Kelly May
Arana Hills
Summary
I am an experienced change leader with a strong background in guiding teams, managing complex projects, and achieving strategic objectives.
Excelling in developing efficient and practical change experience strategies to support business led change adoption in complex environments.
Combining strong people leadership with business partnership to deliver positive change experiences with lasting impact. I used lived experience in member facing and operational areas to understand what the business really wants and needs.
Overview
23
23
years of professional experience
1
1
Certification
Work History
Change Management Lead
Australian Retirement Trust
07.2023 - Current
- Leading a team of up to 10 change practitioners to plan and execute projects across a large and varied portfolio. Areas include insurance, data, regulatory, technology, risk and merger activities
- Develop experience led strategies which maximise business led change adoption
- Built and led the change strategy for the organisation to implement a new customer interaction (Genesys) platform to 1500 people
- Oversaw change management efforts to support implementation of critical initiatives driving technology, process and culture changes as part of the merger
- Delivered the simplification of ART's Intragroup legal entities and arrangements in a short timeframe
- Development of ART's new core Values and Purpose statements which included engagement of 3,000 employees via a crowd sourcing platform
- Created and managed project plans, timelines and budgets.
Senior Change Manager
Australian Retirement Trust
11.2022 - 06.2023
- Change oversight and leadership across various ART merger initiatives servicing, and technology-based projects.
- Contribution to a broader strategic program
- Responsibilities include people management across a team of 10 change practitioners
- Strategic communications, facilitation, and stakeholder management at all levels
- Change experience-based design and application of practical fit for purpose change
- Delivery of projects in a complex environment whilst also leading multiple change resources to deliver key outcomes
Change Manager
QSuper Limited / Australian Retirement Trust
04.2018 - 11.2022
- Change management experience delivering training, communications, workshops and change management documentation across a variety of project content
- Enterprise data, Information security, Insurance remediation, Insurance product changes, Financial Crimes, Administration Fee changes and the merger of QSuper and Sunsuper to become Australian Retirement Trust.
- Recruitment onboarding and establishment of key change resources to support
- Partnering with the core business senior stakeholders through regular engagements, weekly planning emails and communications
Contact Centre Services Manager
QSuper Limited
12.2012 - 04.2018
- Leading a specialised team providing operational and system support to the Contact Centre business unit.
- Ensuring effective planning, workload strategies and forecasts to deliver mandate results and the desired member experience.
- Reporting at all levels including CEO and Board reporting
- Effective communication at all levels including business unit presentations, Executive and Head of business units.
- Management of regular IT and project system releases impacting on the Contact Centre
- Leading a team and Contact Centre through difficult cultural and operational challenges during 2016.
Team Leader
QSuper Limited
01.2011 - 12.2012
- Team and performance management across a variety of Contact Centre functions, including recruitment, reporting
- Implementation and delivery of new initiatives – provision of General Advice
- Employee nominated Leadership Award 2012
- Change management for the Member Centre restructure
Senior Information Officer
QSuper Limited
08.2009 - 01.2011
- Technical support and research, identification and management of incidents, escalations and complaint management.
- Motivation and coaching, providing and receiving feedback.
- 2010 People’s Choice Award Winner – peer nominated
- Australian Teleservices Award – 2011 Champion nominee
Information Officer
QSuper Limited
08.2008 - 08.2009
- Provide technical superannuation information to members both face to face and over the phone, coaching and mentoring new staff and recruitment
Customer Service Officer
Telstra Wholesale
04.2002 - 08.2008
- Specialised management of priority customers and direct contact with a large number of wholesale suppliers
Education
Diploma of Management -
Australian Institiute of Management
Brisbane QLD2013
Skills
- Practical change experience design, strategy and execution
- Communication and learning approaches
- People leadership and coaching
- PROSCI and agile change
- Member facing and operational change support
Accomplishments
- Highly successful change experience design and delivery of the development of Australian Retirement Trust's (ART's) new core values and purpose statement
- Rated exceptional for personal performance year on year
- Exceptional leadership culture survey results for team leadership and people management
- Delivery of a range of merger initiatives over 3 years pre and post QSuper and Sunsuper merger covering servicing, technology, legal and culture
Certification
- 2025 - ART Empower Leadership - Self, Others and Organisation
- 2023 – Business Agility Patterns and Anti-patterns – Sooner Safer Happier
- 2017 – Workforce Management – Mastery Certification, The Call Centre School
Timeline
Change Management Lead
Australian Retirement Trust
07.2023 - Current
Senior Change Manager
Australian Retirement Trust
11.2022 - 06.2023
Change Manager
QSuper Limited / Australian Retirement Trust
04.2018 - 11.2022
Contact Centre Services Manager
QSuper Limited
12.2012 - 04.2018
Team Leader
QSuper Limited
01.2011 - 12.2012
Senior Information Officer
QSuper Limited
08.2009 - 01.2011
Information Officer
QSuper Limited
08.2008 - 08.2009
Customer Service Officer
Telstra Wholesale
04.2002 - 08.2008
Diploma of Management -
Australian Institiute of Management
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