Luke Gledhill
Highton,VIC
Summary
Results-driven Learning and Development Director known for high productivity levels and efficient task completion. Specialized in curriculum design, employee training methodologies, and leadership development programs. Excel in communication, strategic planning, and adaptability, ensuring seamless implementation of educational strategies and fostering professional growth across organizations. Coffee Enthusiast
Overview
9
9
years of professional experience
Work History
Director, NDIA Frontline Learning and Capability
NDIA
08.2024 - Current
- Leading a large geographically dispersed Multidisciplinary L&D Team within the NDIA responsible for design and delivery of learning programs most notably National New Starter Induction Program for frontline Agency Staff and Partners in the Community across various subjects, Agency Initiatives, Scheme Reforms and Government responses
- Key Achievements – Lead Concept, Scoping, Design and Deployment strategies for Getting the NDIS Back on Track Legislative response training delivered from multiple bespoke L&D teams in the Agency to a frontline workforce of 13000 staff within a 6-week period to meet all business and staff readiness targets
- Workstream Lead for Frontline of the Future Learning Pathways responsible for design and deployment of a revitalized holistic onboarding training to increase productivity and staff retention along with providing tools for Team Leaders to actively support new and existing staff through implementation of the Service Delivery Performance Framework
Assistant Director, EL1 Debt Improvement and Modernisation
NDIA
05.2019 - Current
- Lead a virtual team focused on combining new and existing intelligence to drive effective recovery outcomes
- Through analysis, strategic planning and implementation facilitate the Debt Improvement Program to enhance the way the department looks at debt recovery delivering better outcomes for the branch along with increased customer experience
- Key achievements - Implemented strategies post “Robodebt” that increased debt collection and reduction to the legacy debt book that were ethical, legal , and customer centric with resultant outcomes of increased customer satisfaction
Director, NDIA Network Support – PMQ
NDIA
05.2023 - 09.2023
- Leading a multi-disciplinary team responsible for provision of Systems Access across CRM and PACE (Salesforce) for 10000 frontline staff and partners
- Responsible for update and maintenance of the Instrument of Delegation for Participant Plan Values and associated changes to manage workforce workloads and throughput
- Lead on Office of the Commonwealth Ombudsman Relationship across various formal requests for Information, investigations and key contact for ANAO investigations into controls on Planner Access and permissions
Assistant Director, NDIA PM&Q Learning
NDIA
10.2020 - 05.2023
- Created, designed and implemented the CI Connect Program
- The program is supported by the Agency Continuous Improvement methodology including a risk-based matrix to identify new topics for learning solution design that complies with requirements of the ANAO
- The program is deployed to 7500 staff on a varied schedule from Monthly to Quarterly and has seen learners who complete the learning experience increase their accuracy and quality in decision making and sustain that performance for period of up to 6 months before requiring refresher training
- Key Achievements Design Lead accountable for a Multi-Disciplinary Instructional Design team delivering End to end deployment of over 18 months of learning and development artifacts to support migration from Legacy CRM to new Business platform (Salesforce)
- Learning suite comprised of multiple iterations of 17 eLearning and 9 different Facilitated Programs featuring environmental simulations tested through successful Pilot and subsequent National Expansion enabling capability uplift of 12500 frontline work force
Assistant Director, NDIA Quality Assurance VIC TAS
NDIA
11.2019 - 10.2020
- Lead a virtual team providing end to end quality audit activities to create opportunities to influence and provide solutions to systemic issues impacting participant experience and sustainability
- Lead a geographically spread team through COVID 19 disruption and working from home whilst managing workload and business requirements successfully
Senior Business Process Officer/ Analyst, APS6 Debt Modernisation
NDIA
08.2018 - 05.2019
- Provide support to the reduction of legacy debt through effective treatment of the Debt Book
- Focus on process redesign and customer segmentation to increase propensity and capacity to pay back debt through treatment pathways
- Ensuring debt related functions are fairly and equitably applied to current and non-current customers
- Focus on improvements through automation and innovation
- Key Achievements Design and implementation of an AI based “Virtual Assistant” to deliver easily accessible technical advice to the frontline workforce to interpret complex policy that increased decision making quality and decreased investigation wait and completion times
Performance Quality Manager, APS6
Ballarat & Bendigo Smart Centre
11.2017 - 08.2018
- Provide support to Exec Leadership and Team leaders regarding data validation and analysis into performance
