Catherine Baines
Operations And Business Manager
Cockatoo,VIC
Summary
A result driven professional with experience leading high performing teams across the outdoor education industry. A track record of delivering increased revenue growth, business improvements, leading acquisitions and leveraging excellent relationship building capabilities and negotiating skills to deliver value add. Comfortable working with competing demands and changing priorities, successfully translating business objectives and senior leadership direction into tangible results. A seasoned Operations Manager and talented leader with 12 years of Management experience applying exceptional planning and problem-solving abilities toward enhancing business plans and day-to-day activities. Results-driven and resilient in developing teams while improving processes and increasing productivity. Bringing solid understanding of industry trends, excellent communication skills, talent for spotting areas in need of improvement and implementing changes with strategic approach. Currently seeking management opportunities in operations or account management to contribute to a challenging business environment.
Overview
12
12
years of professional experience
Work History
Director of Operations
Hall’s Outdoor Education
10.2023 - Current
- Director of Operations leading provider of outdoor education programmes and expeditions, reporting directly to the CEO, responsible for the overall planning and delivery of all education services.
- Promoted into a second in command (deputy CEO) and executive team member overseeing all business operations following exceptional performance as the Course Coordinator and human resources lead.
- Reviewing and analysing all current client quotes and contracts and ensuring all services and products are delivered to the highest standards.
- Responsible for overall facilitation of all aspects of outdoor programs and expeditions.
- Ongoing partnership with the CEO to develop a business strategy and long-term development plans
- Direct line manager and mentor to ten school managers, 4 department managers, 5 permanent contract staff, 9 trainees and 80 temporary contract staff as well as running ongoing recruitment, staff scheduling, training, professional development and performance management.
- Responsible for overseeing all program and expedition planning including transport, accommodation, equipment and inventory.
- Ensured operating procedures adhere to internal and external compliance requirements including government and education standards
- Achieved team goals through formalized training plans, coaching, and performance management.
- Achieved sales goals and service targets by cultivating and securing new customer relationships.
- Analysed and reported on key performance metrics to senior management.
Early Careers Account Manager
The Outward Bound Trust
12.2022 - 07.2023
- Worked for a leading charity partnering with schools, employers and youth trusts creating courses and expeditions to support development and growth beyond the classroom.
- Partnered with the business development managers to secure new and repeat business including corporate partners, donors and fundraiser sponsors successfully meeting quarterly and annual targets of £16mn.
- Developed an understanding of client strategy and conducted learning needs analysis, translating key findings into solutions and compelling sales proposals to meet client objectives.
- Led online presentations and pre-course briefings ensuring participants were engaged and received the required information to enable seamless operations.
- Collaborated cross-departmentally proactively identifying barriers to delivery and opportunities for improvement.
Events Team Member
The Fun Experts
04.2022 - 11.2022
- Designed and delivered bespoke corporate and community events, supporting operations to deliver engaging events whilst creating a safe environment for clients and staff, in line with company requirements
- Established strong client rapports, identifying event requirements and timelines to ensure seamless coordination and execution of tailored solutions that consistently exceeded client expectations.
- Provided exceptional customer service to all guests and escalated concerns where needed.
Coastlife Manager (Business Manager)
Coastlife Adventures – Bindaree Acquisition
01.2019 - 11.2021
- Led the acquisition of Coastlife Adventures for Bindaree Outdoor Education Services, relocating to New South Wales at the request of Managing Director and CEO to support the transition.
- Reviewed and redefined structures and operating practices, reducing cost, enhancing service delivery, successfully retaining 100% of clients and diversifying revenue streams to deliver 17% revenue growth over 3 years.
- Managed all client quotes, contracts and ongoing business partnerships, including regular face to face meetings and continuous communication from contract agreement to conclusion.
- Established a high performing team of 30 FTE, consistently exceeded KPIs, delivering sustained revenue growth and held a position in the executive management team.
- Partnered with the finance manager to deliver an improved cost position, conducting detailed analysis of budgets, discrepancies and areas for improvement.
- Led commercial management, developing supplier contracts, SLAs and operating agreements whilst supporting the transition of new suppliers into new business ownership.
- Drove continuous improvement through engagement with operations and program managers throughout the client lifecycle, ensuring effective management from pre-program planning to post-program evaluation. Actively reviewed and addressed issues, discussed improvements, developed detailed reports for client debriefs and future program enhancements.
- Led people management, establishing procedures, performance management approaches and conducted reviews and where required, disciplinary action.
