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

Change with Mel

Get ready to embrace the energy of change!

So that you hit your goals, both personally and professionally.

>> When you kick your goals out the park you x10 your sense of achievement and fulfilment in work and life.

Imagine having unparalleled clarity on your path to change.

>> Envision absolute clarity on what needs to change, why it's crucial, and having a robust plan in place on how to achieve it.

Develop lasting skills to navigate the complexity of change and ignite growth.

>> Working with me means acquiring enduring skills to navigate the intricacies of change with ease. Learn how to tap into the energy of change to not only grow but to excel in your endeavours. Maximise oppotunities to create a more productive environment for youself and those around you.

Here’s how I can help you:

❇️  Executive Coaching & Mentoring: Personalised coaching & mentoring to help you unlock your full potential and achieve meaningful goals.

❇️ Group Programs: Co-created workshops & team sessions to build trust and collaboration to achieve the change you need.

❇️ Change Management: Range of options to support you through change initiatives including Change Coaching: A dynamic coaching & mentoring program designed to guide individuals and teams through the change process; and Change Management in-house, end to end change management based on your specific change needs.

➡️ KEEN TO EXPLORE FUTHER? Get in touch for a discovery chat ⬅️

🤙 0438 894 774
📧 mel@changewithmel.com

Founder & Director

Guild Group

Change lead on #CONNECT program of work to create office space to innovate new customer solutions, reduce waste and reinvest cost and opportunity to boost EVP and the experience at work.
> improve hybrid working set up to develop a balance between remote and connected work
> deliver engaging customer and EX digital experiences
> enhance ability to achieve operational & process improvement

Change Manager

City of Melbourne

Lead change and communication & project management activities to support the implementation of digital transformation of Source to Contract system.

Change and Communications Manager

Northern Territory Government

Lead and support multiple Service Management projects across a broad remit of organisational change, design and communications: Prepare the way to BAU for large scale Health ICT system solution, embed appropriate reusable and scalable ITSM New Ways Of Working model for positive UX; Support behavioural change & the shift in mindset from single agency-focussed to an all of government focus (OneNTG); Embed a structured yet flexible approach to organisational change; and ensure internal stakeholder feedback, engagement and communication is accessible, timely, informative and meaningful

Organisational Change Manager

PwC Australia

Change, Adoption & Learning Lead driving Salesforce adoption across Australia designed to super charge Sales Excellence behaviours across the firm targeting senior stakeholders. Design, lead and facilitate training initiatives Australia wide with over 500 training hours delivered; 5 eLearn modules, 200 ways of working sessions; 25 Bootcamps, 16 office visits, 18 hours of virtual classrooms and 250 coaching sessions.

GMHBA Limited

Change Manager, leading the company’s New Way of Working program (Agile and Lean portfolio utilising enterprise wall management). Primary focus on stakeholder engagement and communications utilising Prosci’s ADKAR model of change.

Quiksilver

A member of the executive team leading the change program across the merger & acquisition with Billabong while managing responsibilities across HR ANZ and South Pacific, including  ANZ Payroll and AU Facilities.

Head of HR, South Pacific

Fed Square Pty Ltd

A member of the executive team providing expert Human Resources advice across the organisation to drive business outcomes and strategic goals through effective people management, processes and strategy. Responsible for creating and implementing strategic imperatives relative to the sustainable development of people solutions to ensure the attraction, development and retention of the best talent available.  Bringing strong stakeholder management, influencing and commercial acumen to bear on supporting the organisation achieve its strategic goals

General Manager, People

Allens

A senior HR generalist role partnering across the organisation to achieve business outcomes and strategic goals through effective people management, process and strategy. Providing strategic and tactical direction to practice groups through the development of people solutions.  Managing a small team of HR consultants and managers and taking a lead role in the team. Bringing exceptional stakeholder management, influencing and commercial acumen to bear on supporting the organisation achieve its strategic goals.

People Development Manager (Contract)

ASIC

A senior HR generalist role supporting a number of internal clients to deliver on a range of people initiatives and implement end to end people processes. Strategic development of specific departmental people plans aligned to the strategic imperatives of the organisation.

HR Relationship Manager

I help leaders create positive, engaging and sustainable organisational change experiences for themselves, their teams and organisations.

Change is not just a concept, it's is a part of who I am. I see change as an opportunity to grow and transform who we are and how we work. Working with me means going on a transformative journey where curiosity sparks growth, perseverance fuels resilience and optimism guides the way to a future where change is celebrated.

🤝🏽 Let’s connect on LinkedIn!

My Mission is to empower leaders, teams and organisations to embrace change as a positive experience and opportunity for genuine growth and transformation:
>> Sustainable Change programs
>> Bespoke programs
>> Better workplace approach to change
>> Clarity for individuals seeking or leading change

Here’s how I can help you:
❇️	Organisational Change Management: On Demand or Done for You: Guiding you and your organisation through complex and transformative change processes. 

❇️	Coaching & Mentoring: Personalised coaching & mentoring to help you unlock your full potential and achieve meaningful goals. 

❇️	Leadership Development: Equipping aspiring and established leaders with the skills, mindset and tools needed to inspire and lead teams effectively. 


➡️     FIND OUT HOW I CAN SUPPORT YOUR CHANGE JOURNEY TODAY? Get in touch for a discovery chat   

🤙 0438 894 774 
📧 melinda@changewithmel.com

⭐ MY STORY ⭐
I am a seasoned professional who thrives on change. Originally from Darwin in the Northern Territory, I have travelled the globe living in diverse places such as Switzerland, China and various places in Australia. Melbourne is where I call home now giving me close access to my two adult children.

Over the past few decades, my career has always focussed on people. With a background in training and Human Resources and extensive experience at the Executive levels, I bring a high level of curiosity, perseverance and optimism to my approach. This allows me to quickly establish connections and relationships to facilitate growth.

Taking a pragmatic and authentic approach, I have an innate ability to forge trusted connections swiftly. I genuinely care about the felt experience of change for people which is my driving force behind my unique approach, which ensures the best outcomes for individuals and organisations.

I see change not as a challenge but as an opportunity to do the amazing.

taplio

The Battle

Paul Chen

Melinda Smith

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