Steve Mitchinson

Experience

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  BOC Gases

  Feb 1989 - Aug 1997

  Manager Customer Services Western Region

  Responsible for direct customer sales, cylinder and commercial terms mgt, Customer care and credit control functions across WA, SA & NT. Key player on major business redesign project and SAP rollout

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  Credit & Consultancy Services

  Jan 1990 - Jun 2006

  Partner

  Provided conference papers, consulting, and training services in credit management, call centres and customer services to a number of organisations and groups throughout Australia.Clients inlcuded CMC and SMC colleges of TAFEFederal Government New Enterprise Scheme (NES), Curtin University School of Business, Australian Society of CPA's, WA & Qld, Australian Institute of Credit Management, Northern Territory Traders Associaton, Australian Computer SocietyNational Institute of Accountants, WA, QLD, NT & Tas, Dun & Bradstreet, Australia Ltd, Baycorp Advantage Ltd, Australian Teleservices Association, Institute for International Research, Edith Cowan University, Various corporate clients including, Castrol, CSR-Readymix, Bunnings, Sovereign Petroleum, and various government agencies Show less

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  WA Dept of Transport

  Aug 1997 - Feb 2000

  Director, Customer Services

  Responsible for re-enginnering the service delivery functions of the driver and vehicle licensing activities

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  B Digital Ltd

  Feb 2000 - Dec 2005

  Manager Sale & Services Operations

  This business grew from startup to more than 500 staff and 500,000 customers in only six years in a highly competitive environment. I was responsible for customer acquisition and retention, service, credit management, product distribution and supplier relationships. I also managed a contact centre with annual operating budget of $30m and 450 staff.

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  Australian Institute of Credit Management

  Jan 2005 - Jan 2007

  National President

  Lead the AICM during one of its most successful era's, implementing the changes necessary to drive recognition, membership development, growth and financial stability

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  Soul Communications Pty Ltd

  Jan 2006 - Sept 2007

  General Manager Consumer Operations

  With 450 staff nationally and revenue of $350m a year, this company was Australia’s second largest voice and data network, and largest mobile phone service provider with 200 retail outlets, two connected contact centres and the full range of telecommunications products.I brought together the operations of the four telco brands into a single customer operation involving 450 staff, 750,000 customers and 150 dealers. This led to improved profitability through dramatic cost reductions while maintaining market-leading customer service Show less

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  TeamRed Solutions

  Oct 2007 - Sept 2013

  Director

  Teamred specialised in customer service & business transformation, leading clients to improved profits through changes that improve sales, customer satisfaction, retention and staff effectiveness. Implemented succesful programs for some of Australia's most recognised and resepcted enterprises,typically delivering sustainable efficiency gains in excess of 30%, increasing customer and employee satisafaction and revenues. Also designed and delivered effective development and training solutions, many based on the Whole Brain Thinking methodologies of Herrmann International. These included working with individual leaders, managers and groups to assist them to overcome the obstacles to both personal and organisational success. Show less

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  ATA

  Jan 2008 - Jan 2010

  National Chairperson

  Chairperson of the leading contact centre association in Australia - promotiing growth, excellence, leadership in the Australian Contact Centre Industry

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  Australian Institute of Credit Management

  Jul 2013 - Mar 2016

  National Director

  Responsible for the Professional Development portfolio

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  BBB Advisory

  Sept 2013 - Sept 2022

  Co-Founder

  Sharing proven methods, best practice and thought leadership with clients across all sectors to develop and deliver improved and sustainable outcomes for all stakeholders. Applying Better thinking for Better Performance and Better Outcomes

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  Driver & Vehicle Services, Western Australian Department of Transport

  Nov 2015 - Jan 2017

  Director of Customer Service Delivery

  I managed the delivery of a program of operational excellence across an organisation with 600 staff, 10 sites and 300 service partners, and a $150m a year operating budget.Within the first 12 months, significant gains were made in productivity across all service delivery channels. This was achieved by creating and embedding the concept of “single seamless access to transport” to enable the Department for the first time to obtain a single view of a customer and respond more effectively. The success of this program led appointment to the Board of Service WA which was established to create a single digital interface for everyone in the State. Show less

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  Western Australian Department of Transport

  Feb 2017 - Jul 2021

  Executive Director, Driver and Vehicle Services

  In this role I was responsible for ensuring the state's registration, licensing, policy, compliance, accreditation and enforcement supports achievement of the department's and government's objectives of safe drivers, safe vehicles, secure identities and quality service outcomes.This includes leading major projects with departmental and whole-of-government impacts to ensure that objectives are achieved efficiently and effectively.The role is responsible for leading the development, implementation and evaluation of business and service delivery strategies that support the efficient and effective delivery of services and outcomes that achieve departmental policy outcomes and provide quality services to the state.The role is responsible for the effective management of over 600 staff, 600 service delivery partners and manages revenue collection and disbursement of nearly $3 billion on behalf of government.The role contributes to the effective strategic management and corporate governance of the Department of Transport as a member of the Transport Services Executive and strategically leads DVS reform to ensure the community of Western Australia have a safe and convenient service delivery model implemented to achieve Departmental and Government objectives. In this role I am also a member of several cross sector working groups targeting improve outcomes for the citizens of WA Show less

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  Dept Of Finance

  Jun 2019 - Feb 2020

  Chief Customer Officer WA

  The role is responsible for leading the development, implementation and communication of the ServiceWA program, bringing together a broad range of transactions across multiple agencies into a connected and improved customer service framework for the WA Government. The role also contributes to further developing the service delivery capability of the Department to maximise the benefits of reform by leading behavioural and business process change required across the department and the sectorThe Chief Customer Officer WA works closely with stakeholders across government to lead, influence and advise on the establishment of the Service WA initiative and the broader aspects of improved service opportunities across the sector. Key objectives include a strong focus on delivering better citizen experiences and outcomes through improved co-ordination, simplification of service delivery across the sector, enhanced digital service delivery capability, improved governance, increased value-for-money and minimised risk. Show less

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  Deloitte Australia

  Jul 2021 - Dec 2021

  Director

  Working with clients and business partners to maximise the potential of enterprises and deliver improved and sustainable outcomes for customers, staff and stakeholders

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  Success Quadrants

  Jul 2022 - now

  Director

  Success Quadrants supports our clients success by introducing improved operating models, and through various programmes ensures success by improving trust and collaboration, empathy and perspectiveWe do this by connecting individuals, teams and enterprises with their purpose, providing improved focus and understanding of :Why they're doing what they're doing - connecting with individual and organisational purposeWhat they need to do to be more successful - more effective methods, processes and practicesHow they will implement those changes to deliver success with empowered and enabled employees engaged with delivering more meaningful and effective outcomes; andWho will be involved or be impacted by those processes and ensuring all stakeholders win Show less