- Data and expectation
- Identify outliers and emerging quality trends
- Provide Line management to specialised business operations both on site and virtual
- Key Achievements Created a set of holistic data mining and reporting tools for the executive that enabled meaningful performance conversations with staff – Resultant outcome was the Smart Centre increasing performance from last to first in the Division and the tools being adopted across the entire Smart Centre Network and a best practice approach
Service Support Officer, APS5
Ballarat & Bendigo Smart Centre
03.2017 - 11.2017
- Provided technical and procedural advice to Service Officers, Technical Peer Support Officers (TPSs) and Leadership staff in Call Centre environment
- Collaborate with leadership team to develop and implement strategies to identify learning opportunities and address quality performance issues
- Secondary Site point of contact for workload manager enquiries
Portfolio Operations, Program Manager APS6
03.2016 - 03.2017
- Provide program assurance management of Advance Payments, Bereavement, Concession Cards, Energy Supplement, Nominees, Rent Assistance (RA), Staff as Customers Line, Urgent Payments, Member of a Couple Assessment (MOCA), State Trustees, eAccess, Early Release of Superannuation, Online Services Support, and myGov focusing on People, Place and Performance
- Monitor workload performance, demand and staffing levels to investigate and identify trends/opportunities to implement best practices and timely completion of customer enquiries improving departmental outcomes
- Conduit between programme areas, footprint and business support, and Channel Operations
Cross Programmes, Program Manager APS6
09.2015 - 03.2016
- Provide program assurance management of Rent Assistance, Member of a Couple Assessments, Nominees, State Trustees, Staff as Customers and Bereavement enquiries for DHS Centrelink Channel
- Monitor workload performance, demand and staffing levels to investigate and identify trends/opportunities to implement best practices and timely completion of customer enquiries improving departmental outcomes
- Provide detailed reporting and analysis to the Remote and Abstudy Branch regarding Indigenous queue performance
- Monitor daily queue performance, demand and staffing levels to investigate and identify trends/opportunities to assist with the implementation of the Indigenous & Remote Smart Centre
Education
Articulate 360 Advanced Diploma -
06.2022
Storyline Advanced Diploma -
06.2022
Diploma of Project Management -
Plenty Training
01.2016
Diploma of Government - Complex communication, Leadership
Skills
- Logistics Management
- Staff Development
- Project Coordination
- Operations Management
- Business Development
- End-to-End Learning Design
- Diversity and Inclusion
- Creative Solution Development
- Needs Assessment
- Learning Management Systems
- Job Skill Building
- Strategic Planning
- Change Management
- Training Program Development
References
Available upon request.
Awards
2018, General Manager’s Significant Achievement, Award for Inspirational leadership. Created a set of holistic data and reporting tools to enable site and network leaders to use data driven insights in coaching conversations that increased quality, productivity and staff satisfaction whilst reducing average speed of answer to within target for the division.
Professional Development
- Articulate 360 Advanced Diploma, 06/01/22
- Storyline Advanced Diploma, 06/01/22
- Baseline Security Clearance, 09/01/18
- Agile Fundamentals Certification, 01/01/18, Brisbane
- Zoom Data Certification, 01/01/18, Canberra
- DHS Inbound Programme, 01/01/16, Caroline Chisholm Centre
- DHS Modelling (BPMN & ARIS), 01/01/15, Business Process Management Centre
- Ministerial Writing, 01/01/14, Caroline Chisolm Centre
- Introduction to Project Management Workshop, 01/01/14, (NSO) Operational Capability Team
- Advanced Writing for DHS, 01/01/14, Ballarat Service Centre
- Microsoft Excel Advanced, 01/01/13, Raising the Bar Institute
- Microsoft Excel Intermediate, 01/01/13, Raising the Bar Institute
- Research and Analysis in Government, 01/01/12, Bendigo Smart Centre
- Leading Bold Change, 01/01/09, Bendigo Smart Centre
- Operational Leadership Program, 01/01/09, Bendigo Smart Centre
Timeline
Director, NDIA Frontline Learning and Capability
NDIA
08.2024 - Current
Director, NDIA Network Support – PMQ
NDIA
05.2023 - 09.2023
Assistant Director, NDIA PM&Q Learning
NDIA
10.2020 - 05.2023
Assistant Director, NDIA Quality Assurance VIC TAS
NDIA
11.2019 - 10.2020
Assistant Director, EL1 Debt Improvement and Modernisation
NDIA
05.2019 - Current
Senior Business Process Officer/ Analyst, APS6 Debt Modernisation
NDIA
08.2018 - 05.2019
Performance Quality Manager, APS6
Ballarat & Bendigo Smart Centre
11.2017 - 08.2018
Service Support Officer, APS5
Ballarat & Bendigo Smart Centre
03.2017 - 11.2017
Portfolio Operations, Program Manager APS6
03.2016 - 03.2017
Cross Programmes, Program Manager APS6
09.2015 - 03.2016
Articulate 360 Advanced Diploma -
Storyline Advanced Diploma -
Diploma of Project Management -
Plenty Training
Diploma of Government - Complex communication, Leadership
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