Work Experience
UX/UI course study / RMIT Online
September 2022 - January 2023
Successful completion of UX/UI course as part of the Victorian Government Digital Jobs initiative.
Contractor - Manager, Professional Practice Support / DeakinCo.
June 2021 - August 2022
Continuation of previous role on a contract basis.
Manager, Professional Practice Support / DeakinCo.
June 2020 - May 2021
Part of the Faculty of Business and Law, DeakinCo. is the corporate arm of Deakin University providing learning and development solutions for individuals and the organisations for the future of work. DeakinCo. works with organisations to have their employees' capabilities independently verified via Professional Practice credentials.
As a result of the COVID-19 pandemic, DeakinCo. made the decision to remove the RTO from their portfolio of services. As a follow-on impact, over 50% of the staff were to be made redundant. In consultation with the COO, I negotiated to undertake a new role that would provide management of support to the Professional Practice program.
As the Manager, Professional Practice Support I provided management of support for all operational matters related to DeakinCo.'s professional practice credentials and complementary products and services. This included liaison with University departments and faculty directors, assessors and students, as well as related parties such as Keypath Education.
I also managed the DeakinCo. short courses development project, which included more than 60 short courses. This included setting the course development priorities based on business commitments, appointing and managing learning designers and content creators, coordination of training and check-in sessions and management reporting of development status.
Role Summary
- Development and management of credentials partner and assessor relationships
- Perform quality assurance checks on student evidence submissions, assessor feedback and assessment rubrics
- Provide operational guidance and advice to assessors as required
- Provide guidance and advice to candidates from all sources, B2B, B2C and Professional Practice Degrees
- Act as a conduit for general credential queries from within DeakinCo., Deakin University and beyond
- Assist with any workshop and/or facilitation logistics
- Produce credential and assessment related documentation, ensuring adherence to compliance requirements as well as brand and style guidelines
- Build knowledgebase of credential information for use in advising stakeholders and dealing with queries
- Work with Deakin University Legal and Finance departments to ensure smooth on-boarding of new assessors and other contractors
- Maintain administrative systems relating to client, partner and assessor relationships
- Weekly reporting on credential statistics for DeakinCo. management, University and Keypath Education
- Participate in, and maintain records of, planning and implementation activities across DeakinCo.
Highlights
- Assumed project management duties for the short courses in a time of massive upheaval in the organisation. Successfully delivered the first round of courses to the client on a very tight schedule and within budget. Subsequent deliveries have maintained both schedule and budget.
- Evaluated existing processes and fine-tuned to ensure that SLAs to assessors, students and the University are consistently met. These enhancements include using tools such as ServiceNow as the touchpoint, so that incoming emails create a case to ensure prompt followup and allow for tracking and reporting.
Quality & Compliance Manager / DeakinCo.
July 2019 - June 2020
DeakinCo. is the corporate arm of Deakin University providing learning and development solutions for individuals and the organisations for the future of work. DeakinCo. is a Registered Training Organisation (RTO) providing accredited training programs to various industry sectors. DeakinCo. also works with organisations to have their employees' capabilities independently verified via Professional Practice credentials.
As the Quality and Compliance Manager I provided expertise and advice to senior management regarding adherence to regulatory requirements. This position provided an opportunity to explore and build new skills and knowledge which provides further solidification of my skills and expertise.
