Rav Singh Email and Phone Number

Coordinate the development and delivery of effective community engagement strategies and initiatives and support senior management and staff to develop communication and promotional materials and activities.

Contribute to the development and implementation of the NSWPF Inclusion & Diversity Strategy inalignment with the NSWPF Statement of Strategic Intent and Strategic Workforce Plan.• Build and maintain internal / external relationships that support corporate culture, values and behaviours.• Coordinate the implementation of inclusion and diversity programs and practices that support corporate culture, values and behaviours.• Collaborate with the NSWPF recruitment teams to anticipate, monitor and manage the gender, diversity and leadership talent pipeline.• Engage with other key internal and external stakeholders to deliver best practice approaches to inclusion and diversity.• Coordinate the implementation of inclusion and diversity programs that support corporate culture, values and behaviours, and contribute to continuous monitoring and evaluation of outcomes and success.• Contribute to the development of the capabilities of the broader workforce to support the implementation of inclusion and diversity strategies, policies and programs.• Utilise a broad range of data to demonstrate the goals, challenges and achievement in the employment and engagement of a diverse workforce, and use the reporting framework for inclusion and diversity evaluation to support evidence based decision making

Back to substantive role after secondment

• Seconded in the Cultural Diversity team working with the Policy officer for International students, Multicultural Liaison Officer coordinator and the Diversity trainer.• Provide policy support to the Corporate Sponsor for Cultural Diversity and relevant Region Sponsors to understand the MPSP and the Framework for Community Engagement.• Represent the Corporate Sponsor as required at meetings, interagency committees, forums and conferences.• Participate in cross Command or interagency projects. • Monitor trends and innovations both within Australia and globally in relation to improving the capability and competence of policing operations to respond to Cultural Diversity issues• Contribute to training packages, six-minute intensive training packages (SMITS), on-line training and standard operating procedures covering Cultural Diversity.• Ensure and report on COMPASS quarterly reporting by PAC’s and PD’s on Cultural Diversity and International Students to the Corporate Sponsor each quarter• Maintain working knowledge of the Government Sector Employment Act 2013 and Government Sector Employment Regulation 2014.• Build the capacity of the Corporate Sponsor through facilitation of the Police Multicultural Advisory Council (PMAC) and Region Sponsor Meetings.• Develop and implement communication materials to meet the expectations and accessibility requirements of the diverse community of NSW and maintain the currency and accuracy of all these materials.• Build collaborative relationships with other agencies and frontline police in matters concerning cultural diversity• Conduct MPSP consultations with all PAC’s/PD’s in collaboration with the Planning Team• Develop, implement and conduct the ongoing review of policies and programs in relation to the NSWPF and Cultural Diversity

Back to substantive role after secondment

• Contribute to the development and review of the NSW Police Force Corporate Plan, strategic plans and command business plans ensuring alignment across internal and external plans• Assist with the identification, development, coordination and review of appropriate organisational and command performance indicators• Provide performance information and advice concerning Government, inter-agency, corporate, strategic and business plans• Engage with a range of stakeholders through presentations and workshops concerning corporate direction, strategic / business planning, and performance reporting • Contribute to activities undertaken by the command intended to ensure good governance, drive strategic direction, and improve performance.

•Establish the compliance program (CMF) for the Business Service Centre and other business units serviced by the hub• Develop a program of localised audits to dip sample the operations of the corporate governance systems and reporting mechanism• Co-ordinate the development of business plans for the business units ensuring alignment the corporate and state plans with an associated reporting mechanism.• Develop, test and review business continuity plans to address the needs of business units being single points of failure and loss of service to the organisation• Monitor, evaluate and promote best practice opportunities across the service centre and other business units.• Conduct training in quality assurance and compliance strategies• Prepare reports, submissions and replies to correspondence as required• Research, develop and present information associated with quality assurance, business planning and business continuity as required• Manage the Service Centre's records management functions to comply with organisational records management and disposal/archive policies.• Provide advise and support to the Commanders/Directors of the various business units on compliance and planning matters.• Develop the Business Service Centre's Corruption Prevention strategy in conjunction with the Command Management Framework.

