Summary
Overview
Work History
Education
Skills
Key Career Achievements
Timeline
Generic

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
Australia
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
Australia
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
United States
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
United States
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
Australia
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
Australia
11.2012 - 12.2013
  • Transformed the team operating model and reduced headcount while improving service, resulting in 20% increase in efficiency.

Implementation Manager

Mercer
Australia
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
Australia
01.2007 - 04.2008

Trustee Services Officer

Mercer
Australia
10.2005 - 01.2007

Senior Defined Benefit Administrator

Mercer
Australia
06.2004 - 09.2005

Career Break

01.2002 - 01.2004
  • Independent Travel

Senior Defined Benefit Administrator

NSP Buck
Australia
05.2001 - 06.2002

Defined Benefit Administrator

Mercer
Australia
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
Carlie Michael