Belinda Mahon
Belmont,Australia
Summary
Results-driven professional with extensive expertise in change management and business improvement across the banking, energy, and local government sectors. Skilled in conducting change readiness assessments, facilitating stakeholder engagement, and delivering impactful training to enhance adoption. Proven ability to translate business needs into actionable strategies using CMBOK and Prosci methodologies, driving successful system implementations, and continuous operational improvements.
Overview
21
21
years of professional experience
1
1
Certification
Work History
Business Improvement Officer
Logan City Council
Logan Central, Brisbane
09.2025 - Current
- Drive improvements by analysing processes, systems, and performance.
- Support the Enterprise Portfolio Office in delivering projects that streamline operations, enhance service value, and improve efficiency, consistency, and accountability.
- Actively working on the Service Review Project for organisation-wide service catalogue, rebuilding budgets, and identifying improvement opportunities.
Business Improvement Specialist - Business Improvement
CS Energy
Fortitude Valley, Brisbane
05.2023 - 08.2025
- Implemented strategic process improvements in Asset Management and Plant Operations.
- Directed successful transition of Amplify-Now, integrating project management capabilities with Accenture collaboration in three months.
- Automated workflows in J5 Preventative Maintenance to enhance task visibility and operational efficiency.
- Facilitated cross-site integration through effective requirements gathering, testing, and change management.
- Trained over 200 users in person and developed an online training module for technology adoption.
- Introduced Miro organization-wide, enhancing collaborative efforts and digital communication.
Process Specialist - ERP Functional Services - Enterprise & Information Platform Services
Energy Queensland
Newstead, Brisbane
09.2018 - 05.2023
- Delivered solution for Enterprise Content Management project, enhancing data confidence and accessibility.
- Developed expertise in OpenText ECM and integrated it with SAP platforms, including SuccessFactors and S/4HANA.
- Led business process analysis, identifying change impacts and contributing to process design and documentation.
- Executed test cases, resolved system defects, and supported training development initiatives.
- Facilitated ECM rollout across departments, including Legal, HR, Finance, and Supply Chain.
- Directed strategy and migration planning for over 5 million records into ECM during Asset Works Management deployment.
- Contributed to future-state planning by modeling processes and documenting requirements.
- Supported change management initiatives to ensure smooth transitions during ECM implementation.
Process Specialist - Business Improvement Process & Reporting
Energex
Newstead, Brisbane
04.2014 - 09.2018
- Delivered expert advice on process analysis, design, implementation, and support to enhance integrated processes.
- Facilitated workshops to define 'As Is' and 'To Be' processes; authored requirement documents and conducted system testing.
- Coordinated eForm development using SharePoint, InfoPath, and Nintex to automate business processes efficiently.
- Developed high-impact forms and established a scalable Forms Automation framework post-project.
- Constructed EQL eForms Strategy post-implementation while gaining expertise in OpenText and SharePoint.
- Mentored eForm developers to expand process automation through strategic guidance and collaboration.
- Drove communication and change management efforts to ensure successful adoption of new processes across the organisation.
Project Manager - Field Support Group
Energex
Banyo, Brisbane
10.2013 - 04.2014
- Manage the Field Support Group relocations from Banyo to Geebung for Generator Services, Fleet Commissioning, Equipment Testing Services, and Plant Services.
- Resolved issues, facilitate discussions between Property and FSG to address budget and project deliverables.
- Communicate project progress to the FSG group, and managed change through leadership, with impacted staff.
- All moves were completed within timeframes, except for Plant Services, which required the installation of New/Waste Oil systems for the Plant Workshop. This addition, negotiated back in-scope, reduced manual handling of oil, minimised environmental hazards, and increased productivity.
- The relocations allowed the business to continue operations and maintain service levels.
- Key stakeholders, including managers, working group members, and impacted staff, provided positive feedback regarding support, responsiveness, communication, and change management.
Continuous Improvement Specialist - Business Support Services
Energex
Newstead, Brisbane
03.2012 - 10.2013
- Drove divisional business improvement initiatives, achieving operational efficiency and cost reduction.
