Clive Leahy
Waitara,New South Wales
Summary
Dedicated and results-oriented Change Manager with 10 years’ experience driving successful organisational transformation. Skilled and experienced in change management methodologies, project management and leadership, analysing business processes, identifying continuous improvement opportunities, and developing and executing effective change strategies and plans to embed change adoption.
Overview
17
17
years of professional experience
Work History
Change Manager
Commonwealth Bank
11.2023 - Current
- Permanent role within Retail Technology - Home Buying.
- Supporting multiple squads across Home Buying crews within a Pace/ Agile model.
- Implemented change strategies by identifying areas for improvement and developing comprehensive plans.
- Streamlined processes for enhanced efficiency, working closely with cross-functional teams to identify gaps and redundancies.
- Increased stakeholder satisfaction by effectively communicating changes, ensuring minimal disruption to daily operations.
- Reduced resistance to change by employing empathetic communication and understanding the concerns of employees affected.
- Developed training materials and resources for smooth transitions during organizational changes.
- Managed risks associated with change initiatives, implementing mitigation strategies as needed.
- Evaluated the effectiveness of implemented changes, making adjustments as necessary to achieve desired outcomes.
- Led teams through complex transformations, providing guidance and support throughout the process.
Change Manager
Commonwealth Bank Australia
02.2022 - 11.2023
- Fixed term position (extended) within Group Procurement and Group Supplier Risk
- Oversaw change management efforts to support implementation of critical initiatives driving technology, process and culture changes.
- Built support for change throughout business units through direct outreach strategies.
- Led change management efforts across two major programs, ensuring successful implementation and embedding, and minimising resistance to change.
- Developed and executed change management plans, including communication strategies, stakeholder analysis, and training programs.
- Collaborated with cross-functional teams to identify business process improvements, driving operational efficiency and enhancing employee performance.
- Conducted change impact assessments to assess the effects of changes on various business units and ensure effective risk management.
- Provided coaching and support to project teams and stakeholders to foster a culture of change readiness and adaptability.
- Facilitated workshops and training sessions to promote understanding and acceptance of new processes and technologies.
- Provided change leadership to senior stakeholders.
- Determined change metrics to measure and validate change adoption success.
- Early adoption of PACE methodology and artefacts
- Implemented change strategies by identifying areas for improvement and developing comprehensive plans.
- Streamlined processes for enhanced efficiency, working closely with cross-functional teams to identify gaps and redundancies.
Change & Implementation Manager
Flight Centre Travel Group
07.2014 - 06.2021
- Delivered over 30 change pieces varying in scope and complexity to 3,000 frontline and support staff
- Oversaw change management efforts to support implementation of critical initiatives driving technology, process and culture changes.
- Identified impacted parties, business partners and resources required for planned changes.
- Built support for change throughout business unit through direct outreach strategies.
- Oversaw supply chain and supported tech transfer projects, batch release testing, change management and resolution of customer complaints.
- Delivered training for staff development, change management and materials, process and technical controls.
- Detected workforce collaboration use cases and problems from employees and business partners through interviews, focus groups and surveys.
- Managed internal and external client-facing relationships through transitional periods.
- Designed processes and systems supporting business needs before, during and after transitions.
- Partnered with business teams to understand needs and mitigate potential problems.
- Coordinated all companies, business executives and site leadership teams by interacting effectively and establishing communication best practices.
- Cultivated positive rapport with fellow employees to boost company morale and promote employee retention.
- Directed training and retraining of employees to boost performance and enhance business results.
- Implemented numerous and diverse process improvement initiatives within front line sales teams resulting in increased efficiency and sales.
Team Leader
Flight Centre Travel Group
06.2012 - 06.2014
- Delivered $150k turnaround ($110k profit) in 1 financial year as Team Leader.
- Built strong relationships with customers through positive attitude and attentive response.
- Mentored and guided employees to foster proper completion of assigned duties.
- Developed team and embraced change to adapt within dynamic market.
- Assisted team with business development and customer service.
- Facilitated training for associates through daily coaching and regular performance appraisals.
- Coached team members in customer service techniques, providing feedback and encouragement toward reaching sales goals.
Assistant Team Leader
Flight Centre Travel Group
12.2011 - 06.2012
- Assisted Team Leader in driving $120k profit for business in 1 financial year.
- Created staff schedules, approved requested time off, and updated reports.
- Worked with customer service to handle escalated customer issues.
