Mandy Keygan
Hobart,TAS
Summary
People-oriented Team Leader with expertise in monitoring performance, delegating work and motivating team members. Proven, extensive experience, in State Government executive and contract administration, project and stakeholder management. Collaborative and resourceful professional, dedicated to delivering quality customer service.
Overview
12
12
years of professional experience
1
1
Certification
Work History
A/Team Leader, Admin and Customer Support
State Roads
Hobart, TAS
07.2025 - Current
- Undertake the day-to-day management of the Administrative Support team including supervising team members, allocating and prioritising tasks, managing performance, leave and employee development and driving a positive team culture.
- Oversee and support administrative activities undertaken by the team.
- Contract administration of the state road, bridge, and traffic signal call center, including relationship management.
- Prepare written material for internal and external stakeholders.
- Act as an escalation point for complex telephone calls from the public.
- Maintain administrative support processes and associated resources with a continuous improvement focus.
Senior Administration Officer
State Roads
Hobart, TAS
01.2022 - 07.2025
- Respectful and responsive internal and external administrative customer service.
- Administration of claims for damage incurred on the state road network, following approved processes.
- Reviewing and updating the team’s customer service toolkit.
- Providing guidance to Administrative Officers in Hobart to process complex or escalated issues.
- Completion of a variety of induction and separation activities.
- Regular review of team resources, processes, and intranet content, with a view to continuous improvement.
- Monitor the performance of State Roads’ contracted call center provider, including providing feedback on quality assurance and performance issues.
- Participate in change management activities.
- Reconcile invoices and process them for payment.
- Collate and analyse call statistics.
- Contribute to the review of team processes, resources and intranet content.
- Lead administrative business improvement projects, including developing and implementing project plans.
Executive Assistant to the Project Director
Bridgewater Bridge Project
Hobart, TAS
09.2020 - 01.2022
- Coordinate the executive functions of the project team to support the completion of key project team objectives, timelines, and ensure the efficient functioning of day-to-day operations.
- Develop and implement appropriate office administration policies and procedures, particularly related to procurement and tendering for the project.
- Act as a conduit between the Project Team and internal and external stakeholders to facilitate the communication flow.
- Schedule appointments for the project team with internal and external stakeholders, and tenderers.
- Track and report on actual project expenditure, and projected project expenditure for the tender phase of the project.
- Conduct research on various topics, as requested by the project team.
- Book catering, venue, and travel for procurement and project planning events hosted by the Project Team.
- Reconcile project team invoices, and process for payment.
- Prepare reports, presentations, agendas, minutes, and other documents as needed by the project team.
- Develop effective filing systems for easy retrieval of information when needed.
- Monitor inventory levels of office supplies and place orders when necessary.
- Monitor and triage incoming emails for the Project Director and respond accordingly in a timely manner.
Executive Assistant to Deputy Secretary
Treasury
Hobart, TAS
09.2019 - 08.2020
- Maintain confidential records and files related to executive operations.
- Organise and manage the calendar of appointments for three Deputy Secretaries.
- Facilitate communication between senior management and staff, including between departments in state government.
- Monitor and triage incoming emails, ministerial documentation, and correspondence on behalf of the Deputy Secretaries, and respond accordingly in a timely manner.
- Monitor inventory levels of office supplies, and place orders when necessary.
- Ensure that all relevant paperwork for Executive Meetings is completed accurately prior to submission for approval, including agendas, minutes, and other documents as requested by the Deputy Secretaries.
- Conduct research on various topics, as requested by executives or senior management.
- Schedule and arrange travel and hotel reservations for meetings, conferences, and seminars, including monthly reconciliation of related credit card expenditure.
Senior Project Officer, Stakeholder Framework
State Roads
Hobart, TAS
06.2019 - 09.2019
- Develop and deliver a project plan with recommendations on how to embed the use of the Stakeholder Engagement Framework into division and consultant work practices.
- Review tools, templates, guidelines and processes, with a view to making recommendations on how to support effective and efficient stakeholder engagement activities, as guided by the Framework.
- Manage the customisation of the Consultation Manager System used to record and report on stakeholder engagement activities, including how
to maximise the benefits from this system.
Senior Project Officer, Stakeholder Communications
State Roads
12.2018 - 06.2019
- Supervise and performance-manage three staff members.
- Develop and implement stakeholder engagement plans for road projects including the preparation of brochures, letters, emails, web updates, radio advertisements and public notices.
- Undertake research and assess the risks associated with stakeholder issues related to road projects.
- Provide advice and support to road project managers and senior management on stakeholder engagement issues.
- Liaise with a variety of internal and external stakeholders regarding road projects.
- Monitor and report on the progress of stakeholder engagement activities associated with various road projects.
- Plan and implement advice to stakeholders relating to road emergency events.
- 6 Month fixed-term contract - part-time (4 days)
Contracts and Projects Administrative Support Officer
TMD, Premier and Cabinet
06.2018 - 12.2018
- Conduct research and analyse data to support the procurement and monitoring of suppliers.
- Manage and administer contract management databases and records management systems to ensure quality assurance, audit, and reporting processes related to TMD procurements and activities.
- Create and manage procurement documentation, including collating data, completing templates, monitoring timelines, and following up on activities.
- Support consultation activities with TMD’s stakeholders, including agencies, eligible purchasers, other jurisdictions, suppliers, and industry organisations about ICT procurement and delivery issues.
