Civica (www.civica.com) is a market leader in specialist systems and business process services that help organisations to transform the way they work. Through experienced people who understand service delivery, the Group applies software, managed services and outsourcing to help customers streamline their activities. Civica supplies more than 2,000 organisations in the UK, Australia, New Zealand, Singapore, Canada and the USA, helping our customers to achieve a successful and more cost-efficient way of working.

Sensis is a wholly owned subsidiary of Telstra, creating products which help its customers find, buy and sell. Sensis is responsible for products such as Yellow Pages, White Pages, SiteSmart and Call Connect.Key Responsibilities:• Assist in mapping process and developing work instructions in an agile environment.• Provide training and communicate changes to internal and external stakeholders.• Develop and maintain workload reporting to support the management team.• Provide support and liaise with external vendors to resolve technical issues.• Assist in the development of external communications.

Key Responsibilities:• Provide ongoing coaching and engage in development discussions with team members.• Ensure customers are serviced within the customer charter by working with colleagues and stakeholders.• Communicate the Sensis vision and motivate a diverse team with varying responsibilities and skill sets.• Identify and implement new procedures to support evolving systems and help lower turn around times while maintaining a high quality standard.• Establish and build on relationships with the management team, as well as with my direct reports and external stakeholders.Major Achievements:• Lead a team through a yearlong consultation period regarding redundancies which impacted all of my direct reports.• Assisted with the documentation of processes, and assisted with training Sensis' offshore partner.• Established workload reporting for multiple departments, providing complete visibility of on-hand workload, which enabled the web specialist team to implement an improved service model.

Key Responsibilities:• Work with the business to identify and implement new procedures and system changes, supporting the integration of new products and initiatives to improving business efficiency.• Act in the role of team leader when required and deliver on key leadership messages.• Build and manage sound relationships with Sensis management, effectively communicating, listening, accepting, challenging and interacting with them.• Work with colleagues and stakeholders to ensure the external customer is always serviced in accordance with the customer charter.• Consult with stakeholders and make decisions, which preserve good working relationships while achieving commercial objectives.• Take a proactive approach to team members while being perceptive to identify those members of the team requiring assistance.

Key Responsibilities:• Provide quality operational support via contract keying to ensure the integrity of the Sensis online and print products.• Design, build and change design solutions in accordance with Sensis online and print product specifications and customer requirements.• Be fully responsible for the quality checking and correction of online and print products prior to customer publication and notification.