Interchange is a management consultancy that creatively transforms organisations.As the Head of Operations & Projects, I have the responsibility and accountability for managing and maintaining the operations, projects team and employee wellbeing. A large part of my role involves implementing operational efficiencies, wellbeing initiatives and providing leadership and guidance to support the team with culture transformation projects and strategic efforts of the business.• Led strategic planning initiatives to align organisational objectives with market trends and business growth opportunities, ensuring long-term success.• Led the design and implementation of an adaptive operating model, improving process efficiency by 35% and reducing operational costs by 20%.• Development and implementation of a performance management framework, incorporating a capability matrix and behavioural competencies.• Guided and coached a projects team to deliver organisation-wide change projects including refinement of project-related systems and procedures.• Partnered with senior leadership, including the CEO, to develop and execute business strategies, ensuring alignment with long-term organisational goals.• Collaborated on the design and implementation of Culture and Leadership programs for large, complex organisations, integrating leadership coaching and driving behavioural change to align with organisational values and goals.• Analysed qualitative and quantitative data to deliver actionable insights that informed process improvements and strategic decisions.• Served as Company Secretary, ensuring compliance and managing governance.

Led the end-to-end management of large-scale culture change projects ensuing alignment with project goals, best practice and operational excellence. • Deliver multiple culture change programs (both nationally and internationally) on-time, within budget and the ability to manage the efforts of others to achieve this. • Collaborate with relevant stakeholders to establish program goals, deliverables and success metrics. • Planning, implementing and executing client activities across multiple phases of change programs.• Contribute to the creation and collation of program and communication plans, modules and processes.• Maintain program schedules, tracking systems and mitigating program risks by quality control mechanisms; monitoring and enhancing deliverables/documents, and working interdepartmentally.

The Burns Support Foundation is a non-profit organisation established in 1990 and receives no government funding. The BSF relies on fundraising efforts (such as raffles and donations) to continue operating. The BSF is tax exempt as of November 2001. It is managed by burn survivors, relatives of burn survivors and professional staff working for the NSW Severe Burn Injury Service who volunteer their time.The BSF is open to all survivors and their families.We know that the emotional effects of a burn may continue to reverberate through the emotional life of the family for many years after the original incident.The BSF aims to be available to help patients and their families through these difficult times.Our CharterThe Burns Support Foundation’s charter is to provide direct and indirect support and assistance to anyone who has been burnt as well as their families. Support services include a parent/carer support group, a young adults group, a telephone help line and referral service, a newsletter (circulation 2350), and family camps which are run biannually. Specific practical support includes meeting individual special needs (eg paying for high quality wigs) and also the provision of some financial assistance in circumstances of extreme hardship (eg for car repairs, telephone charges).

Responsible for the overall management, on-going development and practitioner experiecne for the professional development and accreditation programs across Australia and New Zealand. • Owner of the client experience for Accreditation workshops and Professional Development events• Build curriculum, assess content, evaluate facilitators and action participant feedback for up to 1500 Practitioners nationwide. • Member of the Management and Leadership Team. Provide regular reporting metrics against strategy, business plans and budgets.• Oversee and manage the delivery of the annual national Culture and Leadership Conference.• Lead, motivate and encourage the Professional Development team as well as manage functions of recruitment, performance management, on-boarding and supporting individual development plans.• Conduct post course evaluation and identify themes for ongoing development initiatives.• Design, development and delivery of training modules for the newly implemented CRM and Administration Programs.• Key Account Manage the high value and strategic clients. • Project member for Product Development, Process Improvement and Learning & Development initiatives.

Managed the end-to-end accreditation process, ensuring alignment with best practices and business guidelines, resulting in improved operational compliance.• Led the creation and implementation of accreditation modules that streamlined onboarding and improved operational efficiency.• Managed Culture and Leadership conferences across 3 states, in collaboration with Marketing and Consulting divisions.• Engaged in stakeholder consultations, ensuring accreditation programs met the needs of 500+ HR/OD professionals across multiple regions.

Responsible for support and management of key accounts and training strategy across the UK and Italian markets• Support the Executive team by delivering various marketing initiatives in preparation for digital implementation.• Account and Project management of the Italian and various UK markets.• QA testing and website analysis in various environments in preparation for ‘go live’ initiatives.• Collaborate with key stakeholders to scope projects and determine resources.• Conduct post implementation review and identify continuous improvement opportunities.

Led the operational set-up for the business and continued management of the day-to-day functions. • Improved budget management by reducing expenditures by over $20K, reinvesting savings into marketing initiatives to drive growth.• Recruited, coached and developed a team of 10 customer service staff across various functions, achieving high levels of performance.• Implemented HR processes including payroll, time tracking and performance reviews, improving workforce efficiency.• Collaborated across business units to achieve common goals and integrate a range of strategies such as policy development, analysis and communications to ensure consistent service and operational levels.