Peter Ryan Email & Phone Number

Melbourne, Australia

• Develop, plan and lead the implementation of strategies and tactical solutions to improve operational efficiencies, embed new ways of working, process improvement initiatives and drive key activities as outlined in the operating plan to optimize the member and staff experience.• Using data and building measures to analyse, plan and deliver tactical solutions to maximize retention and acquisition of members including improvements in the member and staff experience for all campaigns such as annual renewal campaign, outbound campaigns, retention, acquisition and governance.• Foster and manage strong RACGP stakeholder engagements ensuring communications and activities affecting member services and staff are communicated in an efficient and effective manner. Expected to work directly with the broader college stakeholders to determine risk and impact and mitigate by implementing optimal tactical solutions.• Planning and managing the communications and implementation of team and process changes, optimization and key initiatives that support the RACGP strategic and department operating plans.• Accountable for the quality and compliance outputs of the member service team including the management of team performance by creating effective performance plans including development and succession planning for all staff in Member Services which includes Team Coordinators.• Implement measures to measure service excellence and member satisfaction by monitoring member sentiment through the NPS program, identifying member pain points and implementing tactical solutions to address member and staff issues.• Analyse and interpret data to inform team performance updates and provide sound advice (when required) to senior managers on key initiatives across RACGP.• Provide feedback, advice and recommendations to Departments within RACGP on existing policies, changes, processes, communication activities and other relevant activities that relate to RACGP members and membership.

Ballarat, Australia

The Assistant Centre Manager provides leadership, guidance, direction, and support to Team Leaders, Dispatchers and Call takers whose primary role is to provide emergency and non-emergency communication services to the Victorian public and Emergency Service Agencies. This position drives the achievement of agreed organisational, team and individual goals that serve the overall objectives and values aligned to community, environment and employee well-being.The duties included:1. Lead, manage and motivate team leaders to achieve organisational goals through effective coaching and performance management2. Support the Executive Manager Operations to achieve service and financial objectives. 3. Ensure that all CTD activities are carried out in accordance with ESTA’s policies and procedures4. Contribute to the development of an effective workforce by building trusted relationships, modelling ESTA’s vision, setting clear objectives and recognising outstanding performance.5. Build a culture of continuous improvement through increasing focus on quality, financial, health and safety, and technology initiatives6. Conduct operational meetings with team leaders focusing on performance, quality, financials, values and behaviours, and improvement opportunities7. Coordinate project briefings from seconded SECC subject matter experts8. Make decisions relating to performance management and disciplinary processes9. As per roster assume responsibility for state-wide CTD operations across all service lines and participate in on-call roster arrangements10. Be aware of ESTA’s Values and Behaviours, act at all times in accordance with those Values and Behaviours and regularly undertake a personal assessment and reflection against those Values and Behaviours.11. Other duties as directed by the EMO and consistent with the above duties and responsibilities.

Ballarat, Australia

The Assistant Centre Manager provides leadership, guidance, direction, and support to Team Leaders, Dispatchers and Call takers whose primary role is to provide emergency and non-emergency communication services to the Victorian public and Emergency Service Agencies. This position drives the achievement of agreed organisational, team and individual goals that serve the overall objectives and values aligned to community, environment and employee well-being.The duties included:1. Lead, manage and motivate team leaders to achieve organisational goals through effective coaching and performance management2. Support the Executive Manager Operations to achieve service and financial objectives. 3. Ensure that all CTD activities are carried out in accordance with ESTA’s policies and procedures4. Contribute to the development of an effective workforce by building trusted relationships, modelling ESTA’s vision, setting clear objectives and recognising outstanding performance.5. Build a culture of continuous improvement through increasing focus on quality, financial, health and safety, and technology initiatives6. Conduct operational meetings with team leaders focusing on performance, quality, financials, values and behaviours, and improvement opportunities7. Coordinate project briefings from seconded SECC subject matter experts8. Make decisions relating to performance management and disciplinary processes9. As per roster assume responsibility for state-wide CTD operations across all service lines and participate in on-call roster arrangements10. Be aware of ESTA’s Values and Behaviours, act at all times in accordance with those Values and Behaviours and regularly undertake a personal assessment and reflection against those Values and Behaviours.11. Other duties as directed by the EMO and consistent with the above duties and responsibilities.

