Shweta Sharma
Sydney,NSW
Summary
A motivated enterprise advisor, customer-focused leader with over 20+ years of experience in various customer-centric sectors, including Health, Travel (both B2B & B2C) & also, the public sector. A dedicated professional focused on service delivery to achieve business outcomes deriving enormous satisfaction from ‘making a difference’ to the customer experience, whilst not losing sight of cross-functional collaboration. A critical thinker promoting a growth-mindset, I continually excel in developing trusting relationships, across stakeholders, using adaptive, but clear communication. Strong ability to lead projects & frameworks, using both high touch & programmatic engagement methods, thereby building a knowledge base, facilitating training, which ultimately leads to ‘retention & renewal’ via service improvement. Considered an astute people-person, with strong emotional intelligence, listening skills which help convert both operational and marketing policies into real time business processes, thereby delivering outstanding results. Recognized by immediate team/peers, for creating a culture that fosters business process improvement, innovation and stakeholder empowerment.
Overview
19
19
years of professional experience
1
1
Certification
Work History
Technology People Leader
Ministry of Social Development (MSD)
08.2022 - 06.2024
- Company Overview: This ministry is the equivalent of the Department of Social Services in Australia
- Leading cross-functional technology teams within the Improvement, Systems and Technology Group (IST), the largest IT department in public sector in NZ. The role had a strong Operational & Relationship management component, alongside an emphasis on People, process/policy & financials.
- My reporting line included senior leaders, specialists & frontline staff from diverse technology areas such Cloud, IT Risk, SaaS specialists, engineers, developers, etc. Providing support including coaching, career development pathways using various tools & frameworks to build capability, retention, succession planning and high performance.
- Identifying and promoting quality to ensure the success of our internal customers, people and performance metrics. Ensuring risks are identified, monitored & managed as per the quality assurance & compliance frameworks.
- Leading the full lifecycle of the technology recruitment function incorporating retainment strategies, matching ‘capability with capacity’, including the full onboarding process.
- Strong relationship management to achieve all the above, with the ministry’s internal & external stakeholders (vendors, other public sector agencies, etc.).
- My belief is that we must lead by example, showcasing ‘integrity’ to our customers, our people - who are our stakeholders. They are our greatest assets who need to be listened to, respected, nurtured. If done well, it’ll automatically result in upholding the LAER customer engagement model, resulting in successful business outcomes.
People Leader – COVID Integrated
Whakarongorau Aotearoa
06.2021 - 07.2022
- The COVID workspace was a fast-moving space, where ‘change’ was the only thing ‘constant’. Performing in this space required high resilience, adaptability, respect for all (internally/externally), while at the same time high-level of accuracy to adopt change & work volumes.
- People leader for a team of ‘Operations Support professionals, a specialized level 2 team of technical superstars.
- Provide ongoing training for various SaaS based platforms such as Salesforce, Patient Management Systems, Learning Management systems. This included workshops & webinars facilitations for any new rollouts, coaching via weekly 1:1s, taking any feedback onboard, while adhering to any SLAs/KPIs.
- Liaise with internal departments such as Communications, Transformation, L&D & technical Product teams to execute comprehensive strategies to promote long-term success.
- Liaise with external customers such as Ministry of Health (MoH), National Investigation & Tracing Centre etc. with regular health checks. In peak Covid period, these health checks were done even daily, to ensure a smooth customer experience.
Team Leader – Office & Financial Services
Wellington Water Limited (WWL)
08.2020 - 01.2021
- Provide leadership to diverse operations, administration and fleet team which included consistent coaching & mentoring for optimal usage of SaaS platforms.
- Ensure customer objectives and engagement are clearly articulated from the outset. This ensures expectations are aligned, leading to longevity in relationships and allows broader and deeper engagement.
- Strong business support functions involving strategic touchpoints for customers by capturing metrics and predicting business outcomes. Leverage data analytics and interpret customer insights, performance metrics.
Executive Assistant to CEO
Occupational Therapy Board of NZ
02.2020 - 04.2020
- Reporting directly to the CEO, I built strong relationships and became a key member of the team. My leadership and ability to grasp processes and procedures was acknowledged when I executed a successful payroll flawlessly in my first week.
- Effective communication style, a multitasker having an eye for detail, I was tasked to project manage with internal and external stakeholders to address issues swiftly and effectively.
- Within a very short time I facilitated the onboarding for new employees. This included carefully planned documentation, and an introduction to all systems software used, to provide seamless governance and operational support.
Team Manager - Administration + Hospital Management
Bowen Hospital, Acurity Health Group
06.2014 - 05.2018
- Leading administration and finance teams comprising of 12 direct reports and consistently delivering impeccable customer service experience. Always being in a customer-facing environment, my team delivered unparalleled care & demonstrated resilience.
- The ‘go-to’ person for all technical/IT needs related to InterSystems-TRAKCARE, the hospital group’s Patient Management SaaS platform.
- My leadership style led to continuous staff empowerment alongside a strong customer focus. Feedback from the SLT highlighted my communication, listening and negotiation skills.
