Karishma Bhatt

· P&L responsibility across high volume portfolio ($40m+) within the NSW team, with responsibilities including but not limited to:

o Forecasting & budgeting for YoY revenue

o Cost controls and improving EBIT YoY

o Ongoing reporting to senior management including quarterly reviews

o Analysis of sales, finance and other reports to gain insights into how to improve performance and maximise growth & profitability

· Recruitment, onboarding & coaching – Currently leading a team of 4 direct and 2 indirect reports across Account management & Operations)

· Experience managing cross functional teams across Operations, Customer service, Account Management & Commercial

· Overseeing ongoing development & management of customer plans, targeted towards growth and retention of a diverse portfolio of clients, across a range of industries and spend band – Example: Retail, e-commerce, FMCG, Mining, Construction, Automotive, Medical, Agriculture, Manufacturing to name a few

· Formulate and implement short and long-term plans aligned with customer growth strategies

· Contract management including delivery of annual rate reviews

· Ongoing consulting and solution design for existing clients to help them operate as efficient businesses e.g. formulation of operational & commercial strategy, cost to serve analysis, direct cost savings, service optimisation, time in motion studies and other indirect cost savings through systems integration

· Supporting new business & onboarding teams with implementation as necessary

· Project Management of key deliverables across cross functional teams

· Senior strategic stakeholder management – C-suite relationships

· Designing and execution of RFQ’s / tenders and Service Level Agreements

· Consistently driving operational improvements throughout the business

· Monthly / Quarterly / Annual reviews

· Supplier procurement & relationship management

· Negotiation of commercial & service agreements

§ Mentoring a team of 22 Customer Service Representatives (CSRs) through implementation of the contact centre business plan and excellent people management practices, resulting in improved financial, people and customer results

§ Design and implementation of strategies to maximise customer satisfaction and business growth for the time critical area of the business that operates 24x7 365 days of the year

§ Leading, motivating and empowering the staff through strong leadership, teambuilding, effective communication and regular performance feedback

§ Consistently driving operational improvement throughout the business by meeting high customer expectations

§ Establishing a customer-focussed culture by implementing, managing initiatives and measurement tools that aim to achieve customer satisfaction, loyalty and retention