Stephen Thomson Email & Phone Number

Sydney, New South Wales, Australia

LearnInnovate is a specialist resilience, risk and strategy advisory group established to enable our clients to achieve their goals, manage for the future and mitigate risk. We are people-centric problem solvers and generate solutions through innovative and insightful thought. We leverage technology, systems and organisational learning to make things 'sticky'. Above all, we deliver innovative solutions that simplify the complex. Headline engagements have included;Critical Incident Investigation and Response - Direct engagement with CEO of 'Big 4' BankDevelopment and Implementation of improvements to Emergency Management Arrangements - Major Australian International / Domestic AirportReview of Business Continuity Arrangements - Iconic Public InfrastructureCompliance, Governance, Enterprise risk and mitigation programme implementation - National Pharmacy Services GroupCorporate advisory and strategy implementation - National retail franchise groupDevelopment and implementation of comprehensive audit and assurance processes - National food and beverage franchisor.Risk advisory and implementation - Global children's entertainment groupRisk advisory, emergency planning and education implementation - Multiple major events, public infrastructure locations and places of mass gathering End-to-end development of customer service training and process re-engineering - Large, multi-site hospitality groupDue to the nature of these engagements, further details may be provided upon client consent.

Technology Leadership role with heavy project and change focusA strategic leadership role, reporting to the CEO and MD and covering all facets of the technology platform that supports internal productivity, delivery of customer service excellence and client facing infrastructure.Role had a heavy focus on project implementation and was very‘hands-on’ due to the nature and size of the business.Key accountabilities included:Leading and managing a small team of IS Professionals,Deploying and managing an ITIL based service desk,Initiation, design and implementation of large, complex and business critical system and application projects including development and implementation of change management plans and training and assessment frameworks,Vendor management of key procurement relationships,Supporting key customers through technology application decisions in their training environment including consulting to key customers (ASX top 100) on development of best practice applications of technology to support blended learning initiatives,Representing Cliftons to speak on current trends and future directions of technology application to training environments at industry events such as Optus Vision 2012.

Strategic Operational Leadership Role with Organisational Transformation FocusStrategic leadership role managing the client experience and all aspects of client facing operations across 10 sites geographically dispersed throughout the APAC region.This role had a strong change management focus with the deployment of an enterprise wide customer service excellence program to improve consistency of delivery. It included day to day management of >120 staff and responsibility for theorganisation’s technology platform across all locations. Key accountabilities included:Responsibility for the delivery of consistent and exceptional customer service across all facilities,Project management of key business change and development activities including establishment of green-fields sites,Responsibility for all Operational cost centres and deployment of capital,Leadership of a comprehensive process review and change management project re-engineering all customer impacting internal processes,Implementation of a comprehensive safety management system and business continuity plan,Responsibility for all non-property procurement,Fleet management of significant training room infrastructure including procurement and maintenance of >1800 desktop seats.

Project role implementing a new business unit.Responsible for establishing a new division within the organisation to enhance customer experience and better manage vendor relationships. Key accountabilities included:Completing a comprehensive business process review focussing on improving the customer experience and improving sales confidence and efficiency,Recruiting and training a multi-lingual team to support customer requirements and facilitate growth,Transitioning unit to ‘BAU’,Delivering growth of >100% year on year,Improving margin expectation and achievement by 50%.

Responsible for Management of service delivery of the transport and logistics operation in the greater Sydney Region. Key accountabilities included:Implementation of major change initiative with focus on industrial relations, efficiency and safety improvements,Full P&L responsibility for a budget in excess of $35m p.a.,Account management of large, complex commercial accounts,Fleet management of specialist, high cost and ageing vehicles (fleet of 40 light, medium and heavy armoured vehicles and 20 support cars and significant infrastructure as well as three high security depot facilities and a diesel workshop),Project management of key business change and development activities including design and construction of green-field sites.