Robyn Gray
Sunshine Coast,QLD
Summary
Experienced professional in operations management, people leadership, service delivery, and stakeholder management. Client-focused and committed to delivering exceptional results. Skilled in developing long-term relationships and utilizing strong negotiation skills to drive positive outcomes. Known for problem-solving and making informed decisions with a pragmatic business approach. Recognized as a strong leader with extensive experience leading multifunctional teams and coaching team members to meet industry best practices. Proven track record of fostering collaboration, achieving organizational objectives through strategic planning, and driving team performance towards operational excellence.
Overview
24
24
years of professional experience
1
1
Certification
Work History
Team Manager, Operations
Australian Retirement Trust (ART)
03.2023 - 06.2024
- Monitor daily operations and ensure effective end-to-end service delivery.
- Implement strategies that enhance customer satisfaction through improvements in service delivery, response times, and problem resolution.
- Provide guidance, mentoring, training, and leadership to the operations team.
- Ensure active participation, motivation and collaboration within the team.
- Regularly review and update service processes to align with best practices and customer needs.
- Coordinate with different departments to ensure cohesive service delivery, alignment with operational strategies and achieve/exceed delivery against the corporate scorecard.
- Plan, forecast and Optimise workforce deployment to balance workloads and maximise efficiency.
- Develop and enforce risk management strategies to mitigate potential breaches.
- Ensure adherence to relevant legislation, regulatory requirements, codes of practice and policies.
- Prepare reports on operational performance, service levels, and key performance indicators (KPIs).
- Resigned from ART to help transition mother (who has Alzheimer’s) into a nursing home.
- Implemented process improvements, resulting in streamlined workflows and increased productivity.
- Developed strategic plans to align departmental goals with overall business objectives.
- Facilitated training sessions to improve staff skills and ensure compliance with industry standards.
- Analyzed performance metrics to identify areas for improvement and inform strategic decisions.
- Established communication protocols that improved collaboration between departments.
- Led employee relations through effective communication, coaching, training, and development.
- Boosted employee satisfaction through regular performance reviews, constructive feedback, and personal development plans.
- Enhanced team productivity by implementing efficient task delegation and time management strategies.
- Collaborated with cross-functional departments to drive cohesive efforts towards common goals and objectives.
- Ensured compliance with company policies as well as industry regulations through diligent oversight of daily operations and staff adherence to guidelines.
- Evaluated employee performance and coached and trained team members, increasing quality of work and employee motivation.
- Championed process improvements within the department by identifying inefficiencies, proposing solutions, and leading change initiatives.
Disability Support Worker
ONCALL (Ablecare) Group Australia
03.2022 - 03.2023
- Empowering individuals living with a disability to achieve their goals and live their best life by supporting them with domestic and personal needs, as well as assisting with community access and integration.
- Provided personalized care and support to individuals with disabilities, enhancing quality of life and independence.
- Assisted in implementing individualized support plans, ensuring alignment with client needs and goals.
- Collaborated with multidisciplinary teams to coordinate services and resources for clients effectively.
- Monitored client progress, documenting changes and communicating updates to relevant stakeholders.
- Developed and maintained strong relationships with clients and families, promoting trust and engagement in care plans.
- Provided assistance in daily living activities by dressing, grooming, bathing, and toileting patients.
- Drove clients safely to social activities and appointments.
- Supported clients in maintaining a clean living space by assisting with household tasks such as laundry, meal preparation, and general tidying.
- Enhanced quality of life for clients with physical and intellectual disabilities through compassionate care and assistance.
- Maintained safety with tidy, clean, and hazard-free home environments.
- Kept detailed daily logs with care actions, patient behaviors, and incidents.
- Delivered exceptional personal care services, including bathing, dressing, grooming, and feeding assistance.
Revenue Manager
Locality Planning Electricity (LPE)
08.2021 - 02.2022
- Oversee the Revenue Operations department, managing billing operations to ensure accurate application of pricing and tariffs.
- Overseeing Revenue Assurance processes such as payment plans and debt recovery.
- Report operational metrics to support business growth, efficiently allocate resources, assess staff skills and conduct development training, and monthly performance reviews. Additionally, determine resource needs and manage recruitment as required.
- Developed revenue forecasting models to enhance financial planning and decision-making processes.
- Analyzed market trends and competitor pricing strategies to optimize pricing structures and maximize profitability.
Recoveries Advisor
Youi Insurance
02.2019 - 03.2021
- Manage a large portfolio of claims from initiation to resolution.
- Recover and settle monies owed by Third Parties and/or Insurers to achieve recovery targets (KPI’s).
- Manage, negotiate, and resolve liability disputes effectively.
- Collaborate with debt collection agencies and coordinate with lawyers during the litigation process.
- Ensure strict adherence to the Debt Recovery Guidelines and Industry Code of Conduct.
- I also had a 3-month secondment as a Workplace Capability Consultant (Aug 2019 – Oct 2019) which involved providing operational and compliance training for all teams within the Recoveries department.
- Resigned from YOUI to care for and relocate mother (diagnosed with Alzheimer’s) to Qld.
- Delivered expert advice on insurance products, enhancing customer understanding and satisfaction.
