Robyn Gray
Sunshine Coast
Summary
A seasoned professional specialising in operations management, people leadership, service delivery, and stakeholder management. I am client-focused and dedicated to delivering exceptional results. I excel at developing long-term, trusted relationships and employing strong negotiation skills to influence positive outcomes. With a pragmatic approach to business, I build robust operations and am a lateral thinker renowned for resolving problems and making informed decisions. Acknowledged as a strong leader, I have extensive experience leading multifunctional teams and coaching and mentoring team members to meet industry best practice.
Overview
25
25
years of professional experience
1
1
Certification
Work History
Team Manager, Operations
Australian Retirement Trust (ART)
03.2023 - 12.2024
- 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.
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.
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.
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.
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
- Basic administration duties – filing, accounts payable and bank reconciliations (Xero).
- New to Qld – casual work whilst looking for full-time employment.
Operations Manager
Emergency Services & State Super (ESSS)
10.2015 - 10.2016
- Lead and manage multi-functional teams across fund administration.
- Oversee workflow and resource management.
- Develop and maintain relationships with key stakeholders.
- Deliver to SLA’s/KPI’s and comply with legislative requirements.
- Ensure staff development plans and succession plans, are in place.
- Implement operational plans, ensuring risk analysis and business continuity is in place.
- Maximise operational performance and efficiencies through continuous improvement.
- Embed change management capability across the team to ensure business readiness.
- Manage complaints and rectification processes.
- Manage annual budgets, quarterly forecasts, and P&L.
- I resigned from ESSS due to moving to Qld.
Senior Operations Manager, Investments and Retirement Services
Superpartners Pty Ltd
01.2008 - 02.2015
- Lead cross-functional teams, including call centre, administration, insurance, training, and business analysts, to deliver services to 9 Industry Superannuation Funds.
- Ensure services meet client agreements, KPIs, and legislative compliance.
- Facilitate the launch of new pension products for several industry funds.
- Maintain strong relationships with Trustee offices and stakeholders.
- Report operational performance to Executives and Fund Trustees.
- Negotiate and manage service contracts and business rules with Fund Trustees and external vendors.
- Focus on professional development, succession planning, and resource management.
- Enhance operational performance through continuous improvement and implement change management for business readiness.
- Manage budgets, forecasts, and P&L.
- Act as the business representative for key projects and initiatives.
Office Services Manager
Telstra Super Pty Ltd
05.2000 - 12.2007
- Lead and manage cross functional teams (Contributions, financial transactions, reception, mail room, document management), including a bank of 15 casual employees.
- Manage workflow and resource management for the teams.
- Deliver services in line with contracted service agreements, legislation, and fund rules.
- Facility and tenancy management, including management of telephony systems.
- Manage departmental budget, invoicing and monthly accruals.
- Manage relationships and service contracts with external suppliers/vendors and internal stakeholders.
- Business representative on several operational projects and initiatives.
- I held several positions during my time with Telstra Super
Project Manager (Secondment)
Telstra Super Pty Ltd
01.2004 - 01.2005
- Manage the delivery of a new CRM (transition from Superb to Acurity).
- Assess system functionality and re-engineer processes where necessary.
- Manage project risk register and Co-ordinate UAT and regression testing.
- Manage resourcing and budgets in line with agreed project plan.
- Implement change management plan and communication strategy to ensure business readiness.
Member Information Analyst
Telstra Super Pty Ltd
01.2002 - 01.2004
- Process employer contribution files, payroll updates, monthly reconciliations; quarterly Employer Agreements, arrears, and daily internal transfers.
Benefit Administrator
Telstra Super Pty Ltd
01.2000 - 01.2002
- Process benefits payments – Pensions, Accumulation and Defined Benefit (manually calculated).
- Registration of new accounts, call centre escalations, liaising with members, employers, and other internal departments.
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
- Extensive experience as an Operations/Service Delivery Manager and People Leader
- Highly Proficient in Client Services, Customer Service, and Call Centre Management
- Exceptional Relationship/Stakeholder Management and interpersonal skills
- Expertise in Workflow and Resource Management
- Skilled in Project Management, Process Improvement, and Change Management
- Experience in Business Continuity, Risk Assessment, Auditing, and Quality Assurance
- Strong financial management skills, including Budgets and P&L
- Strong analytical and problem-solving abilities with excellent organisational and planning skills
- Highly developed verbal and written communication skills with keen attention to detail
- Experience in Sales and Account Management
- Proven teaching, training, and presentation skills
- Advanced computer skills, including proficiency in MS Office Suite
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 - 12.2024
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
Similar Profiles
Robyn GrayRobyn Gray
Team Manager, Operations at Australian Retirement Trust (ART)Team Manager, Operations at Australian Retirement Trust (ART)
Andrew McKinnonAndrew McKinnon
Member Solutions Consultant at Australian Retirement Trust (QSuper)Member Solutions Consultant at Australian Retirement Trust (QSuper)
Dave WoodallDave Woodall
Chief Commercial Officer at Australian Retirement TrustChief Commercial Officer at Australian Retirement Trust
Elissa ThompsonElissa Thompson
Influencer & Partnerships Coordinator at Muscle NationInfluencer & Partnerships Coordinator at Muscle Nation
Steve MusicoSteve Musico
Business Development Manager at Eurostyle GroupBusiness Development Manager at Eurostyle Group