Belinda Anderson- - https://www.linkedin.com/in/andersonbelinda/
Senior Change Manager with 10 years of change leadership, organisational design, Technology, business process and transformation change experience. This includes driving and leading program and project change strategy development, coaching, capability uplift across enterprise, program, and project-level change and transformations. Successfully lead change delivery across end-to-end operational value chain. Successfully delivered change outcomes supporting benefits realisation and continuous improvement through structured engagement, communications, and training approaches or remediation activities.
Key Projects: Transformational: JNJ Pharmaceuticals, Goodstart Early Learning, Org Design, FlexiGroup Org Design, inc new financial product, systems, Contact Centre model change, introduction of new customer & merchant site, Core system (cards) Target Operating Model (TOM) New Product and value proposition. Westpac, CUA Model Optimisation Inc. restructuring, introduce new ways of working, Offshoring, Outsourcing. Digital capability uplift: Card App technology, Greenfield O365 upgrades, Contact Centre Cloud Telephony, ITSM System and ITIL Capability Uplift, SAM & Identify Access Management, and ERP/Oracle Finance Systems Implementation & Program Change Remediation & Turn arounds.
– CORE COMPETENCIES –
Strategic Thinking, Planning & Analytical Problem-Solving
Transformation Change Strategy & Planning
Scoping, feasibility analysis for strategy design
Change Impact Assessments / BTOPP ©
Capability & Job Architecture Assessments & Redesign
Business Readiness, Roadmap Design & Definition
Change Risk Management & Governance
Communications Planning & Delivery
Stakeholder Management, Mapping & Engagement
Advanced Communication Skills
Pragmatic & Collaborative
Advisory, Coaching and Facilitation
– RELEVANT QUALIFICATIONS & TRAINING –
Bachelor of Applied Social Science, Major: Strategic Management (Leadership, Organisation Development & Change) 2010
Developmental Coaching Certification2019/20
Internal Training: Prosci’s ADKAR, Scrum & Agile; IDEO Human-Centred Design (HCD) Thinking Certification 2014/2016
Integral Neuro Semantic Neuro-Linguistic Programming (NLP) Facilitator 2016
NLP & NLP Master Practitioner 2012/2015
PM Partners Project Management for CM Practice Certificate2012
– CAREER HIGHLIGHTS –
Change & People Strategy Development & Facilitation
Determination of change scope, size, and governance. Formulation of overall change strategy, combined with a holistic and integrated change action plan for tactical and transformational change Inc. Program change remediation & Turnaround
Lead & establishment of early adopter induction and change advocate groups across operations, including defining behaviours, key roles, responsibilities, and accountabilities supporting readiness, adoption, and uplifting change capability.
Utilisation of HCD, Prosci, Kotter & PCI approaches to design change interventions, including coaching to capability, change partnering, mentoring and advocacy development and change stream assessments for turnarounds
Organisational Design & Transformation
Define strategy and roadmaps, linking to business strategy for model and customer proposition alignment. Facilitation of capability assessments, including defining new roles, tasks, ways of working, inc Aligned to development frameworks
Collaborate with interdepartmental leaders and SMEs to determine transition requirements and readiness definitions
Evaluation of change impacts to existing roles, processes, technology, and people function Inc. organisation structures for both onshore and offshore teams, customers, merchant / suppliers and product providers
Advisory & Design of employee transition programs. Execution of Capability and Org behaviour baseline assessment addressing capability gaps, supporting readiness and enable designs to support long term improvement activities to be continued
Stakeholder Identification & Management
Evaluation and analysis of stakeholder landscape to validate and redefine engagement requirements & readiness activities
Delivery of change management solutions collaboratively with SMe’s, Senior leaders and business advocates
Initiation of one-on-one and group meetings with senior stakeholders to secure buy-in on specific change activities
Assessment of stakeholder matrix assessment across all impacted divisions and role levels to ensure the design of relevant communication content and deliverables for each stakeholder group
Belinda Anderson- -
Engagement & Communications Planning & Delivery
Lead and completed stakeholder mapping and analyses; evaluation of change capability; and facilitation of initial engagement with key internal and external stakeholder groups including business leaders, C-Level Executives, and sponsors
Oversight and accountability for a range of change engagement and readiness activities, such as roadshows, day in the life and toolbox talk content development with target audience messages and positions
Lead development of key messages and defining change success measures such as uptake, proficiency, and adoption measures. Creation of change-related content, toolkits, announcement and PR communications, Union statements and briefing packs
– EMPLOYMENT HISTORY –
Janssen ( JnJ Pharmaceuticals Global Company): Transformational Change Manager Feb – Aug 22
About: Reported to Mid-Sized markets PR and communications Lead. Brought onboard to lead change related activities for a transformational alignment of several projects, for the commercial division of Janssen consisting of EMEA. Worked across both senior management, executive and operational to review each stream set up change governance and align L&D, comms, and stream leads, assess people impact. Responsible leading, coaching, and advising leaders related to concurrent work, inc. cultural, behavioural, capability structural, role-based assessments, talent onboarding process within the Mid-Sized markets Medical Affairs Behavioural Transformation.