Invited to become Change Control Manager to implement key elements of Transition Service Agreement which came about as part of the privatization of the retail electricity arm by the NSW Government. Following is an outline of my responsibilities:• Administer over 350 process and regulatory change requests across retail and network functions.• Coordinate and administer the contract change control process in conjunction with external legal advisors, as required, to ensure that the contracts reflect the current operational environment• Meet with Branch Managers, Section managers and IT staff to design reports to identify customer demographic and usage. • Member of the Operational Representative team to discuss status of impact assessments on critical change requests. Team members included Branch Managers, Team Leaders, and IT representatives. • Meet KPIs in relation to time taken to process change requests and response to customer enquiries meets agreed standards. • Develop, implement and maintain a change control process integrating various systems and processes. • Maintain and manage a central database call change request notices and purchaser instructions received ensuring that they are documented, agreed and approved in accordance with the terms of the TSA• Maintain a process to ensure that all completed change request notices and purchaser instructions are properly communicated to relevant staff on implementation• Provide status reports on a regular basis on all change request notices and purchaser instructions received• Identify change request notices and purchaser instructions that may be recoverable from the purchaser and initiate recovery of these costs via the appropriate means• Liaise with auditors and prepare appropriate documentation and reports for the internal and external audits. • Provide data to Origin for all retail compliance reporting such as IPART, Green reporting, Modified market rules etc.

• • Co-ordinated reviewed and uploaded all policies and procedures for the Customer Service Division and updated content for the Customer Service Operations Branch.• • Worked closely with the Regulatory Affairs Branch on external and internal audits and collated responses and provision of information from various areas of the business E.g. ETEF audit, CSDN audit, Green Power audit etc. In addition coordinated annual IPART Retail & Network license requirement obligations for Customer service on behalf of the Regulatory Affairs Branch.• Project managed various projects such as Policies & Procedures Project, ETEF Retain/Default Project, and Credit Risk Management Project etc.• Contract managed key suppliers – Salmat, Candida, Australia Post etc. through weekly conference calls, monthly face to face meetings and was the escalation point for issues, customer complaints, privacy breach issues etc.• Nominated as BCP (Business Continuity Plan) Champion for Customer Service Operations which included conducting BCP exercises and updating of necessary forms to be sent to the executive Compliance Manager every quarter• Managed the Pension and Life Support Rebate Process in accordance to DWE guidelines.• Maintained relationships with DWE (Department of Water and Energy), Centrelink and Vision Australia.• Responsible for updating non-compliance reports, Fraud risk register, Safety Observations and overdue policies register on behalf of the Customer Service division• Conducted GRC (Governance, Risk & Compliance) Manager training sessions for new and existing Managers that were required to answer compliance related questions. • Updated the Compliance section of the Customer Service Monthly Report • Responded to Subpoenas after collating information from various branches

• Work with the Energy & Water Ombudsman’s (EWON) office as required to resolve cases presented• Prepare weekly and fortnightly reports for various parts of the business.

• Deal with complaints that come through the contact center and Internet and resolve them within the timeframes stipulated.• Refer cases where the customer is dissatisfied with resolution to senior staff to prevent the complaint from going to EWON.• Assist customers deemed to be in hardship by ensuring they are receiving appropriate benefits, have a meaningful payment arrangement, have access to EAPA vouchers through community service organizations, are referred to budget counseling as appropriate and able to apply for Centrepay if applicable.• Monitor payment arrangements on a regular basis to ensure they are adhered to and follow up with those customers who do not meet requirements of assistance program.• Monitor new bills as they issue to customers on the program to ensure the current arrangements meet current consumption and amend if required. This could result in the increase or reduction of the customer’s regular payments.

•• Implemented ACE (Achieving Competitive Excellence- a quality management system focused on continuous improvement) across the business.• Responsible for formulation, introduction and implementation of all new policies and procedures across CHS (Chubb Home Security)• Signed off on all marketing and advertising material to ensure it was drafted as per guidelines.• Drafted and reviewed all Distributor, Agent and Customer Service Agreements with legal advice.• Compiled training documents on all in-house systems and organised training for staff• Conducted audits on dealers and technicians to ensure compliance of security licenses and installations as per the company’s policies and procedures• Represented CHS in National Compliance meetings and was part of a team that developed a new Customer Service System in accordance with the ACCC (Australian Competition & Consumer Commission) • Trained all staff on ACE, One Chubb Safety and the Trade Practices Act

• Handling, recording, actioning and representing Chubb for all Fair Trading, Tribunal, Consumer Affairs and Legal Matters.• Lead a team of 4 QA Specialists.• Drafting and signing off on all correspondence that is sent to customers from each department.• Handling all monitoring Incident reports and Liability Claims.• Record Chubb’s legal expenditure and provide a report for management

• Responsible for the training and monitoring of the quality and effectiveness of the Customer Care team consisting of 10 staff members and 2 team leaders.• Responsible for reviewing, restructuring the systems and processes to ensure maximum efficiency is achieved by setting achievable KPI’s.• Initiated, developed and administered a company training manual titled “System of Knowledge” which assisted in formulating departmental consistency whilst dealing with customers.• Delivered Monthly reports including general observations for the month, red flag items, operator performance as well as complaints by category, resolution, the cost of the resolve and any corrective action initiated as a result.

Prior to immigrating to Australia I worked with Standard Chartered Bank in Retention Management and as the Call Centre Manager at Citibank Cards.