With the organisation poised to embark on one of its largest Enterprise Agreements (EA) and a recruitment area managing over 700 live vacancies with a team of 20+ employees, there was immense pressure to optimise processes and ensure operational efficiency.

Employees had highlighted dissatisfaction with the transactional process for changing employment details, leading to significant complaints and backlogs of outdated information. Despite previous efforts with contractors to address these issues, the organisation urgently required a proactive individual capable of taking charge and swiftly implementing solutions. The ideal person had to demonstrate exceptional resilience and deeply understand process management, systems transactions, and shared services dynamics.

Key responsibilities for this pivotal role included overseeing a team of 40-50 shared services professionals responsible for payroll, benefits administration, compliance, recruitment, industrial relations (IR) and employee relations (ER) complaints and investigations, service desk operations, and HR Business Partners (BPs). They were responsible for implementing streamlined processes and system enhancements to optimise change of employment details, collaborating closely with stakeholders to drive change and ensure seamless delivery of HR services, and leading compliance efforts to uphold regulatory standards and company policies.