Genesis 2 Network

Editor

SU Australia

I lead the organisation's strategic initiatives - bringing vision to life; 
I'm also tasked with lifting the leadership capability across the organisation; 
Plus some company secretary duties.

The objective of the role is to foster a child-safe culture, and driving impactful projects for children, youth, and families across Australia.

Associate Director

I lead a national team remotely. The main premise of this role is to optimise support operations to drive high customer satisfaction. I have a track record in managing diverse teams and implementing innovative strategies.

I lead a dynamic national team, overseeing 3 direct reports and 10 indirect reports, serving 1000+ employees, volunteers, community members, and beneficiaries. My responsibilities span query resolution via multiple channels (email, phone, website), chaplaincy support, volunteer recruitment, ministry finance, and event coordination. I also manage critical incident response, ensuring compliance with child safety regulations and educational policies.

Other Achievements:
✅ Unified a decentralised team to a single national team
✅ Streamlined and simplified processes
✅ Implemented 'Resolver', an advanced digital incident management system.
✅ Implemented a robust critical incident management policy.

Realised 5% savings in time and cost of operations from enhanced efficiency and productivity so far post org merger.

Experience:
🔹 Support Strategy and Leadership: I drive strategic initiatives to enhance customer support, streamline processes, and boost efficiency.

🔹 Customer-Centric Focus: Understanding customer needs, ensuring timely, effective, empathetic assistance, and fostering customer loyalty.

🔹 Data-Driven Decision Making: I leverage data analytics and KPIs for informed resource allocation, faster response times, and shorter resolution times.

🔹 Cross-Functional Collaboration: I promote collaboration with IT, Finance, and Systems teams to address customer issues, drive product improvements, and align support with missional goals.

🔹 Continuous Improvement: I lead ongoing training, development, and process refinement to keep our support hub at the forefront of excellence.

Skills:
✨ Remote Team Leadership
✨ Customer Satisfaction
✨ Process Optimisation
✨ Data Analysis
✨ Cross-Functional Collaboration
✨ Continuous Improvement

Group Manager Support Hub

I maximise productivity, reduce costs, and ensure that field operations consistently deliver outstanding performance.

As the Field Performance Manager, I oversee 1 HR Business Partner as we partner with Regional Managers to foster positive workplace environments and manage employee relations. I have a proven track record in conflict resolution, compliance, and maintaining a harmonious work atmosphere. My expertise extends to handling complex employee issues, implementing fair policies, and facilitating the return of employees from various leaves, including medical, parental, or disability. I am dedicated to promoting employee well-being and ensuring organisational success through strong employee relations and smooth return-to-work procedures.

In this role, I've been entrusted with several key responsibilities and accountabilities, including complex tier 3 case management, performance and injury management, team performance management, system improvement design, and providing guidance to frontline management on people-related issues. Additionally, I report on insights to risk and governance issues to the Executive and risk and compliance teams, aligning our practices with the latest recommendations from the royal commission.

Field Performance Manager

This is a newly created team in the Mission Support department of the organisation. As a pioneering team, my areas of influence include:
- change management
- process management
- team development
- resource planning

Day to day, my areas of responsibilities include:
- Performance management and analysis
- Lead investigator in misconduct matters
- Rehab and return to work
- Premium reduction strategies
- Building and enhancing relationships with internal and external stakeholders
- Developing leadership capability within the department
- Provide leadership for 1 direct report.

Through careful prioritisation and planning, the efficiency gains from simplifying and streamlining work to be done has seen the team save circa $50,000 in additional resource needs for 18 months.

Field Performance Delivery Manager

I am a jack of all trades in this generalist HR role. Some of the output so far in my tenure and continuing responsibilities include:
- review and update people related policies
- advise and lead matters relating to performance management and rehabilitation
- conduct disciplinary meetings
- facilitate business process improvement
- consult, develop and implement the organisation's safety management system
- lead the review of the organisation's first aid needs 
- lead the health, safety and child protection portfolio by preparing quarterly reports and chairing consultative committee meetings.

