Patrick Lloyd Email & Phone Number

Sydney, NSW, AU

Sydney, New South Wales, Australia

Parramatta, New South Wales, Australia

Lead the branch responsible for forecasting, planning, scheduling, real time management, reporting, the configuration of a broad range of frontline systems and design of end to end workflow solutions for the Service Delivery Group at the ATO.. This is a dynamic, fast paced environment that directly impacts how our clients interact with the ATO and how the.

Sydney, New South Wales, Australia

• Manage the ATO’s telephony, Workforce Management, CRM, Workflow distribution and associated infrastructure across the ATO and Outsource partners.
• Work across the ATO, to design and implement future focused and user-centred work flow solutions.
• Manage the ATO’s routing technology optimisation and improved system functionality by connecting people, process and technology to create positive staff and client experiences, as well as reduce operational costs.

Sydney, Australia

• Develop and facilitate the business testing strategy and assurance, and the Business Deployment Strategy for the ATO’s current major IT project – Activity Statement Financial Processing (ASFP) project
• Build strategic partnerships and manage relationships between IT and the aligned business groups to effectively deploy the project, deliver change and work across Agile and other project methodologies.
• Manage senior level stakeholder relationships across the ATO and external partners to deliver the Business Deployment Strategy, including detailed staff, client and system impacts, workload management plans and related.
• Develop the Testing Assurance Strategy, and manage the various business assurance test cycles
• Contribute to the identification and remediation of major systems and readiness issues.

Parramatta

Utilise Customer Experience and ATO customer service expertise to build relationships with internal ATO and external stakeholders to identify improvement opportunities and implement contemporary, customer-focused solutions.Act as voice of the frontline customer service staff in the development and implementation of customer and staff experience strategies.

Parramatta

Includes a period as acting Assistant Commissioner, Operational Service Centres, Service Delivery (Client Account Services), with responsibility for almost 1000 reports across 8 contact centre and 22 Shopfront sites nationally. Additional responsibility managing Business Continuity Management for the whole of the ATO.Develop and implement the long term.

Sydney, Australia

• Lead and manage four disparate portfolios, with nine direct and 140 indirect reports located nationally.
• Accountable for leading a mix of frontline operational and operational support areas, providing vision, strategic direction and driving operational performance.
• In addition to the Operational Service Centre Insights Role below (from July 2013), the role has the following additional responsibilities
• Lead the ATO’s face to face customer channel through 22 locations, and manage their integration into the wider ATO Service Delivery business and operational processes.
• Increase the effectiveness and efficiency of the ATO’s face to face interactions, and lead a cultural change to provide a more contemporary service offer
• Coordinate with Department of Human Services (DHS) on the delivery of face to face customer service across the federal government.

Sydney, Australia

• Lead the Service Insights & Digital Optimisation functions of the CS&S Business Line. This included the amalgamation of three previously separate teams, Provide leadership and direction at the focus area, site and.
• Develop and manage the collection of intelligence and insights from telephony and online interactions to improve the service offer to customers and/or maximise efficiencies. Share these insights to drive improvements.
• Lead the relationships between CS&S and the wider ATO to support the efficient management of the telephony and social media channels,
• Actively manage various business improvement projects and initiatives concurrently, reducing low value calls and increasing the use of digital channels. Manage the operational responses of the ATO’s Social Media
• Manage the transition of staff and workloads from other areas of the ATO into Service Delivery, and aligning the culture, processes and outcomes
• Manage Ministerial enquiries, external scrutineer reviews and Complaints on behalf of the CS&S area.

Sydney, Australia

• Lead the Formal Recovery function of the Debt business line, including two direct reports and approximately 130 indirect reports in the Sydney site, and contribute to wider ATO site leadership
• Acting as a defacto Change Agent to drive improvements in staff culture, unplanned leave and performance
• Actively manage and participate in high risk debt recovery cases, including negotiation, decision making and strategic advice. Responsible for the ATO Debt Legal budget
• Develop and Coordinate the management of Freedom of Information (FOI) requests, and promote FOI principles across the business line. Provide strategic leadership on high risk FOI matters.

Sydney, Australia

• Lead and manage three discrete portfolios, staff in five sites and three states
• Lead and deliver projects, initiatives and relationships on behalf of the Debt business line
• Promoting and applying Continuous Improvement for the Debt business line and also manage the collection and analysis of Continuous Improvement ideas on behalf of the wider ATO Operations area
• Manage and enhance the provision of procedural and policy documents for the Debt capability.

Sydney, Australia

• Various periods as Acting Director
• Lead and manage up to four direct reports and over 200 indirect reports across five sites
• Manage and promote Continuous Improvement across the Debt Early Collections area nationally
• Manage various improvement projects using ATO Project management methodology, including LEAN
• Manage the support services to the Debt Early collections area (Reporting, governance, risk, complaints, Continuous Improvement).

Sydney, Australia

Apia, Samoa

• Responsibilities:
• Advise the Samoan National Revenue Board on matters of policy
• Assist the Assistant CEO in preparation of Budget/Supplementary Budget preparation
• Negotiate with other Ministries and propose reforms to the taxation and revenue system of Samoa. Assist Ministry’s Legal Advisor and CEO on taxation implications of legislation.
• Review collection practices, legislation and policy in the Income Tax Division
• Pass knowledge onto local staff counterparts. Achievements:

Postrgarduate Diploma Of Management, Business Administration And Management, General

Completed Postgraduate Diploma of Management 2015. Received Award for First in Class for three of six subjects.

Graduate Diploma Of Taxation Studies, Tax Law/Taxation

Bachelor Of Economics (Social Science), Political Economy

Activities and Societies: Sydney University Soccer Football Club Majors in Political Economy and Political Science