Kellie Webster
Fairfield Gardens,Australia
Summary
Dynamic leader with a proven track record of leveraging exceptional organizational skills to effectively manage diverse teams. Expertise in optimizing operations through strategic management practices, complemented by extensive knowledge of government payroll systems and small business operations. Proficient in analyzing, identifying, and resolving complex challenges, contributing to the growth and stability of organizations in both public and private sectors. Committed to fostering engaged, high-performing teams while driving positive change and implementing best practices that enhance overall workplace effectiveness.
Overview
21
21
years of professional experience
1
1
Certification
Work History
Manager - Customer Support
Queensland Shared Services
05.2025 - Current
- Led cross-functional teams to enhance operational efficiency and achieve strategic goals.
- Developed and implemented process improvements, resulting in streamlined workflows across departments.
- Managed project timelines and deliverables, ensuring alignment with organizational objectives.
- Mentored junior staff, fostering a culture of continuous learning and professional growth.
- Analyzed performance metrics to identify areas for improvement and drive data-driven decision-making.
- Collaborated with stakeholders to develop innovative solutions addressing client needs and challenges.
- Facilitated training sessions on best practices, enhancing team capabilities and knowledge retention.
- Spearheaded initiatives that improved customer satisfaction through enhanced service delivery strategies.
- Managed and motivated employees to be productive and engaged in work.
- Developed and implemented customer feedback mechanisms to enhance service quality.
- Streamlined operational workflows to improve efficiency in service delivery.
- Analyzed customer experience data to identify trends and drive strategic improvements.
- Collaborated with cross-functional teams to design effective customer engagement strategies.
- Trained staff on best practices for improving customer interactions and support processes.
- Led initiatives to reduce response times, enhancing overall customer satisfaction levels.
- Established performance metrics to assess team effectiveness in delivering exceptional experiences.
- Mentored junior staff, fostering a culture of continuous improvement in customer service operations.
Manager
Third Party Solutions - QSS
06.2024 - Current
- Leadership & Change Management
- Led a diverse team to deliver governance and change management processes for system changes, ensuring service improvements and cost reduction.
- Provide strategic advice on service direction, developed operational plans, and managed risk and internal controls.
- Established frameworks for business improvements through stakeholder collaboration, enhancing service quality and reducing costs.
- Directed Release and Environment Management services, managing risks and delivering client-focused QSS solutions.
- Supported product release teams in transitioning to HR Build Team and improving change and release management processes.
- Mentored and developed staff to meet current and future demands, focusing on client-centred approaches and effective stakeholder collaboration.
- Managed human and financial resources, forecasted budgets, and evaluated service strategies to meet performance standards.
- Maintained constructive relationships across teams, clients, and stakeholders, facilitating workshops and providing system technical advice.
- Prepared reports and submissions for senior management, contributing to business plans and performance measures aligned with QSS strategic objectives.
- Led technical responses during Priority 1 incidents, coordinating teams, and providing regular updates to senior leadership.
- Identified risks, developed mitigation strategies, and provided recommendations on complex issues to senior management.
Director - HR Services
Queensland Shared Services
10.2025 - 01.2026
- Led recruitment strategies to attract top talent aligned with organizational goals.
- Developed and implemented HR policies enhancing employee engagement and retention.
- Streamlined performance management processes, ensuring alignment with business objectives.
- Facilitated training programs to enhance staff skills and promote professional development.
Director
Enterprise Services - QSS
10.2024 - 01.2025
- Led with an inclusive and collaborative approach, making confident decisions and finding solutions to challenges.
- Built strong relationships across QSS and with key stakeholders, improving engagement and service delivery.
- Shaped business direction, improving service models and enhancing customer experience.
- Led the team to success, delivering high-quality shared services and driving process improvements.
- Handled complex challenges with integrity and professionalism in a public sector environment.
- Higher Duties Relieving
Manager
Change Release and Environment Management (CREM) - QSS
08.2019 - 06.2024
- Leadership & Change Management
- Led a diverse team of 16 to deliver governance and change management processes for system changes, ensuring service improvements and cost reduction.
- Provided strategic advice on service direction, developed operational plans, and managed risk and internal controls.
- Established frameworks for business improvements through stakeholder collaboration, enhancing service quality and reducing costs.
- Directed Release and Environment Management services, managing risks and delivering client-focused QSS solutions.
- Supported product release teams in transitioning to HR Build Team and improving change and release management processes.
- Mentored and developed staff to meet current and future demands, focusing on client-centered approaches and effective stakeholder collaboration.
- Managed human and financial resources, forecasted budgets, and evaluated service strategies to meet performance standards.
- Maintained constructive relationships across teams, clients, and stakeholders, facilitating workshops and providing system technical advice.
- Prepared reports and submissions for senior management, contributing to business plans and performance measures aligned with QSS strategic objectives.
- Led technical responses during Priority 1 incidents, coordinating teams, and providing regular updates to senior leadership.
- Identified risks, developed mitigation strategies, and provided recommendations on complex issues to senior management.
