Holly Crossin
Warragul,VIC
Summary
Highly experienced and dedicated Senior Registrations Officer with over four years in the plumbing registration and licensing field and more than ten years in regulatory, compliance, and customer service environments. Proven ability to lead high-performing teams, manage complex workloads, and ensure compliance with legislative and policy requirements. Recognised for driving process improvements, delivering accurate and timely outcomes, and fostering collaboration across departments to achieve organisational goals.
Professional in operational management with track record of driving efficient processes and optimizing performance. Adept at implementing strategies that align with organizational goals and fostering collaborative work environments. Known for adaptability and reliability in dynamic settings, ensuring seamless team operations and goal achievement.
Professional with comprehensive experience ready for this role. Equipped with strong skills in leadership, problem-solving, and strategic planning. Known for team collaboration and adaptability, consistently delivering results. Strong communicator with focus on integrity and accountability.
Overview
6
6
years of professional experience
Work History
Senior Registrations Officer – Processing & Assessment (Plumbing)
Victorian Building Authority
01.2020 - Current
- Lead and mentor a team of 6.5 Registration Officers, setting clear expectations, monitoring workloads, and ensuring staff are equipped with the necessary tools, knowledge, and guidance to achieve success.
- Allocate complex workloads strategically, ensuring alignment of task complexity with staff capability and availability, while maintaining fairness and productivity.
- Oversee financial operations including daily banking, refunds, prosecution payments, and reconciliations, ensuring transparency and adherence to financial procedures.
- Manage Freedom of Information (FOI) request reviews, ensuring compliance with privacy legislation and BPC policy.
- Review and process registrar certificates, insurance cancellations, and applications to ensure legislative and procedural compliance.
- Regularly review, update, and correct work instructions and business rules to ensure processes remain accurate, efficient, and aligned with current legislative or procedural changes.
- Identify and resolve inconsistencies in work instructions across teams, ensuring the highest standard of clarity and uniformity.
- Respond rapidly to urgent or unexpected operational issues, exercising sound judgment and leadership to resolve matters and minimise business disruption.
- Handle complex and escalated practitioner enquiries requiring advanced regulatory interpretation, policy awareness, and stakeholder management.
- Monitor, analyse, and report on workload distribution and performance trends to identify risks, recommend improvements, and ensure equitable workloads.
- Collaborate across departments (Legal, Finance, and Compliance) to resolve systemic issues and improve operational outcomes.
- Provide coaching, mentoring, and feedback to staff, fostering continuous improvement and professional growth.
- Support and lead system and process improvements, including CRM and workflow automation testing and implementation.
- Represent the Registration & Licensing team in cross-departmental projects, ensuring alignment of operational priorities with organisational objectives.
- Building Plumbing Commission - Victorian Building Authority (VBA)
- Senior Registrations Officer – Plumbing Registration & Licensing (Processing and Assessment)
Skills
- Team Leadership & Staff Development
- Registration & Licensing Compliance
- Freedom of Information (FOI) Management
- Financial Transactions (Banking, Refunds, Prosecution Payments)
- Insurance Cancellations & Practitioner Compliance
- Stakeholder & Customer Relationship Management
- Workflow Reporting & Data Analysis
- Continuous Process Improvement
- Legislative & Regulatory Knowledge
- Communication & Conflict Resolution
- Workload management
- Team leadership
- Financial oversight
- Compliance review
- Process improvement
- Regulatory interpretation
- Stakeholder engagement
- Data analysis
- Performance monitoring
- Cross-department collaboration
- Coaching and mentoring
- Risk assessment
- Issue resolution
- Business process mapping
Leadership Attributes
- Demonstrates strategic prioritisation and foresight in balancing immediate demands with long-term objectives.
- Fosters a solutions-driven culture that values adaptability, accountability, and continuous improvement.
- Encourages transparency and collaboration through effective communication and knowledge sharing.
- Ensures equitable workload distribution and builds team morale through fairness and recognition.
- Models the Victorian Public Sector values of integrity, respect, and responsiveness in all leadership actions.
Timeline
Senior Registrations Officer – Processing & Assessment (Plumbing)
Victorian Building Authority
01.2020 - Current