Steve Lancaster Email & Phone Number

Perth, Western Australia, Australia

Setting up and running Operations for Perth, from scratch to fully operational.Just the beginning, but building something great

Sydney, Australia

Responsible for organising and executing the safe delivery of a range of building materials (mainly roof tiles) to construction sites across metro Sydney, Newcastle and Wollongong plus occasional forays into rural and country NSW

Sydney, Australia

- Developed and managed annual business operating plans. Managed and directed all aspects of outsourced services provided to Department of Defence.- Responsible for optimising business operations, supporting increasing transaction volumes, each with multiple customer interaction stages, plus preferred supplier management.- Supervising service delivery management through 50+ 3PL firms.- EBIT responsible: attaining >15% over-budget outcomes in successive years- Improving and managing change to enhance customer experience- Creating 'Centre Of Excellence' for $250M business unit, responsible for >20% of national work- Implementing controls, managing and monitoring: asset management, FM, WH&S, business processes.- Exercising governance controls for compliance.- Functional stakeholder manager and point of escalation for Policy determinations.

Providing operational and financial management plus strategic planning for growth of SMB sector-focussed IT services business. Advisory, tactical and management consultancy services for business performance improvement in various sectors. Engagements included:- Outsourced process solution design across AsiaPac- Process and risk reviews- Program Management and running complex PMO- Marketing strategy and tactical campaign development- Optimising trade services subcontractor businesses- Phase development of outsourced contract management for NSW Government project- Strategic business development, account & relationship management- Preparation and brokerage for trade sale of outsourced contractor management and finserv sector preferred supplier business.

Internet strategy evolution, call centre optimisation, efficiency improvement and budgetary direction for $12M+ pa expenditure including all print, TV and channel partnerships/affiliations.From Feb 05 - Apr 07 - State Operations Manager (NSW)Responsible for all operations for 150 staff in growing $30M construction business, building management (capital assets >$4M) and increasing output (20% growth Year on Year, over 3 years). OH&S policy development and implementation, special projects and strategy development for CEO.

Pioneer and sales evangelist to large corporations (1,000+ employees) for use of online candidate and staff assessment technology (eHR/HRIS) to improve recruitment and promotion/development applications leading to improved business outcomes.

Implementation and operational excellence of an RPO solution and development of an HR Shared Service Centre for Telecom NZ in Wellington, NZ. Leading team of 12 recruitment professionals and business consultants; developing hiring, on-boarding and development strategies/retention plans to underpin strategic HR program, including development of a “build, recruit, train” business model to hire 750 customer service staff annually into the 6 customer contact centres.

Relocated to Australia to manage & develop executive services business unit, 3 offices, 50+ staff. Achieving turnaround from loss-making division to break-even within 1st 4 months. P&L accountability for $12m unit; created new specialist divisions in legal, HR, accounting and multi-lingual vertical offerings.

Ran own business consultancy. Services included BPR & BPO strategy advice. Implementation and project management for call centre outsourcing, business technology, process and performance improvement for large corporate clients (CGU/Aviva, Barclays, QVC etc.)

Senior Manager for sales and operations pan-EMEA for Group, developing BPO solutions and performance improvement for global corporations including: IBM, Dell, British Telecom, British Gas (Centrica), GE Capital, all major retail banks including Barclays Bank and HBOS Groups. Developed integrated logistics and full group service offers including strategic recruitment solutions, RPO, HRO and BPO.

Beng

Tertiary Certificates

Portfolio Controller