Manager
SAP Finance Build - QSS - Department of Housing and Public Works
04.2019
- Attending and contributing to high level meetings
- Approvals of timesheets, timecards, leave requests, system access
- Dealing with sensitive HR personnel matters
- Conducting weekly team meetings for my teams
- Attending weekly managers meetings
- Making decisions and signing off on various projects
- Resolving issues within the team and with stakeholders as and when they arise
- Leading and motivating individuals and creating a climate in which people want to do their best
- Provided advice that was considered and supported by a clear rationale
- Mentoring and developing staff to be: Client-focussed and to effectively collaborate with various QSS teams, maintain and provide system technical advice to meet current and future demands, assess business requirements in line with system functionality and negotiate timeframes for delivery
- Develop business plans and performance measures that contribute to meeting QSS’ strategic and operational objectives
- Actively support and own technical responsibilities in the event of Priority 1 Incidents, providing advice on the incident, coordinating teams for investigation and providing regular updates to the Incident Manager, my Director and Executive Director
- Identify risk, developing mitigating strategies to provide advice, options and recommendations to senior management and other government executives to resolve complex strategic and operational issues
Manager
HR Advisory Services - QSS - Department of Housing and Public Works
04.2019 - 06.2019
- Manage 5 teams (approx. 30 team members)
- Attending and contributing to high level meetings
- Approvals of timesheets, timecards, leave requests, system access
- Dealing with sensitive HR personnel matters
- Conducting weekly team meetings for my teams
- Attending weekly managers meetings
- Making decisions and signing off on various projects
- Resolving issues within the team and with stakeholders as and when they arise
- Leading and motivating individuals and creating a climate in which people want to do their best
- Provided advice that was considered and supported by a clear rationale
Manager
SAP HR/Security/Housing - Department of Housing and Public Works
01.2019 - 03.2019
- Manage operational activities by overseeing the monitoring and reporting of performance against cost estimations and budgets including the management of resources, expenses and other associated costs.
- Work collaboratively with QSS teams and TMR to negotiate timeframes for delivery of releases and operational services including the management of all processes involved in the deployment of the application releases from build to implementation including all testing phases.
- Communicate, consult and negotiate with a diverse range of key stakeholders and to build positive relationships in an environment of change.
- Maintain strong relationships with both the QSS functional teams and key stakeholders within TMR throughout the various support activities including the identification, evaluation and implementation of continuous improvement activities.
- Provide advice and influence senior management in relation to governance, reporting, budgeting, planning and business deliverables
- Attending and contributing to high level meetings
- Approvals of timesheets, timecards, leave requests, system access
- Dealing with sensitive HR personnel matters
- Successfully resolving issues within the team and with stakeholders as and when they arise
- Leading and motivating individuals and creating a climate in which people want to do their best
- Provided advice that was considered and supported by a clear rationale
- Attending and contributing to high level meetings
- Approvals of timesheets, timecards, leave requests, system access
- Dealing with sensitive HR personnel matters
- Conducting weekly team meetings for my teams
- Attending weekly managers meetings
- Making decisions and signing off on various projects
- Resolving issues within the team and with stakeholders as and when they arise
- Leading and motivating individuals and creating a climate in which people want to do their best
- Provided advice that was considered and supported by a clear rationale
Manager
Aurion Brisbane - QSS - Department of Housing and Public Works
11.2018 - 12.2018
- Manage a team of payroll processors (approx. 80 team members)
- Attending and contributing to high level meetings
- Approvals of timesheets, timecards, leave requests, system access requests
- Dealing with sensitive HR personnel matters
- Conducting weekly team meetings for my teams
- Attending weekly managers meetings
- Making decisions and signing off on various projects
- Resolving issues within the team and with stakeholders as and when they arise
- Leading and motivating individuals and creating a climate in which people want to do their best
- Provided advice that was considered and supported by a clear rationale
Delivery Manager
TMR - QSS - Department of Housing and Public Works
10.2017 - 11.2017
- Responsible for the successful delivery of bodies of work and projects within the TMR space
- Clarifying strategies and plans and communicating a clear sense of direction and purpose
- Identifying blockers before they become problematic and providing constructive feedback
- Monitor and report on the progress of the project / major and BAU work packages for the HRIS program and associated customer agencies.
- Manage stakeholder expectations in relation to project / major work package risks and issues which includes identifying possible political and high risk matters to ensure they are managed in a timely and professional manner.
