BENJAMIN DAKIS
People Leader
Brisbane,QLD
Summary
- An experienced and driven people leader who strives on delivering outstanding results. Known for big picture thinking, contributing to and cultivating new ideas that reflect a good understanding of business strategy and helping others make connections across the business. High level of professionalism and inclusive approach to work, adept to thinking things through calmly, and seeks to understand others opinions before making decisions.
Overview
5
5
Certifications
1
1
year of post-secondary education
13
13
years of professional experience
Work History
Employee Health and Wellbeing Specialist
Workplace Health and Safety
07.2019 - Current
- Manage and coordinate the development of services that are part of the Wellness program.
- This includes the refining of existing wellness services so they can be rolled out to our people.
- Development and management of content and collateral to support the program.
- This includes marketing support and development.
- Completing reviews and evaluations of services delivered to help enhance future service delivery.
- Development and management of feedback and reporting for new or refined service offerings.
- Management of the employee discounts and offers.
- This includes management of the existing offers as well as expanding the offers available.
- Lead, support and co-ordinate multi-disciplinary and cross-functional project teams to effectively identify, design, build and deploy appropriate solutions to deliver desired business outcomes (e.g.Mental Wellbeing month).
- Input into the development and delivery of the communications plan.
- Assist with the ongoing program governance and management.
- This includes project support, meeting management, input into strategy and reporting.
TEAM LEADER
12.2013 - 07.2019
- CUSTOMER SERVICE CONTACT CENTRE) BUPA, Brisbane CBD.
- Manage a team of up to 15 Direct reports.
- Provide advice and direction, management of day to day operations, including managing performance issues and escalations as required.
- Develop and maintain co-operative and productive working relationships with key stakeholders to ensure optimal delivery of services.
- Project lead on Consultant Health and Wellbeing, achieving a Silver Recognition from Queensland Health for “Healthier, Happier Workplaces”.
- Created and executed Proactive Health Discussions with consultants to combat Contact Centre absenteeism challenges.
- Manage team with a diverse range of complex matters and sensitive client/customer focused frontline environment by demonstrating resilience.
- Develop processes and plans to enhance team efficiency, acting as a change agent leading staff through change and determining solutions to problems as they arise.
- Analyse results, performance and determine strategies to improve sales, retention and/or service capability and performance.
- Through coaching, ensuring compliance with all relevant legislation and BUPA Australia policies.
- Foster effective relationships with other business units to ensure success of business initiatives.
- Frequent ‘Step Up’ opportunities for Contact Centre Manager when on Leave.
- Working closely with Health and Wellbeing team to create and develop initiatives to increase staff productivity and engagement.
- Involved with Recruitment to ensure we identify appropriate candidates to employ, focusing on ability, resilience and culture fit.
Employee Health and Wellbeing Specialist
BUPA
08.2018 - 12.2018
- Manage and coordinate the development of services that are part of the Wellness program.
- This includes the refining of existing wellness services so they can be rolled out to our people.
- Development and management of content and collateral to support the program.
- This includes marketing support and development.
- Completing reviews and evaluations of services delivered to help enhance future service delivery.
- Development and management of feedback and reporting for new or refined service offerings.
- Management of the employee discounts and offers.
- This includes management of the existing offers as well as expanding the offers available.
- Lead, support and co-ordinate multi-disciplinary and cross-functional project teams to effectively identify, design, build and deploy appropriate solutions to deliver desired business outcomes (e.g.Mental Wellbeing month).
- Input into the development and delivery of the communications plan.
- Assist with the ongoing program governance and management.
- This includes project support, meeting management, input into strategy and reporting.
CENTRE MANAGER
07.2011 - 12.2013
- BUPA, North Lakes & Morayfield.
- Leading the Retail Centre team in line with the Bupa Australia values and performance management process ensuring people engagement, retention and ongoing development.
- Developed & implemented sales plans and effectively evaluated sales activities to ensure the team’s sales targets for Bupa are met or exceeded.
- Sales targets have been consistently achieved (previously had not been met) by implementing successful strategies to increase local footprint by building awareness within the community, visiting corporate clients and closing walk in opportunities.
- Creating a sales and service culture that develops and grows the team’s sales and service skills through leadership, coaching, mentoring and role modelling appropriate behaviours.
- Making customer needs a primary focus, taking overall responsibility for customer satisfaction.
- Ensure the team meets its quality targets and that information given to customers is accurate and timely.
- Maintaining strong relationships with the Mobile Sales team and Corporate Sales team to ensure optimisation of lead generation and conversion and leverage opportunities for the corporate market.
2IC & SENIOR SALES AND SERVICE CONSULTANT
08.2008 - 07.2011
- Day to day management of Retail Staff.
- Leading the Retail Centre team in line with the Bupa Australia values and performance management process ensuring people engagement, retention and ongoing development.
- Processing claims, ensuring benefits are paid according to Bupa’s guidelines.
- Identifying discrepancies in behaviours from providers, members or Bupa Consultants.
- Developed & implemented sales plans and effectively evaluated sales activities to ensure the team’s sales targets for Bupa are met or exceeded.
- Sales targets have been consistently achieved (previously had not been met) by implementing staff motivational strategies.
- Creating a sales and service culture that develops and grows the team’s sales and service skills through leadership, coaching, mentoring and role modelling appropriate behaviours.
Education
High School Certificate -
John Paul College
Daisy Hill 01.2002 - 12.2002
Skills
Ability to inspire and lead a group of motivated direct reports to exceed KPI’s through high engagement and accountabilityundefined
Certification
Assist with claims management, rehabilitation and return-to-work programs - Statement of Attainment BSBWHS407
Timeline
Assist with claims management, rehabilitation and return-to-work programs - Statement of Attainment BSBWHS407
05-2020
Performance Energy Trainer - Bupa's Global Resilience Program
05-2020
Bupa Health and Safety Global Award Winner - “Creating a culture that protects the health and safety of our people”.
03-2020
Employee Health and Wellbeing Specialist
Workplace Health and Safety
07.2019 - Current
Mental Health First Aid certified - Mental Health First Aid (MHFA) teaches participants how to assist people who are developing a mental health problem, experiencing a worsening of an existing mental health problem or in a mental health crisis, until appropriate professional help is received or the crisis resolves. Courses are delivered by an Accredited Mental Health First Aid Instructor.
10-2018
Employee Health and Wellbeing Specialist
BUPA
08.2018 - 12.2018
TEAM LEADER
12.2013 - 07.2019
CENTRE MANAGER
07.2011 - 12.2013
Cert IV Frontline Management
06-2011
2IC & SENIOR SALES AND SERVICE CONSULTANT
08.2008 - 07.2011
High School Certificate -
John Paul College
01.2002 - 12.2002
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