Personal Details

Name: Colette M.Ritchie

Email: Colette.ritchie@centrelink.gov.au

Current Position: Manager

Debt Recovery Unit

Centrelink，Area

East Coast

Education

·Post graduate certificate in human

resource management(distinction) completed 2003.

Graduate certificate in HR Management

competencies: Organisational Development, Workforce Planning, Recruitment and

Selection, Reward and Recognition, Learning and Development, Performance

Management, Employee Relations, Workforce Diversity, and Legislative

responsibilities such as Occupational Health and Safety.

·Diploma of Frontline management completed

2001.

Diploma of Frontline Management

competencies: Change Facilitation, Development of Workplace Learning,

Professional Development, Leadership, Management of Operations, Teams,

Workplace information, Quality Customer Service, Occupational Health and

Safety, and Continuous Systems and Processes.

Other Courses & Training

·Human Resource information systems (HRIS)

(2002)

·Small business training (1995)

·Book keeping (1990)

·Train the trainer (1991)

·Trade certificate hairdressing (1985)

Work Experience

December 2002-present

Team leader/manager

Debt

Recovery Unit

Centrelink,

Area East Coast Team

unit: 47 staff

Responsibilities:

·Achieving Business and Quality Outcomes,

·Change Management,

·Business Improvement Planning,

·Resource Management,

·Workload management,

·Workforce planning,

·Recruitment and selections,

·Leadership development,

·Performance assessment, and

·Building partnerships with business and

community.

March 2002-November 2002

Team leader

Employment services team

Sydney call centre

Centrelink,call network

Team units: 20 staff

Call centre unit: 150 staff

Responsibilities:

·Overseeing and managing a team of 20 staff

on a group and individual level;

·Team & individual performance

management;

·Allocation of work, coaching and feedback;

·Monitoring of team performance, work flows

and quality;

·Operational /technology: planning and

delegation of staffing needs and requirements;

·Communications liaison with team and work

unit;

·Project management: development, and

implementation of working policies and practices.

November 2001- February 2002

Operations

manager Sydney

call centre Centrelink,

call network

Call centre staff: 150

Responsibilities:

The general direction and management of all

call centre operations such as:

·Achieving business and quality outcomes,

·Change management,

·Business improvement planning,

·Resource management,

·Workload management,

·Workforce planning,

·Recruitment and selections,

·Industrial relations,

·Occupational health & safety

(OH&S)

·Leadership development,

·Performance assessment, and

·Building partnerships with business and

community.