- Attending TMR stakeholder meetings as the QSS representative
- Provide authoritative advice and negotiate with senior management, external partners and stakeholders on all matters related to successful service delivery
- Liaising with TMR and resolving issues as and when they arise
- Co-ordinate and monitor the resolution of complex issues associated with project / major work packages and minor works to improve the overall performance to ensure value for money
- Adhere to the governance arrangements, ensuring effective quality assurance and the overall integrity of the program of work
Team Leader
SAP HR TMR - QSS - Department of Housing and Public Works
06.2017 - 10.2017
- Contributed significantly to legislative projects such as Single Touch Payroll, Superstream, EOFY
- CoF to ensure they were implemented on time
- Operational team planning activities in order to achieve team success
- Recruitment for A07 position including shortlisting, interviewing and documentation associated with this
- Dealing with and managing the resolution of Priority 1 and Priority 2 incidents
- Co-ordination and ensuring the team is meeting obligations as part of timed releases
- Attending and contributing to high level meetings
- Approvals of timesheets, timecards, leave requests, system access
- Dealing with sensitive HR personnel matters
- Conducting weekly team meetings for my teams
- Attending weekly Proposals Forum
- Attending TMR Pipeline meetings
- Resolving issues within the team and with stakeholders as and when they arise
- Motivating individuals and creating a climate in which people want to do their best
- Provided advice that was considered and supported by a clear rationale
Senior Business Analyst
QSS - Department of Housing and Public Works
10.2004 - 07.2019
- Configuring Payroll - Configuring Personnel Administration SAP for Payroll and HR
- Manage service calls and incoming requests via QSS’ ServiceNow system
- Provide one on one training to new team members
- Document system configuration changes and functional specifications
- Liaise with clients to provide solutions to problems that arise in a timely and professional manner
- Liaising with colleagues regarding release management processes
- Proactively assess effectiveness of the system and what changes can be made to improve effectiveness
- Undertaking support pack testing
- Preparation of test documentation
- Attending and chairing various meetings
Owner/Founder
K9 Chic (Pet Grooming Business)
01.2006 - 10.2016
- Founder and owner of highly successful business within the pet industry
- Hire and train employees while monitoring and evaluating their performance
- Oversee daily activities and customer relations
- Inventory control, ordering and purchasing stock
- Negotiate with vendors and ensure all deliveries are accurate and on time
- Development and implementation of new sales and marketing strategies to increase business and market share
- Responsibility for bookkeeping, payroll and cost control
- Ability to design strategies and observe performance metrics
- Excellent organisational, presentation and negotiation skills
- Monitoring daily operations and problem solving
- Handling purchases, sales and logistics
- Inviting quotes from suppliers and negotiating on price
- Verifying and authorising transportation for carrying goods to distributors
- Ensuring goods are distributed to online customers
- Keep abreast with the latest trends in the pet grooming and pet clothing industry
- Maintaining superior customer service and sales in a highly competitive environment
Education
Bachelor Degree - Human Resource Management
Queensland University of Technology
Brisbane, QldSkills
- Excellent communication skills
- Creative thinking
- Problem solver
- Analytical
- Approachable
- Innovative
- Effective time management
- Conflict resolution
- Leadership adaptability
- Ability to work under pressure
- Organised
- Business analysis
- Major incident management
- Strategic planning
- Driver of change
- Performance management
- Effectively creating inclusive teams
- Vendor/Supplier Management
- Operations management
- Project management
- Cross-functional teamwork
- Project planning
- Customer relationship management (CRM)
- Staff development
- Shift scheduling
- Sales techniques
- Policy implementation
- Schedule preparation
- Sales management
- Workforce management
- Performance evaluations
- Business administration
Accomplishments
- QSS Women’s Mentorship Program
- Founder and Program Lead - Queensland Shared Services (QSS)
- January 2024 – Present
- Initiated and Developed: Created the QSS Women’s Mentorship Program to foster professional growth and empowerment among women within the organization.
Certification
- SAP Certified Application Associate-Human Capital Management - SAP ERP 6.0 EHP5
- Certificate IV in Training & Assessment
- ITIL Foundation
- QUTeX Enterprise Leadership Program | Managing Talent and Succession
- QUTeX Enterprise Leadership Program | Team and Group Coaching
- Certificate in Mental Health First Aid (Accredited)
Languages
English
Timeline
Director - HR Services
Queensland Shared Services
10.2025 - 01.2026
Manager - Customer Support
Queensland Shared Services
05.2025 - Current
Director
Enterprise Services - QSS
10.2024 - 01.2025
Manager
Third Party Solutions - QSS
06.2024 - Current
Manager
Change Release and Environment Management (CREM) - QSS
08.2019 - 06.2024
Manager
SAP Finance Build - QSS - Department of Housing and Public Works
04.2019
Manager
HR Advisory Services - QSS - Department of Housing and Public Works
04.2019 - 06.2019
Manager
SAP HR/Security/Housing - Department of Housing and Public Works
01.2019 - 03.2019
Manager
Aurion Brisbane - QSS - Department of Housing and Public Works
11.2018 - 12.2018
Delivery Manager
TMR - QSS - Department of Housing and Public Works
10.2017 - 11.2017
Team Leader
SAP HR TMR - QSS - Department of Housing and Public Works
06.2017 - 10.2017
Owner/Founder
K9 Chic (Pet Grooming Business)
01.2006 - 10.2016
Senior Business Analyst
QSS - Department of Housing and Public Works
10.2004 - 07.2019
Bachelor Degree - Human Resource Management
Queensland University of Technology