Lead and assess change capacity, maturity, and capability of all leaders on both programs, Lead and designed change framework for EMEA commercial program ‘phoenix’ for implementation across all streams inc Risk and mitigation structure
Lead defining governance model for change related activity across EMEA MSM MAF Transformation program
Liaise with all Executive stream leads to ascertain current state change framework, stakeholder identification, impact assessments and risk modelling for each stream
Lead, designed & delivered facilitated sessions for change capability & modelling awareness e.g., Prosci, ADKAR, Kotter
Design and Delivered Change leadership inc. framework sessions for all leaders across MAF EMEA Mid-Sized markets
Coaching, mentoring and co designing for change strategy & planning development within EMEA MAF MSM for each OpCO (multiple countries and locations)
Provide coaching and co-lead design for Communications strategy, and execution approaches inc key word definition for CE&B OpCo Co-Lead Executive team coaching and facilitation for change leadership, behavioural change strategy development
Goodstart Early Learning – National: Transformational Change Manager June -Nov 2021
About: Reported to Chief Orchestration Officer. Brought onboard to lead change related activities for a transformational Architecture for Centre Support Operations, a national organisation consisting of emp total of 17,000. Worked across both senior management, executive and operational level and Head of P&C. Responsible for leading 4 streams of concurrent work, inc. cultural, behavioural, capability structural, role-based changes including technology component, continuous improvement &uplifts.
Lead all assessments, Including BTOPP analysis, scoping and sizing definitions, validate structural changes. Link change strategy to overarching business strategy, for 4 streams of concurrent work, specifically for a state structure change prototype, coaching and behaviour change model.
Lead stream leads for P&C transition phase development and design, ensured knowledge development and transfer for change maturation.
Assessed and lead the design of continuous improvement transition plan and approach for People (P&C) rearchitecting, inc Assess and define Head of HR roles. Assess level of structural, behavioural, new, and existing role definitions, inc new uplift of services and capability.
Lead Stakeholder analysis, business model review to define future technology, and process requirements to inform ongoing Change transition approach and implementation plan
Lead, designed & advised upon transition implementation interventions reducing identified risks / issues working collaboratively whilst advising head of HR and Chief Experience Officer
Lead and design transition strategy engagement, capability uplift, defined coaching and influenced team behavioural approach Inc. communications approach and execution for related to each stream.
Coached senior leaders to lead Operational transition of prototype for cultural and behavioural change
Outcome: Lead and initiated enablement of head count, defined, and implemented approach to reduce of high-volume HR issues back log by 100% at transition, gained consensus with Contact centre for transition plan to transition 1st level calls, improving response time by 2 days. Coached State Manager to fast-track transition of cultural and behavioural program increasing engagement and reducing resistance by 60% in the first 12 weeks of coaching model implementation.
Belinda Anderson- -
UnitingCare Health National NFP - Qld Remediation Change ManagerMarch-June 2021
About: Change Remediation Brought onboard to lead and review a failed / stalled change project. Assess issues, risk, contributing factors to fails and stalls, including solution fit for purpose use.
