Carlie Michael
St Leonards,AUSTRALIA
Summary
A confident, versatile, and highly motivated Operations Specialist with proven experience in Strategic Initiative Leader positions in both Australia and the US. Bringing a deep knowledge of the Operations and Technology business as well as established relationships with key stakeholders globally.
Demonstrates exemplary management and communication abilities and a proven record of meeting KPIs, developing relationships with key partners and optimizing performance to deliver on strategic priorities.
Overview
26
26
years of professional experience
Work History
Transformation/Commercial Execution Leader
Mercer
07.2022 - Current
- Management of strategic business reviews
- Own the overarching Continuous Improvement agenda for the Pacific
- Management of GSD execution, including existing relationships and identification of new opportunities across Pacific region
- Management of financial outcomes for Pacific Super Services business
- Support business leaders to develop and deliver profitability improvement plans
- Management of the budget and forecast process.
- Engaged functional areas across the business to uncover future optimisation opportunities.
Strategic Initiatives Leader
Mercer
02.2022 - 07.2022
- Drive the day-to-day operational initiatives on behalf of the Pacific COO and team – owning them from ideation to successful execution
- Act as “Air Traffic Control” for the division, ensuring strategic objectives are well communicated, coordinated and complementary in scope and time
- Act as an integrator and communicator, ensuring connectivity and collaboration across the Leadership Team and the broader organization
- Serve as an advisor to the Leadership Team by ensuring key priorities remain on track and by creating and managing the Division’s agenda and indicative metrics / dashboards
- Assist COO to continuously review Org Design and develop and execute change plans.
Strategic Initiatives Leader
Mercer
05.2016 - 01.2022
- Drive the day-to-day operational initiatives on behalf of the US & Canada COO and team – owning them from ideation to successful execution
- Serve as an advisor to the Leadership Team by ensuring key priorities remain on track and by creating and managing the Division’s agenda and indicative metrics / dashboards
- Assist COO to continuously review Org Design and develop and execute change plans.
MercerPulse Business Champion
Mercer
05.2016 - 06.2017
- Implementation of MercerPulse Workforce Management across US Operational Teams
- Development of a foundational MercerPulse program to be implemented across teams with low team numbers, or dispersed across multiple sites
- Delivery of an ongoing support model to the business ensuring that the benefits of MercerPulse continue to be realized following the implementation phase.
Quality and Continuous Improvement Leader
Mercer
01.2013 - 04.2016
- Successfully established and maintained the Continuous Improvement team within the Operations business which delivered operational efficiency, risk reduction and significantly increased customer satisfaction
- Development of an optimal operating model for new defined contribution business in the Pacific Market designed to reduce operating costs by 15%
- Implementation of a Lean Six Sigma development program, leveraging global Mercer capability to deliver training.
Income Stream Services Manager
Mercer
11.2012 - 12.2013
- Transformed the team operating model and reduced headcount while improving service, resulting in 20% increase in efficiency.
Implementation Manager
Mercer
04.2008 - 10.2012
- Successfully elevated the requirement for the utilization of process specialists as an integral part of new business implementation and successfully recruited, trained, and developed personnel.
Trustee Services Officer
Citistreet
01.2007 - 04.2008
Trustee Services Officer
Mercer
10.2005 - 01.2007
Senior Defined Benefit Administrator
Mercer
06.2004 - 09.2005
Career Break
01.2002 - 01.2004
- Independent Travel
Senior Defined Benefit Administrator
NSP Buck
05.2001 - 06.2002
Defined Benefit Administrator
Mercer
05.1998 - 05.2001
Education
Bachelor of Business - Economics and Finance
RMIT University
01.2013
University of NSW / Australian Graduate School of Management
01.2013
Association of Superannuation Funds of Australia
01.2012
Association of Superannuation Funds of Australia
01.2012
Skills
- Analytical Thinking
- Problem-Solving
- Strategic Planning
- Change Management
- Commercial Acumen
- Transformation
Key Career Achievements
- Delivered improvement of US$10m in financial outcomes for Pacific Super Services Business in 2022 and on track to achieve another US$4m improvement in 2023
- Establishing a robust commercial management process across the Pacific Super Services business to carefully manage risks and opportunities and deliver budgeted financial position
- Implementation of Workforce Management software & methodology across US Operations, delivering 10% reduction in operating costs for participating teams
Timeline
Transformation/Commercial Execution Leader
Mercer
07.2022 - Current
Strategic Initiatives Leader
Mercer
02.2022 - 07.2022
Strategic Initiatives Leader
Mercer
05.2016 - 01.2022
MercerPulse Business Champion
Mercer
05.2016 - 06.2017
Quality and Continuous Improvement Leader
Mercer
01.2013 - 04.2016
Income Stream Services Manager
Mercer
11.2012 - 12.2013
Implementation Manager
Mercer
04.2008 - 10.2012
Trustee Services Officer
Citistreet
01.2007 - 04.2008
Trustee Services Officer
Mercer
10.2005 - 01.2007
Senior Defined Benefit Administrator
Mercer
06.2004 - 09.2005
Career Break
01.2002 - 01.2004
Senior Defined Benefit Administrator
NSP Buck
05.2001 - 06.2002
Defined Benefit Administrator
Mercer
05.1998 - 05.2001
Bachelor of Business - Economics and Finance
RMIT University
University of NSW / Australian Graduate School of Management
Association of Superannuation Funds of Australia
Association of Superannuation Funds of Australia
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