Genesis 2 Network

Editor

SU Australia

I lead the organisation's strategic initiatives - bringing vision to life; 
I'm also tasked with lifting the leadership capability across the organisation; 
Plus some company secretary duties.

The objective of the role is to foster a child-safe culture, and driving impactful projects for children, youth, and families across Australia.

Associate Director

I lead a national team remotely. The main premise of this role is to optimise support operations to drive high customer satisfaction. I have a track record in managing diverse teams and implementing innovative strategies.

I lead a dynamic national team, overseeing 3 direct reports and 10 indirect reports, serving 1000+ employees, volunteers, community members, and beneficiaries. My responsibilities span query resolution via multiple channels (email, phone, website), chaplaincy support, volunteer recruitment, ministry finance, and event coordination. I also manage critical incident response, ensuring compliance with child safety regulations and educational policies.

Other Achievements:
✅ Unified a decentralised team to a single national team
✅ Streamlined and simplified processes
✅ Implemented 'Resolver', an advanced digital incident management system.
✅ Implemented a robust critical incident management policy.

Realised 5% savings in time and cost of operations from enhanced efficiency and productivity so far post org merger.

Experience:
🔹 Support Strategy and Leadership: I drive strategic initiatives to enhance customer support, streamline processes, and boost efficiency.

🔹 Customer-Centric Focus: Understanding customer needs, ensuring timely, effective, empathetic assistance, and fostering customer loyalty.

🔹 Data-Driven Decision Making: I leverage data analytics and KPIs for informed resource allocation, faster response times, and shorter resolution times.

🔹 Cross-Functional Collaboration: I promote collaboration with IT, Finance, and Systems teams to address customer issues, drive product improvements, and align support with missional goals.

🔹 Continuous Improvement: I lead ongoing training, development, and process refinement to keep our support hub at the forefront of excellence.

Skills:
✨ Remote Team Leadership
✨ Customer Satisfaction
✨ Process Optimisation
✨ Data Analysis
✨ Cross-Functional Collaboration
✨ Continuous Improvement

Group Manager Support Hub

I maximise productivity, reduce costs, and ensure that field operations consistently deliver outstanding performance.

As the Field Performance Manager, I oversee 1 HR Business Partner as we partner with Regional Managers to foster positive workplace environments and manage employee relations. I have a proven track record in conflict resolution, compliance, and maintaining a harmonious work atmosphere. My expertise extends to handling complex employee issues, implementing fair policies, and facilitating the return of employees from various leaves, including medical, parental, or disability. I am dedicated to promoting employee well-being and ensuring organisational success through strong employee relations and smooth return-to-work procedures.

In this role, I've been entrusted with several key responsibilities and accountabilities, including complex tier 3 case management, performance and injury management, team performance management, system improvement design, and providing guidance to frontline management on people-related issues. Additionally, I report on insights to risk and governance issues to the Executive and risk and compliance teams, aligning our practices with the latest recommendations from the royal commission.

Field Performance Manager

This is a newly created team in the Mission Support department of the organisation. As a pioneering team, my areas of influence include:
- change management
- process management
- team development
- resource planning

Day to day, my areas of responsibilities include:
- Performance management and analysis
- Lead investigator in misconduct matters
- Rehab and return to work
- Premium reduction strategies
- Building and enhancing relationships with internal and external stakeholders
- Developing leadership capability within the department
- Provide leadership for 1 direct report.

Through careful prioritisation and planning, the efficiency gains from simplifying and streamlining work to be done has seen the team save circa $50,000 in additional resource needs for 18 months.

Field Performance Delivery Manager

I am a jack of all trades in this generalist HR role. Some of the output so far in my tenure and continuing responsibilities include:
- review and update people related policies
- advise and lead matters relating to performance management and rehabilitation
- conduct disciplinary meetings
- facilitate business process improvement
- consult, develop and implement the organisation's safety management system
- lead the review of the organisation's first aid needs 
- lead the health, safety and child protection portfolio by preparing quarterly reports and chairing consultative committee meetings.