Lead and Defined change approaches, engagement, capability uplift and communications approach for related to each stream. Re-focussed to assist with supporting major Cyber incident recovery process, working withing a team of technical experts and senior executives to support the re-instatement of applications, manage communication and training requirements for the recovery of all BlueCare and main Finance applications.
Project Partners – Qld: Senior Change ConsultantJan-March 2021
About: Brought onboard to lead change related activities for a transformational business case proposal, for 45 business entities, with a combined internal and external stakeholder base of 6000.
Defined and assessed scope, size and effort for change and define key communications and link/ground the change to overarching business and IT strategy. Completed Stakeholder analysis, business model, role, technology, and process impact analysis identifying benefits, risks and issues associated with proposed solutions.
Outcomes: CIO and CFO accepted advised and proposed engagement approach reducing engagement issues and resistance, in collaboration with SMEs in readiness for next phase of program; inc engagement and communication approaches. Implemented business community representatives reducing disconnect and increasing engagement by 80%.
Rio Tinto (Global mining company) – Change Lead Global Transformation Program Remediation July – October 2020
About: Brought onboard to lead remediation activities, redefine Transformation /change roadmap of the program change stream rescue for a digital IT Service Management Model, cultural and capability uplift Inc. Technology operation centre implementation and engineering capability uplift and Service desk relocation from Canada to Philippines.
Lead assessment of current state and program change scope, stakeholder landscape review of change artefacts, identify gaps and assess immediate activities for course correction. Review and assess capability baseline and cultural and engagement scores
Identified change risks& issues, formulated program level and project stream roadmaps, Including headcount behavioural and capability assessments in conjunction with specialist ITSM strategy vendor and specialist Program manager for SIAM ServiceNow.
Lead & defined new integrated Engagement strategy, capability uplift and enable a base line re-assessment of capability against ITIL 4 and SIAM cultural ways of working and behaviour
Outcome: Aligned all project streams delivery to an integrated program change approach, restructured detailed plan to allow an integrated program level delivery plan. Design enabled ITSM stream to be course corrected supporting on boarding of SIAM vendor Unisys. Provided outline for cultural re-alignment program; in readiness for engagement delivery fast track and design for cultural program to progress to next stage.
Project Partners Consulting – Qld: Senior Program Consultant Apr-June 2020
About: Project Partners is a specialist Consultancy and Delivery partner with a national presence. Brought onboard to lead the change stream program level remediation for a digital SAAS Evergreen and Infrastructure program consisting of 4 streams, Windows 10 upgrade, O365 implementation, Corporate Wi-Fi upgrade & implementation & Unified communications – Soft phone TIPT & contact centre digital upgrade to Genesys Pure Cloud implementation for Logan City Council
Assessment of current state and program change scope, identify gaps and assess immediate activities for course correction and determined digital cloud transformation change roadmap
Lead the Identification and completion of change stream health check, formulated program level and project stream change roadmaps to support ongoing business growth
Lead and designed key message development for executive level program and stream comms, re-defined program approach, Inc. defining each subset project stream positions and change requirements. Provided advisory recommendations for program name change based on Project change canvass outputs, deliverables, and stakeholder assessments. Assessed all change project and program level stream risks and issues.
Outcome: Cost saving time and resources by 30%, realigned all change activities with project stream delivery, identification of internal resources to up lift change capability and course corrected external vendor approach including outlined engagement approach to reduce confusion and enhance engagement outcomes for delivery.
Private work Nov-2019 – Apr 2020
Private work that was cut short due to COVID-19. Attended to other Family Commitments during this time
Credit Union Australia, Brisbane, QLD May 2019 – Nov 2019
Senior Change Manager (lead)
About: CUA is Australia’s largest credit union, with 50+ branches offering banking, health, and insurance services to circa 500K Australians. Brought onboard to lead the change stream for Customer contact centre Op Model head count reduction digital technology uplift, including SaaS cloud solutions and digital telephony transformation.
Lead and designed change strategy, roadmap and integrated detailed change plan, inc tech advocate implementation, engagement & comms approach & aligned transformation roadmap to overarching business strategy
Lead high level impact analysis and assessment for both contact centre digital telephony upgrade & Op Model inc partial outsource. Lead negotiation and oversight of contact centre change announcement Inc. comms and HR related activities Inc. announcement strategy & PR requirements.
