Shannon Marsh

Experienced project manager seeking a challenging position at Services Australia to contribute skills and achieve strategic goals. Committed to following the principles of the master plan.

• Project/Program Lead & Scrum Master, 02/2022, current, Jobseeker and Participations Program Branch – Capacity and Assessment Team, Coffs Harbour, NSW, 2450, Scrum Master for two MDT’s for DES Reform Project, Line management of staff with ‘capability uplift’ as a priority. Managed graduates., Reporting and preparation of material for Workforce Australia House Select Committee enquiry for SES, DES Reform artefact etc., Managing costings, complaints and ministerials., Reviewing finance and dashboard data for team and also data steward for NESM data exchange., Leading team through constant change., Make balanced decisions using professional judgement and risk evaluation., Operational Blueprint management including updates, operational messages and staff feedback., Level 3 program management and escalation for team mailbox., Stakeholder engagement/relationships., Program/project BAU and reform tasks., Enabling functions - Branch newsletter, business plan, occupancy reporting etc., Ensure the Practice Enhancement Framework (operating model) SharePoint is updated and maintained for the Division/Agency which includes writing persuasively and tailoring communications to diverse audiences using many tools and demonstrating a high level of attention to detail with a focus on quality assurance e.g. reflection activities., Ensuring the effective delivery of operations, including managing business performance and priorities., Completed interview/screening of customers via various platforms e.g. ASKable to enable improved customer experience., Using project tools: Altus, Jira.
• NESM Project Lead, 10/2021, 02/2022, Participation Programmes & Compliance Branch – NESM Project & Strategic Projects Team, Coffs Harbour, NSW, 2450, Prepare all project artefact documentation – status report, briefs, risk plans etc., Create or redesign business models/processes., Negotiate, engage and manage strong and collaborative relationships with internal and external stakeholders to support and deliver projects., Develop a deep understanding of business processes, develop letters and update OB's, Team Leader duties – line control of APS 4, 5 & 6 staff within the team., Undertake other tasks or projects as required for team., Successfully had NESM project implemented July 2022 release which had 4 SyRS and 2 BRS endorsed,, Undertake testing eg BVT & UAT with positive outcomes., Record keeping in Sensei/Altus/content manager., Lead and manage staff including overseeing the management of work plans, performance, attendance, health and well-being and developing staff capability through coaching., Responsible for leading, supporting and developing my team to achieve quality outcomes to support the agency’s strategic objectives.
• User Researcher, 07/2021, 10/2021, Integrity Strategy and Enagement Branch – Behavioural Insights and Engagement Team, Coffs Harbour, NSW, 2450, User research duties – conduct user research activities across methodologies. Have an awareness of biases, ethics, consent, privacy, and risks. Select and apply appropriate techniques.​ Contribute to analysis and synthesis of user research reports., Interview and/or Scribe –observe behaviours and capture insights and feedback., Team Leader duties – line control of APS 4 and 5 staff within the team., Undertake other tasks or projects as required for team. I have also completed screening of customers for external companies.
• Senior Project Officer, 02/2021, 06/2021, Debt and Integrity Projects Branch – Situational Hardship project, Coffs Harbour, NSW, 2450, Project Officer duties – supporting project manager for all of the project artefacts., Stakeholder engagement representation at meetings. Provide specialist advice and technical expertise to staff and stakeholders., Active member of the Debt Restart Multi-Disciplinary Team (MDT), Creating documentation for discovery phase for initial project implementation., Creating customer journeys, processing mapping, use of visio, power point presentations., Developed suite of communications for emergency management (all things digital)., Represent Debt Management as SME in a range of forums including workshops and meetings., Created Risk Management Plan for stakeholder review., Pinnacle award received for this work in MDT team.
• Team Leader, 01/2012, 02/2021, Debt Management Branch – Recovery, Health & Business Compliance, Debt Operations Debt Raising & Debt Recovery, Coffs Harbour, NSW, 2450, Team Leader duties – day to day management of both raising and recovery operational teams (currently responsible for 15 debt raising staff) including maintaining positive workplace culture, unplanned leave, coaching, IPA’s & writing briefs, Support Assistant Director & Director to deliver branch priorities and contribute to the broader government priorities., Redeployed several times since 2020/21 due to various emergencies and COVID 19. I have managed the team through the changes and undertaken the required duties e.g. COVID processing, Data Quality multiple records, Debt remediation/refunds., Represent Debt Management nationally at planning days, workshops, hook ups & meetings, Improve my technical knowledge in Debt Raising as this is one of the branches priorities. I am already competent in Debt Recovery., Maintain & develop relationships within and with other sections of the branch/Services Australia., Member of Emergency Management response group
• Acting Assistant Director, 06/2010, 01/2012, Debt Management Branch – Business Integrity, Debt Policy/Coordination, Coffs Harbour, NSW, 2450, Team Leader duties – day to day management of a small virtual team including maintaining positive workplace culture, coaching, Performance Assessment’s, Support director to deliver portfolio responsibilities and contribute to broader government priorities., Responsible for Debt Recovery & Debt Raising Level 3 Service Desks, Liaise with Policy Departments regarding policy & procedural matters, Provide input into Centrelink policy/strategy formulation and changes which may impact on Debt Management Branch, Maintain relationships with other sections of the branch: provide content and assist with briefs, business cases, NNU’s, e Reference, policy advice, Business Requirement Statements (BRS’s), IT/Systems liaison, Letters, Process redesign through specialisation, automation, new processes, operational footprint, digitisation, skill tagging, virtual team operations, Manage mercantile(collection) agents contracts and liaison, Undertake projects on behalf of Debt Management Branch
• Project Manager - Systems, 04/2009, 06/2010, Debt Management Branch – NSO - Strategy, Policy & Process
• Team Leader, 03/2008, 03/2009, Debt Management Section – NSO-Debt Recovery Team
• Team Leader, 02/2008, 03/2008, BI TDF–Debt Raising Team - Area Pacific Central
• Policy & Project Officer, 10/2006, 02/2008, Debt Management Section – NSO -Debt Recovery Team
• Team Leader, 01/2005, 10/2006, BI –Debt Recovery Team - Area Pacific Central
• Senior Practitioner/Operational Leader, 07/2003, 01/2005, BI –Debt Recovery Team - Area Pacific Central
• Debt Management Officer, 07/2001, 07/2003, BI –Debt Recovery Team - Area Pacific Central