Catherine Doe

• Provide executive leadership of the Business Services function, comprising of 40 Business Support Officers and 4 Team Leaders.
• Lead a remotely centralised, multidisciplinary team spanning nine offices from Harvey Bay to the Gold Coast, ensuring consistent delivery of high-quality business services across a geographically dispersed workforce.
• Oversee operations utilising AlayaCare client management system, the Genesys Cloud telephony platform, and automation/Power Apps solutions to streamline workflows and increase efficiency.
• Drive the establishment and optimisation of centralised Business Services processes, achieving economies of scale and embedding customer-focused continuous improvement through Lean Six Sigma concepts.
• Oversee functional areas including Customer Service/Business Support, Payroll & People, Invoice & Billing, and Client Intake, ensuring operational excellence and contractual compliance.
• Lead data-driven transformation initiatives, including the design and delivery of KPI frameworks, Power BI dashboards, and reporting tools that enhance accountability, workforce insights, and decision-making.
• Build a psychologically safe and high-performing culture, providing coaching and development to Team Leaders and Business Support Officers while embedding transformational leadership practices.

Key Achievements:

• Partnered with senior leadership to design and deliver a major organisational restructure, transforming regional teams into a centralised, multidisciplinary Business Services function spanning nine offices from Harvey Bay to the Gold Coast.
• Developed and implemented a comprehensive KPI suite across Business Support functions, improving performance measurement, role clarity, and reporting insights.
• Designed and deployed Power BI reporting dashboards covering payroll, financial performance, compliance, and workforce data — enhancing executive decision-making and transparency.
• Implemented automation and workflow improvements using Microsoft 365, Power Automate, Power Apps, and Adobe Sign, applying Lean Six Sigma principles to reduce manual processes, increase efficiency, and embed continuous improvement.
• Successfully rolled out the Genesys Cloud telephony system, consolidating multiple regional phone lines into a unified customer contact centre and standardising service delivery.

• Managed the Regional Business Support team, overseeing customer service, compliance, finance, payroll, and client onboarding operations.
• Provided leadership of quality assurance and compliance initiatives across Human Services Quality Framework (HSQF), NDIS Safeguards, and Aged Care Quality Standards.
• Prepared evidence for self-assessments and quality action plans, and participated in external audits and recertification processes.
• Conducted industry relevant reviews, corrective action reviews, and program viability assessments.
• Monitored and analysed a $21M financial portfolio across NDIS, VHC, QCSS, CHSP, and HCP funding.
• Developed Business Case proposals, forecasts, and impact statements to support revenue and reduce expenditure.

Key Achievements:

• Developed and implemented the Regional Quality Strategy, improving compliance and service outcomes in Supported Independent Living.
• Contributed as a pilot site lead in the transition from the previous CMS to AlayaCare, supporting reporting suite development and troubleshooting during implementation.
• Developed a Regional Power BI Dashboard to analyse budget, expenditure, payroll and overtime expenses, and fee information.
• Delivered strong compliance results in HSQF, NDIS, and Aged Care audits.

• Provided prompt interpretation, coordination, and communication of rapidly changing service delivery and health requirements to operations teams across Aged Care and Disability services during the COVID-19 pandemic.
• Confirmed organisational implementation of health restrictions and lockdowns, including PPE acquisition and distribution, and developed staff/client communication and training resources.
• Delivered several FLIP (Facilitated Lean Six Sigma Improvement) Projects, including improvements to the Support Worker recruitment journey, client onboarding processes, and the implementation of electronic signature solutions — supporting workshops, business case deliverables, and implementation resources.
• Assisted quality champions in achieving their Yellow Belt Lean Six Sigma qualifications.

• Progressed through senior administrative roles in Quality Assurance, Payroll, and Client Records Management.
• Delivered internal audits, staff compliance monitoring, payroll processing for up to 280 staff, and improvements to client record systems.
• Supported organisational change initiatives through process reviews, audit preparation, and compliance oversight.