Role Summary
- Liaised with external clients and stakeholders
- Co-ordinated and conduct internal audits to ensure regulatory compliance
- Worked with senior management regarding ISO and Australian Skills Quality Authority (ASQA) audit regulations and associated requirements and communicate, as appropriate, to the broader organisation
- Participated in ISO and ASQA audits, including compliance and reporting requirements and liaison with regulatory bodies
- Created, updated and maintained RTO documentation including training manuals and participant handbooks, operations manuals, training and assessment strategy documents, RTO and ISO 9001: 2015 policies and procedures, various regulatory compliance registers (eg, trainer and assessor qualifications and annual professional development obligations, industry and stakeholder engagement, etc)
- Improved operations, processes, communication and compliance
- Provided expertise in accessibility for client access to programs and documentation for low vision participants
- Conducted internal audits
- Ability to adapt to varying role requirements with ease and enthusiasm
Highlights
- Successfully granted ISO 9001:2015 accreditation certification subsequent to surveillance audit
- Updated and revised existing, and created new, RTO policies and procedures to ensure compliance with ASQA regulatory obligations
- Suggested and developed improvements and updates to existing templates, certificates, and Statements of Attainment
- Devised and created WCAG2.0 (Web Content Accessibility Guidelines) compliant accessible documentation for clients
Education Quality Assurance Officer, Professional Year Program / Australian Computer Society
January 2018 - July 2019
ACS (Australian Computer Society) is Australia's peak body for individual members of the ICT workforce with over 21,000 members.
ACS's Professional Year Program gives international ICT/computing graduates from Australian universities the practical job skills and training needed to enhance their career prospects. A practical pathway from university to employment, Professional Year ensures that graduates are job-ready.
Role Summary
- Liaise with Professional Year Accredited Providers with respect to quality assurance and compliance within the ACS Professional Year (PY) Program
- Conduct audits of Professional Year Providers (PYP) and site visits nationally for PYP additional or replacement delivery sites, to ensure ACS standards and requirements for Professional Year Program are met
- Work with PYPs to educate and roadmap their return to compliance, potential suspension or subsequent termination in the event of non-compliance
- Onboard new PYPs from initial point of contact and Expression of Interest stage through to research, due diligence, interviews, and site visits, providing information and advice on enquiries, application guidance, application assessment, and making recommendations as to application progression, acceptance or rejection
- Manage all organisational, administrative and financial aspects of major events such as annual PYP Forum and Tutor Forum
- Manage relationships with PYPs, Professional Year Tutors, and students
- Create quarterly newsletters to PYPs, Tutors and ACS internal staff
- Manage and train PY program administrative staff
- Recruit and performance manage PY tutors
- Create, update and maintain training guides, operations manuals and framework documents
- Create position descriptions
- Research and investigate grievances, complaints and appeals and provide final verdict
- Improve operations and compliance
Highlights
- Devised more concise audit processes to reduce errors and increase efficiency
- Created, drafted and finalised numerous manual and framework documents
- Suggested and developed improvements to site inspection processes and documentation
- Devised and created communications to tutors to provide clarity and uniformity on processes
Education Program Administrator, Professional Year Program / Australian Computer Society
October 2016 - December 2018
ACS (Australian Computer Society) is Australia's peak body for individual members of the ICT workforce with over 21,000 members.
Role Summary
- Provided ACS Professional Year Program administrative support and contributed to the development and enhancement of program delivery and services.
- Liaised with potential students, current Professional Year students, Professional Year Program Providers and potential providers, and program tutors with a strong customer service focus
- Advised, informed, supported and guided professional year students and tutors
- Managed and maintained student records in SMS (Student Management System)
- Investigated and subsequently actioned student misconduct and Code of Ethics breaches
- Coordinated day-to-day operations and activities
- Developed and updated policies and operational procedures, including training guides and manuals
- Created position descriptions for new staff
- Trained new staff
- Researched and investigated grievances and complaints
- Improved operations
Highlights
- Instigated and created automated tutor invoicing system to improve efficiency and accuracy
- Altered student enrolment processes to more accurately reconcile with month end financials
Project Manager, Research & Stakeholder Engagement, Policy & Public Affairs Department / Australian Computer Society
September 2014 - September 2016
ACS (Australian Computer Society) is Australia's peak body for individual members of the ICT workforce with over 21,000 members.
Role Summary
- Assisted in relationship management of key Federal political stakeholders and relevant lobby and advocacy groups. This included the offices of the Prime Minister and key Cabinet Ministers; office of the Leader of the Opposition and key Shadow Cabinet Ministers; business lobby and advocacy groups including the Business Council of Australia, CEDA, ACCI, Deloitte Access Economics, Professionals Australia and AIIA; and political lobbyist including Barton Deakin, Hawker Britten and Public Policy Solutions. Also played a key role in working with Deloitte Access Economics who were contracted to produce for ACS the highly regarded annual publication "Digital Pulse".
