Covalent Lithium Pty Ltd

Supporting the set up of a new Lithium refinery and establishing a Management Operating System.

Principal, Management Operating System

ORBIZ

ORBIZ are a global consulting firm who facilitate the rapid delivery of significant and sustainable improvements in performance across a diversity of industries. We facilitate turnaround, transformation and strategic improvement through the development and implementation of a system and culture of Lean and continuous improvement. This enables our clients to increase the effectiveness of their organisations by making them easier to manage, more flexible, more competitive and overall more profitable.

Our team of industry professionals have been selected based on their extensive experience from the highest performing industries and organisations around the world and their passion and enthusiasm for engaging with people to successfully transfer that knowledge and experience. Operating across a diversity of industries our services range from the optimisation of business development systems to deliver growth, through to operating system improvements that reduce cost through improvements in safety, quality and productivity.

We have a strong reputation for delivering challenging projects and significant results and we enjoy being involved in change as we are passionate about working with people and organisations to help them sustainably improve their performance.

ORBIZ brings together a network of highly knowledgeable performance improvement specialists who operate across Asia Pacific, Europe, Africa and the Americas to form a talented and flexible consulting and advisory team.

Our consultants are experienced business professionals who have lived and breathed the philosophies of Lean and continuous improvement through successful careers with industry leading companies around the world.

We have extensive experience of implementing sustainable improvement and change programs across a broad range of industries including Mining, Energy, Construction, Transport, Healthcare, Infrastructure Services, Facilities Management, Aerospace and Manufacturing.

Senior Consultant at ORBIZ

Bankwest

I led a team of improvement specialists skilled in Lean Six Sigma methodology and Operational Excellence based on Shingo principles.  The primary objectives and value we provide to the business includes:
•	Redesign and optimise sales and service processes to deliver improved experiences for our customers and the internal colleagues;
•	Diagnosis of business problems to identify and recommend key areas for improvement;
•	Program management and delivery of major improvement programs to drive $m dollars benefits through cost savings, income generation, risk mitigation, improved customer satisfaction;
•	Building and embedding the capability of the company to continuously improve through the training and coaching of problem solving skills, tools and techniques.  Using practical tools such as A3 Practical Problem Solving (PPS), DMAIC and PDCA, we design and facilitate, internal training programs, coaching and certification at a Yellow, Green and Black belt level in Lean Six Sigma (LSS) supported by SA Partners and Cardiff University;
•	Train and coach teams in the delivery of Operational Excellence using a program designed around the Shingo principles.  These programs look to implement effective operating rhythms which include the following elements, customer focus, process management productivity capability, productivity mindset and behaviors and productivity leadership.
BENEFIT - This successfully embedded a culture of continuous improvement with 150 yellow and green belts now certified and working on improving processes and all colleagues looking to improve the way they work.  It has also contributed to a Gallop world class rating in People & Culture and year on year benefits of $20m being generated.

Head of Business Process Management

I led a call centre team of 200+ colleagues whose aim was to deliver exceptional service to our 1.2m customer base across Australia:
•	Implemented a virtual call centre utilizing available decentralized resource whilst maintaining the customer service levels, saving $10m per annum;
•	Introduced WEBCHAT as a new channel of service delivery working with external expertise in the area LIVERPERSON delivering increased contact channels for our customers;
•	Delivered a World Class People & Culture with increased engagement and motivation of the call centre team through more variety of role, revised KPIs, increased empowerment and ability to resolve customer issues at first point;
•	Implemented changes to the operating systems and processes to better meet our customer needs.

Head of Customer Service (Call) Centre

I led a team of experienced customer experience designers and coaches and whose focus was to deliver a change of culture to put the customer at the centre of everything we did. This was a new area and involving the following:
•	Development of a 3 year strategy for driving the customer focused culture required;
•	Working with external vendors, selected and implemented a customer feedback process using digital solutions to understand how satisfied the customer was with our products and services across all channels;
•	Using the customer feedback, developed and implemented a workflow for all colleagues.  Coached and supported them to respond to customers where needed and identify pain points to be resolved immediately or which became future improvement projects.  This also included the design of key performance indicators to reinforce the behaviours required.
BENEFIT - This has created an ongoing culture within the company that has been sustained with the customer at the centre of all we do. We also achieved number 1 in customer satisfaction through the Roy Morgan external benchmarking during this period.

Head Of Customer Experience

Working as part of the Executive Leadership team, my role was to drive the sales performance of the business.  This included the following:
•	Setting and measuring sales targets across products and all channels;
•	Working with Products and Marketing to deliver timely and effective product launches, making pricing decisions, agreement of marketing spend, use of tv and adverts;
•	Design and implementation of key performance indicators to drive the required outcomes;
•	Development and implementation of improved lead management processes to increase sales and reduce attrition;
•	Development of the customer interview/sales process to optimise the customer experience and business performance;
BENEFIT - During this period, I was able to help deliver double digit growth well above market rate and establish the company over the. East Coast which was a new market.

Head of Sales and Service Performance

Leading the learning and development area for Bankwest supporting 4,500 colleagues.

Designing & delivering competency based training programs at all levels
Supporting a major expansion program over East Coast which required cultural change and embedding of new systems, process and technology.

Head of Learning & Development (Bankwest)

Halifax Bank of Scotland (HBOS)

Head of Learning & Development

I am a transformation and change manager who is adaptable, dedicated and enthusiastic for any challenge.  Through collaboration and engagement with people across the change journey, I deliver quality and sustainable outcomes. With expertise in major change programs and driven to provide exceptional customer service, I am innovative in leveraging my extensive knowledge of product, process, technology and service to create solutions for customers to drive loyalty, retention and revenue.

I bring my energy and passion, in managing major change, through the engagement and buy-in of people, with the overcoming of barriers.   I can quickly take on new challenges moving from Strategy through to implementation with the delivery of quality business and customer outcomes.

People Management | Strategic Thinking | Change Management | Agile | Design Thinking | Continuous Improvement | Executive Leadership | Customer Excellence | Financial Budgeting

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