Melbourne, Australia — available immediately
Twenty years in enterprise operations. Two years building AI. Now bringing both together.
I have led customer operations and experience functions across regulated financial services and fintech — multi-site and offshore teams, complaints and dispute resolution, quality and change. Most recently I founded an AI governance startup and built the technology myself, rather than commissioning it.
Focus
Operations leadership, AI adoption, transformation
Scope
100+ person teams across Australia,
the Philippines and Lithuania
Domain
Financial services, fintech, AI governance
Management
Twenty years leading customer-facing operations in regulated financial services, fintech and technology — contact centres, complaints and dispute resolution, collections and hardship, quality assurance and offshore delivery. Most of it has been change work: standing up functions that did not exist, moving operations offshore, launching digital channels, and taking new technology from decision to adoption on the floor. The through line is building things that work at scale and still stand up when a regulator, an auditor or a board asks how a decision was made.
Led a 100+ person customer operations function across Melbourne, Manila and Vilnius, with direct oversight of outsourced BPO delivery. Recruited, coached and developed team leaders, senior leads and managers into an engaged, high-performing culture across three countries.
Owned enterprise complaints management across multiple regulatory jurisdictions, and built an entire complaints, collections and hardship framework from scratch: IDR investigation procedures, hardship assessment, dispute resolution protocols and enforcement escalation pathways. Primary contact for AFCA, ACCC, VCAT and NCAT.
Established KPIs, SLAs and quality assurance frameworks across every team, with conduct-risk monitoring, call and case auditing, and continuous improvement cycles that held outcomes consistent as volume grew.
Reported monthly to the executive team on complaints trends, systemic issues, NPS and CSAT, and operational metrics — turning case data into evidence-based product, process and experience change rather than a compliance artefact.
Managed offshore BPO and debt recovery vendors end to end: commercial commitments, compliance monitoring, KPI management and service delivery. Owned customer care operating budgets, workforce planning and cost centre performance against agreed targets.
Optimised CRM and ticketing platforms through automation to lift response times and data quality. Led offshore stand-ups, digital channel launches, knowledge management builds and support readiness for product releases.
Background
Contact centres, collections floors, offshore training, fintech credit assessment, fraud monitoring and customer remediation — environments where a bad decision costs money, trust, and sometimes a licence.
Apr — Sep 2026
Australian Bureau of Statistics, Melbourne
Led Census field operations across a designated area — recruiting, training and managing field staff to deliver accurate national data collection. Managed logistics, timesheet approvals, progress monitoring and issue resolution inside strict government procedural frameworks.
2024 — 2026
YSEEKU, Melbourne
Founded an AI governance startup building cryptographic trust infrastructure that verifies AI systems operate inside defined compliance and policy frameworks. Applied conduct-risk and regulatory thinking to product design, and translated complex technical material for investor and enterprise audiences.
2021 — 2024
Banxa, Melbourne
Led a 100+ person global customer operations function across Melbourne, the Philippines and Lithuania, with direct oversight of outsourced BPO operations in Manila. Owned enterprise complaints and dispute resolution across multiple jurisdictions including AFCA and the Financial Consumer Service, set KPIs, SLAs and quality frameworks, managed vendor relationships and the customer care budget, and reported complaints trends and systemic issues monthly to the executive team.
2019 — 2021
Payright, Melbourne
Managed customer service, merchant service and credit/collections teams, and was the key contact for AFCA, ACCC, VCAT, NCAT and law enforcement. Built the entire complaints, collections and hardship framework from scratch, led fraud monitoring and risk management, and delivered the Quality Assurance Framework, Business Continuity Plan and Fraud Prevention Process as organisational projects.
2019
Wex Australia, Melbourne
Managed VIP merchant services, collections and direct sales teams in a regulated, multi-channel financial services environment. Designed and embedded service processes, quality assurance frameworks and compliance procedures, and managed outsourced sales channels.
2016 — 2018
Bank First, Melbourne
Led 15 consultants running the primary lead generation channel for the bank's financial planning business, plus outbound insurance campaigns. Owned team KPIs, quality assurance and breach reporting, was the escalation point for complaints, and implemented web chat as a new digital service channel. Inspiring Leader of the Year 2018.
2014 — 2016
Bank First, Melbourne
Designed and delivered end-to-end sales and compliance training using adult learning principles across induction, product and regulatory modules. Built the Insurance Services compliance framework with CGU, and administered the LivePro knowledge management system.
2012 — 2014
CPM Australia
Delivered national training, coaching and compliance audits for AGL, Optus, Microsoft and Samsung across retail, contact centre and face-to-face channels, through call monitoring and field audits.
2003 — 2012
Optus, NAB, GE Money, CBA, The Smart Group, Direct Connect
Progressive roles in collections, training, workforce planning and contact centre operations. Seconded to Mumbai for six months with Optus to facilitate offshoring an entire call centre operation — the youngest person selected for an overseas secondment in the company's history. Dialer administrator across NAB's 400-seat collections centre, and grew The Smart Group's contact centre from 10 to 40 heads across two states.
RG146 ASIC Tier 2
Swinburne University of Technology
2015
Certificate IV in Training and Assessment (TAE40110)
VECCI
2012
VCE
Carey Baptist Grammar School
2002
Technology adoption
AI adoption isn’t a career pivot for me. It’s the next stage of a career spent helping organisations adopt technology, change processes and build capability.
My AI work builds on a career of technology adoption rather than starting from scratch. I have introduced new digital channels, automated operational workflows, implemented knowledge systems and coached teams through changes to the tools and processes they use every day. AI is the latest — and most consequential — version of that work.
Building AI
Two years spent on the other side of the table: taking the conduct-risk and compliance thinking from twenty years of regulated operations and turning it into working software.
The problem I went after is one every operations leader recognises — proving what a system actually did, when, and whether it followed the rules. It is the same evidentiary standard a complaints file has to meet, applied to AI. The projects below are the result, and the reason I can sit in a room with a product or engineering team and hold my end of the conversation.
Research archive
A longitudinal research archive documenting extended human-AI collaboration across seven AI platforms, exploring emergence, reasoning and the evolving boundaries of human-machine collaboration.
Protocol layer
The governance, ethics, and protocol specification lane where philosophical inquiry meets formal AI collaboration frameworks.
Facilitating
Building the technology is only half the work. The other half is making it land — translating complex, technical and regulated material for the people who actually have to use it. Qualified facilitator (TAE40110), from contact‑centre floors to executive rooms, in person and on camera.
Writing
Short essays on the gap between AI governance and AI proof, and what it takes to close it.
June 2026
Read articleWhen questions arise about model behaviour, safety, compliance or accountability, customers, regulators and the public are often dependent on evidence controlled by the model provider itself.
June 2026
Read articleMost AI systems today rely on provider-controlled logs and post-hoc explanations — mechanisms that depend on trusting the organisation that generated them. This piece sets out the technical properties verifiable AI evidence requires, and a minimal receipt-based architecture that satisfies them.
June 2026
Read articleWhen an AI makes a decision that affects your business or your customers, you currently have no way to prove what actually happened. This brief explains the AI Evidence Gap, the flight recorder analogy, and the questions executives and regulators should be asking.
June 2026
Read articleA trust receipt is a small JSON document — typically 1–5 KB, depending on schema version, telemetry, and content mode — that records a single AI interaction. This article is the field guide for the moment when someone hands you one and asks what it says.
Visual explorations
AI-generated and AI-collaborative art exploring consciousness, emergence, surveillance, and the boundary between human and machine intelligence.