- Oversee and undertake both internal and external audits (Quality & Financial), to provide relevant information for management reporting and other audit requirements.
- The role extended beyond providing exceptional patient care, including managerial functions such as recruitment, onboarding, training and development, ER. In conjunction with HR, I launched various initiatives such as fireside chats with senior leadership team (SLT), which showcases my ability to engage with executive level stakeholders.
Clinic Manager
All About Health & Wellness Ltd.
09.2009 - 06.2014
- Responsible for overseeing this multidisciplinary medical facility, including but not limited to staffing, operations, website management and customer care.
- My duties included frontline customer engagement, creating work schedules, overseeing practice’s finances & IT application systems, implementing policy/process changes, professional development training, ordering medical equipment/consumables/stock, etc.
- The feedback from the Director of the practice: “Shweta was very astute and was adept in her use of all the software programs we used in our clinics. Our patients really enjoyed her calm ‘onto it’ manner and nothing was too much of a challenge. Furthermore, Shweta is a problem-solver and always showed great initiative in solving complex issues without prompting”.
Corporate Support Travel Consultant
HRG NZ (An American Express Global Business Travel Company)
12.2005 - 02.2007
- Strategically manage cost-effective travel policies for multiple organizations. The ‘go-to’ subject expert for any travel-related matters and help a company meet its travel needs. Ensure all employee travel is safe, organized and compliant according to company policy.
- Working with top business and corporates required a high degree of strong people & customer-focused skills, the ability to relate with a wide range of people and to coordinate varied tasks for multiple high-profile accounts.
- Quality control specialist: Adjusting, updating and maintaining IT systems. Trained agent in error avoidance techniques, for account efficiency.
Education
Bachelor of Commerce -
University of Delhi
01.1998
Post-graduate Diploma - Public Relations
RP College of Communications & Management
01.1999
Skills
- A ‘customer-experience’ star with 10 years of experience in ‘service’ industries incorporating Account management, Operations & People leadership, leading diverse cross-functional customer service, technology & administration teams
- Coach for both senior leaders (c-suite) & frontline, hence an ability to engage using both high-touch & programmatic strategies
- Facilitating training/growth pathways to support Stakeholder engagement (internal & external), to boost organizational capability development Extensive generalist experience, including Learning & Capability development, Health & Safety, Workforce Planning, Staff Engagement, Onboarding-Offboarding, etc across the complete employee lifecycle
- Tech savvy & the ‘go-to’ person for various SaaS applications including multiple patient management systems, Salesforce, MS Teams, Google Workspace, Cisco Webex etc
- Exceptional Relationship management skills - chosen as 1 of 4-member leadership team group-wide, aimed at developing a progressive workplace Morale and organizational engagement showed over a 50% improvement, over a 12-month period
- ‘Trainer plus mentor’ for various projects, involving significant Operational Change management, Customer service training and event management For example, SHINE’, a professional development project, for all non-clinical staff hospital wide The focus of this was to motivate the staff to patient interaction, resulting in stakeholder satisfaction & optimum resource adoption-utilization
- Exceptional analytical & problem-solving capabilities, leveraging data insights which can be easily understood-implemented throughout the business, for effective service delivery, while adhering to both qualitative & quantitative KPIs
Certification
- Advanced Diploma of Neuroscience of Leadership, 2024 - currently pursuing https://neurocapability.com.au/ This study focuses on ‘applied organizational & behavioral neuroscience’ i.e. working-leading with the brain in mind, but with empathy-integrity, creating psychologically safe workplaces & thereby, boosting sustained business growth, productivity & performance, engagement for our customers, employees & wider stakeholders - which has a direct correlation to long-term organizational resilience, growth & sustainability.
- SFIA (Skills Framework for Information Age) for Workforce Capability Development- Verified Practitioner https://sfia-online.org/en
- (Emotional Culture deck ) ECD Certified Practitioner, 2024 https://www.ridersandelephants.com/ecd-certification This is a highly sought after certification with practitioners worldwide, currently in 65+ countries & spreading. The tool focuses on enhancing emotional culture in workplaces & among stakeholders, thereby directly leading to enhancement of productivity, performance, innovation & business growth.
Timeline
Technology People Leader
Ministry of Social Development (MSD)
08.2022 - 06.2024
People Leader – COVID Integrated
Whakarongorau Aotearoa
06.2021 - 07.2022
Team Leader – Office & Financial Services
Wellington Water Limited (WWL)
08.2020 - 01.2021
Executive Assistant to CEO
Occupational Therapy Board of NZ
02.2020 - 04.2020
Team Manager - Administration + Hospital Management
Bowen Hospital, Acurity Health Group
06.2014 - 05.2018
Clinic Manager
All About Health & Wellness Ltd.
09.2009 - 06.2014
Corporate Support Travel Consultant
HRG NZ (An American Express Global Business Travel Company)
12.2005 - 02.2007
Post-graduate Diploma - Public Relations
RP College of Communications & Management
Bachelor of Commerce -
University of Delhi
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