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.