Melissa McBurney
Thirlmere
Summary
Over 20 years of experience in Sydney Water, specialising in support for Customer Experience teams and collaboration with leadership to implement HR processes that drive business success. Recognised for achieving results while building strong relationships across all organisational levels. Proven expertise in Human Resource Management and Employee Relations, consistently addressing critical business needs with an organised and transparent approach. Committed to safety and well-being, leveraging knowledge and skills to foster a positive work environment aligned with Sydney Water values.
Overview
10
10
years of professional experience
1
1
Certification
Work History
Maintenance Lead
Sydney Water
07.2022 - Current
- Managed dynamic 24/7 teams comprising up to 80 employees across Sydney Water's operational area.
- Responsible for leading field based team responsible for the provision of consistent, reliable, high-quality water, wastewater, stormwater and recycled water services in a safe, customer centric, environmentally responsible and cost-effective manner.
- Conducted regular performance reviews for staff members, providing constructive feedback to foster professional growth and development opportunities.
- Collaborated closely with other departments to enhance cross-functional operations focused on improving overall efficiency and utilisation while prioritising delivery of Network Maintenance Work plan.
- Optimised team productivity and efficiency by directing impactful roster upgrades, securing continuous 24/7 coverage.
- Promoted a culture of continuous improvement by encouraging employee suggestions and feedback.
- Supported new-hire orientation processes through effective communication of performance expectations regarding safety practices, policies, procedures specific to the Maintenance department.
- Supervised priorities and acted as liaison between maintenance teams and stakeholders, negotiating task focus to secure delivery of work plan while maintaining high standards of customer service.
- Launched refined training strategies for maintenance employees to uphold compliance and maintain a safe work environment.
- Implemented new training structure for staff, leading to higher employee retention rates and better overall performance.
Networks Team Leader
Sydney Water
03.2021 - 07.2022
- Provided effective leadership across Networks by leading a field based team responsible for the provision of consistent, reliable, high-quality water, wastewater, stormwater and recycled water services in a safe, customer centric, environmentally responsible and cost-effective manner.
- Enhanced delivery of operations and maintenance productivity, prioritising safety and relationship management within team dynamics, cultivating high-performance culture and fulfilling customer expectations.
- Coached team to develop skills ensuring a skilled team to provide effective response 24/7.
- Coordinated resources and equipment to help employees meet daily targets.
- Engaged in continuous improvement activities to enhance team performance and productivity.
- Collaborated with team to encourage open sharing of ideas and solutions.
- Encouraged open communication and team engagement to improve employee morale.
- Initiated and designed comprehensive onboarding and induction schedule to maintain ongoing talent pipeline for Network Maintenance Field Resources
- Prevented or resolved conflict before escalation to build stronger team.
- Guided employees in handling difficult or complex problems or resolving escalated complaints or disputes.
- Identified and resolved issues promptly to prevent delays to ensure customer outcomes were met.
- Completed projects within time constraints by effectively managing schedules and allocating resources.
People & Culture Specialist
Sydney Water
02.2016 - 02.2020
- Partnered with divisional and business unit leadership teams to support the delivery of divisional and corporate strategies and initiatives.
- Ensured effective execution of HR processes and policies by building people manager capability
- Improve business outcomes by delivering effective change management through
- Influence business decisions by providing specialist HR advice
- Develop and maintain effective relationships with divisional managers and employees
- Foster a high-performance culture through role clarity, contribution, feedback and transformational leadership practices
- Trusted advisor that supports and enables delivery of customer and business outcomes Build line manager capability and accountability through business partnering, coaching and mentoring
- Support the implementation of the Sydney Water Workforce Strategy Partner with leadership teams to deliver corporate and divisional people initiatives and ensure people impacts are considered as part of business plans and initiatives
- Integrate all areas of People & Culture expertise, driving the People & Culture model in the business and providing business insight to Centres of Excellence and Business Centre
- Advocate for People & Culture strategy, programs and policies within the business
- Contribute to continuous improvement of P&C programs, policies and procedures
- Provide input to P&C Business Partner into divisional workforce plans as well as people management policies and processes that integrate business direction & issues and P&C priorities
- Provide guidance and input on business unit restructures, talent management, workforce planning and succession planning
HR Generalist
Sydney Water
07.2015 - 01.2016
- Provided business partnering to divisional business unit management teams, deliver generalist HR support and advice to divisional managers and employees, ensure effective execution of core HR policies and processes, facilitate change management, and provide specialist HR advice to assist the delivery of business outcomes.
