Margaret Le Email and Phone Number
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I have a proven track record in identifying improvement opportunities and delivering business outcomes in Local Government, underpinned by a knack for interpersonal and staff engagement skills. My organisational, people and business achievements to date reflect my collaborative approach in delivering change by using a strong work ethic, sincerity and sense of humour.I have demonstrated the ability to deliver in roles that require a fine balance between strategic and operational foci, as well as leading teams to successfully transform processes and build strategic partnerships with key stakeholders. I find it most satisfying to harness the collective energy and expertise of a group to solve challenging problems and improve customer experiences.I have been fortunate to acquire a valuable and unique mix of technical skills, experiences and networks that cover an expansive Local Government knowledge domain, comprising Customer Service and Call Centre management; Records Management; Organisational Development; Depot Operations; Information Systems; Business Improvement; Service Reviews and Corporate Planning.I also hold a Bachelor of Commerce from the University of Sydney. I commenced a research degree Masters in Management from the University of Wollongong which investigates the impact of organisation structure on workplace empowerment in local government. I have attained certifications in ITIL v3 (IT service delivery best practice) and PRINCE2 (Project management best practice).
Georges River Council
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Manager City LifeGeorges River Council Dec 2020 - PresentHurstville, Nsw, AuLead team of approximately 40 staff through 6 direct reports overseeing Customer Experience, Events, Venues and Community Property;Spearhead strategic initiatives to transform the council's customer experience across all departments.Provide expert advice and reporting to Council, Executives, and General Manager on Customer Experience, Events, and Community Property matters;Develop and implement measurable strategic targets for Customer Service improvement Manage a budget of approximately $3.5 million, ensuring cost-effective operations;Ensure responsive, professional and reliable Service Centres and customer contact channels;Manage Council and community events and sponsorships;Manage venue hire, sports fields bookings and community property portfolio.
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Manager Communications, Customer Service And EventsGeorges River Council Nov 2016 - Nov 2020Hurstville, Nsw, AuEffective and efficient management of the Communications, Customer Service and Events department, overseeing a team of 4 direct reports and approximately 16 indirect reports;Effectively manage a budget of approximately $3 million;Provide leadership for the Council-wide customer experience transformation program.Provide specialist advice to Council, Executive Management team and General Manager on the Communication, Customer Service and Events strategy of Council;Prepare high quality media releases for Council, Mayor and General Manager;Develop and implement quality and meaningful public consultation processes;Oversee Council’s media schedule including Mayoral column, social media accounts and press conferences;Manage Council’s website and coordinate Council’s internal newsletter;Ensure the provision of a responsive, professional and reliable Service Centre and Outreach Centre;Monitor and report on Council’s customer service performance, identify initiatives and provide strategic advice to Council’s senior management for improvements;Ensure compliance with all relevant legislation and Council policies; manage risks effectively Contribute positively to Council’s internal communications; andMonitor relevant media to identify issues impacting Council's business or service delivery, escalate to Council, Executive Management team, and General Manager.
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Manager Governance And Risk (Acting)Georges River Council Sep 2016 - Nov 2016Hurstville, Nsw, AuEnsure efficient and effective operation of the Governance Department;Manage public access to Council documents in accordance with the GIPA and Privacy Acts;Oversee Council’s meeting and business paper processes;Manage Council delegations, policies, codes, procedures and registers;Lead and implement governance projects;Manage Council’s Integrated Planning and Reporting Delivery Program and Operational Plans in accordance with statutory requirements;Administer Integrated Planning and Reporting software (Pulse); andMaintain and update the risk management plan and policy.
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Transformational Change Project Lead - Risk & Legal ServicesGeorges River Council Jun 2016 - Sep 2016Hurstville, Nsw, AuProject management of the ‘Risk and Legal’ services project stream, including Enterprise Risk Management, WHS, Internal Audit, Insurance, Legal Services, Asset Management and Property (Commercial, Community and Statutory).Review, integrate and enhance the policies, strategies procedures, systems, resourcing, facilities and service delivery of the above domains;Drive the change process, managing communication, engaging staff, leading working groups and coordinating training and support to ensure the success of the Risk and Legal project stream;Weekly reporting to the Department of Premier and Cabinet via the Transformation and Change Project Manager; andPresent progress updates and Exception Reports to the Executive Team.
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Project Lead - Services Stream Integration (Amalgamation) Planning TeamHurstville City Council Apr 2016 - Jun 2016Selected by the Executive Team of Hurstville City Council (HCC) for secondment to the Integration Planning Team and led the due diligence review of services.Responsible for the ‘services stream’ of integration planning, in response to the State Government’s proposal for the amalgamation of Hurstville with Kogarah City Council (KCC);Collaborate with HCC stakeholders and KCC counterparts to ensure the smooth transition of council services; andResearch, workshop and conduct investigations into by Councils and write recommendation reports to the Executive Team regarding the ‘services stream’ for integration planning.