- Implemented process improvement to shape organizational culture, optimize procedures for higher efficiency and help company evolve and grow.
- Devised processes to boost long-term business success and increase profit levels.
- Developed systems and procedures to improve operational quality and team efficiency.
Operations Manager
Bindaree Outdoor Education Services
09.2016 - 01.2019
- Promoted to lead day-to-day operations for outdoor education programmes across the state of Victoria following exceptional performance.
- Managed licenses and accreditations for operating commercial tourism on public land, developing and nurturing working partnerships with traditional owners.
- Managed third-party providers including annual contract reviews, negotiations and the establishment of criteria and standards assessing provider suitability and performance.
- Oversaw delivery of programme bookings from accommodation and activities through to transport, coordinating cross-functionally to ensure logistics and plans were developed and barriers proactively identified.
- Led the training of staff on key operational practices, supporting development and progression by mentoring Programme Managers on effective planning and implementation.
- Drove continuous improvement identifying operational inefficiencies, providing recommendations and implementing improved ways of working to deliver greater value for clients and the organisation.
- Built and strengthened long-lasting client relationships based on accurate price quotes and customer-centric terms.
- Addressed problems with accounting, billing, and service delivery to maintain and enhance client satisfaction.
- Increased profit by streamlining operations.
- Recruited, hired, and trained initial personnel, working to establish key internal functions and outline scope of positions for new organization.
Risk Manager
Bindaree Outdoor Education Services
04.2015 - 09.2016
- Established and chaired an inter-company Risk Management Committee in collaboration with 16 outdoor education providers across Victorian and New South Wales to set out industry-wide best practices for effective risk management.
- Responsible for the company’s risk register, leading investigation processes, ensuring a swift and thorough response to all field and company-wide incidents.
- Conducted research on industry standards, best practices, and incident findings, incorporating relevant insights into risk management strategies and staff training.
Staffing and Professional Development Manager
Bindaree Outdoor Education Services
07.2013 - 04.2015
- Managed 120+ casual employees, leading onboarding, training, scheduling and ongoing performance management identifying skill and resource gaps to ensure effective delivery of educational programmes.
- Managed end-to-end recruitment to attract high quality candidates, developing job descriptions, postings and sourcing candidates through colleges, universities and industry conferences.
- Engaged in product training, demonstrations, consumer awareness, branding, and acquisition initiatives to raise awareness and revenues.
Programme Manager
Bindaree Outdoor Education Services
09.2012 - 07.2013
- Oversaw programmes delivering outdoor education to secondary students, engaged with clients to identify requirements, and developed tailored solutions.
- Designed and developed programme information and supporting documentation to all staff and clients including logistical plans, regional content and programme objectives.
- Delivered sales presentations and pitches to clients, upper management and junior sales associates for demonstration.
- Educated clients on new products or services to increase customer engagement with brand.
- Evaluated client needs and developed tailored solutions to increase positive customer ratings.
Education
Diploma of Higher Education - Psychology And Sports Studies
University of Stirling
04.2001 -
Skills
Microsoft (Word, Excel, Outlook, Powerpoint)undefined
Timeline
Director of Operations
Hall’s Outdoor Education
10.2023 - Current
Early Careers Account Manager
The Outward Bound Trust
12.2022 - 07.2023
Events Team Member
The Fun Experts
04.2022 - 11.2022
Coastlife Manager (Business Manager)
Coastlife Adventures – Bindaree Acquisition
01.2019 - 11.2021
Operations Manager
Bindaree Outdoor Education Services
09.2016 - 01.2019
Risk Manager
Bindaree Outdoor Education Services
04.2015 - 09.2016
Staffing and Professional Development Manager
Bindaree Outdoor Education Services
07.2013 - 04.2015
Programme Manager
Bindaree Outdoor Education Services
09.2012 - 07.2013
Diploma of Higher Education - Psychology And Sports Studies
University of Stirling
04.2001 -
Qualifications Education
- Psychology And Sports Studies Diploma of Higher Education, The University of Stirling, 2007
- A-levels, Cardinal Newman College, 2005
- GCSEs X 10 A-C, All Hallows Roman Catholic School, 2003
Qualifications Education
- Psychology And Sports Studies Diploma of Higher Education, The University of Stirling, 2007
- A-levels, Cardinal Newman College, 2005
- GCSEs X 10 A-C, All Hallows Roman Catholic School, 2003
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