Responsibility for the Operations Support function within Business Services. The function provides support to the nib Contact Centre teams. Accountabilities include:Development and implementation of the Operations Support Strategy to deliver on Business Services objectivesLeadership and development of the senior members of the Operations Support teamKnowledge Management: Training and self serve knowledgeComplaints and Quality AssuranceOperational Change, Communications and DeliveryProcess Optimisation, including framework development & process mappingInternal Help Desk handling process & system related queries Prioritisation & delivery of Contact Centre initiativesPlanning & delivery of engagement related activities

Responsibility for the Operational function within the Opteon business supporting residential and commercial valuations.Responsibilities include:Development and implementation of contact centre strategy to deliver on department and corporate objectives.Leadership and development of the senior members of the operational teamAccountability for operational performance across the Australian and New Zealand businessesContribution to corporate strategy as member of the Executive General Management teamAccountability for Business Improvement & Customer Experience function

Responsibility for the Client Engagement function within the Contact Division of Salmat.Responsibilities include:Leadership and Development of Account Directors in Australia, New Zealand and the PhilippinesDevelopment and deployment of strategies to retain and grow all Contact Centre and Speech clientsDevelopment of complex Contact Centre operational and technical solutionsLeading commercial and contractual negotiationsDeveloping effective relationships across all Contact clients

Operational and commercial responsibility for a portfolio of Contact Centres operated by Salmat. Responsibilities include:Leadership and development of 6 Contact Centre ManagersOperational responsibility for 15 Contact CentresDevelopment of Contact Centre solutions, including tender responsesDeployment of strategies to retain Contact Centre clientsNegotiating commercial models and contractual agreements

Based on site at Coles Store Support Office in Tooronga. Managed the relationship between Salmat and Coles and was Contact Centre Manager for the Coles Customer Care Contact Centre

Based on site at Vodafone International Services in Cairo, Egypt. Managed the relationship between Vodafone NZ and Vodafone International Services with a goal of improving NPS performance

Project Manager managing IT, HR and business related Projects

Operational and Commercial responsibility for a 400+ seat bi-lingual Contact CentreLeadership of Contact Centre teamOptimisation of Contact Centre performanceP&L responsibility for Contact CentreImplementation and operational readiness of an off shore location

Operational and Commercial responsibility for a 40+ seat Contact CentreLeadership of Contact Centre teamDay of Operations Management of a workforce receiving voice calls in English, Cantonese and Mandarin and chats/e-mails in English and Traditional ChineseOptimisation of Contact Centre performanceP&L responsibility for Contact Centre