I have a knack of working with management at all levels to achieve win-win outcomes by being an empathic listener - from newly appointed Managers to senior Directors.

People Services Business Partner

Toastmasters International

Achievements:
Oct 2019 - Awarded 'Competent Leader' designation
Jul 2016 - Awarded 'Competent Communicator' designation
Jul 2015 - Jun 2016 - Vice President Membership

Member

Suncorp Group

I was responsible for providing proactive advice to the business on current and emerging safety and wellbeing matters. I also provided first response to all incident and hazard notifications through SafetyCentre and maintaining the safety management system. As a senior member of the team, I was a point of escalation for junior safety professionals in the team.

Accountabilities and achievements:
•	Led the service delivery of technical advice and support for all mid-tier safety and wellbeing matters, including risk management, incident and injury management, audit and verification, consultation and work health and safety legislative compliance requirements;
•	Embedded a new safety management system within the business through facilitation and training;
•	Drive the implementation of key controls to prevent workplace incidents and hazards;
•	Implemented continuous improvement opportunities within the team. These included streamlining team processes for response to incident and hazard management and refreshing staff intranet content for first aid kits to promote self-service. This led to an increase in operational effectiveness by approximately 20%;
•	Audit case officers’ files weekly and recommend strategies to improve ways cases are managed. The team’s case load is collated into a weekly report which is circulated to the HR Executive Managers and Executive General Managers of the function;
•	Prepare monthly reporting with insights and trends relating to injuries and hazards which is circulated to HR leadership team;
•	Developed and trained operational team leaders in leadership meeting on hot topics such as ‘fatigue management’ to raise awareness and affect culture change;
•	Delivered flu vaccination program across multiple sites at a national basis.

HR Consultant - Safety and Wellbeing

In this specialist employee relations role, I was responsible to provide timely, accurate and legislatively sound HR case management advice that is risk balanced, commercially focused and aligned to the Group’s values, policies and practices. 

Key achievements:
•	Managed a portfolio of about 25 cases with a mix of performance and conduct issues, and successfully defended an unfair dismissal claim and a common law claim within approved settlement parameters;
•	Served as project lead aimed at finding operational efficiencies by simplifying the manual termination procedure to minimise self-service processing errors from the business by 50%;
•	Developed a leaders’ pack to help them gain an understanding of the roadmap for managing performance the ‘Suncorp way’;
•	Prepared quarterly reporting and commentary on insights and trend analysis relating to people issues.

HR Case Consultant

This is a senior role within the CTP team. I provide clinical and technical expertise to assess CTP claims for reasonable and necessary treatment and rehabilitation requirements in conjunction with the Claims Advisors, treating practitioners and rehab providers. I also planned to ensure cost effective, evidence based injury management principles are applied.

Key achievements:
•	Managed a team portfolio of about 120 motor vehicle accident claims with a mix of injuries including whiplash, sprains/strains and PTSD across five claims handlers by determining reasonable and necessary treatment, reviewing claim files, medical reports and advice on rehabilitation strategy;
•	Chaired monthly ‘leadership triangle’ meetings responsible for leading and managing the team to achieve optimum claims outcomes for the customer and the organization;
•	Achieved high return to work rates (<80%) for injured customers in team’s portfolio, which reduced claims costs by approximately 20% through a customer first approach;
•	Deployed problem solving and countermeasure action plans in the revamped claims management procedure targeted at reducing claims cost and claim settlement parameters by another one percent;
•	Team “Claims Engage” coming third in Queensland out of 100 ideas across the business for a design competition on innovation in 2015 for “iRecover back to life” – an app proposed for injured customers to self-serve on their mobile devices to track status of their claim.

Injury Management Advisor

I assisted the project management and planning of key initiatives with a Commercial Insurance wide focus.

Key achievements:
•	Successful rollout of the ‘Made Better Series’: A series of 12 courses based on neuroscience designed to meet the strategic priorities of ‘empowered workforce’; ‘network collaboration’; and ‘customer first’ by lifting emotional intelligence capabilities and psychological wellbeing;
•	Led, developed and implemented governance framework for keeping course content current offered by the Commercial Insurance Learning Campus.

