Summary
Overview
Work History
Education
Skills
Attributes
References
Training
Personal Information
Hobbies
Timeline
Generic
Raza Ehteshaam

Raza Ehteshaam

Springfield,QLD

Summary

Professional leader with comprehensive experience in driving operational excellence and strategic growth. Proven track record of fostering team collaboration and achieving impactful results in dynamic environments. Skilled in navigating complex challenges, optimizing processes, and cultivating positive workplace cultures. Known for adaptability, effective communication, and strong decision-making abilities.

Overview

22
22
years of professional experience

Work History

General Manager

Opal Healthcare
01.2023 - Current
  • Spearheaded the delivery of high-quality care, leading an engaged and fully resourced team
  • Fostered a high-performance culture, inspiring team members to reach their full potential through inclusive leadership
  • Ensured individualised service delivery, addressing residents' physical, mental, and emotional needs
  • Developed and implemented risk management strategies, enhancing safety and compliance
  • Promoted a customer service-oriented mindset, placing residents and their families at the centre of care delivery
  • Led succession planning efforts to develop a robust talent pipeline for future leadership roles
  • Achieved occupancy goals through strong stakeholder relationships and an effective enquiry management process

Group General Manager, Contact Centre

New Zealand Health Group (NZHG)
02.2020 - 12.2022
  • Managed a large contact centre with 500 coordinators and 9,000 support workers, reporting directly to the COO
  • Contributed to strategic decision-making as a key member of the Executive Leadership Team
  • Oversaw services contributing to NZHG's $700 million annual revenue, ensuring sustainable growth
  • Led digital transformation initiatives, enhancing service delivery and client engagement
  • Played a critical role in HR and safety leadership, including negotiating collective bargaining agreements
  • Delivered successful projects that met client expectations and aligned with company objectives

Operations Leadership Roles

Geneva Healthcare
01.2017 - 01.2020
  • Directed teams in achieving KPIs, ensuring efficiency, accuracy, and exceptional client care
  • Cultivated strategic partnerships, aligning operational goals with organizational objectives
  • Drove continuous improvement initiatives, fostering a culture of innovation and excellence

Digital Team Manager

Westpac Bank Group
01.2012 - 01.2017
  • Led digital transformation projects, including e-channel capabilities and social media strategies
  • Acted as a key representative in strategic planning and implementation of bank-wide initiatives
  • Enhanced customer service processes, driving improvements in service level and satisfaction

Operations Manager

Baycorp
01.2003 - 01.2008
  • Managed daily operations, driving productivity and compliance with regulatory standards
  • Delivered training and development programs, building high-performing teams
  • Streamlined processes and optimized operations to enhance overall efficiency

Education

Diploma -

Business Management

National Certificate -

Contact Centre Operations Level 3

National Certificate -

Credit Administration Level 3

National Certificate -

Educational Achievement

Skills

  • Operational Leadership & Management
  • Contact Centre Operations
  • Strategic Planning & Execution
  • Client & Stakeholder Engagement
  • P&L & Budget Management
  • Business & Process Improvement
  • Employee Training & Development
  • People & Culture Management
  • Innovation & Continuous Improvement
  • Safety & Quality Compliance
  • Leadership and team building
  • Problem Resolution
  • Performance Improvement
  • Project Management
  • Facility Management
  • Performance Evaluations
  • Recruitment
  • Quality Management

Attributes

  • Performance Management
  • Privacy in the Workplace
  • Mental Health Issues in the Workplace
  • Employee Agreements
  • Employee Engagement (Millennials)

References

Available upon request.

Training

  • Managing Conflict
  • Performance Management
  • Privacy in the Workplace
  • Mental Health Issues in the Workplace
  • Employee Agreements
  • Employee Engagement (Millennials)

Personal Information

Hobbies: Bike riding, Singing, Hiking

Hobbies

  • Bike riding
  • Singing
  • Hiking
  • Table tennis
  • Soccer

Timeline

General Manager

Opal Healthcare
01.2023 - Current

Group General Manager, Contact Centre

New Zealand Health Group (NZHG)
02.2020 - 12.2022

Operations Leadership Roles

Geneva Healthcare
01.2017 - 01.2020

Digital Team Manager

Westpac Bank Group
01.2012 - 01.2017

Operations Manager

Baycorp
01.2003 - 01.2008

Diploma -

Business Management

National Certificate -

Contact Centre Operations Level 3

National Certificate -

Credit Administration Level 3

National Certificate -

Educational Achievement

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Raza Ehteshaam