Melissa Foster
Summary
Results-driven Senior Project Officer skilled in managing stakeholder relationships and making informed decisions. Demonstrates strong time management and communication skills to handle competing priorities effectively. Focuses on driving innovation and enhancing team performance for optimal outcomes. Dedicated to implementing solutions that enhance service delivery and positive customer outcomes.
Overview
3
3
years of professional experience
Work History
Senior Project Officer
Services Australia
09.2024 - Current
- Provide expert advice and technical expertise regarding Customer First, Customer Record, Process Direct and Customer Service Delivery Operating Models and maintain a well-developed understanding throughout the lifecycle of the project.
- Provide line management and supervision of Project Officers including building team capabilities, promoting a positive culture and an ‘all in this together’ mindset.
- Support Assistant Director with stakeholder engagement activities, developing reports and presentations.
- Work with independence, against established priorities, practices, and processes to deliver quality outcomes.
- Work with the Assistant Director to maintain visibility of all activities, seek guidance and feedback and escalate all issues or concerns in a timely manner.
- Lead the development of process maps, functionality maps and Detailed Business Requirement Specifications (DBRSs).
Program Support Manager
Services Australia
08.2024 - 09.2024
- Maintaining a balance of work on hand, claim KPMs and total outstanding claims to minimize delays to customer payments
- Maintaining processing performance for high-risk activities (Crisis Payment, Urgent Claims)
- Maintaining processing performance for associated non-new claim activities
- Manage effective working relationships with internal and external stakeholders
- Implement strategies and initiatives to improvement performance and productivity through innovation
- Overtime management responsibilities
Program Support Officer
Services Australia
09.2022 - 02.2023
- Process Direct Strategy, Operations and Automation Team Business Process and Knowledge Management Branch
- Conducting Health Checks on workflows and screens being implemented in Process Direct to ensure they are fit for use.
- Analysis on Process Direct work items reported to the EL1
- Provide recommendations to the EL1 on Process Direct workflows and screens to be implemented for a National Rollout
- Work alongside APS6 to support Process Direct work item to Pilot stage.
- Work with stakeholders and business owners to provide analysis and feedback on Health Check, Pilots and Operation Blueprints.
- Reviewing and providing feedback on formal communication and training packages
- Reviewing and providing feedback on Process Direct navigation within Operational Blueprints.
Skills
- Project management
- Stakeholder engagement
- Data analysis
- Effective communication
- Change management
- Critical thinking
- Analytical skills
- Adaptability and flexibility
Timeline
Senior Project Officer
Services Australia
09.2024 - Current
Program Support Manager
Services Australia
08.2024 - 09.2024
Program Support Officer
Services Australia
09.2022 - 02.2023
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