Dr. Jacqueline Hiddlestone

Experience

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  G E Cranes and Sons Pty Ltd

  Jan 1981 - Jan 1990

  Frontline through to Senior Management and National Roles
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  University of Wollongong

  Jan 1988 - Jan 1988

  Tutor - Computing (Department of Information Systems)
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  Raymor Pty Ltd

  Jan 1990 - Jan 1996

  Various Management and Executive Roles

  • Established a national asset control register and provided cost benefit analysis for capital expenditure.• Reviewed and analysed expenditure of each cost centre and developed strategies for cost reduction.• Co-ordinated the branch network plan for refurbishment, relocations, closures and new locations.• Managed the company's fleet, reviewing optimal cost structures, configuration and replacement points.• Established and reviewed all policies and procedures for the business units, including compliance auditing and corrective action/training, nationally.• Centralised state head offices to a national head office based in Sydney, covering 73 branches nationally.• Initiated and implemented human resource policies, including a state-wide performance appraisal system, prepared job descriptions and assisted managers with performance management and industrial relations related issues.• Designed and produced a market segment specific trade booklet for monthly distribution.• Eliminated duplication and improved the administrative processes in terms of efficiency and customer service.• Established pricing structures aligned to market segments, by state.• Introduced Quality Assurance procedures by establishing procedure and task instructions, including the compliance auditing of and implementation of training programs, researched and analysed customer warranty complaints and established policy and servicing requirements.• Decreased failure rate from 30% to less than 2% in an 18-month period, reducing costs of repair and worked towards AS3902 accreditation.• Assisted in increasing sales from $58M in 1990 to $86M in 1996 in NSW and $220M nationally.• Liaised with all stakeholders in the integration of Raymor with G E Cranes to ensure a smooth transition, restructuring the pricing systems to market segments, branch locations, staffing levels and support functions. Show less

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  Sydney Water

  Jan 1996 - Dec 2014

  Driving delivery of an integrating portfolio of programs and business improvement projects towards realising over $250M savings over five years in a timely, cost effective, performance driven manner; collaborating with business unit management to ensure the delivery of projects and development of change management capability, including contingency planning. Key achievements:• Developing a Change Methodology for implementation Sydney Water wide.• Collaborating with business unit management to ensure delivery of projects and develop change management capabilities, including contingency planning to a self-sustaining level.• Driving project delivery to realise benefits exceeding targets and trending in excess of $250M over five years. • Establishing governance models across each project/program, developing staff in research and analysis, project and change management functions.• Overseeing and driving a range of initiatives delivering savings through innovation, re-engineering, outsourcing and integration to optimise customer and infrastructure service delivery. Show less • Directed delivery of multiple business and IT projects including Customer Contact and Complaints Management System, Service Centre Prioritisation, Pocket People Finder and Plumber’s Guide.• Developed a central scheduling system and field based computing for plumbing inspectors enabling seamless transition to NSW Fair Trading, saving over $2M pa and 21 staff.• Managed sewer service diagrams review, engaged plumbing industry and reduced costs by $310K pa.• Led development and delivery of plumbing industry-training packages, customer architecture process and system profile delivering strategic customer and channel services.• Instigated and established customer advantage program steering committee providing governance, guidance and monitored delivery of IT program of works.• Designed and managed alternate service channel utilisation to enhance customer service, using eCommerce facilities to target market segments. Received prestigious International Kinetic Information Process Innovation Award for process improvement.• Successfully merged customer service and business centres, saving 63 staff and over $2.7M pa direct site costs, in addition to previous significant savings I delivered. Team achieved a brilliance award for efficient and effective results with minimal disruption to staff and customer service, and a group finalist in the annual ‘rewarding our values’ awards.• Managed collation of the IPART ancillary services pricing submission, the simplification and modelling of pricing options.• Established commercially focused budgetary process and activity based management baseline; reviewed reporting methodology and content up to and including board of directors submissions.• Managed legal, information, customer and commercial operations. Issued over 6 million accounts annually, collected 99.6% of $1.3BN revenue, controlled $120M capital and $93M operating budget.• Utilities Financial Controller, Company Secretary and Director of Utilities Subsidiary Board. Show less

  • Executive Director, Change

    Jan 2011 - Dec 2014

  • Range of Senior Executive Roles

    Jan 1996 - Jan 2011
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  NSW Department of Finance & Services

