Maxine Henzel
White Rock,QLD
Summary
An educated and experienced person with a passion for the field of compliance Personally aims to provide effective quality and compliance services by completing quality and systems checks to ensure core performance functions are completed to an organizational; and contractual standard for the purpose of fulfilling all contractual requirements. Encouraging manager and analytical problem-solver with talents for team building, leading and motivating, as well as excellent customer relations aptitude and relationship-building skills. Proficient in using independent decision-making skills and sound judgment to positively impact company success. Dedicated to applying training, monitoring and morale-building abilities to enhance employee engagement and boost performance.
Overview
8
8
years of professional experience
Work History
PROGRAM SUPPORT MANAGER
MY PATHWAY
04.2022 - Current
- Completing both team leader and manager roles simultaneously
- Lead and manage team of 15 personnel
- Develop and implement strategic plans and performance strategies to increase business performance and revenue
- Coordinate CDP support services across 4 remote regions
- Maintain effective relationships with government departments and contractual supports to influence contractual policy and provide real stakeholder feedback and ideas
- Work with the operational teams and regional teams to develop and implement strategies to increase and maximise contract outcomes for our communities and the My Pathway group
- Develop and manage appropriate processes for developing accurate solutions in bridging identified gaps in process, service delivery, collection, and input of data to drive increased performance
- Ensure information is shared across both the Engagement and Employment Support team to ensure correct linkages are made
- Manage the timely collection of data that relates to the performance and achievement of contractual requirements
- Ensure all legislative requirements associated with data collection, monitoring and analysis are undertaken by responsible personnel to ensure compliance with Workplace Health and Safety, Privacy, and relevant Industrial Relations Laws
- Monitor input into the CDP system across the group to ensure quality and risk management and provide exemption reports and strategies to resolve systemic and individual deficiencies
PROGRAM SUPPORT TEAM LEADER
MY PATHWAY
03.2021 - 04.2022
- Lead Cairns based Engagement and Employment Support teams at up to 11 personnel using effective people management skills that ensure inclusivity, coaching and development of skills and knowledge
- Lead Engagement and Employment Support teams to proactively ensure high standard of customer service all processes, and systems are used in accordance with operational, cultural and compliance needs
- Establish, maintain and manage effective relationships with specialist regional and operational teams including Business Development Teams, Projects Teams, Regional and Workforce Development Managers, to identify opportunities and ensure effective and seamless service delivery
- Coordinate Engagement and Employment Support teams of My Pathway induction, initial training plans and professional development plans
- Provide on-the-job coaching to Engagement and Employment Support teams
- Recognise skills gaps within team and identify or develop internal and external professional development opportunities to bridge these gaps
- Prepare and conduct information and coaching sessions for all staff via on-line tools such as webinars and phone links; and coordinate staff travel for training purposes
- Monitor performance of staff and provide mentoring and intensive coaching where required to increase performance and understanding of the position
- Provide continued support, advice and coaching to regional teams on all levels of employment activities, projects, and systems compliance in the effort to fulfil operational, community, jobseeker and contractual needs in the application of best practice.
