Jenny Carroll
Ventia
Brabham
1
Certification
2027
years of professional experience
A highly experienced and driven professional with a strong background in custodial management, business systems, and stakeholder engagement. I am seeking a leadership role where I can leverage my strategic planning, operational oversight, and data analysis expertise to drive service excellence, foster team development, and contribute to organizational success. Passionate about continuous improvement and committed to delivering high-quality outcomes in complex and dynamic environments.
Professional with a background in leadership and operational excellence, ready to drive strategic initiatives and streamline processes. Known for fostering team collaboration and delivering consistent results, adapting effectively to evolving demands. Expertise spans project management, strategic planning, and stakeholder communication. Possesses strong problem-solving abilities and proactive mindset, ensuring organizational goals are met efficiently and effectively.
Work History
Assistant Director – Metro (Previously Assistant Director – South)
3 Years 6 Months- Assist in the development and implementation of the contract wide strategic plan and goals
- Ensure business streams delivered required services while prioritizing security, safety, and duty of care
- Ensure compliance with internal policies, the Contract and overarching Acts
- Oversee daily operations within scope of responsibility, addressing additional areas when necessary
- Build and maintain excellent stakeholder relationships
- Ensure KPIs are met within remit
- Provide direct line management to frontline leaders (9)
- Provide management oversight to indirect reports (110)
- Engage with workforce via regular site visits and team briefings
- Oversight of people and absence management, recruitment, training and performance evaluations for all staff within remit
- Conduct investigations as required
- Profit and Loss management, budget control and revenue management
- Use data analytics to determine best practice and business model is being applied
- Comply with Ventia Risk Management, Safety, Health, Environment management and Quality Assurance (SHEQ) systems, including statutory obligations
- Ensure compliance with People and Capability regulations
- Emphasis on staff development, with a focus to build strong succession plans
- Liaise with Contract Management
- Coach and guide direct reports on people management procedures
- Outline specific responsibilities for team members.
- Coordinate operational support across teams, maintaining compliance with safety, quality, and service standards.
- Manage stakeholder communications, resolving issues and supporting timely delivery of business priorities.
- Review workflows to improve efficiency, consistency, and accountability across daily operations.
- Prepar reports and documentation, ensuring accurate records for management and audit requirements.
- Support contract administration, tracking deliverables, obligations, and follow-up actions.
- Monitor compliance processes, identifying gaps and implementing corrective actions with team members.
- Mentor staff on procedures, systems, and service expectations to strengthen performance.
Operations Support Manager – Resourcing
1 Year 6 Months- Manage and develop the hospital sit and pool teams
- Manage direct (3) and indirect (95) reports
- Oversee the operations of both teams
- Liaise with internal and external stakeholders
- Conduct performance reviews
- Enhanced effectiveness of both teams through targeted development initiatives
- Continue to increase the FTE in each team to support the operation
- Conducted recruitment for officer positions to build a qualified team.
- Work closely with the Operations team to provide resources
- Develop staff
- Ensure compliance with internal policies, Departmental policies, the Contract and the CSCS Act 1999
- Ensure KPIs are met
- Conduct investigations
- Manage all resources within remit
- Acted as Resource and Logistics Group Manager.
- Assisted with management of the Escort Group.
- Ensure compliance with People and Capability regulations
- Performed staff performance management.
- Streamlined procedures within remit to align with operational standards
- Ensure all records are maintained and stored appropriately
- Provide regular briefings to officers to keep them up to date with any changes
- Comply with WHS policies and procedures
- Utilise internal systems to record injuries, hazards and audits
- Delegation of tasks to supervisors for career development
- Coordinated operational support activities, ensuring service requests, priorities, and deadlines aligned with business requirements.
- Monitored compliance with safety procedures, escalating risks and supporting corrective actions across work streams.
- Reviewed operational reports, identifying process gaps and implementing practical improvements.
- Liaised with supervisors and stakeholders to resolve issues and maintain service continuity.
- Monitored safety and quality standards, ensuring adherence to site procedures and regulations.
- Managed escalation responses, prioritizing urgent matters and maintaining operational stability.
- Conducted regular performance reviews, setting clear expectations and providing constructive feedback to support staff growth.
- Facilitated change management initiatives, leading teams through transitions smoothly while minimizing disruptions in operations performance.
Move Coordinator
7 Months- Liaised with staff and management to achieve desired outcomes
- Built a strong rapport with current teams involved with the move, such as Accommodation and Building Services
- Planned and coordinated key tasks to ensure smooth execution of the move.
- Implemented the ongoing clean-up process of OdT
- Work closely with the Education and Engagement manager on communications to staff
- Attended regular meetings with the OdT/DVS Implementation Working Group, including progression of actions outside of meetings and status reporting
- Collaborated with internal stakeholders and external contractors to maintain organized documentation.
- Equipped staff with necessary assets for successful transition to Tassels Place.
- Collaborated with finance officer to verify all assets were current or decommissioned.