- Coordinate customer and supplier reviews, workshops, and related events.
- Create, support, and maintain activity management, project, and contract registers, and other quality assurance processes.
- Minute-taking for performance management meetings and workshops.
- Mailbox management, including triage and issue resolution.
Senior Administrative Officer, Support Services
State Roads
10.2017 - 06.2018
- Provide high-level customer and client service as the first point of contact for the Division, relating to a variety of general inquiries.
- Administer the Division’s agreement with the Australian Road Research Branch and Austroads.
- Compile documentation in relation to 'Right to Information Requests.'
- Review team processes to identify improvement opportunities, implement new processes, and maintain various divisional registers.
- Provide high-level relief executive support to the General Manager, State Roads Division.
- Quality assurance checks of all ministerial correspondence, organisation of meetings, catering requirements, seminar arrangements, and travel arrangements.
- Co-ordinate and monitor the flow of information for the Division, including internal and general correspondence, and register external correspondence into the central records system.
Projects Coordinator
26TEN, Department of Education
02.2017 - 10.2017
- Provide high-level customer and client service as the first point of contact for 26TEN, relating to a variety of general inquiries.
- Coordinate 26TEN events.
- Plan and implement Facebook posts for the 26TEN Facebook page.
- Review and update the content on the 26TEN webpage.
- Coordinate and distribute the 26TEN regular newsletter.
- Maintain the 26TEN contact register for members and supporters.
- Recruit 26TEN members, and develop partnership agreements.
- Maintain stocks of 26TEN publications and materials.
- Mailbox management, including triage and issue resolution.
Acting Senior Project Officer, Stakeholder Communications
State Roads
08.2013 - 02.2017
- Develop and implement stakeholder engagement plans for road projects including the preparation of brochures, letters, emails, web updates, radio advertisements and public notices.
- Undertake research and assess the risks associated with stakeholder issues related to road projects.
- Facilitate meetings and workshops with stakeholders relating to road projects.
- Provide advice and support to road project managers and senior management on stakeholder engagement issues.
- Liaise with a variety of internal and external stakeholders regarding road projects.
- Monitor and report on the progress of stakeholder engagement activities associated with various road projects.
- Plan and implement advice to stakeholders relating to road emergency events.
- Plan and implement road opening and media events.
Education
Diploma - Project Management
The Tasmanian Skills Institute
01.2013
Office Administration Traineeship -
Launceston College of TAFE
01.1992
Higher School Certificate -
Launceston College
01.1991
Skills
- Executive administration: provided executive support to senior management and executive boards within the Tasmanian government, preparing confidential documents and reports, coordinating complex information, and minute-taking
- Team management: Coordinated, supported, performance-managed, and motivated team members to deliver team tasks
- Contract administration: Interpreted and applied contract terms and conditions, assessed contract risks, fostered good contract working relationships, and performance managed various Tasmanian Government contracts
- Customer service: Identified customer needs, designed and delivered reliable and responsive service to meet customer needs, actively seeking feedback
- Project management: Developed and delivered complex projects within the Tasmanian government
- Research: Well-developed investigative and research skills, contributing to the development and delivery of various Tasmanian Government projects
- Communications and stakeholder engagement: Developed and implemented consultation and communication strategies for various Tasmanian government projects, including event management
Certification
- Manager Essentials Program: June - December 2025 (Tasmanian Training Consortium)
- Aboriginal Cultural Respect Training: November 2024 (Tasmanian Training Consortium)
- Managing Difficult Conversations: October 2024 (The Knowledge Academy)
- Data @ work in the Public Sector: April 2024 (Tasmanian Training Consortium)
- Minutes and Agenda Made Easy: August 2022 (Tasmanian Training Consortium)
- Mentors in Violence Prevention Program: May 2022 (Women's Health Tasmania)
- New Supervisor: June 2022 (Tasmanian Training Consortium)
- Working with Challenging Customers and Situations: May 2022 (Tasmanian Training Consortium)
References
- Ben Moloney, Project Director, New Bridgewater Bridge Project, Dept of State Growth. Email: ben.moloney@stategrowth.tas.gov.au. Phone: 0419 320 682
- Karyn Crew, Executive Officer, Administrative and Support Services (retired), Dept of State Growth. Email: karyncrewhobart@gmail.com. Phone: 0402 105 881
Timeline
A/Team Leader, Admin and Customer Support
State Roads
07.2025 - Current
Senior Administration Officer
State Roads
01.2022 - 07.2025
Executive Assistant to the Project Director
Bridgewater Bridge Project
09.2020 - 01.2022
Executive Assistant to Deputy Secretary
Treasury
09.2019 - 08.2020
Senior Project Officer, Stakeholder Framework
State Roads
06.2019 - 09.2019
Senior Project Officer, Stakeholder Communications
State Roads
12.2018 - 06.2019
Contracts and Projects Administrative Support Officer
TMD, Premier and Cabinet
06.2018 - 12.2018
Senior Administrative Officer, Support Services
State Roads
10.2017 - 06.2018
Projects Coordinator
26TEN, Department of Education
02.2017 - 10.2017
Acting Senior Project Officer, Stakeholder Communications
State Roads
08.2013 - 02.2017
Diploma - Project Management
The Tasmanian Skills Institute
Office Administration Traineeship -
Launceston College of TAFE
Higher School Certificate -
Launceston College
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