PROGRAM SUPPORT COMPLIANCE OFFICER
MY PATHWAY
07.2018 - 03.2021
- Conduct quality checks on CDP Case Management and In-Work Support to ensure that clients were receiving appropriate services and that My Pathway continued to meet Departmental requirements, completing up to 250 quality checks per month
- Conduct compliance checks in employment claims, vacancies, placements and activities to ensure contractual compliance requirements are met
- Develop and implement quality check processes for other business units within Program Support Team
- Development and implementation of tracking registers and monitoring registers now utilized by other business units within their day to day duties
- Provide support to other business unites using effective teamwork skills that ensure inclusivity, coaching and development of skills and knowledge
- Actively ensure all processes and systems are used in accordance with operational, cultural and compliance needs
- Lead through example of high performance to motivate and generate enthusiasm for innovation, exceeding targets and providing exceptional delivery of services
- Mentor, develop and coach talent to increase business performance and outcomes
- Assist in tracking of data to record trends for key performance areas
- Develop training modules, records and tools to assist in local and regional staff development
- Proactively report on emerging issues and/or potential risks to the business, present solutions/actions to mitigate risk
- Analyze and forecast function performance trends to alleviate potential risk to the business
- Maintain confidentiality and adherence to all organizational policies and procedures
- Manage the compliance effort to ensure operational, contractual and cultural protocols are met
CENTRE SUPPORT SPECIALIST
MY PATHWAY
09.2016 - 07.2018
- Working in the Community Development Program (CDP) my role is to provide continued support, advice and coaching to the company’s Regional teams to fulfil operational, community, jobseeker and contractual needs
- Provide continual improvement processes of CDP Guidelines and assist coaching of staff in the processes
- Mentor, coach and develop Employment Consultants by motivating and generating enthusiasm to provide exceptional delivery of services
- Monitoring each region CDP Noticeboard and providing support or coaching when needed
- Monitoring each region caseload to provide support around, No Future Appointments, Pending Job Plans, commencing Job seekers into Activities and scheduling Activity Diaries
- Conduct phone or face to face CDP Induction Training for new and existing Employment Consultants within the regions
- Participate in 6 monthly CDP Performance Reviews, Report Writing Process to Prime Minister and Cabinet
- Utilise Excel Spread sheet monitoring system to record all contacts with Employment Consultants and be able to interpret them into reports as needed by management
- Participate in Team meetings and take minutes as directed by Team Leader
SUB ROLE – Learning and Development Consultant
09.2016 - 07.2018
- Working 3 x roles at one time)
- Actioning new users in a timely manner
- Completing formal creation process in conjunction with secondary systems (Department of Employment IT systems)
- Notifying new users of their access to systems and training
- Working in conjunction with the Human Resources Department in relation to progress of new users
SUB ROLE – Health and Safety Representative
09.2016 - 07.2018
- Working 3 x roles at one time)
- The Health and Safety Representative is elected by their colleagues to support and represent health and safety matters with their employer, or they identified through an interview process with Workplace Safety Inspectors
- HSR’s also conduct tasks on behalf of the employer to ensure the Work Health and Safety obligations of the PCBU are fulfilled.
08.2015 - 09.2016
Skills
- Initiative-taker
- Accurate Documentation Preparation
- Interoffice Correspondence
- Scheduling and Coordinating
- Performance Tracking and Evaluations
- Business Analysis
- Team Relationships
- Program Management
- Departmental Support
- Continuous Improvement Process
Accomplishments
- AUS MINING PERSONNEL - Acknowledged as a Representative of the Swedish Consulate
- BREAKTHRU PEOPLE SOLUTIONS - Acknowledged and presented with a Breakthru People Solutions trophy for the one of the organization’s core values of resilience as a reflection of my work within the previous 12 months 2016
- MY PATHWAY, WORKPLACE HEALTH AND SAFETY REPRESENTATIVE. Elected by colleagues in this role, which is held in addition to the workers primary role. Representing workers in their workgroup in relation to health and safety matters. Completing monitoring and inspections to identify risks to health and safety
- MY PATHWAY 2016 quality improvement adviser - acknowledged (singularly) in a companywide newsletter in relation to my hard work and determination in assisted to have the My Pathway Jobactive contract nationally certificate against the Department of Employment’s Quality Assurance Framework
- MY PATHWAY 2018 centre support specialist - acknowledged and presented with a My Pathway trophy as a “Leading Learner” within the My Pathway organization 2019 program support compliance officer, my pathway
- MY PATHWAY - Received a Certificate of Nomination as a ‘Woman of the Year’ – inspiring colleagues going above and beyond to help build stronger communities
- UNDERTAKING FURTHER DEVELOPMENT 2022 - commenced completion of a Double Diploma in Leadership and Management and Quality Auditing
Timeline
PROGRAM SUPPORT MANAGER
MY PATHWAY
04.2022 - Current
PROGRAM SUPPORT TEAM LEADER
MY PATHWAY
03.2021 - 04.2022
PROGRAM SUPPORT COMPLIANCE OFFICER
MY PATHWAY
07.2018 - 03.2021
CENTRE SUPPORT SPECIALIST
MY PATHWAY
09.2016 - 07.2018
SUB ROLE – Learning and Development Consultant
09.2016 - 07.2018
SUB ROLE – Health and Safety Representative
09.2016 - 07.2018
08.2015 - 09.2016