Matt Emerson

Experience

• 

  Foxtel

  Jan 2008 - Feb 2013

  Supporting Foxtel's Australia-wide customer base, I delivered inbound and outbound call volume forecasts, resource planning and rostering, real-time analytics and a suite of management reporting to improve the performance and effectiveness of the national call centre and as well as external call centres throughout Australia, India, and the Philippines. A highlight of this role was working on the Foxtel-Austar merger whereby I performed business analysis over Foxtel and Austar call centre procedures, processes and systems and recent performance to produce recommendations for optimising and combining the geographically dispersed workforces. Show less

  • Resource Planning, National Call Centre

    Jan 2010 - Feb 2013

  • Call Centre Representative, National Call Centre

    Jan 2008 - Jan 2010
• 

  Nbn™ Australia

  Feb 2013 - Dec 2019

  Supporting nbn's multi-billion-dollar Fixed Wireless roll-out, I lead a team of operations specialists as well as a large offshore workforce. We employed Operational Excellence, Lean Six Sigma tools and Project Management principles to deliver thousands of high value commercial transaction per month, as well as a comprehensive continuous improvement program and exceptional stakeholder management. We managed risk, reduced processing time and cost, and we improved quality and satisfaction for nbn and nbn's customers. Show less In this role I delivered forecasting, reporting, and the planning and management of our onshore and offshore workforces to deliver over 15,000 commercial transactions per month representing over $250 million per quarter scaling to $1 billion at peak. A highlight of this role was the opportunity to negotiatiate and then deliver a strategic business process outsource contract. I was also business lead in related large-scale organisational transformation project delivering advice, planning and change management to the business. Show less Leveraging my forecasting, modelling, analytical, communication and reporting skillsets I pioneered per-premise-cost models for nbn's Fixed Wireless roll-out along with a suite of reports and publications for internal and external stakeholders. This role evolved into a focus on the performance of nbn's service delivery partners. A highlight of this role was developing the a method to monitor and act on various performance management clauses and levers in nbn's construction contracts as well developing modelling and reporting highlighting actuals and trends of potential liquidated damages. Show less

  • Operations & Transformation Manager, Finance

    Jul 2018 - Dec 2019

  • Workforce Planning Manager, Finance

    May 2016 - Jul 2018

  • Team Leader, Industry Management

    Sept 2014 - May 2016

  • Reporting Analyst, Business Operations

    Feb 2013 - Sept 2014
• 

  Heartburst

  Mar 2020 - May 2024

  Supporting the CEO and in service to our staff, I actively develop and execute our company's strategy. This is a broad role which draws on and builds on my experiences across finance, IT, property, HR, risk & compliance, business transformation, sales & marketing, customer service, and board/exec-level comms and reporting. In addition to my core role, I also providing technology and business process and management consulting to our corporate and non-profit clients.

  • Head of Business Operations (Heartburst & Day3)

    Nov 2022 - May 2024

  • Acting Chief Executive Officer (Heartburst & Day3)

    Oct 2022 - Oct 2022

  • Head Of Delivery (Heartburst & Day3)

    Sept 2020 - Sept 2022

  • Projects Manager (Heartburst & Day3)

    Mar 2020 - Sept 2020
• 

  Day3

  Mar 2020 - May 2024

  Supporting the CEO and in service to our staff, I actively develop and execute our company's strategy. This is a broad role which draws on and builds on my experiences across finance, IT, property, HR, risk & compliance, business transformation, sales & marketing, customer service, and board/exec-level comms and reporting. In addition to my core role, I also provide technology and process consulting to our corporate and non-profit clients.

  • Head of Business Operations (Heartburst & Day3)

    Nov 2022 - May 2024

  • Acting Chief Executive Officer (Heartburst & Day3)

    Oct 2022 - Oct 2022

  • Head of Delivery (Heartburst & Day3)

    Sept 2020 - Oct 2022

  • Projects Manager (Heartburst & Day3)

    Mar 2020 - Sept 2020
• 

  Potent

  May 2024 - now

  Chief Operating Officer