- Managed team workload to reach targets for specific tasks.
- Delegated daily tasks, addressed employee questions, and resolved scheduling issues.
Travel Consultant
Flight Centre Travel Group
01.2011 - 12.2011
- Achieved $26k sales target in first 3 months.
- Achieved $60k sales target within 6 months.
- Worked closely with clients to understand unique needs and meet specific travel desires.
- Organized trips for individual, family and business travellers.
- Informed clients of travel policies and utilized preferred vendors to maximize company profits
- Maintained operational proficiency in coordinating both international and domestic travel accommodations for customers, arranging for airfare as well as hotel and rental car reservations.
- Provided customers with best deals and well-researched travel options, successfully negotiating rates while improving customer satisfaction ratings.
- Exceeded customer service satisfaction standards by understanding and anticipating clients' expectations.
- Kept abreast of all airline rules, regulatory requirements and industry standards when scheduling travel arrangements.
- Consistently fostered business growth by delivering first-rate travel advising and itineraries to develop valuable client relationships.
Executive Team Member
Spark Media Networks
07.2007 - 10.2009
- Managed Artist and Label relationships (B2B) for USync.net platform.
- Led new business generation.
- Co-designed and wireframed end-to-end UI and UX for Spark Media Networks proposed crowd-funding platform for music artists and bands.
- Developed and optimized organizational systems to boost efficiency and keep operations scalable and agile for changing demands.
Owner and Event Manager
National Poker League
07.2008 - 11.2008
- Successfully built venue portfolio to over 20 venues on north shore of Sydney
- Developed database of +500 active players for venues.
- Applied performance data to evaluate and improve operations, target current business conditions and forecast needs.
- Managed day-to-day business operations.
- Enhanced operational efficiency and productivity by managing budgets, accounts and costs.
- Trained and motivated employees to perform daily business functions.
- Devised processes to boost long-term business success and increase profit levels.
- Conducted target market research to scope out industry competition and identify advantageous trends.
Education
Bachelor of Arts - Bachelor of Arts - Music And Creative Writing
Southern Cross University
Lismore, NSWChange Management Practitioner Certificate
APMG
2021
Change Management Foundation Certificate
APMG
2021
Prince2 Foundation Certificate
ILX
2022
Prince2 Practitioner Certificate
ILX
01.2024
Certificate IV Training And Assessment
Quadtree
2015
Train The Trainer Certificate
FCTG External Provider
2015
Diploma of Management
Franklin Scholar
2012
Certificate III Tourism (Retail Travel Sales)
Franklin Scholar
2011
Skills
- Organizational Change Management Methodologies
- Project Management
- Stakeholder Analysis
- Communication and Training Facilitation
- Business Process Improvement
- Risk Management
- Leadership and Team Management
- Problem-solving and Analytical Skills
Accomplishments
- As a key contributor to the Simpler, Safer Sourcing Program, I led the successful introduction of a number of innovative tools and processes designed to streamline and digitise supplier risk management and procurement processes, which have significantly improved operational efficiency, user experience and compliance for the group.
- Coordinated the change program for the successful migration to a new global flight distribution system for FCTG in NSW/ACT, which included 350 stores and over 3000 frontline retail and corporate staff, as well as support departments.
- Effectively engaged with, and presented to, all levels of stakeholders within a large multinational organisation, from conferences to classroom training.
Timeline
Change Manager
Commonwealth Bank
11.2023 - Current
Change Manager
Commonwealth Bank Australia
02.2022 - 11.2023
Change & Implementation Manager
Flight Centre Travel Group
07.2014 - 06.2021
Team Leader
Flight Centre Travel Group
06.2012 - 06.2014
Assistant Team Leader
Flight Centre Travel Group
12.2011 - 06.2012
Travel Consultant
Flight Centre Travel Group
01.2011 - 12.2011
Owner and Event Manager
National Poker League
07.2008 - 11.2008
Executive Team Member
Spark Media Networks
07.2007 - 10.2009
Bachelor of Arts - Bachelor of Arts - Music And Creative Writing
Southern Cross University
Change Management Practitioner Certificate
APMG
Change Management Foundation Certificate
APMG
Prince2 Foundation Certificate
ILX
Prince2 Practitioner Certificate
ILX
Certificate IV Training And Assessment
Quadtree
Train The Trainer Certificate
FCTG External Provider
Diploma of Management
Franklin Scholar
Certificate III Tourism (Retail Travel Sales)
Franklin Scholar
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