NATALIE WALSH

Workforce Strategy Development
• Design long-term workforce plans aligned with company growth, project pipelines and team operations.
• Anticipate staffing needs for projects, civil and transport logistics (e.g., engineers, project managers, operators, site managers).
Leadership and Team Management
• Oversee and mentor the HR & Support team, ensuring alignment with company goals.
• Collaborate with senior executives to align HR, OHS, Quality and Environmental policies with business objectives.
• Drive cultural transformation to support safety, quality and compliance priorities.
Talent Acquisition and Retention
• Lead recruitment for Corporate & Operational roles (e.g., project managers, support team, fleet managers) and specialised talent.
• Develop retention strategies, including competitive compensation packages and career progression pathways.
• Build partnerships with industry bodies or training providers for talent pipelines.
Learning and Development Oversight
• Approve and fund training programs for ISO standards (e.g., ISO 9001, 14001, 45001) and NHVR compliance (e.g., fatigue management, chain of responsibility).
• Establish leadership development programs to groom future managers.
• Evaluate training ROI and its impact on operational performance.
Employee Engagement and Culture
• Champion a safety-first culture aligned with ISO 45001 and NHVR requirements.
• Conduct employee engagement surveys and implement action plans based on feedback.
• Resolve high-level employee relations issues, such as disputes involving senior staff or unions.
Systems Strategy and Innovation
• Define the company's systems architecture, integrating HRIS, project management tools, and transport management software (e.g., fleet telematics).
• Lead digital transformation initiatives to improve efficiency in civil projects and transport operations.
• Evaluate and implement emerging technologies (e.g., AI for scheduling, predictive HR and Development systems).
ISO Systems Governance
• Oversee the development and maintenance of Quality (ISO 9001), Environmental (ISO 14001), and Safety (ISO 45001) management systems.
• Approve policies and procedures to ensure ISO certification continuity.
• Drive continuous improvement initiatives based on ISO audit findings.
Policy and Governance
• Authorise company-wide HR and Systems policies, ensuring alignment with company strategic initiatives, ISO and NHVR frameworks.
• Establish governance structures for compliance monitoring and enforcement.
• Review and sign off on critical documentation for audits and certifications.
Change Management
• Lead company change initiatives (e.g., adopting new ISO standards, scaling transport operations).
• Communicate changes to staff and ensure buy-in across all levels.
• Mitigate resistance to new systems or processes.
Crisis Management
• Direct HR and systems responses to crises (e.g., workplace accidents, audit failures, system outages).
• Coordinate with legal and safety teams to manage incidents impacting ISO or NHVR status.
• Develop contingency plans to maintain operations during disruptions.

Leadership of Large, Multi-Departmental Teams

• Manage and unify operations across Warehouse & Logistics, Computer Technician Team, Photo Centre, Customer Service, and After-Sale Service departments.
• Provide strategic direction to department leads, ensuring seamless integration of processes.

Strategic Implementation of Business Strategy

• Drive the successful execution of business strategies for the Technician Centre and Customer Service areas, establishing a scalable model.
• Align departmental objectives with overarching company goals to enhance profitability and customer satisfaction.

Warehouse & Logistics Oversight

• Optimise warehouse operations to ensure efficient stock management and timely delivery for customer orders.
• Streamline logistics processes to support the Photo Centre, Technician Team, and After-Sale Service workflows.
• Implement systems to track and improve supply chain performance.

Computer Technician Team Management

• Lead the Technician Team in delivering high-quality repairs and technical support for customer devices.
• Introduce and manage computer diagnostic software to detect hardware faults, boosting repair accuracy and speed.
• Expand service offerings to increase revenue scope and enhance customer trust in technical services.
• Tech Team Store of the Year 2019 Led the Computer Technician Team to win the prestigious “Tech Team Store of the Year” award in 2019, reflecting outstanding service and operational success.
  Demonstrated leadership in achieving national recognition within Harvey Norman's network.
• Tech Team Store of the Year 2019 Led the Computer Technician Team to win the prestigious “Tech Team Store of the Year” award in 2019, reflecting outstanding service and operational success.
  Demonstrated leadership in achieving national recognition within Harvey Norman's network.
• Sales Growth of 20% Delivered a 20% increase in sales through effective team management and customer-focused strategies.
  Boosted revenue by enhancing service offerings and improving customer satisfaction metrics.
  
  

• Provided strategic leadership to a team of 30 employees, overseeing multi-site pharmacy operations and driving space planning initiatives to optimise departmental efficiency and service delivery.
• Forged high-level partnerships and led negotiations with suppliers, industry stakeholders, clinical service sectors and executive leadership to enhance pharmaceutical, transitional care and medical service integration across hospital, pharmacy and allied health divisions, meeting both inpatient and outpatient needs.
• Spearheaded the 2017 relaunch of the Friendly Society Pharmacy, delivering a transformative brand expansion strategy that elevated community presence and brand reputation.
• Designed and championed a dynamic, ongoing training program for pharmaceutical staff, cultivating a high-performing, customer-focused team culture rooted in confidence and passion.
• Directed the development and execution of innovative promotional campaigns and events, strengthening customer loyalty and driving sustained engagement with the Friendly Society brand.
• Held full accountability for financial and operational performance, including budgeting, cost-efficient staffing models, marketing strategies, inventory management, financial reporting, performance oversight and in-depth cost analysis to ensure fiscal sustainability and growth.
• Pioneered strategic expansion of pharmacy services, integrating cutting-edge dispensing automation, aged care solutions, NDIS and DVA programs, government schemes, and new health, wellbeing and beauty divisions to position the pharmacies as a market leader.
• Drove transformative company change by implementing cost-saving strategies, restructuring departments and enhancing employee performance and culture through best-in-class change management practices, aligning operations with long-term strategic goals.

• Rapidly promoted from Personal Assistant to a senior leadership role within two years, overseeing administration and operations for Harvey Norman's largest superstore in Victoria. Hand-selected to collaborate directly with the CFO, spearheading innovation and ensuring accounting compliance across stores nationwide.
• Directed multi-site operations, enhancing efficiency, streamlining processes and upholding rigorous financial and operational standards to support the retail giant's success.

• Created Cairns Complete Building as Managing Director, championing the strategic adaptation and expansion of the Trueline Patios and Extensions franchise in the Cairns region.
• Oversaw accounts payable and receivable, project management, recruitment, payroll, and daily business and office operations, ensuring seamless execution of high-quality patio and extension solutions while driving business growth and operational excellence.

• Owned and managed a thriving restaurant in the heart of Cairns, Queensland, overseeing daily operations, financial accounts, staff supervision, recruitment and advertising initiatives.
• Actively contributed to service delivery by serving customers, ensuring exceptional guest experiences while driving operational success and business growth in a competitive dining market.

• Commenced career at Cairns Colonial Club Resort as a casual Food & Beverage Attendant and Tour Agent while pursuing university studies.
• Rapidly promoted and strategically recruited into the newly created role of Conference Centre Operations Manager, merging the responsibilities of Fine Dining Restaurant Manager and Conference Manager.
• Led conference centre operations with a focus on seamless event execution, team leadership, and elevated guest experiences.