Experience

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  Inland revenue nz

  Jan 2008 - Jan 2010

  • Advisor to Group Manager - Customer Operations

    Jan 2008 - Jan 2010

  • Business Incident Manager

    Jan 2008 - Jan 2008

  • Business/Reporting Analyst

    Jan 2008 - Jan 2008
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  Inland revenue nz

  Feb 2010 - Feb 2012

  Leading a team responsible for Continuous Improvement initiatives across the organisation and externally, utilising the Lean Six Sigma methodology

  • Business Improvement Advisor/Project Leader

    Jul 2011 - Feb 2012

  • Team Manager - Business Process Improvement

    Jun 2010 - Jun 2011

  • Advisor to Deputy Commissioner - Service Delivery

    Feb 2010 - Jun 2010
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  Australia post

  Aug 2012 - Feb 2017

  - Led the development of process improvement strategy with full end to end programme management for quality and process improvements as part of Sales transformation- Contributed to the future planning, direction and leadership of the Sales Enablement & Planning function through consideration of operation excellence outcomes- Built a proactive and efficient process improvement delivery framework including risk management- Established a Business Transition framework to operationalise the relevant strategies into measurable and effective quality and process improvements- Developed a framework and measures for introducing service level agreements and operational measures, e.g. unit cost, capacity, productivity and embed operational disciplines and measurements - Contributed to the decision-making and direction of the Sales Enablement & Planning Leadership Team and actively participated in its considerations- Built the development of a responsive, high-performing Lean Six Sigma team and business unit capability uplift- Led the change management and stakeholder management across the enterprise required to execute on quality and operational improvements Show less

  • Sales Enablement (Business Transition) Manager

    Jan 2016 - Feb 2017

  • Manager Business Enablement & Change - Decipha

    Jan 2015 - Jan 2016

  • Business Efficiency Manager - Decipha

    Aug 2014 - Jan 2015

  • Operations Improvement Work Stream Lead - Decipha

    Dec 2013 - Aug 2014

  • Business Improvement Lead - Business Efficiency

    Aug 2012 - Dec 2013
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  Medibank

  Jun 2017 - Sept 2017

  Project lead

  - Conducted diagnostic for customer channels' sales & service function- Developed strategic road-map including short & long-term initiatives- Stakeholder management & communication planning to support sales transformation plan

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  Deloitte australia

  Nov 2017 - Mar 2018

  Lead process consultant

  - Process improvement (using Lean & Six Sigma methodologies)- Operating Model design (interlock process) for case management- Quality Framework development & implementation- Exploring process automation for 'Order to Activate'- Coaching Lean & Six Sigma foundations

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  Australian unity

  Aug 2018 - May 2020

  Reporting directly to the Chief Customer Officer, the Head of Process Optimisation & Design is responsible for the successful delivery of Platform and Function projects and initiatives under a Centre of Excellence which includes Lean, Human-Centred Design (HCD) and Robotic Process Automation (RPA) capabilities. In addition, the role is focused on building internal awareness and capability in Lean, HCD & RPA through the CoE, coaching teams in the identification and implementation of initiatives that generate value from a customer perspective while also reducing internal inefficiencies and cost. Show less

  • Head of Process Optimisation & Design

    Mar 2019 - May 2020

  • Chief Customer Officer (Acting)

    Oct 2018 - Mar 2019

  • Lean Process Improvement & Automation Specialist

    Aug 2018 - Mar 2019
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  Unitingcare queensland

  Jan 2021 - Jun 2021

  Transformation office process facilitator
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  Ministry of design experiments

  Jul 2021 - now

  Founder