Michael Wilson Email & Phone Number

Melbourne, VIC, AU

Melbourne, Victoria, Australia

A member of the Global Delivery Services Leadership Team.Leadership and management of a global operations team supporting LHH candidates taking part in career transition, redeployment and career mobility programs. Delivering global support in 9 core delivery languages.- Successfully established a Shared Services Center of 50+ team members, resulting in.

Melbourne, Victoria, Australia

• A member of the Australian Leadership Team, responsible for the Operations, Engagement and Centralised Branding teams of LHH ANZ.
• Oversaw workforce planning and recruitment of delivery staff to meet 120% increase in demand during Covid-19 lockdowns whilst maintaining profitability margins.
• Successfully facilitated rollout of process automation to engagement team, increasing productivity by 22% whilst promoting consistency and quality and improving candidate experience.
• Effectively managed transition of teams to a fully virtual working environment during COVID-19 lockdown. Team engagement increased from by 12% to an engagement score of 8.7.

London, United Kingdom

• Strategic development and analysis of the LHH Career Transition and Talent Development Businesses, reporting results against company KPI's and targets.
• Partnered with Sales Operations, Legal and Finance to implement governance model for sales and project planning to eliminate cost, improve customer experience and maximise revenue potential.
• Provided quarterly and annual analysis and insights on financial performance and delivery to drive overall business strategy.
• Generated $500K p.a additional revenue, revised engagement strategies and upgraded programmes by partnering with sales leaders and management teams to share best practice engagement with high impact accounts.
• Ongoing management of LHH UK & Ireland property portfolio. Using forecasts, footfall and delivery trends to ensure LHH provided cost effective, best in class facilities to support staff and candidates.

London, United Kingdom

• Created targeted engagement strategies for key accounts to increase engagement rates and revenue.
• Successfully led project to enhance communications to candidates, increasing speed of revenue recognition by 7% and saving $50K of cancellation fees annually.
• Produced and analysed reports on engagement to identify themes to manage individual performance and make recommendations to increase revenue for specific accounts.

Auckland, New Zealand

• Digital Mobile is Vodafone New Zealand’s Premium Channel Partner with both retail and business teams throughout the country.Leading a team of 10 account managers, 2 support staff and a technical product specialist.
• Increased teams productivity and profitability through design and implementation of support structure to ensure adherence to strict SLA’s and business requirements.
• Led roll-out of Salesforce.com to sales and service delivery functions across Digital Mobile.
• Developed and maintained reports and dashboards to demonstrate adherence to company targets and Vodafone New Zealand contracted KPI’s.
• Achieved in excess of 120% of gross profit targets for the ’15-’16 financial year.
• Managed strategic relationship with the Certified Builders of New Zealand, increasing revenue by over 100%.

Auckland, New Zealand

• Responsible for the management of 3 small business teams (Inbound Sales/Service, Lifecycle Management and Telephone Account Managers) whilst retaining existing revenue and ensuring customer satisfaction.
• Project managed the transition from a campaign fee model to a transactional profit model for the Lifecycle Management Team, resulting in an increased profitability of 120%.
• Campaign creation and management for Lifecycle Management calling, resulting in decreased churn of customers by 19%.
• Re-designed implemented an inbound customer service model, resulting in a ‘time to answer’ of under 30 seconds and an increase in ‘first call resolution’ by 47%.

Auckland, New Zealand

Auckland, New Zealand