Mathew Simons
Sydney,Australia
Summary
Dynamic operations leader with a proven track record at Dokotela, enhancing patient experience through AI-driven solutions and data analytics. Expert in process improvement and relationship building, achieving a 37% increase in conversion rates. Skilled in governance and compliance, fostering a culture of excellence and engagement among teams.
Overview
19
19
years of professional experience
Work History
Head of Operations
Dokotela
Bondi Junction, Australia
03.2025 - Current
- Directed operational strategies, boosting patient experience through workflow automation and digital integration.
- Implemented AI-assisted transcription and automated quality-assurance, enhancing clinical oversight and freeing resources.
- Developed data-driven reporting systems for real-time monitoring and informed decision-making.
- Increased employee engagement scores from +34 to +67 by fostering staff involvement and recognizing achievements.
- Established automated NPS and CSAT systems with sentiment scoring for actionable insights into service improvements.
- Enhanced workforce capability with a knowledge-management framework and leadership-focused learning modules.
- Strengthened compliance frameworks by rolling out online training modules and formulating governance policies.
- Cultivated stakeholder relationships, achieving a 37% increase in conversion rates and business targets.
Service Operations Consultant
Healthdirect Australia
Haymarket, Australia
11.2024 - 03.2025
- Streamlined platform-based service operations, improving efficiency for national services.
- Managed communication methods and established governance frameworks to enhance operational effectiveness.
- Introduced revised workflows that saved time and resources for Healthdirect Helpline and GP Helpline.
- Provided strategic advice to senior management, guiding operational plan development.
General Manager Operations
Healthdirect Australia
Haymarket, Australia
08.2019 - 09.2024
- Directed delivery of outsourced contact center services for national programs, managing over 2 million consumer interactions annually.
- Achieved key performance indicators through strategic supplier engagement, reducing operational costs by 6% via contract consolidation.
- Spearheaded centralization of technology platforms, implementing Speech Analytics and SMS/Email functionalities.
- Maintained high team retention rates through effective leadership and sponsorship of a new competency framework.
- Negotiated multiple funding agreements with government entities, including a $160M two-year agreement with the Commonwealth Department of Health.
- Collaborated with cross-functional teams in procurement activities to source and secure vendors effectively.
- Produced reports, Board briefing papers, and Business Cases to maintain high visibility at Board and Executive Level.
- Increased workforce retention during 10-day induction period by 40% through transition of capability model to Learning Management System.
Program Manager
Healthdirect Australia
Haymarket, Australia
05.2017 - 08.2019
- Managed data analysis for Innovation and Gateway Services, emphasizing nationally funded programs such as My Aged Care.
- Supervised a Contact Centre handling over 150,000 calls monthly, ensuring quality and policy adaptability.
- Implemented process enhancements through contact volume forecasting, achieving significant cost savings.
- Oversaw Customer Experience Surveys and Net Promoter Score content, driving continuous improvement initiatives.
- Facilitated governance meetings on Contact Centre performance and contract renewals, optimizing engagement with stakeholders.
- Engaged extensively with stakeholders to tailor meeting styles and reporting content for enhanced effectiveness.
- Managed relationships with outsource partners while conducting daily performance analyses and reviews.
- Focused on improving My Aged Care gateway and platform through targeted stakeholder collaboration.
Outsource Partner Manager
REST Industry Super
Sydney, Australia
06.2014 - 10.2016
- I established and nurtured effective relationships with outsourced providers, including life insurers, administrators, lawyers, and consultancies, ensuring smooth collaboration and performance.
- I conducted thorough analyses of raw data and process mapping to pinpoint areas for improvement that benefited both the fund and its members.
- Utilising LEAN and Agile methodologies, including KANBAN, I prioritised work and monitored progress as a business/product owner.
- I engaged with key stakeholders to assess and quantify the benefits of process initiatives, presenting findings to senior leadership to support informed decision-making.
- I enhanced operational reporting effectiveness and identified opportunities for process streamlining to maximise productivity.
- Launched an NPS survey program, achieving a significant improvement in the NPS score from -26 to -2 through feedback-driven updates.