I have a knack of working with management at all levels to achieve win-win outcomes by being an empathic listener - from newly appointed Managers to senior Directors.

People Services Business Partner

Toastmasters International

Achievements:
Oct 2019 - Awarded 'Competent Leader' designation
Jul 2016 - Awarded 'Competent Communicator' designation
Jul 2015 - Jun 2016 - Vice President Membership

Member

Suncorp Group

I was responsible for providing proactive advice to the business on current and emerging safety and wellbeing matters. I also provided first response to all incident and hazard notifications through SafetyCentre and maintaining the safety management system. As a senior member of the team, I was a point of escalation for junior safety professionals in the team.

Accountabilities and achievements:
•	Led the service delivery of technical advice and support for all mid-tier safety and wellbeing matters, including risk management, incident and injury management, audit and verification, consultation and work health and safety legislative compliance requirements;
•	Embedded a new safety management system within the business through facilitation and training;
•	Drive the implementation of key controls to prevent workplace incidents and hazards;
•	Implemented continuous improvement opportunities within the team. These included streamlining team processes for response to incident and hazard management and refreshing staff intranet content for first aid kits to promote self-service. This led to an increase in operational effectiveness by approximately 20%;
•	Audit case officers’ files weekly and recommend strategies to improve ways cases are managed. The team’s case load is collated into a weekly report which is circulated to the HR Executive Managers and Executive General Managers of the function;
•	Prepare monthly reporting with insights and trends relating to injuries and hazards which is circulated to HR leadership team;
•	Developed and trained operational team leaders in leadership meeting on hot topics such as ‘fatigue management’ to raise awareness and affect culture change;
•	Delivered flu vaccination program across multiple sites at a national basis.

HR Consultant - Safety and Wellbeing

In this specialist employee relations role, I was responsible to provide timely, accurate and legislatively sound HR case management advice that is risk balanced, commercially focused and aligned to the Group’s values, policies and practices. 

Key achievements:
•	Managed a portfolio of about 25 cases with a mix of performance and conduct issues, and successfully defended an unfair dismissal claim and a common law claim within approved settlement parameters;
•	Served as project lead aimed at finding operational efficiencies by simplifying the manual termination procedure to minimise self-service processing errors from the business by 50%;
•	Developed a leaders’ pack to help them gain an understanding of the roadmap for managing performance the ‘Suncorp way’;
•	Prepared quarterly reporting and commentary on insights and trend analysis relating to people issues.

HR Case Consultant

This is a senior role within the CTP team. I provide clinical and technical expertise to assess CTP claims for reasonable and necessary treatment and rehabilitation requirements in conjunction with the Claims Advisors, treating practitioners and rehab providers. I also planned to ensure cost effective, evidence based injury management principles are applied.

Key achievements:
•	Managed a team portfolio of about 120 motor vehicle accident claims with a mix of injuries including whiplash, sprains/strains and PTSD across five claims handlers by determining reasonable and necessary treatment, reviewing claim files, medical reports and advice on rehabilitation strategy;
•	Chaired monthly ‘leadership triangle’ meetings responsible for leading and managing the team to achieve optimum claims outcomes for the customer and the organization;
•	Achieved high return to work rates (<80%) for injured customers in team’s portfolio, which reduced claims costs by approximately 20% through a customer first approach;
•	Deployed problem solving and countermeasure action plans in the revamped claims management procedure targeted at reducing claims cost and claim settlement parameters by another one percent;
•	Team “Claims Engage” coming third in Queensland out of 100 ideas across the business for a design competition on innovation in 2015 for “iRecover back to life” – an app proposed for injured customers to self-serve on their mobile devices to track status of their claim.

Injury Management Advisor

I assisted the project management and planning of key initiatives with a Commercial Insurance wide focus.

Key achievements:
•	Successful rollout of the ‘Made Better Series’: A series of 12 courses based on neuroscience designed to meet the strategic priorities of ‘empowered workforce’; ‘network collaboration’; and ‘customer first’ by lifting emotional intelligence capabilities and psychological wellbeing;
•	Led, developed and implemented governance framework for keeping course content current offered by the Commercial Insurance Learning Campus.