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Manager Customer Service And RecordsHurstville City Council Apr 2014 - Jun 2016Managing a team of 18 staff, ensure the efficient and effective operation of the Customer Service Centre;Ensure the efficient and effective operation of Council’s records management; andDrive cultural change through a collaborative working relationship with internal businesses to improve customer satisfaction for all channels of customer contact.
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Coordinator Customer Service (Acting)Rockdale City Council Sep 2013 - Apr 2014Rockdale, Nsw, AuProcess and Projects: Responsible for managing the day to day operations of Rockdale City Council's customer service and call centre, developed Rockdale's strategic change program of customer-centricity ('Customer Service Blueprint' 3-5 year customer service improvement program of 90 initiatives) with the Project Steering Committee, instigated the knowledge-base project to improve consistency in customer experience with council information, informed the design of the new customer service centre (expected 2016).People: Facilitated customer service operational improvements though empowering the customer service team (14 staff) to champion initiatives, instigated team building, team communication and cultural change to become a highly engaged customer service team, collaborated with other service units to improve the customer experience for service users. -
Organisation Restructure Project/Change ManagerRockdale City Council Mar 2013 - Sep 2013Rockdale, Nsw, AuResponsible for the planning and implementation of the Organisational Restructure which was delivered within the planned 6 month time frame. Collaborated closely with high-level stakeholders (Executive Team, HR, Unions) on sensitive organisational and confidential industrial relations matters to implement the new organisational structure, utilising a strategic approach to organisational communications and change management to engage with staff, ensure staff well-being and resulted in zero industrial issues. Served as the trusted conduit for all restructure information between the Executive Team and the organisation.
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Operations Business Improvement OfficerRockdale City Council Oct 2008 - Feb 2013Rockdale, Nsw, AuPartnered with business owners to implement system and process changes in line with a program to develop a business improvement culture at Rockdale Council Depot. Streamlined work processes to achieve efficiency, implemented proactive work programs for productivity and service level improvements, and developed Council commercial ventures (commercial waste collection service, Nursery business) to enhance service delivery to customers and improve Council financial sustainability. Business analysis, process improvement, business modelling, project management, change management, stakeholder management.
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Environmental Business Projects OfficerRockdale City Council Dec 2007 - Oct 2008Rockdale, Nsw, AuInvestigate, develop and deliver business improvement projects in relation to Waste Management, Recycling, Environmental Health and local Regulations. Collate department management plan, business plans and workplans. Consolidate annual department budget.
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Hr Development GraduateRockdale City Council Sep 2007 - Dec 2007Rockdale, Nsw, AuFacilate team building workshop and staff induction, plan and implement staff awards, investigate organisation-wide continuous improvement system
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Town Centre Project OfficerRockdale City Council Jun 2007 - Sep 2007Rockdale, Nsw, AuProject manager for the inaugural Rockdale City Council Business Excellence Awards 2007 in line with Council's strategy of building better relations with local businesses. Plan, develop, implement and evaluate the new award program.
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Organisational Development GraduateRockdale City Council Mar 2006 - Jun 2007Rockdale, Nsw, AuConsolidate Management and Business plans, implement Team Based Appraisal system utilising the Australian Business Excellence Framework, information systems project administration and coordination, develop service level agreement documents, facilitate workshops, research in website development and knowledge management.
Margaret Le Skills
Margaret Le Education Details
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University Of SydneyIndustrial Relations And Human Resource Management -
University Of Wollongong"Investigating The Impact Of Business Unit Structures On Middle Manager Empowerment In Local Govt"
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Sydney Girls High School
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The Change NetworkLeadership And Management
Frequently Asked Questions about Margaret Le
What company does Margaret Le work for?
Margaret Le works for Georges River Council
What is Margaret Le's role at the current company?
Margaret Le's current role is Strategic business transformation | Customer-centricity | Change Management.
What is Margaret Le's email address?
Margaret Le's email address is ma****@****ail.com
What is Margaret Le's direct phone number?
Margaret Le's direct phone number is +128136*****
What schools did Margaret Le attend?
Margaret Le attended University Of Sydney, University Of Wollongong, Sydney Girls High School, The Change Network.
What skills is Margaret Le known for?
Margaret Le has skills like Business Process Improvement, Change Management, Organizational Development, Business Analysis, Government, Process Improvement, Policy, Project Management, Business Development, Training, Local Government, Program Management.
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