Reports: 4 Direct Reports and 32 Indirect Reports

Reports: 4 Direct Reports and 150 Indirect ReportsDelivery of process improvements and operational efficiencies across multiple locations. Continual development of policies and procedures to support business performance and governance. Mentoring and leadership of team and department managers. Guidance and support to operational staff around the business.

Joined the leadership team at a time of significant growth and transition, updated and implemented process and procedure, provided senior change management experience and guidance to the operation and business at large.

Reports: 9 Direct Reports and 81 Indirect ReportsPositioned operation for significant competitive edge, leading changes to improve performance, enhance the recruitment and development of world-class talent, ensure effective regulatory compliance and manage change. Grown and enhanced over 4 different finance recovery sites, for Australia’s largest receivables management company, including the execution of major complex change projects. *** Major Achievements ***✓Placed into a new operational site, grew operations from a headcount of 36 to 101. Within an exceptionally tight timeframe, grew operational staff skills level and quickly met target goals across revenue, portfolio management, human resources, operational efficiency and compliance. ✓ Substantially improved performance through the introduction of streamlined performance analysis, review process and ensuring data was available in real time. Slashed time on low productive tasks.✓ Awarded Operations Manager of the Year 2017, for capacity to exceed targets and outperform all other operational sites. Focussed on quality change management, coaching and mentoring of the leadership team.✓ Created staff development and training framework for Operation Managers and multiple Front-Line Leaders. Coaching and training framework led to highly skilled leaders with advanced knowledge of business specific practices. Subsequently selected to support the Head Office in Sydney and 3 direct reports subsequently promoted to senior positions as Operation Managers.✓ Reduced percentage of upheld complaint across 3 major sites through the introduction of training across all operational levels, regular auditing, streamlined strategic policy and execution of an effective conflict/dispute resolution framework.

Reports: 36 ReportsSelected based on performance, led a team of Customer Relationships Managers and Team Performance Managers to ensure maintenance of target level performance in revenue and KPI’s. Led diverse aspects of the site, from recruitment, complaints and negotiation escalation, portfolio management, crisis management through to staff performance reviews. *** Major Achievements ***✓Major contributor to the automated workflow system, leading to improved performance and greater coverage across Credit Corp portfolios. New system streamlined workflow and eliminated the need for custom, individualised campaigns. ✓Created a sequence of policy and process documents to guide the business and staff in compliant collection practices, hardship practices, risk reduction and front-line manager efficiency. Reduced risk, enhanced compliance and delivered an effective practice framework that guided the organisation. ✓Achieved 97.5% average against an ambitious revenue goal, with targets set across 5 operational teams.• Last Line of Defence Champion for dispute resolution and complaints across the entire functional area.

Leadership coaching and development of a team of ~10 Customer Relationship managers focused on monthly revenue goals.

Reports: 36Delivered exceptional service to 3 major retail giants and executed, planned and delivered projects for all major clients, servicing clients with up to 800 retail outlets across the United Kingdom and Europe. Steered project timeline development and tracking; document management; site control; scope of work; change management; cost forecasting; risk analysis; cost and schedule integration and project reporting to internal and external stakeholders. *** Key Achievements ***✓Led a major retail-merchandising project that resulted in increased client sales by 44%, representing £4M in sales (equivalent of $7.4M Australian). Oversaw entire project, including extensive testing with the client, scheduling of 24/7 teams and effective planning on changes for 350 geographically dispersed stores across the United Kingdom. ✓ Slashed costs on major and minor retail project works, by combining works, leading to shared costs, cross training and more efficient utilisation of resources.