Lead & Co-designed 6-month National People Change Resilience Program with OD Leadership ID Specialist. Lead external Outsourcing Support program vendor RFP, assessment, and Negotiation process. Lead development of tranche support and execution approach for implementing of technology and contact centre Op Model change transition, enabling a seamless transition for announcement.
Outcome: Vendor negotiations: Saved approx. $25,000 to the organisation and project budget, design reduced negative impact, improved resilience levels for change by 10% , (achieved like for like investment for outsourcing 2million)
FlexiGroup (now HUMM finance)May 2018 – May 2019
Leading Edge Consulting: Transformation Change Lead
About: FlexiGroup 750+ staff and over 69K retail partners. Brought onboard to deliver change for an inflight, distresses Op Mode transformation. Consisting of end-to-end customer service & merchant services. Introduced New IT platform, new product, process change across 3 countries& shared professional services for two offshore locations. Advised on changes with commercial portfolio, including product, legal entity change, Finance Oracle implementation across AU and NZ, HRIS/Payroll, treasury & legal
Lead, Designed and Implemented change approaches, including both Operational and C-Suite, for New skype and HUMM product, across the value chain: Customer Service, Complaints, IT, Hardship, Collections, Sales & Distribution, Finance, Marketing, Lending, Settlements & Contact Centre Operations.
Lead designed and delivered end-to-end integrated change approaches for Oracle, Skye App, and Treasury Legal Compliance changes. facilitated all engagement activities.
Assessed headcount Impact for operational value chains: Call Centre, Lending, Settlements and Dealer Support Operation, including Hardship, Collections, Fraud and Customer Experience Teams
Outcome: Delivered change readiness on time and with high level of readiness scores for transition in customer service and merchant services, and other operational teams; contributing to NPS score improvement for Humm and Skye Card App customer service satisfaction improvement 15% in first quarter, on $3- million investment, inc 15% cost reduction
Westpac Bank, GroupTech AppDev Division Jul 2017 – Dec 2017
Senior Change Manager
About: GroupTech AppDev Division is the largest division of Westpac ICT Group with over 3K employees across specialised verticals consisting of onshore / offshore teams with four key specialist vendors. Brought onboard to manage the Group HR Org Restructure and Offshore model capability optimisation program, including a cross-border payments platform project, in collaboration with EGM, Directors, Department Heads, Senior Commercial Managers and 4 strategic partners.
Lead Design and delivered change strategy, optimisation roadmap, inc transition approach and future capability, and team ways of working integration. Supported delivery of culture and global operations support program, aligned to larger transformation roadmap for GroupTech.
Lead & design and execution for announcement, coached executives related to strategic message. Designed, lead and co-facilitated post announcement sessions for new models & future capability requirements.
Designed and lead facilitation of SSC workshops with 9 Division Heads and selected SMEs to define new capability strategy
Co-defined and lead the determination of capability frameworks and supported L&D /OD capability outline for new ways of working, collaborative strategic partner relationships and commercial management.
Lead Development of strategic partner relationships to improve onboarding capability, KT transfer, cultural embedment program outcomes.
Outcome: Model Optimisation indicated improved cultural interactions and ways of working by 10% from previous survey feedback, Agile project engagement outcomes improved by 5% post initial transition. Capability development for vertical uplift of skills and employee and business satisfaction delivery by 10% in 1st quarter measures post transition.
University of New England (UNE) Mar 2017 – Jul 2017
Change Lead
About: UNE is a public university with over 14K undergraduate and more than 6K postgraduate students. Brought onboard to implement change capability, uplift change skills while delivering and managing an identity Access and Management program. Managed communications with C-Suite and Senior Executive stakeholders; inc impacted operational staff across all divisions,
Lead, Designed and initiated change intervention, including coaching for change capability, change partnering, mentoring, advocacy development, sponsor, and leader roadmap. Lead, designed and Facilitated student and staff journey mapping through discovery phase workshops, developed avatars, and defined change measures
Belinda Anderson- -– EARLIER EXPERIENCE –
NSW TrainLink Oct 2016 – Jan 2017
Senior Organisational Transformation & Change Lead (Direct Engagement)
About: As part of the Transport NSW Cluster, NSW TrainLink is a coach and train operator providing services throughout NSW and into the ACT and the states of VIC, QLD, and SA. Brought onboard to deliver specialised change management consulting assessment and advice, including capability alignment with safety case, stakeholder alignment for Op Model change, introduction of new Intercity fleet, and IR/HR consulting processes.
