• Leading a team of senior process specialists, guiding their professional development in line with our overarching process and knowledge strategy.• Fostered growth and comprehension of the process and business improvement sector, while maximising the utilisation of our flow-to-work capabilities in mission-critical projects.• Emphasised team capabilities in Process & Business Improvement (P&BI) through the coordination of people development day activities. This involved curating… Show more • Leading a team of senior process specialists, guiding their professional development in line with our overarching process and knowledge strategy.• Fostered growth and comprehension of the process and business improvement sector, while maximising the utilisation of our flow-to-work capabilities in mission-critical projects.• Emphasised team capabilities in Process & Business Improvement (P&BI) through the coordination of people development day activities. This involved curating content, scrutinising demonstrations to guarantee quality, and delivering informative sessions for our chapter members.• Took the helm as the P&BI QBR Planning lead, overseeing the proper allocation of chapter members. I spearheaded the development of best practices in both out-of-cycle and in-cycle allocation management. This included resource allocation and recruitment management to ensure the availability of necessary resources.I served as the stream lead for process redesign and automation, driving process optimisation and automation efforts throughout the Enterprise Assurance business. This encompassed: • Reviewing opportunities • Aligning them with key stakeholders for initiative prioritisation, • Conducting financial modelling to aid decision-making, • Overseeing the feasibility assessment for the deployment of new automations into the environment.Currently leading the ESM Automation strategy, defining standards and principles to ensure compliance with this strategy, aligning ESM SLT on the journey, gathering input, and striving for excellence by enabling additional automation resources to deliver solutions. Show less

Aligning business against strategic model for digital delivery and service offerings for enterprise customers:•Digital experience uplift but optimization of contact channels (customer online portals)•Volume reduction by data analysis and trending to identify patterns and initiative problem investigation and remediation•Optimise user and customer experience through tool enhancement and process simplification/standardisation•Visual Stream Mapping of processing to identify areas of… Show more Aligning business against strategic model for digital delivery and service offerings for enterprise customers:•Digital experience uplift but optimization of contact channels (customer online portals)•Volume reduction by data analysis and trending to identify patterns and initiative problem investigation and remediation•Optimise user and customer experience through tool enhancement and process simplification/standardisation•Visual Stream Mapping of processing to identify areas of waste and eliminate accordingly through automation or deflection.•Identify areas for opportunity for business growth through simplification of customer offerings (reviewing product design and support models)•Align support processes with consolidation of Global Business Service (horizontal and vertical streams) Show less

Team Manager of high performing individuals (Account Operation Specialists) that provide an operational and governance service to a set assigned portfolio of ASX enterprises utilising ITIL best practices.Key responsibility being career development for direct reports, also accountable for but not limited to:• Aligning team with proposed and implemented business strategy decisions.• Proactively contributing towards aligning team capabilities with business strategies by utilising AGILE… Show more Team Manager of high performing individuals (Account Operation Specialists) that provide an operational and governance service to a set assigned portfolio of ASX enterprises utilising ITIL best practices.Key responsibility being career development for direct reports, also accountable for but not limited to:• Aligning team with proposed and implemented business strategy decisions.• Proactively contributing towards aligning team capabilities with business strategies by utilising AGILE management practices.• Service uplift in affiliation to our Service Management Tool (ServiceNow)• Understanding customer solutions to ensure that the team can perform duties within their standard scope. Should the team be unable to perform these duties ensure the appropriate gaps are filled or escalate the solution to the appropriate area for reconsiderationExtracurricular: • Service Now Expert for Customer Service Centre in Customer Service Management Telstra, facilitating in PVT and UAT activities for system releases• ITSM Specialist Lead for Integrated Service Centre, responsible for incident and request management practice standardisation Show less

As an Account Operations Specialist, we provide an operational and governance service to a set assigned portfolio of ASX enterprises utilising ITIL best practices:• Perform Enterprise customer contractual SLA governance • Contribute towards Change, Problem and Capacity lifecycles within the broader business unit• Actively contribute to Knowledge Management (training and development) across multiple enterprise customers• Analyse Net Promoter Score verbatim and perform service… Show more As an Account Operations Specialist, we provide an operational and governance service to a set assigned portfolio of ASX enterprises utilising ITIL best practices:• Perform Enterprise customer contractual SLA governance • Contribute towards Change, Problem and Capacity lifecycles within the broader business unit• Actively contribute to Knowledge Management (training and development) across multiple enterprise customers• Analyse Net Promoter Score verbatim and perform service recovery where opportunity is identified to uplift business performance.• Proactively contribute towards aligning team capabilities with business strategies by utilising AGILE management practices.• Manage the compliance of Third Party Vendors, Internal and external enterprise partners and respective contractual OLA’s .• Build and maintain relationships with enterprise customers, account executive teams and key stakeholders.• Actively contribute to business projects, both locally and internationally.• Accountable for account/product specific knowledge and documentation, coaching and uplift for Service Desk Analysts Show less

Provide Training for new staff membersAdvise of cost saving techniques for the businessManaging role - Directing crew and monitoring performance