- Reduced long claim cycle times by 15 days, yielding savings of $120,000 annually, and led a strategic AGILE Claims Transformation project, managing a team of 16 business analysts and project managers, resulting in a 40% reduction in member effort and faster claim lodging times.
Quality & Customer Experience Manager
World Nomads Group
Sydney, Australia
04.2012 - 05.2014
- As the Quality and Customer Experience Manager, I devised and managed a comprehensive quality assurance plan for the internal claims department, focusing on enhancing customer experience.
- I reviewed and acted on feedback from post-claim surveys to identify pain points and drive process improvements.
- I cultivated effective internal relationships and collaborated with process owners to ensure operational efficiency and promptly address issues.
- Executed call monitoring, file audits, and communication reviews to ensure adherence to regulatory requirements and identify areas for process enhancement.
- Initiated and led process improvement initiatives based on audit findings and customer feedback.
- Presented Quality and Customer Experience results to both internal and external stakeholders, including brand managers, to communicate performance and identify development areas.
- Generated monthly reports and dashboards to reflect departmental status and highlight key development areas to meet customer expectations.
- Authored and maintained Policy and Procedure documents to ensure business continuity and ensure that staff had access to current approved practices.
- Led regular calibration sessions to discuss quality results and ensure a consistent approach to evaluating staff performance and KPIs.
- Additionally, I was actively engaged in the re-development of claims-related documents, such as forms and standard letters, to meet compliance requirements and enhance customer experience.
Risk and Compliance Analyst
GE Capital (Insurance Services)
Sydney, Australia
07.2009 - 07.2012
- As a Risk and Compliance Analyst, I played a pivotal role in enhancing the organisation's compliance processes.
- By thoroughly assessing existing procedures, I identified areas for improvement and implemented effective changes.
- These enhancements not only ensured better adherence to legal and regulatory requirements but also streamlined operations, mitigating the risk of non-compliance.
- I adopted a proactive approach to monitoring compliance, which helped the Insurance Services division stay ahead of potential issues.
- Through regular audits and reviews, I ensured that all departments followed updated policies and procedures, maintaining the organisation's integrity and reputation.
- Additionally, I developed and updated compliance policies, making them more robust and easier for employees and call agents to follow, which was reflected by facilitating training and educating staff on these new policies, fostering a culture of compliance.
- Oversaw incident management by investigating compliance breaches and implementing corrective actions, minimising the impact of these incidents and preventing future occurrences.
Insurance Claims Team Leader
GE Capital (Insurance Services)
Sydney, Australia
03.2007 - 07.2009
- During my tenure as an Insurance Claims Team Leader, I supervised the claims process, managing a team of 10 claims assessors to ensure efficient and accurate claims processing.
- I addressed escalated customer issues, maintained quality control, and ensured compliance with company policies.
- Prepared reports on claims activities, collaborating with other departments, and implemented continuous improvements to enhance efficiency and customer satisfaction.
Education
High School Diploma -
Robert Townson
11-2001
Skills
- Consultancy
- Budget Management
- Strategic Alignment
- Data Analysis
- Process Improvement
- Governance
- Reporting Systems
- KANBAN
- Risk Management
- General Management
- Service Performance
- Digital Tools
- Agile Methodologies
- Quality Assurance
- Compliance
- Efficienc
- Relationship Building
- Training
- Negotiation
- Mentoring
Timeline
Head of Operations
Dokotela
03.2025 - Current
Service Operations Consultant
Healthdirect Australia
11.2024 - 03.2025
General Manager Operations
Healthdirect Australia
08.2019 - 09.2024
Program Manager
Healthdirect Australia
05.2017 - 08.2019
Outsource Partner Manager
REST Industry Super
06.2014 - 10.2016
Quality & Customer Experience Manager
World Nomads Group
04.2012 - 05.2014
Risk and Compliance Analyst
GE Capital (Insurance Services)
07.2009 - 07.2012
Insurance Claims Team Leader
GE Capital (Insurance Services)
03.2007 - 07.2009
High School Diploma -
Robert Townson