Led the teams of Service Managers nationally, each delivering a dedicated, premium level of service to AAPT’s top tier customers. Introduced the planning and consistency required to shift from a reactive mode to strategic outcomes. Led a focus on strong customer relationships and service-driven outcomes through regular customer engagement; communication; process improvement; closed-loop feedback and introduction of insightful reporting.

Led the development, execution, measurement, reporting and communication of the customer experience and business improvement transformations within both the Technology & Products and the Networks business units of Optus. Provided insight into emerging business drivers and opportunities and relevant regulatory environments and policies including external bench-marking against industry best practice. Developed, maintained and governed operating model, process efficiency and quality improvement practices and the measuring of customer experience performance. Strategy formulation and execution; operational effectiveness, transformational leadership across Technology & Products and Networks and driving engagement with the wider Optus organisation and SingTel group. Accountable for Lean Six Sigma capability development across both business units.

Led a complex multi-year program of work driving the changes in the Networks organisation required to become a truly customer-centric organisation. Led the development, delivery and strategic alignment of the program.Implemented the infrastructure and governance of the Transformation Office.Direct and virtual leadership of multiple teams driving waves of parallel project activity.Led change management and transformational thought leadership. Coordinated capability development and deployment of Lean Six Sigma methodology and other improvement initiatives covering multiple change elements (process performance and quality; culture; systems; structure; cost).Coordinated the people plan and communications plan.Led executive sponsorship and represented the program to the SingTel Optus Executive and Networks Senior Leadership teams.

General Manager of the Network Operations Programs group responsible for the delivery of Lean/Six Sigma business improvement programs; Operational Support System IT development programs and operational integration of new business products and technologies.

Managed a team of Operations Integration Managers each responsible for project managing the integration of new products and technologies into network operations environments.Included a 15 month secondment to a key strategic project - membership of a core team of managers responsible for developing and implementing a major structural and cultural change program across the Service Provisioning division.