Trevor McGuire
Summary
Shared Services and Service Enablement professional with expertise in leading small and large teams focused on processing, knowledge management, continuous improvement, vendor management and reporting. Passionate about customer experience focusing on service design and continuous improvement.
Overview
21
21
years of professional experience
Work History
Community Manager
RMIT University, Melbourne City Campus
08.2017 - Current
- Coach and mentored various teams to implement team rituals and agreed ways of working to create more agile and outcome focused teams.
- The product owner for the implementation of Microsoft Teams and lead analyst for the reinvigoration of Viva Engage.
- Created the training program for M365 implemented during COVID lockdowns.
- Co-created and facilitated the Continuous Improvement Practitioner course.
- Created and lead the Knowledge Management Community of Practice to share information around Knowledge Management and ultimately create a unified approach.
Learn to Play Co-ordinator
Gatekeeper Games
02.2016 - 11.2018
- Created and ran engaging on site and corporate events designed to attract customers to the store and create a vibrant culture.
- Created customised lesson plans for each game demonstrated at the event.
Iteration Manager
AIA Australia
04.2014 - 05.2015
- Iteration Manager for the Data and Analytics BAU Value Stream. Creating reports and dashboards to understand the performance of the business. Focused on customer centric service outcome reporting.
- Streamlined project processes by implementing Agile methodologies and reducing workflow bottlenecks.
- Improved team collaboration with regular communication, feedback loops, and iterative planning sessions.
- Enhanced overall productivity by refining iteration goals and ensuring alignment with business objectives.
Knowledge Management and Reporting Manager
AIA Australia
04.2012 - 03.2014
- Created and maintained a service catalogue. Clearly articulating services offered within operations and capabilities required to deliver those services
- Improved knowledge sharing by implementing a comprehensive knowledge management strategy.
- Program Manager for the service redesign of three call centres with a service enablement function embedded in that team.
- Developed comprehensive operations reports for senior management, driving informed decision making.
- Product Manager for a new case management system with a focus on end to end customer service design.
- Manager all external vendors for Operations including outsourced and offshore partners, logistics and software providers.
Senior Business Analyst
AIA Australia
10.2009 - 04.2012
- Identifying and completing Continuous Improvement initiatives to simplify processes to ultimately migrate to share services.
- Mentor and train six Business Analysts.
- Manage the relationship with our outsourced and offshore partners. Responsible for cost, performance, risk and compliance and identifying and implementing continuous improvement programs.
Shared Services Manager
AIA Australia
12.2002 - 10.2009
- Enhanced operational efficiency by streamlining processes and implementing automation strategies. Managed 125+ processes and 4,000 cases a day.
- Managed cross-functional teams for seamless execution of shared services objectives. Approximately 35 staff over four teams.
- Reduced costs with strategic vendor negotiations and optimizing resource allocation.
- Achieved service level agreements, monitoring KPIs, and driving continuous improvement initiatives. Service Level Agreements ranged from two hours to one week.
- Developed strong relationships with stakeholders to align shared services with business goals.
Education
Short Course - Project Management
Holmesglen Institute
Moorabbin, VIC03.2000
Advanced Certificate - Food Technology
William Angliss Institute of TAFE
Melbourne, VIC12.1996
Skills
- Service Excellence
- Organisation Development
- Knowledge Management
- Continuous Improvement
- Data and Analytics
- Team Leadership
- Service Design
- Stakeholder Management
- Event Management
- Community Management
Timeline
Community Manager
RMIT University, Melbourne City Campus
08.2017 - Current
Learn to Play Co-ordinator
Gatekeeper Games
02.2016 - 11.2018
Iteration Manager
AIA Australia
04.2014 - 05.2015
Knowledge Management and Reporting Manager
AIA Australia
04.2012 - 03.2014
Senior Business Analyst
AIA Australia
10.2009 - 04.2012
Shared Services Manager
AIA Australia
12.2002 - 10.2009
Short Course - Project Management
Holmesglen Institute
Advanced Certificate - Food Technology
William Angliss Institute of TAFE