Nigel Clarke Email & Phone Number

Australia

Brisbane, Queensland, Australia

Brisbane, Queensland, Australia

Brisbane, Australia

➦ Designed and implemented a highly effective ‘work from home’ work system for Covid-19 across global Mindpearl locations maintaining client services throughout country lockdowns ➦ Developed and implemented high scale operational technology framework encompassing ICT, Voice and Data Network design, architecture, governance and business intelligence whilst ensuring the model is aligned with strategy and is underpinning the business as the enabler ➦ Positioned our solution and strategy in the global market and presented the new and innovative service offerings to high profile industry leaders in aviation, telecommunication, retail and finance whilst considering the impact of Covid19 ➦ Identified and developed robust, explicit HC capability development plans resulting in high impact talent selection, high performing teams with expertise across all areas of the group including operations, customer service and IT solutions ➦ Developed, implemented and monitored IT budgets, including the development of pricing and cost recovery strategies to minimise costs, and leadership of [5] direct country IT Managers, Development Manager, global partners and contact centres

➦ Introduced the global agent virtual pool solution to support clients with multilingual and extended operation hour service requirements through a balanced use of global sites➦ Designed the strategic direction and execution of the Mindpearl AG technology agenda including Global Infrastructure Design and Support, Voice and Data Network design, and Asia Pacific information technology projects and initiatives➦ Spearheaded the Asia Pacific strategy, managed projects and their interdependencies to successfully deliver business outcomes through clear communication and ongoing reinforcement of strategy objectives, methods and standards➦ Designed and executed comprehensive analysis and utilised data insights to provide strategic advice to executive stakeholders regarding IT shared services and benefit realisation deliverables➦ Assumed responsibility and accountability for all aspects of Asia Pacific multi-million dollar budgeting

➦ Directed all aspects of operational and financial management within the Brisbane Australia operation including leadership of [120] staff and communication with clients regarding Mindpearl Brisbane operations➦ Managed the information technology functions by driving the strategic direction, developing IT business plans and frameworks, implementing practical technology solutions, technical leadership and effective business partnering on enterprise projects resulting in economic prosperity ➦ Operated as a trusted advisor to influence and deliver whole of business solutions and managed a significant portfolio of ICT initiatives including seamless integration of client processes, procedures and applications into Mindpearl environment ➦ Utilised innovative flair and commercial acumen to assess existing software, hardware and operating systems capabilities, and leverage cost effective IT solutions to satisfy and exceed business requirements

London, England, United Kingdom / Brisbane, Australia

➦ Spearheaded the successful operation of Global Infrastructure Design and Support including: Email, Voice and Data Network design➦ Provided credible and collaborative leadership and direction to Brisbane, Cape Town, Barcelona, German, USA and London based teams of [7] direct and [6] indirect reports responsible for areas including technical, operational, administrative, customer service and innovation ➦ Provided executive level infrastructure advice and input regarding the strategic direction of the organisation and managed organisational IT plans achieving sustained growth and continuous improvement ➦ Shaped a high-performing culture and executed critical infrastructure and support projects focusing on engagement and new business opportunities locally and internationally ➦ Influenced and enhanced key stakeholder management across the UK and Australia, which through gained trust and credibility, significantly increased client retention and growth in new client contracts

London, England, United Kingdom

➦ Assumed responsibility and accountability for the design and establishment of call centre management applications to monitor all centres in a single view➦ Collaborated with senior management team to design 3-5 yr strategic plans focusing on operational and financial objectives ➦ Assessed the business case of each client, strategized and delivered solutions to promote growth and address the evolving needs of client businesses➦ Enhanced competitive positioning, customer relationships, and core functions by architecting innovative operating models, innovating and improving processes and customer service offerings➦ Managed complex projects and measured their progress against well-defined benchmarks to ensure efficient delivery

Brisbane, Queensland, Australia

➦ Managed all aspects of SwissAir Qualiflyer Customer Care Centre and directed a small team of IT professionals and support staff➦ Designed and managed IT infrastructure support and design locally➦ Commissioned infrastructure for Brisbane contact centre➦ Implemented local agent KPI solution

Brisbane, Queensland, Australia

➦ Responsible for presales design and after sales professional services for Avaya businesscommunications systems and Polycom video conferencing solutions.

Brisbane, Queensland, Australia

➦ Assumed responsibility for support and deployment of solutions for Lucent Business Division, Lucent Carrier Network Division, Lucent Cable Networks Division and Bell Labs Australia➦ Migrated from Novell and Unix Lan Manager email and network to Microsoft NT and Exchange➦ Integrated a number of acquisitions into the Lucent IT infrastructure including Ascend, JNA, Livingston and Kenan Systems

Australia

➦ Assumed responsibility and accountability for the programming and IT support across the group ➦ Migrated core business applications from an IBM System 36 environment to an IBM AIX / Universe Database environment➦ Offered direction and leadership to the data entry staff