Ross Blundell Email & Phone Number

Brisbane I Sydney I Melbourne

Co-founder and Director of the Kindling Project, an Australian management consulting and business advisory firm. http://kindlingproject.com

Brisbane I Sydney I Melbourne

Principal of RAAB, Ross previously held various senior positions at Ergon Energy and Capelec in Queensland and with United Energy in Victoria.http://raabconsulting.com.au

Victoria, Australia

Provision of Executive Consultancy to the Chief Executive Officer and Executive in areas of strategy development, structural reform, business transformation, program and project management, leadership, change management, and continuous improvement. Emphasis on the introduction of a customer centric business model that will enhance the overall performance of the business and ensure positive customer outcomes.Achievements:Executive representative, adviser and leader across key strategic programs and projects including: - Project Director of V/Line 'Service Restoration' which returned service running to consistently around 92% punctuality on the regional rail network- Program Manager of 'Performance Improvement Program' - Developed the V/Line 10 year Strategic Plan and 2015-20 Corporate Plan- Executive stewardship of Regional Rail Link - Operational Readiness http://www.regionalraillink.vic.gov.au/ - Executive stewardship of V/Line / PTV 2015 Timetable (rail and regional coach services)- V/Line achieves International Customer Service Standard (ICSS) certification- Customer Charter implementation; and - Program manager of Your V/Line transformation program.

Sydney

Performing a Stakeholder Management role ensuring that the Customer Service principles of the TFNSW Customer Experience Division and the NSW Government were adequately incorporated into the design parameters of the North West Rail Link project. The role represented the interests of the Deputy Director General Customer Experience Division and reporting through to NWRL Project Director. The NWRL project encompasses an OTS PPP in the order of $4B that will deliver a new benchmark in transport and customer service delivery in Australia.Activities included: Bidder analysis; Customer service product requirements; Commercial principle risk analysis; Stakeholder management across multiple project disciplines and operational streams; Project deed review and contribution; and document development and review. Activities focused on ensuring customer centric principles were accommodated in NWRL project requirements.In addition to NWRL project responsibilities, consultancy activities included:- Bespoke Business Process Analysis and re-engineering of the 'Questions on Notice'; and- 'Ministerial Correspondence' processes for the Transport Ministers Office and TfNSW CED. This included facilitation of numerous stakeholder workshops and interviews, analysis and building current state processes, and engineering enhanced future state designs and recommendations, measures and reporting outcomes.

Brisbane, Australia

Provision of strategic leadership and mentoring, program management and operational expertise to facilitate delivery of the organisation’s customer care / service transformation program.Executive support to COO on other projects of significance: Master Plan; Disability Discrimination Act obligations; and Organisation reform. Facilitated and leadership of the Customer Care Program initiatives and provided executive level governance resulting in numerous business objectives being met or exceeded. Achievements:- Becoming the first international public transport organisation to achieve certification against the ICSS in 2010 and recertified in 2011 with an improved performance score- Won the Customer Service Institute of Australia "CCO Award" 2010, and “Customer Charter of the Year Award” and “CEO of the Year” along with numerous staff customer service awards in 2011 and 2012- Quiet Carriage and Customer Charter initiatives were selected in PwC and TTF 'Improve Your Commute' white-paper as key case studies for customer-centric transport operators- Introduced programs that enhanced employee performance, developed a customer service culture and helped build a motivated workforce- Development and implementation of new project management tools and business support mechanisms (Project concept, Business Case development, Scoping, Risk Management, Stakeholder and Communication Planning, Deliverable management and reporting)- Talent identification, development, support and mentoring

Consultant program managing the Smart Metering joint working activities for Energex and Ergon Energy. Consultancy brief included:Achievements:- Lead and program manage the development of Queensland Energy industry Smart Metering business case.- Developing business scenarios and approaches to minimise electricity demand.- Mentoring Energex and Ergon Energy project resources to develop a common approach and concensus on demand and smart metering initiatives.- Managing external stakeholders and relationships with Queensland and Federal Government energy agencies, manufacturers, and consumer advocacy groups.- Representing Queensland Distribution authorities at Federal and State Smart Metering forums.- Development of Energex regulatory responses to COAG on metering and demand management strategies.

Evaluate the impact of, and commercial business opportunities relating to the implementation of Queensland Governments Climate Smart 2050 policy initiative on the APA Group. Consultancy brief included;Phase 1/ Scope and program manage investigation; analysis of Climate Smart policy and impacts; determine APA current state; identify commercial opportunities; develop future state vision; develop supporting Business Case.Phase 2/ develop strategy for any commercial opportunities; identify any complimentary alliances; seek senior leadership endorsement; develop scope for APA Group implementation.

Melbourne, Australia

Business development consultant assisting Freestyle Energy CEO and Chair with product positioning and development of strategies to grow business and market opportunities.

Brisbane & Regional Queensland

Senior leader responsible for managing a customer centric team that creates sustainable customer partnerships and grow the Ergon Energy renewable energy portfolio. Achievements:- Develop customer / business relationships to facilitate joint ventures and investment opportunities to build renewable projects.- Establishment and leadership of the Customer Solutions team from inception to delivery of the world’s first macadamia nut renewable energy plant.- Led development of the Isis Central Sugar Mill 25MW cogeneration project total value at $30M providing 15% of Ergon’s Renewable Energy Certificate requirements under the National MRET scheme. - Sale of the generation plants to AGL for $70M in 2006 as part of privatisation of Queensland’s retail electricity businesses achieved outstanding ROI.

Customer Service & Marketing

Successful Marketing Strategies and Planning, 1995 Customer Service as Strategy, 1994

Operations Management And Supervision, Diploma

Electrical - Metering, Protection & Control, Tradesman & Technician