Paul Mullan Email & Phone Number

Melbourne, Victoria, Australia

Prior to Alinta's east coast mass market customers transitioning to Alinta's new CIS platform, CORE, I assumed a role back in the business as a member of Alinta's Retail Operations Leadership Team, leading a team of 3 direct reports that provided functional management and delivery of all customer fulfilment (internal sales, retention, and new connections) strategies (in conjunction with Retail Sales) and functional management of Customer Service.The responsibilities of this role have changed and evolved in line with the businesses needs and retail strategy. Presently this team continues to provide functional management and delivery of all customer fulfilment, new connections and metering, as well as the operational oversight of the deployment of smart meters to energy customers in NSW, SA and QLD. This is executed managing a team of 22 direct and indirect reports and Alinta Energy’s BPO vendor (40 FTE).

Melbourne, Victoria, Australia

Member of Alinta's Retail Operations Leadership Team, leading a team of 4 direct reports and 11 indirect reports that provided functional management of Alinta's Quality framework, Customer Advocacy and Vulnerable Customers functions.

Morwell, Victoria, Australia

Operational Lead responsible for mobilising the repatriation of 250 contact centre roles from Philippines to an in-house greenfield site in Morwell, Victoria.Major Achievements:• Established comprehensive fit-for-purpose training program to onboard new contact centre roles• Mobilised full onshore operational readiness ahead of schedule (6-months) during a COVID constrained environment• Project awarded Alinta Energy Excellence Award 2021 (Establishing the Morwell CX Hub)

Melbourne, Victoria, Australia

Reporting to the Program Director, this role was responsible for defining the scope and design of the functional requirements for Alinta's CIS system (CORE), making it fit for purpose and compliant to support Alinta's electricity and gas mass market customers on the east coast.In my role, I mobilised, managed and led a team of four Product Owners and a number of Subject Matter Experts in charge of detailed design and test activities for their areas of functional expertise and worked closely with the business and Program stakeholders (from General Managers down), to ensure that the solution scope and design met the needs of the business, met compliance standards and established design principles.I vacated this role to help lead a prioritised project to repatriate and mobilise Alinta's contact centre.

Melbourne, Victoria, Australia

Reporting to the Program Director, this role was responsible for defining the scope and design of the functional requirements for Alinta's new CIS system (CORE), making it fit for purpose to support Alinta's Commercial & Industrial customers.This significant retail transformation project (Retail 2020) was successful in transitioning Alinta's east coast Commercial and Industrial customers onto a new proprietary system, achieving this within the projected timeframe / budget and with a minimal timeline to return to BAU productivity metrics.Major Achievements:• Project awarded Alinta Energy Excellence Award 2020 (CORE C&I Release 1)

Melbourne, Victoria, Australia

In readiness to prepare for rapid customer growth, I assumed a role responsible for the strategy and delivery of the customer journey for Alinta's retail market customers on the east coast; from point of sale to becoming a billable customer. This included the accurate on-boarding and timely transfer of Alinta Energy’s Mass Market and Commercial & Industrial customers, minimising customer leakage in the customer transfers pipeline and the execution of Sales, Retention and New Connections Delivery, through leading and managing a a team of 4 Service Delivery Leads and Alinta Energy’s BPO vendor (60 FTE).Major Achievements: • Operational readiness for Queensland Electricity Market entry (August 2017)• Established New Connections function (September 2018)• Queensland Market Entry Project awarded Alinta Energy Excellence Award 2016 (Project Lewis)

Melbourne, Victoria, Australia

Initial responsibility as an Operational Lead to establish a new front and back office retail operation, outsourced to the Philippines (Project Butterfly).Once live, I managed and led a Service Delivery team of 4 direct reports, across the end to end customer lifecycle retail operational functions (sales fulfilment and onboarding, billing, customer service and credit), who were responsible for controlling the day-to-day operations of Alinta Energy’s East Coast Retail Business, through Alinta Energy’s BPO vendor (100 FTE, growing to over 250 FTE in line with business growth).Overall ownership and accountability for the delivery of the BPO Operations, in line with commercial and contractual requirements.Major Achievements:• Mobilised full offshore operational readiness within 6 months, creating new IP for processes, work instructions and training materials• Project awarded Alinta Energy Excellence Award 2016 (Project Butterfly)

Melbourne, Australia

As a member of AGL’s Commercial & Customer Services Leadership Team (part of Merchant Energy’s Business Customers Group), I led a team of 4 direct and 50 indirect reports that provided customer service and service management (pre / post-sales support) to AGL’s Commercial & Industrial and multi-site customers. The 10,000 gas and electricity customers within AGL’s portfolio of 3.8M customers generated $3 billion in revenue; approximately 30% of AGL’s overall revenue.Included a 6-month secondment (Feb 2014 – Aug 2014) as Manager Powerdirect Operations; reporting into General Manager Marketing and Retail Sales. I led a team of 5 direct and 80 indirect reports that provided customer service, service management, billing, and IT support to Powerdirect’s 150,000 customers, generating an annual revenue of $700M.

Melbourne, Australia

As a member of AGL’s Retail Sales & Distribution (RS&D) Leadership Team; I led a team of 4 direct and 40 indirect reports that deployed a targeted service strategy that provided a differentiated customer experience to each business segment; directly through the Multi-site and Industrial & Commercial segments within the AGL brand and all customers within the Powerdirect brand, and indirectly through the Small Medium Enterprise (SME) segment within the AGL brand via Retail Customer Operations.

Melbourne, Australia

Served as part of the Senior Leadership group for six years, leading a team of up to 4 direct and 20 indirect reports that provide customer service to nearly 100,000 customers with an annual revenue of approximately $350M.Managed the internal operations through the growth of the business from operating in one state with 10,000 customers to over 100,000 customers in five states.Key responsibility in negotiating Powerdirect’s $18.5M Transitional Services Agreement (as part of Powerdirect sale) to continue the service 390,000 customers during QLD Government sale of retail assets.Operational management of Transitional Services Agreement, in addition to management of internal operations.

London, United Kingdom

Leading up to 6 direct and 30 indirect reports.BT Conferencing is one of the market leaders in business communications solutions; a division of BT Group plc, one of the world's leading providers of telecommunications services, specialising in the delivery of innovative conferencing solutions - backed up by high quality service and support.

Adelaide, Australia

I held various roles with ETSA Power (now AGL), commencing my career as a Customer Service Officer and progressing to other roles; Collections Officer, Telephone Account Manager, assisting in the planning, establishment and development of the Business Team, Contestable & Specialist Accounts Officer / Project Co-ordinator.

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Ideation, innovation, leading through change, leadership models

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