Learning and Development Project Officer

I am responsible for ensuring positive return to work outcomes for employees affected by injury or illness (work or non-work related), ensure compliance with relevant legislative requirements and coordinating rehabilitation outcomes with a business focus. 

Key achievements:
•	Managed a portfolio of about 80 rehabilitation cases with a mix of complex work related and non-work related injuries such as repetitive strain, psychosocial and manual handling cases across six states and two territories as well as facilitating income protection claims;
•	Lead and conduct regular feedback sessions on claims management strategies for ongoing professional growth and development;
•	Contributed to the reduction of workers’ compensation premiums and lost time injury metrics by leading an ergonomic early intervention project and assisted with the implementation of InjuryNet.

Rehabilitation Officer

IPAR

I provide labour market assistance to job seekers and ensure excellence in customer service. This is achieved by conducting vocational and fit for work assessments with clients who sustained compensable injuries to ensure a safe and sustainable return to the workforce.

This role is similar to a recruitment role in HR in that I assess transferable skills, counsel clients and place them in work trials with a host employer.

I consistently achieve a billable budget of 80% per day and 66% of return to work rate for redeployed customers. 

Key accountabilities:
• QLD transferrable skills assessment
• NSW section 40 assessments
• Medico legal vocational assessments
• Job preparation services 
• Case Management
• Suitable duties development
• Job placement
• Career development
• Candidate marketing
• Return to work services

Rehabilitation Counsellor

I am responsible for ensuring positive return to work outcomes for employees affected by injury or illness (work or non-work related) and ensure compliance with relevant legislative requirements and coordinating rehabilitation outcomes with a business focus. 

Key accountabilities:
• Co-ordinate, disseminate or manage all incoming incidents via our central OHS Inbox.
• Facilitate case management for Workers’ Compensation claims.
• Provide advice, expertise and consultation in injury management strategies and rehabilitation case management.

Rehabilitation Support Officer

New Balance

Office Administration and Sales

Kelly Sports

Sports Coach

Sharing Hard-Earned Lessons on Career Growth | Editor of Genesis 2 | Follow for Weekly Insights to Help You Navigate Transitions with Confidence and Purpose

Hello 👋

I'm Paul. It's nice to meet you.

𝗠𝘆 𝗦𝘁𝗼𝗿𝘆:

At 19, a heart condition diagnosis turned my world upside down. Surgery and rehab fueled my passion for exercise science and helping others overcome adversity.

I began my career by helping injured workers return to work or transition to new roles. I supported many individuals facing:

❌ Overwhelming challenges, including burnout, 
❌ Feelings of insignificance, 
❌ Isolation, 
❌ Fear of failure,
❌ Major life transitions.

Later on, I pursued an HR degree and an MBA, gaining skills in:

🟢 Managing performance and addressing misconduct
🟢 Helping individuals find direction and personal growth
🟢 Designing goal-achievement frameworks
🟢 Nurturing mindsets for sustained success and serving as an accountability partner

Laid off in 2017, I applied my own frameworks to navigate this challenge.

Since then, I have advanced to leadership and management roles at a nonprofit organisation, where I successfully led and unified a national team remotely, and streamlined systems and processes following a merger.

𝗪𝗵𝗮𝘁 𝗜 𝗱𝗼:

I partner with those who feel stuck or unfulfilled in their careers. Through personalised mentorship, actionable insights, and proven frameworks, I help you to navigate transitions, develop essential skills, and realise your vision.

Other than mentoring and writing, I lead the organisation’s strategic initiatives, bringing our vision to life and enhancing leadership capabilities across the board.

𝗖𝗼𝗿𝗲 𝗢𝗳𝗳𝗲𝗿𝗶𝗻𝗴𝘀:

✅ Crystalising personal and team purpose
✅ Developing customised growth strategies
✅ Providing accountability


𝗚𝗲𝗻𝗲𝘀𝗶𝘀 𝟮 𝗡𝗲𝘄𝘀𝗹𝗲𝘁𝘁𝗲𝗿:

As Editor-in-Chief of Genesis 2, I deliver weekly actionable insights for personal and professional growth. Every Wednesday, subscribers receive a 5-minute read to:

🔹 Find deeper meaning
🔹 Live with greater purpose
🔹 Lead more effectively
🔹 Navigate transitions confidently

Through Genesis 2, I transform uncertainty into opportunity, guiding readers toward more rewarding lives.