- Work closely with the DVS Change Coordinator to ensure staff are included in the change management process
- Able to ensure tasks assigned to others are completed within required timeframes
- Scheduled contractors, movers, and internal teams to maintain seamless move plans.
- Managed move inventories, labels, and asset tracking for accurate equipment placement.
- Reviewed floor plans and site details to support efficient workspace allocation.
- Maintained relocation records, correspondence, and documentation for compliance and audit readiness.
- Streamlined the moving process by effectively coordinating and scheduling move dates, ensuring smooth transitions for staff.
Business Manager
9 Months- Managed building contracts including Millennium Cleaning and Shred X, ensuring currency, consistency, and compliance
- Managed Executive Assistant role, including leave and delegating tasks.
- Created office policies and procedures
- Created office policies and procedures to enhance operational efficiency
- Ensured all assets are accounted for
- Ensured all OdT audit updates are completed within required timeframes
- Prepared and maintain delegations
- Coordinated staff training requirements and booked courses to meet organizational needs
- Coordinated reporting, briefings, and performance updates for executive decision-making.
- Managed business planning, budget monitoring, and resource allocation to support divisional priorities.
- Coordinated stakeholder engagement across internal teams, contractors, and government partners.
- Implemented process improvements to strengthen workflow efficiency and service consistency.
- Increased overall team productivity by fostering a positive work environment and providing effective leadership.
- Successfully managed organizational change initiatives, minimizing disruptions to daily operations while achieving desired outcomes.
Business and Risk Intelligence Officer
2 Years 4 Months- Created reports on On-demand Transport industry activity and compliance rates to inform strategic decision-making
- Provide data analysis to manage risk and target compliance
- Work with internal and external stakeholders to ensure data integrity and compliance
- Use Business Intelligence software to create intelligence reports
- Liaise with Industry to ensure compliance with reporting requirements
- Work closely with business experts to ensure adherence to Acts, Regulations, Policy and Procedures
- Developed and implemented anticipatory risk management and mitigation strategies to address potential compliance issues
- Explored and developed streamlined processes and reporting strategies to enhance data reporting efficiency
- Use database interrogation software to provide in-depth data analysis
- Analyzed transport intelligence data to identify emerging risks and support operational decision-making.
- Prepared concise briefing notes, reports, and situational updates for internal stakeholders.
- Monitored multiple intelligence sources to detect trends, patterns, and compliance issues.
- Collated and validated information from databases, records, and stakeholder inputs for accuracy.
- Liaised with investigators and regulatory teams to support coordinated response activities.
- Maintained confidential intelligence records in line with government information handling standards.
- Prioritized incoming intelligence tasks and deadlines to ensure timely delivery of assessments.
- Contributed to process improvements that strengthened reporting quality and analytical consistency.
- Managed sensitive information with discretion, ensuring proper handling and dissemination to authorized personnel only.
- Interpreted complex information from multiple sources to produce accurate intelligence assessments.
- Coordinated stakeholder engagement across operational teams, agencies, and investigators.
- Advised senior leaders on trends affecting compliance, safety, and service delivery.
Acting Team Leader
4 Months- Led daily team operations, ensuring safe service delivery and adherence to departmental procedures.
- Coordinated workflow across staff, prioritising tasks to maintain consistent service standards.
- Monitored compliance with transport regulations, policies, and workplace safety requirements.
- Supported staff development through coaching, guidance, and performance feedback.
Acting Counter Operations Supervisor
Customer Service Officer
Virtual Assistant
10 Months- Sally is a Life Coach with many years' experience helping people achieve their goals.
- Managed calendars, scheduled appointments, and coordinated meeting logistics across multiple time zones.
- Organized email inboxes, prioritized messages, and drafted professional responses for routine inquiries.
- Performed accurate data entry, updated records, and maintained organized digital filing systems.
Custody and Security Manager, Joondalup Court
1 Year- Coordinated and managed operations of four courts, ensuring adherence to Serco policies and procedures
- Coordinated and managed activities at Custody Centre, aligning with Serco policies and procedures
- Liaised with Serco management and stakeholders at all levels to facilitate effective communication and collaboration
- Liaise with all levels of Serco management, internal and external stakeholders
- Monitors and ensures compliance with Serco policy and processes and facilitates education and awareness where appropriate
- Prepared risk assessments on persons in custody and events.
- Engaged in dialogue with individuals in custody to ensure their needs were addressed.
- Converse with persons in custody
- Comply with relevant legislative requirements
- Outlined specific responsibilities and tasks performed in role.
DETT Support Trainer, Defensive Equipment Technique Training
- Deliver relevant theory training via PowerPoint and discussions
- Conducted practical training in ISR matrix, baton use, chemical agents, restraints, tactical response, cell extraction to ensure readiness
- Provide scenario training
- Conduct assessments in relevant areas
- Served as Safety Officer during training sessions, ensuring compliance with safety protocols.