Lead and executed internal high level stakeholder analysis, including Transport Divisions for HR requirements and Sydney Trains Divisions (such as Engineering, Platforms, Customer Service, Electrical, SEQR and Projects Divisions), to provide clear insight for communications strategy and planning
Lead Co-design activities for engagement approach across multiple functions, divisions, and transport cluster groups, including NSW TrainLink Leaders, Capability, and IR/HR Senior Leaders for engagement strategy development
APA Group (national Utilities) Apr 2016 – Jul 2016
Change & Transition Manager (Direct Engagement)
About: APA Group is a leading Australian energy infrastructure business employing over 2K staff, operating the largest interconnected gas transmission network across Australia. Brought onboard to scope, evaluate, and design a comprehensive change strategy and associated action plans for an enterprise content management system.
Implemented engagement and communications strategy design for all varied stakeholder groups, Drafting & Engineering Field Operations nationally.
Executed initial communications awareness plan, successfully engaged and informed varied groups, determined through online feedback mechanisms and surveys.
Successfully establish early adopter induction and change advocate groups, including defining behaviours, roles, responsibilities, and accountabilities.
Laureate AustraliaOct 2015 – Dec 2015
Senior Change Lead (Direct Engagement)
About: Laureate Australia forms part of Laureate International, which consists of 25 institutions across 150 campuses offering university online & on campus both nationally and internationally. Bought on board for OP Model and Structural change / Transformation advisory.
Worked directly with University & School leaders Completed BTOPP assessments across portfolio of change including Op Model, consulted within a newly created matrix organisation Worked directly with executives in an advisory capacity.
Provided change management solutions and advice relating to change Impacts for Operational Teams and Deans across each school and subdivision. Facilitated engagement strategies for Organisational IT /HR Headcount change comms.
Outcome: Improved delivery outcomes by 30% in initial project delivery / upgrade of 3million investment. Successfully provided roadmap, embedded change management practices in transition team for future deliveries
Insurance Australian Group (IAG) Limited Oct 2014 – Oct 2015
Change Manager / Lead (Direct Engagement)
About: IAG Ltd is a multinational insurance company employing over 13K staff and offering general, commercial, vehicle, home, and contents insurance. Assumed a high-profile role within the Strategic Technology Portfolio for complex implementations enterprise-wide and across numerous national and international sites.
Key projects included:
ITSM R1,2,3 – including Service Management, Service Catalogue, Technical Change Management tools, Reporting, Self Service Portal Delivery Process improvement and capability uplift
SAM – enterprise operations and multiple corporate and operational business units
TOM greenfield set up, Co-designed and delivered new Greenfield Team Op Model, resulting in high engagement, capability uplift, improved process outcomes, values, initiation, and embedment of behaviours.
Wesfarmers acquisition – National and International Contact Centre and Corporate Telephony Separation / Integration. Including an organisational wide change in IT infrastructure across 5000+ sites
Enterprise-wide Office 365 – inclusive of business case assessment, scoping, high-level impact analysis, high-level initial transition planning
TfNSW Portfolio Jan 2013 – Aug 2014
Organisational Change Manager – Electronic Records and Documents Management Program, TfNSW Projects Division
Senior Organisational Change Analyst – ITIS Program, Customer Experience Division
Senior Organisational Change Analyst – Transition Stream: Corporate and Operational SEQR Org restructure
RailCorp – Org Separation and Model redesign, new entity creation Sydney and NSW Trains
IAG (Retail Business Insurance), Organisational Change Specialist (with project management duties)Jul 2012 – Nov 2012
NSW Police Force Operational Policing Systems Upgrade, Benefits / Organisational Change Analyst Mar 2012 – Jul 2012
Westpac PPSR Compliance Project, Organisational Change Analyst Mar 2012 – Jul 2012
