FELICITY ARUTAHIKI
Summary
Experienced Payroll Service Delivery Manager with a proven track record of effectively leading teams and achieving operational excellence. Implements strategic initiatives to drive productivity and efficiency, resulting in improved business outcomes. Skilled in problem-solving and decision-making, consistently finding innovative solutions to complex challenges. Committed to delivering high-quality payroll services and exceeding client expectations.
Overview
17
17
years of professional experience
Work History
Manager Service Delivery
Queensland Health
06.2017 - Current
- Liaison with stakeholders in the QH payroll environment to provide advice and leadership on issues relevant to the delivery of payroll services.
- Managed and motivated employees to be productive and engaged in work by developing a strong team culture focussed on employee engagement, collaboration and continuous learning opportunities.
- Successfully lead my teams through the transition to remote work during global health crisis, ensuring business continuity and employee safety.
- Fostered partnerships with WorkCover Queensland and created new business opportunities to improve the process for managing income protection compensation payments.
- Spearheaded the implementation of an Automated Programming Interface between WorkCover Queensland and Queensland Health systems, enhancing operational efficiency, significantly reducing administrative workloads across both departments and improving pay outcomes for employees.
- Led numerous Machinery of Government payroll transitions both in and out of the department, collaborating with various stakeholders, negotiating timeframes and ensuring a seamless transitions for employees by minimising any pay impacts as a result of the transition.
- Consulting with other Managers across the Corporate Enterprise Solutions in relation to upcoming system releases and potential impacts to payroll services
- Attending high level meetings with internal and external stakeholders, ensuring discretion in regards to the often sensitive and confidential information discussed.
- Providing clear direction and leadership to the Service Leaders within the Central Service Centre, ensuring appropriate strategies are implemented to improve productivity, enhance our customer service experience and meet our Service Delivery targets.
- Responding to high-level escalations, including drafting of ministerial and departmental responses.
Service Leader, Payroll Services
Queensland Health
02.2013 - 06.2017
- Led a team of 45 staff that provided payroll services to a client base of 8700 employees within the Department of Health.
- Ensuring the delivery of an efficient high quality client-focused payroll service to our clients by ensuring the team consistently met fortnightly pay run deadlines and achieved our KPI's.
- Developing initiatives within the team that enabled us to deliver a 24 hour turn-around time on forms received.
- Supporting, motivating and leading the team through several successful implementations and projects such as the QSS Machinery of Government, Lady Cilento Hospital Project, pay date change, transition of HSSA into the Department of Health payroll team.
- Management of the staffing, establishment and budget for the Department of Health Payroll Team including direct supervision of the Service Coordinators within this team.
- Identifying client's needs and establishing ongoing client engagement meetings with Line Managers and key stakeholders to address system and or process issues being experienced and working together to resolve these issues.
- Implemented an ongoing award system within the team to promote teamwork and provide recognition for outstanding work, the awards were based around the 5 key government values and behaviours.
- Sharing ideas with other payroll teams across the state to develop and implement initiatives designed to improve efficiencies within payroll services.
- Working in conjunction with Line Managers, Senior Management, Employee Relations and HR services to provide advice, analysis and resolution to often sensitive and complex payroll matters.
- Coaching and mentoring the Service Coordinator's to further develop their leadership skills and ensuring that performance issues within the team are addressed promptly.
- Assisted Senior Managers within the Information Division through the transition of their staff onto a continuous shift working agreement by providing advice on best roster practices, award entitlements and payroll processes resulting in a smooth transition.
- Coordinated the successful implementation of Doctor Contracts for medical officers paid by the DoH payroll team.
- High level knowledge of and ability to interpret and implement the various awards, agreements, legislation, policies and directives relevant to QH employment entitlements and managerial responsibilities.
Service Coordinator, Payroll Services
Queensland Health
02.2011 - 02.2013
- Served as a primary point of contact for clients, addressing inquiries, providing updates, and ensuring overall satisfaction with services rendered.
- Providing information sessions as well as coordinating client engagement meetings with Line Managers to establish effective working relationships and to promote HR awareness in relation to Award Knowledge and employee entitlements
- Managing the use of a range of system applications including SAP, Lattice and Workbrain at an advanced level ensuring overall quality client service
- Co-coordinating and assisting with special projects when required.
- Supervising the team and coordinating the daily activities within the team ensuring efficient and effective delivery of services to our clients
- Maintaining a comprehensive working knowledge of Industrial Awards and policies, ensuring the team correctly interprets these
- Identifying staff training and development requirements, monitoring team performance, addressing performance issues promptly.
Team Leader, Payroll Services
Queensland Health
03.2008 - 02.2011
Education
Diploma - Leadership and Management
TAFE
Brisbane01.2016
Certificate IV - Training and Assessment
Australian Institute of Industry And Training
Brisbane01.2014
Program - Payroll Services Leadership
Consortia
Brisbane01.2011
Course - Volunteer Tutoring- ESL
TAFE
Southport01.2000
Certificate II and III - Tourism Retail Sales
TAFE
Gold Coast01.1999
Skills
- Extensive Payroll Experience
- Excellent Communication skills
- Extensive Team Leadership experience
- Excellent Time Management
- Complex Problem-Solving Skills
- Strategic Planning
- Excellent Customer Service Sills
- Teamwork and Collaboration
- Adaptable and Flexible
- Project Management experience
- Extensive Performance Management Experience
- Innovative
Accomplishments
- Spearheaded the implementation of an Automated Programming Interface between WorkCover Queensland and Queensland Health systems, enhancing operational efficiency, significantly reducing administrative workloads across both departments and improving pay outcomes for employees.
- Consulted on the development of the Executive Workforce Services and Offender Health Services BRS including recommending system configuration enhancements, identifying key risks and process improvements.
- Lead the Children's Health Payroll Team through the successful transition of approximately 1000 Mater employees onto the Queensland Health payroll system.
- Successfully coordinated the transfer of payroll responsibility of 2500 clients from across the state into the Department of Health payroll team, including developing a project plan, negotiating budget requirements and liaising with various stakeholders.
- Coordinated the Machinery of Government transfer of the Queensland Mental Health Commission employees to CAA payroll.
References
- Anthony Middlebrough, A/Senior Director, Payroll Transactional Services, (07) 3199 2990
- Diana Yarker, former Senior Director, Payroll Transactional Services,
Timeline
Manager Service Delivery
Queensland Health
06.2017 - Current
Service Leader, Payroll Services
Queensland Health
02.2013 - 06.2017
Service Coordinator, Payroll Services
Queensland Health
02.2011 - 02.2013
Team Leader, Payroll Services
Queensland Health
03.2008 - 02.2011
Diploma - Leadership and Management
TAFE
Certificate IV - Training and Assessment
Australian Institute of Industry And Training
Program - Payroll Services Leadership
Consortia
Course - Volunteer Tutoring- ESL
TAFE
Certificate II and III - Tourism Retail Sales
TAFE
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