Summary
Overview
Work History
Education
Skills
Websites
Languages
Timeline
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Joanna Lee

Sydney,NSW

Summary

A results-oriented and customer-centric Business Operations leader with a passion for fostering engaged and collaborative work environments. With over 15 years of experience in the IT industry, I have a proven track record of driving transformational change and operational excellence. My approach emphasizes simplification and standardization of best practices in cross-cultural, dynamic, and fast-paced settings, resulting in enhanced efficiency and productivity. Committed to promoting an empowering work culture that enables coworkers and team members to excel.

Overview

18
18
years of professional experience
3
3
Languages
13
13

Roles across Sales and Sales Operations

2
2

Beautiful kids

Work History

APJ Business Management Manager

Amazon Web Services
04.2022 - Current
  • Developed 3-year vision with a phased approach for APJ Business Management, which included detailed initiatives for the first year and high-level plans for subsequent years on 3 key pillars - Office of Sales Operations, Executive Insights, and Operating Cadence & Automation.
  • Recruited, interviewed, and onboarded a team of four within six months, and established clear team priorities, vision, team 'norm' to foster collaboration and efficiency, and identified key business deliverables to drive results and meet organizational goals.
  • Established a dynamic operating rhythm for the APJ region, orchestrating 30+ supporting teams that contribute to the suit of operating cadences (including monthly metrics reviews, quarterly business evaluations, revenue acceleration focus sessions, and knowledge-sharing forums). Revolutionized existing cadences by refining, simplifying, and standardizing formats, communication channels, and best practices drawn from diverse teams and regions.
  • Innovated the creation of Optimus, an automated Action Tracking Tool, to enhance accountability and streamline action feedback loops across 5 high-profile APJ leadership business reviews. Scaled for adoption by local country teams and globally, Optimus transformed operations across 11+ leadership cadences worldwide.

Product Operations Manager

Catholic Healthcare
10.2021 - 03.2022
  • Appointed as Program Manager for Home and Community's 5 key strategic initiatives identified by KPMG to transform Catholic Healthcare from a traditional Aged Care service provided and maximize opportunities from Aged Care Reform where Australia Government has invested $17.7B.
  • Planned and launched "Mind and Move" Health and Wellbeing program that drove new client acquisition and program uptake across 4 regions within 3 months. Collaborated with marketing, region leads, product teams, and call centre teams to successfully establish outbound calling capabilities, training, intuitive reporting, staffing/costing model, and system enhancements.
  • Coach team members on data-based analysis and return-on-investment modelling to present business case on program investment to senior leadership.

Business Partner (Commercial Segment - 4 Regions)

Dell Technologies
10.2020 - 09.2021
  • Partnered with Sales Directors to drive territory growth plans, pipeline reviews, and performance reviews, with all 4 sales territories overachieving annual plan of over $300M.
  • Mentor and upskilled sales managers on operational excellence (sales hygiene, opportunity analysis, influence with data, territory planning, etc) through 1:1 sessions and establishing guidance on pipeline management.
  • APJ arm of Global Personalize Inside Communications (GPIC) project and support worldwide team on roll out of automated, personalized leads communication to inside sales team.

Business Projects & Planning Cycle Program Lead

Dell Technologies
05.2019 - 10.2020
  • Revamp ANZ quota planning process with repeatability and scalability. Delivered quota to 200+ sales across ANZ while maintaining quality with 1% gap in business vs sales attainment only.
  • Launch of Customer and Partner Intimacy (CPI) Dashboard and review cadence, that delivered and tracked ANZ Strategic Priorities based on 10 critical KPIs; Designed and launched executive reporting, review mechanism and communication to drive performance visibility, increase accountability and alignment. Dashboard included drill down functionality for critical decision making and execution at sales level.
  • Redesign the OneANZ business management cadence to support the Dell/EMC integration, taking best practices and addressed specific business nuances for standardization into the OneANZ business model.

Business Partner and Finance Controller

DellEMC
07.2017 - 09.2018
  • Redesign sales organization with 26 sales, which delivered $541M at 21% YoY.
  • Improved sales activity metrics, such as account planning completion, lead follow ups, by 32% within 1 quarter, driving positive change to sales behaviour and Salesforce hygiene.
  • Transformed ANZ territory and quota planning process from qualitative based to a balanced approach with data-driven modelling, and complemented with business context, and customer knowledge.

Program Manager: Annual Planning Process Revamp

KinCare Health Services
10.2016 - 07.2017
  • Built strategy framework which drove KinCare's annual planning process including budget allocation, resources coverage, KPI structure, and cadence to business priorities.
  • Enabled data-driven decision making through analysis with recommendation on national/state financial plan, capital project prioritization with consideration to affordability, system, and people impact.