- Evaluated trainee suitability to inform training progression and ensure competency
- Act as Safety Officer
- Performed various duties to support training operations effectively.
Custody & Security Officer, Perth Supreme Court
Visits Support Officer, Acacia Prison
- Managed daily casework, prioritizing requests and maintaining accurate records.
- Processed correspondence and documentation in line with compliance requirements.
- Coordinated stakeholder communication to resolve routine issues promptly.
- Monitored workflow queues and escalated concerns when service standards were at risk.
- Updated internal systems with accurate data to support reporting and audit readiness.
- Applied procedures consistently to handle confidential information and maintain security.
- Assisted team operations by organizing schedules, files, and follow-up actions.
- Mentored junior staff members, helping them develop their skills and advance in their careers.
- Maintained strict adherence to industry regulations, minimizing risk exposure for the organization.
- Improved department efficiency by streamlining and implementing policies and processes.
Business Analyst Data Cleansing
- Investigate and analyse data integrity issues
- Conducted system audits to identify and document data errors
- Develop business impact statements for data corrections
- Develop business specifications for data corrections and monitoring requirements
- Developed recommendations to enhance data integrity across business processes
- Maintained comprehensive statistics and reports on data changes and corrections
- Liaise with internal and external stakeholders
- Assist external stakeholders with data integrity implementation/enhancements
- Outlined daily responsibilities
Acting User Acceptance Testing Manager
- Managed test resources, including staff, hardware, and software, to ensure effective testing processes
- Ensure testing deadlines are adhered to
- Liaise with TRELIS support team and various business managers
- Advised senior management on testing strategies to align with business objectives
- Provided statistical reports on testing progress to inform decision-making and improve future testing efforts
- Operate within Departmental regulations
- Outlined primary responsibilities in role.
TRELIS Business Analyst/Tester
- Investigated and analyzed business issues for new system developments to identify solutions
- Investigate and analyse business issues related to new system developments
- Assisted in defining issues for TRELIS change requests and enhancements to facilitate improvements
- Create and maintain test scripts
- Undertake user acceptance testing, including use of system interrogation software
- Undertake End to End, Load and Regression testing
- Identify, raise and manage defect change requests
- Manage testing of new legislative projects
- Managed testing processes for new legislative projects to ensure compliance and functionality
- Assist in the development of business impact statements
- Use database interrogation tools to find, create and modify data for testing
- Performed various duties
Skills
Creative strategy
Regulatory compliance
Strategic planning
Operations management
Team management
Compliance management
Talent acquisition
Team operations
Crisis response
Stakeholder engagement
Business growth
Workforce management
Business strategy
MS Office Suite
Adobe InDesign
Hyperion
TOAD
SQL Developer
Tableau – Desktop
Prep and Reader
Record keeping systems
Accomplishments
- Instrumental lead to successfully take on new regional courts in Busselton and Northam, including projection for a further 6 Satellite courts.
Formal Education
· Certificate IV in Correctional Practice (ongoing)
· Drugs of Abuse Testing Officer
· Certificate III Correctional Practice (2015)
· Six Sigma Yellow Belt (2007)
· Certificate III of Business – Frontline Management (2003)
· Certificate IV of Management (1998)
Training and Development
· Commercial Fundamentals
· Lift Learning Leaders (2024/25)
· Mental Health First Aid (2021)
· Verbal Judo (2019)
· Apply First Aid Certificate (2018)
· Assertive Communication for Women (2011)
· Microsoft Office – Test Manager (2003)
Certification
WA HR Class Driver Licence
Timeline
Operations Support Manager – Resourcing
Ventia
04.2023 - 10.2024Read More
Assistant Director – Metro (Previously Assistant Director – South)
Ventia
04.2023 - CurrentRead More
Move Coordinator
Department of Transport
11.2021 - 06.2022Read More
Business Manager
Department of Transport
09.2021 - 06.2022Read More
Business and Risk Intelligence Officer
Department of Transport
05.2019 - 09.2021Read More
Acting Team Leader
Department of Transport
01.2019 - 05.2019Read More
Virtual Assistant
Sally Brown
10.2017 - 08.2018Read More
Custody and Security Manager, Joondalup Court
Serco ASPAC, Western Australia
03.2016 - 03.2017Read More
Acting Counter Operations Supervisor
Department of Transport
2018 - 2019Read More
Customer Service Officer
Department of Transport
2018 - 2018Read More
DETT Support Trainer, Defensive Equipment Technique Training
Serco ASPAC
2013 - 2016Read More
Custody & Security Officer, Perth Supreme Court
Serco ASPAC
2012 - 2016Read More
Visits Support Officer, Acacia Prison
Serco ASPAC
2010 - 2012Read More
Business Analyst Data Cleansing
Department of Transport
2004 - 2008Read More
Acting User Acceptance Testing Manager
Department of Transport
2003 - 2003Read More
TRELIS Business Analyst/Tester
Department of Transport
2001 - 2004Read More