- Designed and managed BSS Idea-to-Improvement Pathway, enabling 8.8 FTE retrenchments and over $300K in annual savings.
- Conducted process analysis and facilitated workshops, recovering over $900K in missed billing within two months.
- Co-managed billing and damage review programs, uncovering $832K and $70K in missed revenue through standardized controls.
- Eliminated manual tasks and expedited invoicing processes for enhanced productivity.
- Supported change management efforts, aligning improvements with strategic goals to enhance decision-making.
Project Officer - Business Support Services
Energex
Brisbane CBD
01.2010 - 03.2012
- Secured budgets for strategic projects, including Timesheet and Invoice automation initiatives.
- Conducted business analysis using Lean, Kaizen, and Value Mindset principles to guide project design.
- Defined functional requirements through collaboration with internal and external stakeholders.
- Designed and implemented BSS Idea-to-Improvement (I2I) Pathway to promote staff-driven improvement initiatives.
- Coordinated I2I framework by coaching teams, facilitating workshops, and managing stakeholder engagement.
- Embedded culture of continuous improvement, supporting strategic alignment across BSS.
Finance Administrator – Real Estate Finance
Suncorp
Brisbane CBD
09.2009 - 12.2009
- Streamlined accounts payable and receivable processes during transition from Investa, Downer, and Colliers.
- Facilitated integration of corporate real estate services across Suncorp's Australian portfolio.
- Managed transition processes to ensure seamless transfer to Jones Lang LaSalle.
- Coordinated with stakeholders to align financial operations with new corporate standards.
Process Improvement Specialist – Banking Operations
Suncorp
Brisbane CBD
03.2007 - 09.2009
- Reduced decisioning time from 48 to 24 hours through implementation of Operational Excellence principles for Champion Broker.
- Established operational control in Mortgage Lending Services, minimizing process variation and creating a replicable 'How to Guide'.
- Implemented AVAYA predictive dialer, reducing system risk and enhancing team mobility compared to outdated Genesys V6.5.
- Upgraded Iron Mountain Web Management System with Customer-Based Design, cutting downtime by 50% and boosting productivity.
- Facilitated MS Office 2007 upgrade, promoting team collaboration and increasing tool adoption, including SharePoint and Office Communicator.
- Executed Restack Projects for Suncorp, optimizing space utilization and co-locating strategic teams to achieve cost savings.
- Launched automated staff rewards program, boosting engagement and aligning efforts with Retail Bank vision.
Project Officer – Business Banking
Suncorp
Brisbane CBD
03.2006 - 03.2007
- Facilitated delivery of Collateral Management and Rating Systems Model initiatives for Basel II compliance.
- Secured APRA approval for Internal Ratings-Based credit risk management system.
- Implemented Collateral Management System to enhance risk practices and operational efficiency.
- Executed Rating Systems Model to validate credit risk models and capture unscored loan types.
Project Officer – General Insurance Commercial Customer Sales & Service Strategy and Planning
Suncorp
Brisbane CBD
06.2005 - 03.2006
- Supported implementation of Customer Satisfaction initiative, aligning metrics with survey insights and company standards to improve monthly scores.
- Contributed to rollout of Business Initiative Management Framework, enhancing governance and prioritisation of CCS&S activities through regular forums.
- Facilitated project management disciplines and standardised reporting tools to streamline CCS&S activities.
Project Officer – Wealth Management Strategy and Business Planning
Suncorp
Brisbane CBD
01.2005 - 06.2005
- Facilitated delivery of Customer Solutions project, conducting four PCM seminars for Premium Clients across Brisbane, Gold Coast, and Sunshine Coast to educate on wealth and tax strategies and drive networking opportunities.
- Contributed to Asset Line Utilisation campaign, targeting Retail Bank customers to promote investment diversification.
- Aligned CSI measures with key customer touchpoints in Wealth Management to enhance satisfaction tracking and performance reporting.
- Supported Business Planning activities for 2005/06, aiding strategic planning and initiative alignment.
