Catherine Doe
Gold Coast,QLD
Summary
Strategic Executive Leader with expertise in corporate and shared services within regulated human services sectors. Led advancements in operational strategies and governance frameworks through centralization of business services and enterprise technology implementation. Committed to enhancing operational leadership and fostering collaboration to drive service improvements.
Overview
14
14
years of professional experience
Work History
Head of Services
Blue Marble Health Services
02.2026 - Current
- Provide executive leadership across SIL, Child Safety and Community programs.
- Collaborated with executive director to define strategic goals, driving organizational growth.
- Strengthened governance, quality, safeguarding, and operational performance, enhancing service delivery outcomes.
- Lead Case Management, Rostering and Business Support functions.
- Developed new referral pathways to enhance service access. and service offerings.
- Conducted an organisation-wide quality review to identify improvement areas. and improvement plan.
- Introduced KPI reporting for Service Delivery Managers.
Head of Business Services
Centacare Community Services
10.2023 - 01.2026
- Led Business Services for Disability, Aged Care, Mental Health, and Housing, enhancing service delivery across multiple sectors.
- Led customer service, payroll & people, billing, intake, compliance and WHS functions, ensuring integrated operations across departments.
- Directed five team leaders and 40 staff across nine locations, ensuring cohesive operations and effective team management.
- Managed payroll operations to ensure accurate employee payments. supporting 1,400+ employees.
- Centralised regional administration into one Business Services model, streamlining processes and enhancing service consistency across multiple sectors.
- Implemented Genesys Cloud replacing 12 regional phone systems.
- Designed KPI frameworks across five business teams.
- Built enterprise Power BI dashboards.
- Implemented Microsoft 365 automation to enhance operational efficiency and governance across business services.
Regional Business Manager
Centacare Community Services
06.2021 - 10.2023
- Led regional business operations, governance, and financial management to ensure alignment with strategic objectives.
- Administered $21M operational portfolio to ensure financial stability.
- Ensured compliance with NDIS, HSQF, and Aged Care standards, mitigating risk and enhancing service delivery.
- Supervised payroll, billing, and customer support operations to ensure compliance and operational integrity.
- Developed and implemented Regional Quality Strategy to enhance service quality.
- Led Lean Six Sigma workshops to identify process improvements and drive operational excellence.
- Led implementation of AlayaCare software to enhance operational efficiency.
- Designed Power BI dashboard for regional analysis, providing insights for strategic planning.
Business Excellence Project Manager
Centacare Community Services
07.2020 - 06.2021
- Executed strategic improvement projects using Lean Six Sigma, resulting in enhanced operational effectiveness.
- Implemented improvement initiatives across the organization.
- Designed processes and training programs, enabling successful implementation and knowledge transfer across teams.
- Facilitated COVID operational response efforts, improving safety protocols and compliance.
Quality Assurance Coordinator
Centacare Community Services
09.2012 - 07.2020
- Coordinated quality systems and audits to ensure compliance with industry standards, enhancing organizational integrity.
- Implemented continuous improvement initiatives and conducted training sessions to enhance team capabilities.
- Organized documentation and services for external audits, enabling effective evaluations and fostering transparent practices.
- Facilitated process redesign across the organization, driving improvements in operational performance.
Education
Advanced Diploma - Community Sector Management
CSI
Lean Six Sigma - Green Belt
Go Lean Six Sigma
Finance Management -
AIM
Change Management -
AIM
Diploma - Project Management
AIOL
Diploma - ISO Quality Management Systems & Internal Auditor
SAI Global
Mental Health First Aid
Mental Health Australia
Skills
- Business Transformation
- Governance and Risk
- Auditing and Accreditation
- Financial and Budget Oversight
- Executive Reporting
- Power BI Dashboard development
- Process Automation
- Workforce Leadership
- Corporate Services
Volunteer work
Miami Beach Surf Lifesaving Club - Youth Development Program
Timeline
Head of Services
Blue Marble Health Services
02.2026 - Current
Head of Business Services
Centacare Community Services
10.2023 - 01.2026
Regional Business Manager
Centacare Community Services
06.2021 - 10.2023
Business Excellence Project Manager
Centacare Community Services
07.2020 - 06.2021
Quality Assurance Coordinator
Centacare Community Services
09.2012 - 07.2020
Advanced Diploma - Community Sector Management
CSI
Lean Six Sigma - Green Belt
Go Lean Six Sigma
Finance Management -
AIM
Change Management -
AIM
Diploma - Project Management
AIOL
Diploma - ISO Quality Management Systems & Internal Auditor
SAI Global
Mental Health First Aid
Mental Health Australia
Value Proposition
- Led transformation of Business Services into a centralised shared service model across Queensland.
- Executive accountability for customer service, payroll governance, billing, intake, compliance, WHS and workforce support.
- Led enterprise implementation of Genesys Cloud replacing 12 regional phone systems.
- Designed executive Power BI dashboards and KPI frameworks to improve organisational performance.
- Introduced Microsoft 365 automation reducing manual effort and strengthening governance.
- Led payroll governance supporting more than 1,400 employees.
- Developed Regional Quality Framework uplifting standards
- Built and led multidisciplinary teams across nine locations.