Benjamin Joyce Email & Phone Number

London, Gb

Melbourne, Victoria, Australia

Program and project management of a major technology uplift project, retirement of legacy CRM and Salesforce implimentation, new customer facing website and supporting system integrations.

Melbourne, Victoria, Australia

Program and project management of one off major restructuring and cost reduction efforts (circa 50+mil), specifically the rationalisation of go to market businesses / brands from 28 to 9, registered legal entities from 75 to 25 and 7 property consolidations, including lease negotiations through to property make good and hand back.

Melbourne, Australia

Lead business operations and delivered 80+ strategic projects spanning operating model, business platform consolidations and upgrade/replacements, business process reengineering, financial forecasting, service delivery and legal contracting processes.

Melbourne, Australia

Founded a consulting practice supporting several clients specialising in business transformation, restructuring, technology transformation, outsourcing and offshoring, service model design and rapid financial rightsizing.

Melbourne, Australia

Strategic consulting supporting state of matters not for profit client with a major technology transformation.

Melbourne, Australia

Accountable for Workforce Planning, Telephony / Unified communications, Learning and development division, PMO office, Operations and facilities/ property teams.

Melbourne

•Accountable for strategic CRM product development roadmap•Responsible for ICT analysis, design, build, test and deployment •Lead the workforce planning division •Product Owner for business platform development projects for direct business division

Melbourne, Australia

•Facilitate RFP process for the implementation of Aspect workforce planning unified communications software swap out•End to end design and documentation and end user workflows across sales, service, retention and claims functions•End to end design and documentation of workforce management processes and end user workflows•Preparation of change management plans and packs for executive, senior management and end user audiences•Developed and implemented a performance reporting and workforce planning and staff utilisation framework•Facilitation of end user roadshows demonstrating software features

Melbourne, Australia

•Budgeting and financial modelling across all sales, service and retention functions•Developed new performance framework and requirements for centralised performance dashboards•Workforce Management capacity planning across all sales, service and retention functions •Business analysis for various enterprise projects and initiatives•Product Owner: for IT projects (new product on-boarding, partner on-boarding, new technology on-boarding) •Policy and procedures consultation, development and design•Business process design lead

•Managed operations of service and back of house functions•15+ direct reports managers •Set and met performance targets for cost, sales, quality, speed and efficiency•Managed all staff recruitment•Managed bonus, reward and incentive scheme•Managed forecasting and budgeting cycle

Melbourne, Australia

•Business Analysis – Design of process and acceptance criteria and procedures covering sales, administration, billing, medical underwriting, marketing campaigns and unified communications.•Design and documentation of templates and workflows for the development of user guides for bespoke CRM system•Developed drawings, diagrams, charts and copy for end user documentation•Change management and user socialisation of system features/functions for CRM platform

Melbourne, Australia

•Developed adult learning requirements for new starters and existing staff •Designed session plans for training content development across customer service, customer retention and back of house (CRM) learning programs•Managed end-to-end user training including induction / on-boarding program, customer service, customer retention and back of house (CRM) systems•Facilitated group and one to one training sessions to financial advisers, people leaders and senior managers