• Led, inspired, and motivated a team of 40 HR professionals, encompassing both HR Operations and HR Business Partners.
• Drove robust engagement strategies and cultivated the HR Operations community while enhancing capability levels.
• Delivered a faster and simpler quality HR experience, with a strong emphasis on value, consistent performance, and employee satisfaction.
• Championed continuous process and system improvements, striving to create the optimal user experience.
• Successfully delivered two continuous improvement projects for 2024/25, achieving a cost-saving impact exceeding AUD$700K and reconciling over 1900+ leave hours.
• Focused on Operational Excellence (OpEx) projects to streamline processes, promoting active integration and collaboration with ERIR, Policy Team, HR Business Partners, and HR Operations.
• Fostered a learner's mindset by embedding a coaching culture across teams to influence and drive performance.
• Directed strategic HR initiatives by aligning corporate objectives with innovative workforce solutions, enhancing organisational development during a pivotal transformation period.

• Spearheaded large-scale, cross-functional reorganisation projects, ensuring timely and effective delivery while adhering to Project Management quality standards and local consultation requirements as mandated by country legislation.
• Engaged a diverse range of stakeholders to secure timely, quality inputs into projects, facilitating effective monitoring of workloads, resource allocation, and risk management.
• Successfully executed large and complex reorganisation projects such as PAISA (Upstream rebuild), streamlining spans and layers of Technical Asset Ops, and managing the Shell Japan acquisition and reorganisation, known as RESHAPE 2021.
• Appointed as the Regional Coordinator for REHSAFE 2021 to train and coach 15 mappers on the use of reorganisation tools while providing design-based guidance.
• Implemented manual system interventions yielding over 8000 line changes.

• Managed a team of 20 advisors to deliver comprehensive HR transactional and advisory services.
• Achieved high-performance dashboards, consistently exceeding service level agreements with an average of over 96% year-on-year.
• Maintained strong business partnerships with country stakeholders at all levels by aligning business goals and strategies with team targets.
• Eliminated waste by implementing five streamlined working processes as part of the company's continuous improvement journey.
• Facilitated integrated collaboration with country HR during the migration of the HR Operations project.
• Efforts acknowledged and awarded by the Global HRVP.

• Led a team of 12 advisors to facilitate system changes within Shell's Organization Management structures, including reorganisation and structural clean-ups.
• Improved service delivery times for system changes, achieving an average turnaround of 6 hours per case versus the 3-day service level agreement.
• Attained and maintained low structural error rates, with an average of 260 errors against a backdrop of 90,000 records.
• Recognised as a Certified Master Trainer for the Beyond Service Excellence programme.
• Achieved and maintained high scores in the Team Leadership survey, averaging 93% over three consecutive years.
• Developed and upskilled team members for higher-level roles.

• Facilitated cross-departmental initiatives to refine operational procedures, enhancing overall process efficiency and achieving notable reductions in error rates.
• Standardised and enhanced operational processes through collaboration with cross-functional teams, resulting in significant improvements in efficiency and consistency across global operations.
• Streamlined global operational workflows by leveraging subject matter expertise, ensuring alignment with strategic business objectives and driving ongoing process improvements.
• Orchestrated global operational strategy sessions, fostering a unified approach to achieving business objectives and driving process innovation across departments.
• Spearheaded the standardisation of operational processes, boosting efficiency and alignment with strategic business goals across global teams.
• Refined complex operational methodologies by analysing insights from cross-departmental research, achieving substantial gains in process consistency and effectiveness.

• Executed OM change requests via SAP in compliance with existing global and business guidelines, ensuring speed and accuracy.
• Consistently achieved high performance on dashboards, maintaining excellent delivery standards.
• Appointed as the focal point for onboarding new joiners, providing on-the-job training.
• Developed strong knowledge of OM processes and their integration with backend systems.
• Received numerous recognitions from stakeholders for high-speed delivery, accuracy, and collaborative efforts.

• Managed a team of 12 premium services executives, providing call centre support.
• Conducted call observations and coaching sessions to develop, guide, and enhance team member skills.
• Translated, planned, and organised call centre goals to ensure that objectives were met.

• Conducted onboarding and job training for new joiners, ensuring certification of readiness.
• Reviewed job aids and processes to ensure compliance controls and measures were in place.
• Coordinated changes and engaged in initiatives for new process implementations.

• Provided call centre support to card members regarding products and services.
• Ensured first contact resolution or timely referral of cases for further investigation.

• Gained foundational knowledge in retail banking, encompassing roles in teller services, customer relationship management, and sales of retail products.

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