Education
Master of Project Management -
Qut
Brisbane, Australia12.2013
Skills
Adaptability
Adoption strategies
Agile methodologies
Automation techniques
Benefits realisation management
Business analysis
Business improvement
Business readiness assessment
Change management
Communication skills
Continuous improvement practices
Data analysis
Digital transformation
Documentation standards
Impact assessment strategies
Influencing skills
Lean methodology and practice
Mentoring and coaching
Operational efficiency strategies
Process analysis and optimisation
Process governance frameworks
Problem-solving techniques
Project management and delivery
Process modeling
Relationship building skills
Requirements gathering and elicitation
Resilience in challenges
Risk and issue management
Scheduling expertise
Six Sigma principles
Stakeholder analysis and management
Training design and delivery
UI/UX design principles
User acceptance testing processes
Value stream mapping techniques
Workflow automation
Certification
- Certificate IV in Training and Assessment
- Change Management Practitioner
- ITIL (in-progress)
- Six Sigma Green Belt
- QLD Construction Induction White Card
Accomplishments
- Implemented a 24-hour decision turnaround, halving the previous 48-hour process using Operational Excellence.
- Delivered training to over 200 employees, achieving a 95% satisfaction rate and process adoption.
- Led the end-to-end delivery of EQL’s Forms Automation Project, streamlining paper-based processes, establishing governance, developing reusable tools, and driving enterprise-wide adoption through strategy, training, and post-project support.
- Implemented Amplify-Now, enhancing CS Energy's project management capabilities and strategic project portfolio visibility.
- Spearheaded the BSS Idea-to-Improvement Pathway, a Lean and Kaizen-based framework driving organization-wide efficiency and value creation.
- Implemented Miro across the organization, boosting collaborative efforts and digital communication.
- Automated 95% of preventative maintenance tasks, improving task visibility and reporting capabilities.
- Reduced manual handling and increased productivity by relocating Plant Services with new oil systems.
References
- Cheryl Trembath, 0407 658 107, cltrembath@hotmail.com
- Gavin Parton, 0417 799 341, Gavin.Parton@energyq.com.au
- Anubhav (Anu) Saxena, 0411 312 469, Anubhav.Saxena@energyq.com.au
Applications Methodologies & Systems
- Adobe
- Amplify-Now
- BPMN
- CMBOK
- Copilot
- ECM OpenText
- Elcom
- ERP
- HP Quality Centre
- HP TRIM
- InfoPath
- J5
- JIRA
- Miro
- MS Suite (Word, Excel, PowerPoint, Outlook, Teams, OneDrive, OneNote, Visio, Planner, Project, SharePoint and InfoPath)
- OpenText
- PMBOK
- Power BI
- PROSCI
- S4HANA
- SAP Signavio
- SAP Solution Manager
- ServiceNow
- Six Sigma
- SuccessFactors
- Survey Monley
- Zoom
Timeline
Business Improvement Officer
Logan City Council
09.2025 - Current
Business Improvement Specialist - Business Improvement
CS Energy
05.2023 - 08.2025
Process Specialist - ERP Functional Services - Enterprise & Information Platform Services
Energy Queensland
09.2018 - 05.2023
Process Specialist - Business Improvement Process & Reporting
Energex
04.2014 - 09.2018
Project Manager - Field Support Group
Energex
10.2013 - 04.2014
Continuous Improvement Specialist - Business Support Services
Energex
03.2012 - 10.2013
Project Officer - Business Support Services
Energex
01.2010 - 03.2012
Finance Administrator – Real Estate Finance
Suncorp
09.2009 - 12.2009
Process Improvement Specialist – Banking Operations
Suncorp
03.2007 - 09.2009
Project Officer – Business Banking
Suncorp
03.2006 - 03.2007
Project Officer – General Insurance Commercial Customer Sales & Service Strategy and Planning
Suncorp
06.2005 - 03.2006
Project Officer – Wealth Management Strategy and Business Planning
Suncorp
01.2005 - 06.2005
Master of Project Management -
Qut