Ballarat, Australia

1. Provide ongoing development, management and leadership of a State EmergencyCommunications Centre (SECC) team – consistent with corporate policies and inconjunction with the appropriate functional Department(s): In conjunction with other Team Leaders, ACMs, and Workforce Management,ensure agency resourcing needs are identified and appropriate action is taken tomeet those needs. Lead, manage and motivate staff to support them reaching their full potential,enhance employee engagement, and meet or exceed the target service levels,quality and expectations. Ensure the management of employees within the Centre complies with ESTA’sstaff relations, staff welfare, OH&S and equal opportunity policies and ControlRoom Protocols. Promote compliance to the security procedures for physical access to theSECC/Control Room. Leads and participates in ESTA’s performance management process, includingthe achievement of specified individual and organisational/departmentalperformance criteria. Provide advice and assistance to staff in relation to all operational aspects of theirwork. Effectively manage employee enquiries, grievances and complaints in accordancewith ESTA policy and process, and communicate with employees in a wayconsistent with ESTA’s Values and Behaviours. Support and encourage staff in relation to all aspects of their work and ensure thateffort, commitment, performance and initiative are recognised and acknowledged. Ensure staff are provided with regular performance feedback and that all aspectsof the Performance and Development Review policy and procedures aresatisfactorily completed. Ensure staff have all the information they require to perform their work effectively.2. Advocate for continuous improvement: Identify and advocate for changes that will improve staff and/or agencyperformance and productivity. Support the implementation of chang

Melbourne & Ballarat, Australia

Melbourne, Australia

1. Provide ongoing development, management and leadership of a State EmergencyCommunications Centre (SECC) team – consistent with corporate policies and inconjunction with the appropriate functional Department(s): In conjunction with other Team Leaders, ACMs, and Workforce Management,ensure agency resourcing needs are identified and appropriate action is taken tomeet those needs. Lead, manage and motivate staff to support them reaching their full potential,enhance employee engagement, and meet or exceed the target service levels,quality and expectations. Ensure the management of employees within the Centre complies with ESTA’sstaff relations, staff welfare, OH&S and equal opportunity policies and ControlRoom Protocols. Promote compliance to the security procedures for physical access to theSECC/Control Room. Leads and participates in ESTA’s performance management process, includingthe achievement of specified individual and organisational/departmentalperformance criteria. Provide advice and assistance to staff in relation to all operational aspects of theirwork. Effectively manage employee enquiries, grievances and complaints in accordancewith ESTA policy and process, and communicate with employees in a wayconsistent with ESTA’s Values and Behaviours. Support and encourage staff in relation to all aspects of their work and ensure thateffort, commitment, performance and initiative are recognised and acknowledged. Ensure staff are provided with regular performance feedback and that all aspectsof the Performance and Development Review policy and procedures aresatisfactorily completed. Ensure staff have all the information they require to perform their work effectively.2. Advocate for continuous improvement: Identify and advocate for changes that will improve staff and/or agencyperformance and productivity. Support the implementation of chang

Melbourne, Australia

 Calltaker taking Emergency 000 Police calls  Dispatching Emergency 000 events for Police  Assisted as mentor for calltakers training as dispatchers.

Mount Waverley

Volunteer ServiceState Officer Communications & Communications SuperintendentRegional Officer – Communications & Emergency ManagementAdvanced First ResponderJob Responsibilities State Staff – in charge of Communications for Victoria Manage a staff of 8‐12 people, and approximately 50 operators Responsible for running of 5 Communication Centres statewide Responsible for Communications training for Victorian members. Responsible for training of new communications operators, and ongoing training ofcurrent communications officer Manager of First Aid Services – MCG, Etihad Stadium, Rod Laver Arena, Melbourne &Olympic Park Precincts, Australian Grand Prix (Melbourne) Advanced First Responder (Defib & Medications Qualified)

Emergency Department - Royal Melbourne Hospital

 Student Nurse. Worked as Emergency/Theatre assistant in ED and on ED Trauma Teams. Assisted training new ED staff

Melbourne, Australia

 Calltaker taking Emergency 000 Police calls Dispatching Emergency 000 events for Police  Assisted as mentor for calltakers training as dispatchers.

Melbourne, Australia

 Calltaker taking Emergency 000 Police calls for first 6 months of Employment Assisted as mentor for new calltakers

South Melbourne

 Answering Telstra Mobile customer calls relating to service and account queries.

South Melbourne

 Customer Service Desk and Front end register staff Training new staff Front End Supervisor of Customer Service Desk and registers

Highpoint Shopping Centre (Maribyrnong)

 Customer Service Desk and Front end register staff Training new staff Assistant Front End Supervisor of Customer Service Desk and registers

Werribee Plaza

 Customer Service Desk Floor staff in Sporting Goods, Electronics, Home & Auto, Garden and ToyDepartments Front end register staff Training new staff Assistant Front End Supervisor of Customer Service Desk and registers

Bachelor Of Business Management

Graduate Certificate In Applied Business

Graduate Certificate in Management, Business Administration and Management, General

Associate Diploma Of Management, Business Administration And Management, General, Business Administration And Management, General

Associate Diploma of Management, Business Administration and Management, General

Registered Nursing/Registered Nurse

Certificate Of Information Technology

Certificate of Information Technology

Victorian Certificate Of Education