Senior Business Analyst - Customer Experience

KinCare Health Services
01.2016 - 06.2016
  • Delivered critical analysis and quick wins recommendations which resulted in increased desire and motivation for improving customer experience and a strong foundation for a customer centric culture, e.g., home care worker quarterly training.
  • Developed staff ratio analysis and simulation model to drive decisions on staff utilization and resourcing based on new State Operating Model
  • Evaluated Voice of Customer analysis, surveys, and feedback as well as customer Net Promoter Score results that set direction for the Customer Experience department in annual planning, set new customer segments suitable for new Healthcare reform.

Sales Operations and Planning Manager

Dell Australia
02.2015 - 08.2015
  • Delivered quotas for all sales 2 weeks ahead of previous cycles through change management strategies to minimize resistance, co-coordinating change plans with virtual teams, and managing stakeholder expectations.
  • Integrated 30 new headcount in high opportunity territories, and established new acquisition teams, delivering incremental $24 million annually.
  • Project managed “One Dell, One ANZ” launch within budget across all national and remote offices, successfully revitalized people culture, using company social media network, Chatter, and coordinate efforts around each office site.

Senior Account Manager

Dell Australia
08.2013 - 01.2015
  • Overachieved sales quota by 122%, increased margin by 10bps, solutions penetration by 15%.
  • Drove 100% completion of sales training for ANZ MB team by deadline through building focus groups and developed incentive programs and innovative training.
  • Delivered "Dell Business Model" adoption improvement by 30% across Preferred Accounts through data analysis, targeted communication, and governance process to reinforce sales behaviour.

Business Project Manager - APJ Quota Setting & Solutions Planning

Dell Australia
06.2010 - 08.2013
  • Led Quota Simplification Project set Asia Pacific as being Best of Breed globally in managing quota planning cycle and used as a basis for new global quota tool, Anaplan. Awarded Global Most Wanted Process award.
  • Delivered planning cycle project schedule and framework with status dashboards, operationalized by 60+ sales analysts through online training, anticipating risks and securing sponsorship, resulting in on-time, quality quotas for 4000+ sales.
  • Generated 75% OPEX savings by centralized processes and shared services to all 7 countries, moving repetitive tasks to lower cost countries.

Sales Planning Analyst

Dell Australia
06.2009 - 06.2010
  • Business advisor to ANZ Commercial Business General Manager, setting quotas for 100+ sales, conducting territory reviews and business analysis.
  • Developed and optimized quota setting tools for ANZ, reducing preparation time by 30%
  • Established Best of Breed Business Management system, enabling quarterly business reviews with standard format, metrics to senior management and support development of annual plan.

Various Roles

Nortel Networks Australia
06.2006 - 06.2010
  • Global Program Manager, 10/2006 to 06/2009
  • New Product Introduction (NPI) Prime, 04/2006 to 10/2006
  • Graduate Rotation Program, 10/2004 to 04/2006

Education

Prince2 Foundation & Practitioner Certification -

ALC Education & Consulting
01.2020

Graduate Certificate of Change Management -

Nortel
01.2014

Lean Six Sigma Green Belt -

University of New South Wales
01.2009

Leadership Edge Development Program -

Nortel
01.2009

Bachelor of Engineering - Telecommunications

University of New South Wales
Sydney, NSW
01.2003

Skills

  • Team Leadership

  • Mentoring and Coaching

  • Strategic planning

  • Business management

  • Change management

  • Data analytics

  • Process simplification

  • Best practices implementation

  • Executive engagement

Languages

English
Cantonese
Mandarin

Timeline

APJ Business Management Manager

Amazon Web Services
04.2022 - Current

Product Operations Manager

Catholic Healthcare
10.2021 - 03.2022

Business Partner (Commercial Segment - 4 Regions)

Dell Technologies
10.2020 - 09.2021

Business Projects & Planning Cycle Program Lead

Dell Technologies
05.2019 - 10.2020

Business Partner and Finance Controller

DellEMC
07.2017 - 09.2018

Program Manager: Annual Planning Process Revamp

KinCare Health Services
10.2016 - 07.2017

Senior Business Analyst - Customer Experience

KinCare Health Services
01.2016 - 06.2016

Sales Operations and Planning Manager

Dell Australia
02.2015 - 08.2015

Senior Account Manager

Dell Australia
08.2013 - 01.2015

Business Project Manager - APJ Quota Setting & Solutions Planning

Dell Australia
06.2010 - 08.2013

Sales Planning Analyst

Dell Australia
06.2009 - 06.2010

Various Roles

Nortel Networks Australia
06.2006 - 06.2010

Prince2 Foundation & Practitioner Certification -

ALC Education & Consulting

Graduate Certificate of Change Management -

Nortel

Lean Six Sigma Green Belt -

University of New South Wales

Leadership Edge Development Program -

Nortel

Bachelor of Engineering - Telecommunications

University of New South Wales

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Joanna Lee