Summary
Overview
Work History
Education
Skills
Timeline
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Jack Illich

Kalgoorlie,WA

Summary

Values driven and results-orientated leader with a proven ability to build and maintain high performing teams. More than 10 years experience applying exceptional planning and problem solving abilities toward enhancing business plans and operational activities. Brings a solid understanding of asset management, customer service, strategic planning, leadership, financial management, and human resource management principles.

Overview

7
7
years of professional experience

Work History

Operations Manager - Service Delivery

Water Corporation
09.2022 - Current
  • Provides and maintains a safe working environment for all district employees in accordance with the Corporations HSE system. Visibly leads a strong safety culture.
  • Leads the delivery of water and wastewater services to customers in the Goldfields district in accordance with the Corporations operating licence, Customer Charter and other corporate regulatory requirements.
  • Ensures the effective operation of the district's infrastructure assets and the delivery of the district asset maintenance program
  • Coaches, develops, and empowers employees to take ownership of their responsibilities, leading to increased accountability and improved performance outcomes.
  • Leads operational and people activities such as strategic resource management, succession planning, performance management, and recruitment

Team Leader - Regional Field Support

Water Corporation
06.2021 - 08.2022
  • Ensures the teams activities are undertaken with safety as the first priority and that team members comply with OSH policies and procedures
  • Manages the regional meter reading program and associated customer processes ensuring compliance against legislative, system and customer KPI's
  • Responsible for a cost-centre and associated financial activities
  • Leads the team to ensure key business outcomes and project milestones are achieved in accordance with the business plan

Lead - AMI Design And Operations

Water Corporation
01.2021 - 06.2021
  • Accountable for the design and operation of the Water Corporation smart meter network and automated metering infrastructure
  • Drives customer strategy in relation to smart metering technologies
  • Effectively manages business relationships and communicating with a diverse group of stakeholders
  • Participates in and leads project teams as subject matter expert

Lead - Customer Experience

Water Corporation
02.2017 - 01.2021


  • Leads a team of customer service representatives to exceed performance goals and maintain high levels of productivity
  • Unlocks potential through effective coaching techniques. Manages team member behaviours in line with Corporation values.
  • Manages customer complaints and escalations to ensure a high level of customer satisfaction and adherence with relevant legislation

Education

Master of Business Administration (MBA) -

Australian Institute of Business
Adelaide, SA
07.2023

Graduate Diploma in Management (GradDipMgt) -

Australian Institute of Business
Adelaide, SA
10.2021

Skills

  • Leadership
  • Human Resource Management
  • Incident Management
  • Business Planning
  • Strategic Management
  • Stakeholder Relations
  • Project Management
  • Workforce Optimisation
  • Problem-Solving
  • Customer Service

Timeline

Operations Manager - Service Delivery

Water Corporation
09.2022 - Current

Team Leader - Regional Field Support

Water Corporation
06.2021 - 08.2022

Lead - AMI Design And Operations

Water Corporation
01.2021 - 06.2021

Lead - Customer Experience

Water Corporation
02.2017 - 01.2021

Master of Business Administration (MBA) -

Australian Institute of Business

Graduate Diploma in Management (GradDipMgt) -

Australian Institute of Business

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Jack Illich