Cayla Hill
Warriewood,Australia
Summary
Experienced operations and business support professional with a background spanning both corporate and large-scale operational environments. Over 10 years’ experience coordinating community, school and sport programs across fast-paced, multi-site operations on Sydney’s Northern Beaches. Skilled in operational coordination, stakeholder communication, compliance administration, systems improvement and customer service, with experience supporting high-volume daily operations and complex operational workflows across multiple teams and locations.
Overview
27
27
years of professional experience
Work History
Operations and Business Support Coordinator
Manly Surf School / The Surfers Gym / Surfers Compass
03.2015 - Current
- Serve as a central operational coordination point across four locations, acting as a primary contact for schools, corporate groups, tour operators and customers while ensuring operational teams are informed, prepared and supported for upcoming programs and day-to-day service delivery.
- Manage customer enquiries, special requests, operational changes and customer complaints while maintaining smooth day-to-day service delivery.
- Refined booking and customer communication processes by centralising bookings, invoicing, payments, waivers and operational information to improve customer experience and reduce missed information.
- Currently assisting with the implementation of a new booking platform and developing Microsoft 365 workflows, including automated school communication flows, compliance reminders and staff qualification tracking systems.
- Maintain accurate operational records across booking systems, including customer information, booking notes, scheduling updates and program requirements across multiple locations.
- Coordinate staff qualification and compliance processes, including training days, certification tracking and digital reminder systems to support workforce readiness across multiple locations.
- Coordinate and maintain digital compliance documentation, including school waiver records, staff qualifications, risk assessments, insurance records, policies and operational procedures using Microsoft 365 and OneDrive systems.
- Manage operational compliance documentation including risk assessments, insurance records, incident reporting and supporting paperwork relating to customer incidents and claims.
- Support the day-to-day operations of one of Australia’s largest surf school businesses, coordinating concurrent school, community and sport programs across four Northern Beaches locations and supporting a workforce of 60+ staff.
- Coordinate operations for up to 50 school groups per week, with daily participation regularly exceeding 1,000 participants across multiple locations.
- Improved seasonal staff onboarding processes by moving previously paper-based forms to digital onboarding workflows for payroll details, qualifications and operational documentation.
- Liaise regularly with Surfing NSW, Northern Beaches Council Open Spaces teams and external stakeholders regarding operational procedures, approvals, venue bookings and licence requirements for large-scale program delivery.
- Played a key role in coordinating operational manuals, policies and procedures, while supporting successful tender and proposal submissions for URBNSURF Melbourne, URBNSURF Sydney, Surfing NSW and Northern Beaches Council licence processes.
- Support inclusive and community-focused programs in collaboration with schools, councils and community organisations, including Bush to Beach Aboriginal youth programs, Ocean Heroes, Waves of Wellness, Sydney Swans Indigenous youth initiatives and Silver Surfers programs.
- Maintain customer-facing business information across websites, Google Business platforms and printed operational materials using Canva and Microsoft 365 systems.
Executive Assistant - Infrastructure Team
AMP Capital
Melbourne & Sydney
01.2004 - 01.2008
- Provided executive and operational support within a corporate infrastructure investment environment.
- Assisted with the coordination and preparation of pitch presentations, investment documentation and stakeholder materials relating to multi-million-dollar infrastructure transactions and investment opportunities.
- Supported senior executives through scheduling, reporting, presentation preparation, stakeholder communication and administrative coordination across fast-paced corporate teams.
- Assisted with document management, operational administration and presentation formatting for internal and external business communications.
Personal Assistant
Barclays Bank Corporate
London
01.2000 - 01.2004
- Provided personal assistant and administrative support within a corporate banking environment.
- Managed diary coordination, travel arrangements and day-to-day executive administration within a fast-paced professional setting.
- Assisted with corporate credit card reconciliations, documentation management and operational administrative support.
- Supported the preparation and maintenance of policies, procedures and operational manuals.
Accounts Assistant and Team Coordinator
HMV Records
London
01.1999 - 01.2000
- Accounts Assistant and Team Coordinator
Education
Year 12 -
Durban Girls High School
Durban, South Africa01-1998
Basic Bananas Marketing
Narrabeen, NSWBusiness Entreupeneurship
Cert IV
TafeSkills
- Operational Coordination & Administration
- Customer Service & Stakeholder Communication
- Staff Onboarding
- Compliance & Qualification Tracking
- Microsoft 365, Microsoft Lists & Power Automate
- Booking Systems & Operational Workflows
- Process Improvement & Digital Admin
- Documentation, Policies & Procedures
- Proposal, Tender & Licence Support
- Website & Customer Information Management
- Mailchimp & Customer Communication Systems
- Operational Reporting & Record Management
- Proposal, Tender & Licence Support
Timeline
Operations and Business Support Coordinator
Manly Surf School / The Surfers Gym / Surfers Compass
03.2015 - Current
Executive Assistant - Infrastructure Team
AMP Capital
01.2004 - 01.2008
Personal Assistant
Barclays Bank Corporate
01.2000 - 01.2004
Accounts Assistant and Team Coordinator
HMV Records
01.1999 - 01.2000
Year 12 -
Durban Girls High School
Basic Bananas Marketing
Business Entreupeneurship
Cert IV