- Managed sponsorships - oversaw and managed the ACS sponsorship arrangements with the National Press Club (NPC). This included sponsorship of the NPC Annual Golf Day, and initiating and implementing ACS sponsorship of the inaugural NPC IT Journalist of the Year Award.
- Managed events - included managing at least 10 events annually as part of the NPC sponsorship as well as the annual launch in Canberra of the ACS "Digital Pulse" publication.
- Researched and assisted with drafting of key ACS documents and reports including "Promise of Diversity", ACS Election Manifesto, and IT case studies.
- Managed diary, email and expense reconciliation of self and Director, Policy and Public Affairs
- Organised travel - including detailed and complex itineraries
- Managed, compiled and contributed to various business reports and documents including annual and bi-annual strategy documents, Board reports, presentations (internal and external), meeting minutes, and weekly/monthly executive reports.
Highlights
- Created and improved tender documentation to accommodate requirements and provide for appropriate level of details
- Developed excellent relationships with key external contacts
Volunteer Administrative Support / Australian Services Roundtable
January 2016 - September 2016
ASR is the only dedicated whole-of-services industry organisation and is part of the Global Services Coalition (GSC). Currently, services do not register sufficiently on Australia's public policy radar. There has been no national research effort, and services do not feature in any of the Government's national competitiveness strategies. Creating a national services competitiveness strategy is essential as we move away from a resource focused economy. With up to 1.5 billion people moving into Asia's middle class over the next 15 years, Australia must ensure it is in the best position to take advantage of the opportunities at our doorstep.
- Assisted the CEO of the Australian Services Roundtable in a volunteer capacity with administrative assistance preparing invitations and event management for the AGM using Eventbrite and MailChimp.
Executive Assistant to Chief Executive Officer/Managing Director and Chief Financial Officer / Asaleo Care Limited
February 2010 - August 2014
Asaleo Care Limited is a leading hygiene solutions company, manufacturing and marketing a number of popular household brands including Sorbent, Purex, Handee, Deeko, Tork, Treasures, Libra and TENA. A joint venture between international paper company SCA and local private equity firm PEP, the company operates across Australia, New Zealand and Fiji, holding number one market position in the majority of categories in which it competes.
- Supported the CEO, CFO and Board, often across confidential matters
- Provided high-level administrative support
- Managed executives' calendars and emails, identifying priorities that require action and executing in a timely manner
- Arranged interstate, Trans-Tasman and international travel and preparing detailed and complex travel itineraries and site visits for CEO, CFO, visiting overseas senior executives and Board members
- Organised all facets of Board meetings and annual senior management conferences involving international, national and local members
- Collated and analysed meeting and conference feedback for management reporting and future conference planning
- Formulated agendas for conferences and meetings
- Managed reception team, screening visitors, mail and telephone calls
- Conducted research, gathering and compiling information as required
- Prepared presentations and other materials
- Prepared and distributing internal communications
- Managed CEO and personal expenses
Executive Assistant to the Executive Director Quality, Productivity Improvement & Risk Management / Epworth Healthcare
2008 - 2010
Epworth HealthCare is Victoria's largest not-for-profit private health care group, renowned for excellence in diagnosis, treatment, care and rehabilitation. Epworth Healthcare has eight hospitals located in metropolitan Melbourne.
- Coordinated, prepared and distributed monthly agenda papers and minute-taking of Teaching Hospital Steering Committee meetings
- Acted as central contact point for Medical Trainees/Registrars including liaising with Trainees' parent hospitals
- Involved in the organisation and coordination of Clinical Institute dinners, monthly external clinical audit meetings, annual symposia, working parties, etc
- Liaised regularly with Clinical Institute Chairs and their support staff
- Provided administrative support for Medical Services