Julia Hopkins-Martin

• Lead state-wide, multi-channel customer services business operating across more than 90 locations
• Lead investment strategy for +$150M budget allocation
• Improve experience for over 3000 employees
• Balance demand across channels and products, with business exceeding 22.5M measurable transactions in 2023/24.
• Retain Customer Services Satisfaction Rating of 8.2 (out of 10)
• Transitioned heavy vehicle regulation services to the National Heavy Vehicle Regulator (NHVR) as part of a national reform program
• Lead staged implementation of CSB Future Ready workforce transformation
• Instigated Registration and Licencing System Assurance program
• Lead business continuity and crisis response (such as natural disaster, major incidents, third party data breaches)
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• Deliver continuous improvement to keep pace with increasing complexity, population and customer expectation
• Visible champion for diversity, inclusion and accessibility

• Lead Business Management, Service Innovation and Systems, & Strategy and Engagement Portfolios
• Participate in strategic governance/oversight boards relating to ICT, Information Security and Management, Accessibility and Inclusion
• Implemented Digital and Business Transformation function and program
• Delivered co-designed CSB People and Workforce Strategy and Plan
• Matured procurement and contract management function, to deliver over $897k negotiated savings in 22/23 and 23/24
• Implemented new Health, Safety and Environment function for CSB
• Lead business continuity and crisis response (such as natural disaster, major incidents, third party data breaches)
• Chair Customer Facing and Community Indigenous Champion Group
• Led Local Consultative Committee
• Member of TMR Enterprise Bargaining Negotiation Team

• Business management director for $150M+ customer services business.
• Lead corporate functions including: Finance, Procurement, Facilities, People, Industrial Relations, Risk & Assurance, Communications, Change, Continuous Improvement, Marketing, Information Management, Capability & Learning, Procedures & Policy.
• Implemented CSB Risk and Assurance Function
• Established Knowledge and Information Management functions and team
• Led Industrial Relations strategy and Local Consultative Committee
• Implemented CSB Accessibility and Inclusion Program
• Provide ongoing response and continuity to COVID-19 (including WHS, security, HR/IR)
• Engage as member of leadership team and business representative on governance boards and projects.
• Maintain culture that prioritises safe, healthy, engaged and purpose driven workforce.
• Embed inclusion and diversity initiatives across customer services business and workforce

• Led delivery of strategic bids for UGL's assets and operations business, covering oil, gas, mining, and power generation ($250M+ portfolio).
• Worked with commercial and operations teams to successfully convert contracts across sectors (clients including Energy Australia, AGL, Yancoal, BHP, Shell QGC, Stanwell Corporation).
• Brokered UGL participation on Safer Together - Safety Leadership Group to lead prioritisation of safety and further UGL's value proposition.
• Delivered business improvement such as streamlining bid development governance, agile bid process management, and social value integration.

Accountable for strategy and enabling functions, including:

• TMR Strategic Procurement Plan.
• Implementing social and Indigenous procurement across all agency procurement.
• Benefits management of $240M hard dollar savings.
• Supporting complex, high risk, non-traditional procurement activities.
• Implementing government legislation, policy and process.

Accountable for whole of government procurement policy, capability, collaboration, industry engagement and enabling technology. Specifically:

• Managed change, program and staff transition activities.
• Led contract renewals for key whole of government procurement systems (Q Contracts and Q Tenders).
• Led North Queensland regional procurement and industry taskforce on behalf of Queensland Government.