting processes • Attestation - no actions for Risk management following mock accreditation assessment

Melbourne, Victoria, Australia

Responsible for the creation, implementation and management of a Governance, Risk & Compliance Framework, initially across the Billing, Credit & Collections team, then across the (new) Finance Operations Group. Incorporating risk, controls, compliance and business continuity management in addition to Internal & External Audit liaison and governance priorities.Key Achievements• Developed and implemented a Governance & Compliance Framework across the Group incorporating Risk, Business Continuity, Controls, Compliance and Metrics• Risk Management Framework enabled identification of key risks for inclusion in a new Risk Register and discovery work completed to identify the Controls to mitigate those risks o Achieved 3.9 (out of 4) in NBN’s Group Risk’s Maturity Assessment FY20 (Highest result across the Finance division)• Business Continuity Plan revised; tested & maturity target achieved• For all Audits (Internal, External and Controls Self Assessments), no observations found• Billing business process maturity targets met for the critical process (4/4) & exceeded for the non-critical processes

Melbourne, Australia

Responsible for the development, monitoring, co-ordination and management of the end to end billing operations functions within NBN. The National Broadband Network's aim is to bring high speed Internet to 8 million premises in Australia.Key Achievements• Business process maturity level increased significantly, including the creation of Lean / Six Sigma based artefacts: SIPOC, RACI and Swimlanes• Dashboards & VMB created to give weekly visibility of the Operations function including issues and key metrics• Key metrics of the Operation maintained at ‘Green’ and key controls in place with no Audit issues identified.• New operating structure implemented, establishing the building blocks for scalable growth

Melbourne, Australia

Managing bureau model billing and payments for multiple mass market and Commercial & Industrial (C&I) retail energy customers. The role extending to encompass Credit management and Back Office Operations management. Key Achievements• Role transformation from a single client to managing multiple clients operating across multiple states with applicable regulations in both the mass and C&I energy markets• Successfully managed the billing aspects of a major client migration (to another company), keeping staff engaged and achieving record results despite loss of the client and many jobs • Protecting revenue through the introduction of robust payment reconciliation procedures and enhancements

Auckland, New Zealand

Key ResponsibilitiesStrategic development and ownership of a compliance risk assessment framework for Telecom for the management of legal and policy compliance risk. Strategic development and ownership of a compliance reporting framework. Reporting to the Telecom Executive and Audit & Risk Management Committee of the Telecom Board, and compliance business unit account management for Technology & Shared Services group.Key Achievements• Protecting revenue through safeguarding the company from financial penalties by developing a companywide compliance risk assessment framework• Revitalised reporting to the Telecom Executive and Audit & Risk Management Committee of the Telecom Board, providing clear and concise updates on key risks, developments and metrics, to provide a clear picture of compliance and provide an assurance of risk mitigation• Giving transparency to the effectiveness of the compliance initiatives by developing metrics to gauge and trend key data that then facilitated effective decision making for future activities • Successful project managed a new Delegated Financial Authority (DFA) framework, liaising with General Managers and other stakeholders across all different Business Units

Auckland, New Zealand

Key ResponsibilitiesDirect report to the General Manager to audit Telecom’s compliance with the Telecom Separation Undertakings legislation. Reporting and presentation to the IOG Board, interpreting legislative requirements including those for Key Performance Indicators (KPI), Service Level Agreements (SLA) and Whistleblowing monitoring. Planning and conducting compliance audits.Key Achievements• Influencing key decisions by the IOG Board through the acceptance of recommendations leading to ‘Letters of Concern’ reported to the Commerce Commission and Telecom NZ Ltd• Using reporting to give visibility of Telecom’s compliance with specific KPIs and SLAs by creating reporting with trend analysis that enabled projection of whether the legislative requirements were likely to be met• Appointed to the roles of IOG Board Secretariat and Industry Liaison, including responsibility for the creation of the 2010/11 IOG Annual Report

Auckland, New Zealand

Management of the Wholesale billing operation, including wholesale and interconnect (network to network) billing.Key Achievements•Designing and implementing efficiencies to form a team capable of delivering successful outcomes for the wholesale industry, achieved through identifying and closing gaps in the structure •Increased customer survey rating for two largest customers by 35 percentage points July to December 2007 through significant internal/external relationship building•Building staff morale resulting in a significant reduction in staff turnover from over 100% PA to under 10% PA•Using reporting to give visibility of the operation through the establishment of metrics and group reporting, enabling targeting of responses and resolution to increase speed of service

Auckland, New Zealand

Management of 25 staff across three cities, delivering billing solutions for corporate & business customers.Key Achievements•Building staff morale resulting in a reduction in staff turnover from 60% in the year ending 31March 2006, to 5% in the quarter ending July 2006•Empowered staff through increased ownership, less unnecessary compliance and actively assisting professional growth through supporting development of staff members into new roles within the team •Rewarded with an “Outstanding” personal appraisal (top 5%) for 2006/7

Auckland, New Zealand

Management of Telecom’s Bill Production and Payment operations. Responsible for 30 staff & an operational budget of $30M to ensure all Telecom’s bills are produced & reconciled as well as all Payments processed and reconciled.Key Achievements•Record service levels & reduced headcount achieved through designing and implementing business efficiencies and continual process improvements•Protecting revenue through introduction of measures enabling the detection of billing anomalies and reconciliation of data preventing losses of hundreds of thousands of dollars•Risk mitigation achieved through processes and key controls being mapped to achieve SOX compliance•Rewarded with an “Outstanding” personal appraisal (top 5%) for 2004/05

Auckland, New Zealand

Management of the Xtra (NZ's leading ISP) billing function, including: data reconciliation & analysis. Key Achievements•Protecting revenue through the setting up of billing reconciliation & internal controls described as the best in Telecom by Internal Audit •Key player in the successful installation of the new billing system (Kenan Arbor) ensuring the billing and reporting business requirements were incorporated in the project delivery and gaining an understanding of the system to utilise its features to benefit the business •Enabling the business to be first to market with new product offerings and/or react quickly to competitors through the rapid deployment of billing packages

Postgraduate Certificate In Management Studies

Bachelor Of Business

Nz Diploma In Business

Diploma In Management

Bankers' Institute Of Nz - Certificate Of Banking