𝗔𝗰𝗵𝗶𝗲𝘃𝗲𝗺𝗲𝗻𝘁𝘀:
🏅 Top Voice in Nonprofit Leadership on LinkedIn
🏅 Helped numerous individuals transition to fulfilling roles
🏅 Led initiatives that increased organisational impact and community engagement

Let’s connect to explore how I can help you expand your influence, create meaningful change, and leave an enduring legacy.

The future is yours to create.

Paul Chen

Singapore Polytechnic

Senior Manager, Planning & Development

• Designing and implementing staff & organisational development strategies to enhance organisational culture, operational efficiency and sustainability practices.
• Leading sustainability drive initiatives focusing on waste management and reduction in campus waste, resulting in a significant decrease in waste production.
• Planning and executing campus infrastructure projects, improving sustainability practices and operational effectiveness.

Senior Specialist

Part of a select team that oversees the transforming of the SP Campus to be able to meet the sustainability standards and requirements of public institutions. The scope covers a wide spectrum and would involves Sustainability Planning, Urban Design, Placemaking, Behavioral Changes, Stakeholder Engagement, Organisational Development interventions, Green Master Planning, Infrastructure Planning and Facilities Upgrading.

Specialist, Special Projects

Innovated and designed leadership development programs. Identify gaps in leadership development to address specific skill and knowledge requirements. Apply user-centric design methodologies to create seamless and engaging experiences for diverse audiences. Implement assessment strategies to measure the effectiveness of workshops.

𝘒𝘦𝘺 𝘈𝘤𝘩𝘪𝘦𝘷𝘦𝘮𝘦𝘯𝘵𝘴 𝘢𝘯𝘥 𝘊𝘰𝘯𝘵𝘳𝘪𝘣𝘶𝘵𝘪𝘰𝘯𝘴:
◆ Envisioned a 3-month program for cultivating creativity, forward-thinking, and an innovation culture within Mitsubishi Chemical Methacrylates Singapore.

◆ Championed several Design Thinking workshops for prominent organizations such as Sentosa Development Corporation, MINDEF, Land Transport Authority, and Civil Service College.

◆ Oversaw multiple iterations of design facilitation training for multiple service branches of the Ministry of Home Affairs, enhancing capabilities in creative problem-solving and design thinking.

◆ Co-designed multiple sessions of innovation and leadership development workshops for Nestle’s Lighthouse Program, facilitating the growth and leadership skills of participants.

◆ Facilitated Career Fitness Workshops as a Public Service Division Career Coach for the Ministry of Social and Family Development and the Ministry of Education.

Specialist, Experience Design

School of X | DesignSingapore Council 

6-month Industry Attachment with the School of X at DesignSingapore Council. I facilitated design sprints and design bootcamps for key organizations including Public Service Division, Ministry of Social and Family Development, Centre for Healthcare Innovation, and Ministry of Education, to cultivate a creative mindset and promote problem-solving.

Some of my key achievements and contributions:

◆ Designed and co-produced the “28 Day Journey into Empathy Building” journal tailored for workshop participants.

◆ Drove strategic planning and leadership development by providing workshop facilitation support for the Workforce Singapore (WSG) Senior Leadership Strategic Planning Retreat.

Learning Experience Designer | DesignSingapore Council

Singapore Polytechnic | Media, Arts & Design School

I enhanced and updated course curricula to align with industry needs and emerging trends. I led the development of new academic programs, nurtured partnerships with industry stakeholders, and gathered feedback from students, faculty, and industry partners. I also advanced opportunities for experiential learning and future employment.