Senior Client Services Manager
Infocus Wealth Management
08.2017 - 11.2018
- Managed national operational support teams for both salaried and external Advisers, including an offshore team in the Philippines.
- Ensured compliance with legislation, regulatory requirements, codes, and policies.
- Provided guidance, mentoring, training, and leadership to the operations team.
- Delivered services within agreed service levels, enhancing customer satisfaction and seeking improvement opportunities.
- Managed paraplanning contractor agreements and ensured proper resourcing and workflow allocation.
- Developed and/or maintained support tools, systems, policies, and guidelines.
- Investigated and resolved operational queries and complaints.
- Due to a business acquisition, my role was made redundant.
Administration Assistant
Bishop Group Pty Ltd
04.2017 - 08.2017
- Detail will be supplied upon request
Operations Manager
Emergency Services & State Super (ESSS)
10.2015 - 10.2016
- Details will be supplied upon request
Senior Operations Manager, Investments and Retirement Services
Superpartners Pty Ltd
01.2008 - 02.2015
- Details will be supplied upon request
Office Services Manager
Telstra Super Pty Ltd
05.2000 - 12.2007
- Details will be supplied upon request
Project Manager (Secondment)
Telstra Super Pty Ltd
01.2004 - 01.2005
- Details will be supplied upon request
Member Information Analyst
Telstra Super Pty Ltd
01.2002 - 01.2004
- Details will be supplied upon request
Benefit Administrator
Telstra Super Pty Ltd
01.2000 - 01.2002
- Details will be supplied upon request
Education
Diploma of Financial Services - Superannuation
Association of Superannuation Funds Australia [ASFA]
01.2006
Diploma of Business Management -
Australian Institute of Management
01.2005
Bachelor of Education - Secondary
Deakin University
01.1994
Skills
- Operations and service delivery management
- Expert in client services
- Strong stakeholder engagement
- Proficient in workflow management
- Project management expertise
- Business continuity planning
- Proficient in budget management
- Analytical problem-solving skills
- Detail-oriented communication expertise
- Strong presentation and instructional abilities
- Advanced MS Office proficiency
- Persuasive communication
- Performance coaching
- Meeting facilitation
- Workforce planning
- Performance appraisal
- Stakeholder management
- Operational excellence
- Staff development
- Team leadership
- Time management
- Decision-making
- Verbal and written communication
- Conflict resolution
- Risk management
- Change management
Certification
- 2025 First Aid and CPR Allen’s Training, Sunshine Coast
- 2022 Blue Card - Working with Children - Exp Feb 2027
- Yellow Card - NDIS Worker Screening - Exp Feb 2027
- New Worker NDIS Induction - NDIS Quality and Safeguards Commission
- NDIS Worker Orientation Module - NDIS Quality and Safeguards Commission
- 2005 RG146 [Previously completed PS146 in 2002] Association of Superannuation Funds Australia [ASFA]
Accomplishments
- Start-up and ongoing management of a new Office Services department for Telstra Super.
- Start-up and ongoing management of new Pension Products for 8 separate Industry Funds.
- Implemented process improvements that resulted in a 24% increase in work output and $1.7 million in budget reductions for FY 2014, with no additional headcount.
- Successfully launched a Direct Investment Trading platform (ASX300) for three major Industry Superannuation funds.
- Developed a quality assessment tool that consistently maintained quality results and SLAs above 98%.
- Deployed a new Windows-based workflow/CRM system to enhance workflow prioritisation within set Service Levels.
- Established an image repository for electronic member file maintenance and a letter generation tool linked to the workflow administration system.
- Introduced an internal online tool for logging service requests, which improved service efficiency and turnaround times while providing valuable performance metrics.
- Implemented Voice Contracts and electronic ID verification for member applications, streamlining the member application process and reducing account setup times.
- Created a skills assessment tool and a competency-based training model, including an induction process for new employees.
- Developed and implemented an online Knowledge Centre for staff.
- Designed and delivered a leadership program for upcoming Team Leaders and Managers.
Timeline
Team Manager, Operations
Australian Retirement Trust (ART)
03.2023 - 06.2024
Disability Support Worker
ONCALL (Ablecare) Group Australia
03.2022 - 03.2023
Revenue Manager
Locality Planning Electricity (LPE)
08.2021 - 02.2022
Recoveries Advisor
Youi Insurance
02.2019 - 03.2021
Senior Client Services Manager
Infocus Wealth Management
08.2017 - 11.2018
Administration Assistant
Bishop Group Pty Ltd
04.2017 - 08.2017
Operations Manager
Emergency Services & State Super (ESSS)
10.2015 - 10.2016
Senior Operations Manager, Investments and Retirement Services
Superpartners Pty Ltd
01.2008 - 02.2015
Project Manager (Secondment)
Telstra Super Pty Ltd
01.2004 - 01.2005
Member Information Analyst
Telstra Super Pty Ltd
01.2002 - 01.2004
Office Services Manager
Telstra Super Pty Ltd
05.2000 - 12.2007
Benefit Administrator
Telstra Super Pty Ltd
01.2000 - 01.2002
Diploma of Financial Services - Superannuation
Association of Superannuation Funds Australia [ASFA]
Diploma of Business Management -
Australian Institute of Management
Bachelor of Education - Secondary
Deakin University
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