- Ensured effective execution of HR processes and policies by building people manager capability
- Improved business outcomes by delivering effective change management
- Influenced business decisions by providing specialist HR advice
- Developed and maintain effective relationships with divisional managers, employees and unions.
- Analysed industry best practices, structural options, roles, and responsibilities to establish alignment with market and industry trends.
- Assisted with improving and realigning HR training programs based on feedback, observations and current industry trends.
- Used exceptional HR knowledge and abilities to meet needs of personnel across different departments.
- Updated HRIS database with current employee, position and compensation information.
- Assisted HR department in completing terminations and resignations with associated separation and severance agreements.
- Planned and implemented recruitment plans to bring in and hire well-qualified candidates.
- Helped manage union relations and satisfy demands set forth in collective bargaining agreements.
- Managed the onboarding of new employees, including processing paperwork, conducting orientations and providing information such as benefits, corporate business plans, behaviours and values
Education
Cert IV - Business Administration
TAFE NSW
Sydney, NSW12.2012
High School Certificate - English, Math, Community & Family Studies, Society & Culture, Ancient History
Picnic Point High School
Sydney, NSW10.2004
Skills
- Developing high performance culture to deliver customer & safety outcomes
- Use of personal impact, effectiveness and ability to influence others within Customer
- Delivery and across the Organisation
- Coaching and mentoring teams and individuals
- Insight and analytical skills
- Communication skills
- People engagement and development
- Conflict management
- Problem solving
- Commercial awareness
- Strategic and forward thinking
- Build and ensure capability maintaining an adaptive and flexible workforce
- Building cohesive teams
- Change management
- Manage complex union relationships
Accomplishments
- Spearheaded the initiation and successful execution of the Network Maintenance Production Employee Role Review, encompassing the development of new position descriptions, enhancement of operational methodologies, integration with existing competency programs, and revision of longstanding clauses within the Enterprise Agreement.
- Managed complex IR/ER issues drawing from my experience, strategic thinking and whole of business focus.
- Positively influenced diversity and inclusion targets by successfully recruiting, inducting and onboarding female representation on the front-line and in frontline leadership positions.
- Developed and successfully implemented Networks Production Employee ATO Early Retirement Scheme.
- Successful implementation of the Customer Delivery Operating Model achieving Civil Operating Model (COM) and Customer Operations Hub (COH/TOM) objectives implementing optimal structures and effective role design.
- Successful integration of the Operations and Maintenance Divisions.
- Successful implementation of the Service Delivery Operating Model.
- Completed a comprehensive review of the Networks Business and assisted in refining the group structure to improve efficiency and effectiveness.
- Improved communications and overall relationship with Union Delegates and Organisers.
- Created and implemented a new business induction program for Networks Team Leaders.
- Created and implemented a 24/7 roster to meet HVNL and Sydney Waters Fatigue Management Policy.
- Supported environmental performance improvement by reviewing roles and assuring role clarity and quality job design, capability gap analysis and corresponding training plans, workforce capability review, support business unit managers with recruitment and selection processes.
Certification
- Leadership Framework - PeopleFit Australia
- Lifestyles Inventory (LSI) and Group Styles Inventory (GSI) Accredited practitioner – Human Synergistics
- Everything DiSC accreditation
- Five Behaviours Accreditation
- Sydney Water Culture Coach
- Leading at the Frontline
- Leading Change
- Mediation and Conflict Management
- OHS Construction Induction Training
- Writing Skills – Getting to the point
- Influence and Negotiation skills
Timeline
Maintenance Lead
Sydney Water
07.2022 - Current
Networks Team Leader
Sydney Water
03.2021 - 07.2022
People & Culture Specialist
Sydney Water
02.2016 - 02.2020
HR Generalist
Sydney Water
07.2015 - 01.2016
High School Certificate - English, Math, Community & Family Studies, Society & Culture, Ancient History
Picnic Point High School
Cert IV - Business Administration
TAFE NSW
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