As a Director at PwC, I specialise in delivering large-scale operational transformations, driving productivity and efficiency improvements across diverse industries. My role is marked by significant achievements such as leading the delivery of an operational capability uplift for a large Australian Telco (read the case study here: https://www.pwc.com.au/alliances/microsoft/transforming-telstras-frontline-ways-of-working.html), facilitating cost reduction and operational stability, spearheading an operational transformation for a Big 4 Australian Bank, driving an 18% increase in operational capacity, and leading a large multinational cost transformation project for a global banking client. In addition to these client-focused successes, I lead the Innovation capability within PwC's Perform team, developing a suite of productivity tools and applications now being globally utilised by clients (see a few here: https://vimeo.com/showcase/9976914. This innovative drive, combined with my focus on fostering team growth and development, has seen me recognised within the firm.Outside of these projects, I've contributed significantly to the firm’s thought leadership, sharing my insights and expertise to inspire colleagues and clients alike. Balancing strong leadership with a commitment to team development, I'm dedicated to maximising every opportunity for growth and success.

As an operations management consultant Simon has extensive experience working with both the public and private sector to optimise front and back office operations. Simon specialises in the optimisation and design of customer facing environments including contact centres, claims handling and recovery operations.

Working with the Management Consulting business, Simon provides operational support nationally for the deployment of resources across multiple capabilities, clients and industries. Working to maximise workforce utilisation, Simon also provides the consulting leadership team with insights into current and forecast performance, the resourcing landscape and provides guidance on how to maximise billable hours whilst minimising on-going risks to the firm. Strategically Simon provides insight into future demand against current capabilities and skills across sites, grades and gender; ensuring a balanced and strategic approach to building diverse capability and capacity to meet the workforce demands of the future.

Working as a consultant to the senior leadership team on how to optimise both processes and workforce management to deliver greater workforce productivity and release capacity from the Insurance Claims business units, incorporating claims lodgement, fulfilment and recoveries & settlements both on and off-shore. Key Outcomes Include:- Benchmarking/baselining workforce productivity to determine current state- Implementation of Operational Excellence methodology to identify capacity and focus areas for increasing productivity - Skills mapping the claims business to identify skills adjacency between divisions to allow more fluidity in managing WIP and resources across business units- Scenario modelling to determine the impacts of future ICT or process changes and calculating FTE requirements for future operating models- Analysis and modelling of call-centre volumes to identify failure demand and subsequent downstream impacts. Subsequently developed a list of recommendations to processes and operating model remove process waste by driving greater first call resolution and productivity improvements. - Cost benefit analysis of proposed FTE investments across multiple business units- Development of a WIP management tool for the entire insurance claims business enabling tracking of WIP age and the subsequent financial and nonfinancial impacts.

Internal consultancy and advisory services offering tailored solutions to build workforce capability, flexibility and agility.

Technical coaching; identifying improvement opportunities, formulating and delivering strategic coaching plans to build team member capabilities. Front line dispute resolution; delivering exceptional customer outcomes whilst minimising leakage and operational expensesLeadership support and ongoing team performance management