Michael O'Brien

Experience

• 

  Salmat

  Dec 2007 - Apr 2016

  Reporting to the Executive General Manager, responsible for strategy and overall productivity/effectiveness of face to face sales, retail kiosk and field service operations.Directed change management initiatives using PROSCI ADKAR model | Conducted PRINCE2 project management | Analysed data to assess performance and lead improvement initiatives | Integrated new systems to increase efficiency while driving improvements in customer experience | Demonstrated focus on cost reduction and forecasting of revenue and expenses | Lead remote, high performing teams across ANZ.Key Achievements:• Conducted enterprise change initiatives using PROSCI ADKAR model for Workday and Google for work platform integration• Directed business through challenging period of change during restructuring and ultimately when the Australian and New Zealand division were decommissioned• Reduced cost through off shoring initiatives creating annual savings of $200,000+ Show less Responsible for the day to day performance of the national State Office Support and Remuneration teams with a focus on people and resource management, process optimization, budgeting, forecasting and client relationship management.Developed interstate operations teams to ensure client KPI’s were delivered on time to budget | Exceeded team KPIs, conducted one-on-ones and performance reviews | Controlled and optimized rosters within the weekly budgeted hours | Defined communication strategy to clients around operational deliverables. Show less Operational owner for door to door division, working with top tier NZ based clients across telecommunications, energy & media industries.Built NZ operations team from the ground up, optimizing new project implementation, payroll, data analysis, budgeting, compliance, legal counsel and people management | Set up inbound and outbound verification and QA contact center | Maintained focus on process optimization and ongoing development of people, systems and processes | Acted as conduit between door to door sales division and the greater business for IT solution delivery, HR management, Facilities management. Show less

  • Operations Manager - Field AUS

    Feb 2015 - Apr 2016

  • Campaign Manager

    Nov 2014 - Feb 2015

  • New Business & Technology Integration Manager

    Jul 2012 - Nov 2014

  • Office Manager / Operations Team Lead

    Oct 2011 - Jul 2012

  • Project Manager

    Aug 2011 - Oct 2011

  • Operations Manager - Field NZ

    Jun 2008 - Aug 2011

  • Project Coordinator / Call Centre Manager

    Dec 2007 - Jun 2008
• 

  Chameleon Customer Contact

  Apr 2016 - Oct 2016

  Head of Operations | Change Manager

  Working alongside the Managing Director/Owner, responsible for strategic enterprise change management focussed on transformational growth and operational excellence.Championed business expansion by relocating to NZ to set up Auckland office | Lead cultural change by establishing effective sales, performance management and mentoring practices | Managed onboarding of Mercury NZ sales campaign | Directed enterprise change initiative to integrate superior compliance framework | Lead contact centre expansion and campaign onboarding | Managed evaluation and enhancement of sales training framework.Key Achievements:• Lead business through successful enterprise change using PROSCI ADKAR model• Established NZ office and improved sales capability by 50% through strategic staff placement, mentoring and HR initiatives• Won new business via market leading compliance and training frameworks Show less

• 

  Fletcher Building

  Aug 2017 - Jul 2018

  Change and Communications Management Lead

  Change and Communication Management lead supporting the Group Shared Services transformation programme.

• 

  IAG

  Jul 2018 - now

  • Change Management Lead

    Jan 2024 - now

  • Change Manager

    Jul 2018 - Mar 2024