Michael Wilson

Michael Wilson Email and Phone Number

Operations Management | People Leader | Business Optimisation | Career Transition & Mobility @ Lee Hecht Harrison
Michael Wilson's Location
Greater Melbourne Area, Australia
Michael Wilson's Contact Details

Michael Wilson personal email

n/a

Michael Wilson phone numbers

About Michael Wilson

Result-oriented business leader with experience working in both Asia Pacific and EMEA in the professional services and telecommunications sectors, with a track record leading high performing, geographically diverse teams across multiple functions.Drives operational excellence with a focus on continuous improvement at both organisational and individual levels. Proven ability to analyse and influence change to enable improved efficiency, better service and quality outcomes for both candidates and customers.

Michael Wilson's Current Company Details
Lee Hecht Harrison

Lee Hecht Harrison

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Operations Management | People Leader | Business Optimisation | Career Transition & Mobility
Michael Wilson Work Experience Details
  • Lee Hecht Harrison
    Vice President, Global Candidate Support Services
    Lee Hecht Harrison Jun 2021 - Present
    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 annual cost savings of $1.2M in the first year.- Reduced costs of delivery by 32% whilst maintaining SLA's and candidate satisfaction through adjusted resourcing, technology enhancements and operational efficiency.
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  • Lee Hecht Harrison
    Operations And Engagement Manager, Australia & New Zealand
    Lee Hecht Harrison Mar 2020 - Jun 2021
    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.
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  • Lee Hecht Harrison
    Business Operations Manager, Uk & Ireland
    Lee Hecht Harrison Oct 2018 - Mar 2020
    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.
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  • Lee Hecht Harrison
    Engagement Manager, Uk & Ireland
    Lee Hecht Harrison Dec 2016 - Oct 2018
    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.
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  • Digital Mobile
    Manager - Sme Retention
    Digital Mobile Jun 2015 - Jul 2016
    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, responsible for the growth and retention of 3000 high value SME customers with $19M annual revenue. • 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%.
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  • Digital Mobile
    Manager - Small Business Retention
    Digital Mobile Dec 2013 - Jun 2015
    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%.
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  • Digital Mobile
    Small Business Account Manager
    Digital Mobile Oct 2013 - Mar 2014
    Auckland, New Zealand
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  • Digital Mobile
    Telephone Business Specialist
    Digital Mobile Nov 2012 - Oct 2013
    Auckland, New Zealand
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Michael Wilson Skills

Leadership Team Leadership Telecommunications Customer Experience Direct Sales Call Centers Recruiting Salesforce.com Administration Sales Management Managed Services Customer Service Account Management Customer Retention Customer Satisfaction Solution Selling Team Management Mobile Devices Data Analysis Strategy

Frequently Asked Questions about Michael Wilson

What company does Michael Wilson work for?

Michael Wilson works for Lee Hecht Harrison

What is Michael Wilson's role at the current company?

Michael Wilson's current role is Operations Management | People Leader | Business Optimisation | Career Transition & Mobility.

What is Michael Wilson's email address?

Michael Wilson's email address is mi****@****e.co.nz

What is Michael Wilson's direct phone number?

Michael Wilson's direct phone number is (469) 850*****

What skills is Michael Wilson known for?

Michael Wilson has skills like Leadership, Team Leadership, Telecommunications, Customer Experience, Direct Sales, Call Centers, Recruiting, Salesforce.com Administration, Sales Management, Managed Services, Customer Service, Account Management.

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