Mark Williams Email & Phone Number

Brisbane City, Queensland, Australia

Working as part of the Operational Excellence Team driving process improvement and business reform.

Brisbane, Australia

ABOUT: Australia’s most comprehensive digital database and multi-channel distribution network for tourism data, industry products, and destination information.THE ROLE: Combining extensive travel industry and start-up experience, and with full P&L responsibility, I led a total business transformation exercise that saw the delivery of a robust strategy, with the business restructured and repositioned to facilitate its international growth and development. This extended to improvements to service delivery, slashing costs, right-sizing headcount, and eliminating non-value-adding services from the business, which is jointly owned and managed by Australian State and Territory Government tourism bodies, and Tourism Australia. KEY OUTCOMES:► Commercialised the technology through white labelling, providing an ongoing mid-6-figure stream of revenue.► Boosted distributors by 633% in 18 months and in turn, capturing 90% of the market.► Negotiated and secured a multi-year $M+ contract. ► Thwarted market entry by a potential competitor by producing a technology solution suited to their needs. ► Halted loss-making activity and drove the business to unprecedented levels of profitability.

Singapore

Provided expert opinion and advice on the technological, business and change management aspects of STB's key technology and data initiatives, to support the development and adoption of the Tourism Information & Services Hub and Analytics Network.

Brisbane

ABOUT: US-based tech start-up and global online travel agency.THE ROLE: Tasked with driving the development of a sale-ready MVP.KEY OUTCOME:► Delivered a fully operational, sale-ready online platform.

Brisbane

ABOUT: State-wide passenger and rail infrastructure business.THE ROLE: Responsible for strategic planning, performance analysis and the management of Facilities (including capital projects), Business Support, Finance, Human Resources, Risk and Safety, Far North Queensland (FNQ) Operations and the Kuranda Scenic Railway. Executive Leadership Team Member. Accountable for 2134 staff, and a $MM capital budget.KEY OUTCOMES: ► Devised and implemented the strategy that achieved On-time Running (OTR) of 92.5% while a further 5700 peak period trains were added to the schedule.► Drove safety performance to new heights – reduced Lots Time Injuries by 11%; Lost Time Injury Frequency Rate (LTIFR) by 31%, and Medically Treated Injuries (MYI) by 51%. ► Achieved the highest Signals Passed at Danger (SPAD) rate in 25 years – up 25.54% on previous year.► Crafted and jumpstarted the implementation of the structure that aligned Far North Queensland operations to the rest of the State.► Averted strike action on 3 occasions.

Brisbane, Australia

THE ROLE: Newly created role to provide direction to a staff of 1900 following the upheaval created by the separation of QR National and Queensland Rail and through the dramatic change from an asset focus to the consideration of customer impact in decision-making.KEY OUTCOMES: ► Led the flood recovery efforts for team members directly impacted by the disaster.► Implemented a new City network timetable model - the first significant change in 15 years.► Reduced unscheduled absences by 18%.

Brisbane, Australia

THE ROLE: Mandated to boost tourism and sales performance, established an in-house corporate travel management service and ensure contractual arrangements were met.KEY OUTCOMES: ► Launched an online travel booking service which dropped cost of sale by 21%, shifted 36% of business online, and drove 50% of business previously transacted by travel agents to the portal, saving $2M in Year 1.► Improved service levels with the establishment of the corporate travel management service and saved $760K.► Restructured the rail fare model which increased yield and the number of seats sold.

Fellow

Education record