Some of my key achievements and contributions:

◆ Established and developed the Industry Engagement & Collaboration Unit to guide Business Development, Industry Projects, Partnerships, Internships, and CET courses. Surpassed annual KPIs and achieved $150K project value and 70, 000 Adult Training Hours in the first year.

◆ Led strategic course design, development, and change coordination with the Ministry of Education to transform and merge 8 existing diplomas into a pioneering transdisciplinary diploma—a first among IHLS at the national level.

◆ Orchestrated innovation workshops for various government ministries, agencies, statutory boards, and industry partners, involving topics such as design sprints, design thinking, and service & production innovation.

◆ Selected as 1 of 6 leaders for developing, mentoring, coaching, training, and developing new Managers and Specialization Leaders at the institutional level.

Deputy Director – Course Management & Industry Partnerships

Singapore Polytechnic | School of Design

I led organizational development and staff enhancement initiatives, promoted a culture of continuous improvement, and improved efficiency of school operations across staff development, recruitment, performance management, timetabling, facilities, welfare, and staff experience. I facilitated professional development programs, formulated and updated policies, and cultivated positive relationships with internal and external stakeholders.

Some of my key achievements and contributions:

◆ Directed the creation of Continuing Education and Training (CET) programs for the SP Design School, surpassing the KPI of 10,000 CET training hours within the inaugural year.

◆ Envisioned CET frameworks for seamlessly integrating Professional Education and Training (PET) with CET, setting the benchmark for other programs and establishing the annual DT|UX Summit.

◆ Introduced and implemented an individual staff capability plan and a framework for personalized training roadmaps, focusing on core critical skills for continuous professional growth.

Deputy Director & Senior Manager, Administration

Singapore Polytechnic | School of Design

I led the Course Management Team to elevate overall educational experience. I introduced innovative teaching methods, optimized academic processes, and implemented initiatives to enhance student engagement, such as guest lectures, workshops, and industry partnerships.

Some of my key achievements and contributions:

◆ Orchestrated the entire lifecycle of the School of Design Building project, from conception and design to final handover with a project value of $65M.

◆ Successfully restructured the organizational framework and introduced vertical module coordinators for seamless curriculum continuity and alignment.

Course Chair & Manager

Lecturer, Diploma in Interior Design; SP Design School

Public Service Division

Coach & Facilitator

Design Associates Architects 

Assistant Head of Design

Suying Design Pte Ltd

Project Architect

SD Architects

Hope Church Brisbane

●	Oversaw development, ministering and pastoral care for Youth congregation
●	Personal assistant to Senior Pastor Hope Brisbane 
●	Supporting regional & international coordination and liaison of Hope Churches, Australia

Youth Leader & Regional Coordinator at Hope Ministries Australia

Chris is a seasoned leader with a background in Learning & Development (L&D) & with over 24 years of a rich diverse career experience as an architect, design educator, facilitator, OD practitioner & certified ICF coach. 

Leveraging on his expertise in leadership & organisational development, change management, coaching, experience design & educational administration, he empowers individuals, teams & organisations to reach their full potential through strategic talent development initiatives.

He has worked in the architecture, tertiary & adult education sector extensively, specialising in trans-disciplinary innovation projects, facilitating design thinking & real-world industry projects. He has  also made significant contributions to the development & growth of the SP Design School & the Media, Arts & Design schools, gaining valuable insights into human potential, resilience & innovation.

Chris is driven by a deep-rooted belief in the power of continuous personal growth & development, enabling individuals to thrive in a rapidly evolving professional landscape. He is passionate about integrating Design Thinking principles into L&D, coaching individuals & teams & driving organisational success through talent development. He thrives as a facilitator & coach helping individuals & teams unlock their creative potential & achieve extraordinary results fostering a culture of collaboration & growth.

𝗔𝗿𝗲𝗮𝘀 𝗼𝗳 𝗘𝘅𝗽𝗲𝗿𝘁𝗶𝘀𝗲: 
1. Learning & Development
2. Leadership Development
3. Team Leadership
4. Coaching
5. Change Management
6. Project & General Management
7. Creativity & Innovation
8. Design Thinking

taplio

The Battle

Paul Chen

Christopher Goh, ACC

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