  Jan 2010 - Jan 2011

  Manager, Ancillary Services and Plumbing Assurance

  NSW Fair Trading (Department of Services, Technology and Administrations) secondment (professional and personal development) to lead the establishment and implementation of a single state plumbing regulator.Key achievements:• Successful transfer and integration of PIAS from Sydney Water and Plumbing Inspector from Hunter Water into NSW Fair Trading, with minimal industrial issues.• Planning and organising the innovative IT systems to cater for the moves and specified IT requirements to cover a multi-disciplined approach to service delivery.• Collaborating with professionals to undertake risk analysis, identify and address issues affecting the transfer of Sydney Water’s PIAS and Hunter Water’s Inspectors.• Establishing communications plans and stakeholder analysis, delivering the changes required to transition NSW Fair Trading to the single state plumbing regulator. • Liaising with NSW Health around the on-site plumbing regulatory aspect of recycled water aimed at minimising the inadvertent ingestion of non-drinking water.• Cabinet Minute, Plumbing Bill and Plumbing Regulation development, and member of steering committee.• Leading training package development, industry and Council liaison and briefing sessions. • Received the Contribution to Sydney Water and Plumbing Industry Award. Show less

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  Jackal Oz

  Dec 2013 - now

  CEO

  Freelance consulting - providing strategic and business consulting; program and project management/governance; tender collation, contract negotiations and management services; transformational change agency; and research fellow. Examples include:* Co-ordinating and running global doctoral residencies and workshops (eg: UK, UAE, USA).* Founding member and community engagement, developing offerings and content with DoctorateHub; providing development, service delivery and research services to establish a community of practice environment for doctoral students and post-doctoral scholar-practitioners.* Proofreading and editing services for books and journal papers; proofreading for thesis.* Journal editor and peer-reviewer.* Training and assessment – Diploma of Business and Diploma of Management for Canterbury Business College in liaison with University of Southern Queensland.* Integration PMO for two Councils creating the largest and most multi-cultural Council in NSW. Long-term Information and Communication Technology vision, mission, strategic direction and planning, and associated program of works. * Innovation program governance and delivery for local government, including Digital Strategy development.* Delivery of governance, risk, cyber security, procurement and asset management for local government.* Directing infrastructure and property services for a state government department. Workplace of the Future Masterplan focusing on five to thirty-plus years requirements and planning to delivery. Leading maintenance, capital works and infrastructure project program delivery for over 230 sites. Show less

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  Shellharbour City Council

  Apr 2015 - Sept 2017

  Director - Business Unit Advisory Board

  Business Advisory Board Director - providing governance and advice on development and delivery of strategic and business plans across the Council’s business activities that generate significant commercial income; exploring options for those incurring losses, requiring capital investment and where the community needs have outgrown service delivery. These include: Illawarra Regional Airport, Shellharbour Beachside Tourist Park, The Links Shell Cove, Dunmore Sandmine, Shellharbour Nursery, City Stadium, etc. Show less

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  University of Liverpool Online

  Nov 2015 - Nov 2021

  Global DBA Course Representative

  Share collected student feedback with senior academics from the University of Liverpool and Laureate Online Education staff through the Staff-Student Liaison Committee (SSLC) meetings; which are then discussed at the University’s Board of Studies responsible for the development of the programs. Facilitate resolution of immediate questions or concerns. Providing mentoring and support to doctoral students and doctoral graduates.Provide input to annual DBA program reviews and University accreditation, AACSB re-accreditation, Laurate Online Education re-accreditation, international post-graduate research reviews.Coordination and delivery of Doctoral Residencies in 2017, 2018 and 2019 in UK. Show less

• 

  Institute of Managers and Leaders

  Dec 2016 - now

  Chair, Regional Advisory Committee
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  British Academy of Management

  Aug 2019 - now

  Co-Chair British Academy of Management Special Interest Groups

  * Co-chair - Organisational Transformation, Change and Development Special Interest Group 2021 -->* Co-chair --Strategy-as-Practice Special Interest Group 2019 -->

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  Ducere Global Business School

  Oct 2019 - now

  Professorial Academic

  * Under and predominantly post graduate teaching in strategy, marketing, big data, cyber security and law, case study research, digital operations and project management, entrepreneurships and innovation, capital raising, global and strategic leadership, finance, global economy, ethics and problems solving/decision making, organisational change, people and culture, strategic leadership, leadership in practice, finance, and digital transformation - for various universities through partnership with Ducere.* Masters and Executive Masters program development for partnering with Universities. * Module content development and delivery. * Industry project supervision in UK and Australia across several universities.* Thesis supervision and examination. Show less

• 

  CQify

  Jan 2020 - now

  Co-Founder, Head of Strategy and Development

  At CQify we upskill traditional leadership for next-level culture-based performance. CQify is redefining 'business as usual' by sharing how to create high-performing teams to scale organisations globally. We are connecting people for increased productivity and measurable impact.Published International Bestselling book: 'Culture-Based Performance: how CEOs and Leaders can co-create high-performing team and sustainable growth' with co-author and co-founder Dr Cari Leyshon - October 2023

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  Business Drivers Ltd

  Nov 2023 - now

  Executive Advisory Board Member
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  Charles Darwin University

  Jan 2024 - now

  Adjunct Professor