Learning and Development Project Officer

I am responsible for ensuring positive return to work outcomes for employees affected by injury or illness (work or non-work related), ensure compliance with relevant legislative requirements and coordinating rehabilitation outcomes with a business focus. 

Key achievements:
•	Managed a portfolio of about 80 rehabilitation cases with a mix of complex work related and non-work related injuries such as repetitive strain, psychosocial and manual handling cases across six states and two territories as well as facilitating income protection claims;
•	Lead and conduct regular feedback sessions on claims management strategies for ongoing professional growth and development;
•	Contributed to the reduction of workers’ compensation premiums and lost time injury metrics by leading an ergonomic early intervention project and assisted with the implementation of InjuryNet.

Rehabilitation Officer

IPAR

I provide labour market assistance to job seekers and ensure excellence in customer service. This is achieved by conducting vocational and fit for work assessments with clients who sustained compensable injuries to ensure a safe and sustainable return to the workforce.

This role is similar to a recruitment role in HR in that I assess transferable skills, counsel clients and place them in work trials with a host employer.

I consistently achieve a billable budget of 80% per day and 66% of return to work rate for redeployed customers. 

Key accountabilities:
• QLD transferrable skills assessment
• NSW section 40 assessments
• Medico legal vocational assessments
• Job preparation services 
• Case Management
• Suitable duties development
• Job placement
• Career development
• Candidate marketing
• Return to work services

Rehabilitation Counsellor

I am responsible for ensuring positive return to work outcomes for employees affected by injury or illness (work or non-work related) and ensure compliance with relevant legislative requirements and coordinating rehabilitation outcomes with a business focus. 

Key accountabilities:
• Co-ordinate, disseminate or manage all incoming incidents via our central OHS Inbox.
• Facilitate case management for Workers’ Compensation claims.
• Provide advice, expertise and consultation in injury management strategies and rehabilitation case management.

Rehabilitation Support Officer

New Balance

Office Administration and Sales

Kelly Sports

Sports Coach

Sharing Hard-Earned Lessons on Career Growth | Editor of Genesis 2 | Follow for Weekly Insights to Help You Navigate Transitions with Confidence and Purpose

Hello 👋

I'm Paul. It's nice to meet you.

𝗠𝘆 𝗦𝘁𝗼𝗿𝘆:

At 19, a heart condition diagnosis turned my world upside down. Surgery and rehab fueled my passion for exercise science and helping others overcome adversity.

I began my career by helping injured workers return to work or transition to new roles. I supported many individuals facing:

❌ Overwhelming challenges, including burnout, 
❌ Feelings of insignificance, 
❌ Isolation, 
❌ Fear of failure,
❌ Major life transitions.

Later on, I pursued an HR degree and an MBA, gaining skills in:

🟢 Managing performance and addressing misconduct
🟢 Helping individuals find direction and personal growth
🟢 Designing goal-achievement frameworks
🟢 Nurturing mindsets for sustained success and serving as an accountability partner

Laid off in 2017, I applied my own frameworks to navigate this challenge.

Since then, I have advanced to leadership and management roles at a nonprofit organisation, where I successfully led and unified a national team remotely, and streamlined systems and processes following a merger.

𝗪𝗵𝗮𝘁 𝗜 𝗱𝗼:

I partner with those who feel stuck or unfulfilled in their careers. Through personalised mentorship, actionable insights, and proven frameworks, I help you to navigate transitions, develop essential skills, and realise your vision.

Other than mentoring and writing, I lead the organisation’s strategic initiatives, bringing our vision to life and enhancing leadership capabilities across the board.

𝗖𝗼𝗿𝗲 𝗢𝗳𝗳𝗲𝗿𝗶𝗻𝗴𝘀:

✅ Crystalising personal and team purpose
✅ Developing customised growth strategies
✅ Providing accountability


𝗚𝗲𝗻𝗲𝘀𝗶𝘀 𝟮 𝗡𝗲𝘄𝘀𝗹𝗲𝘁𝘁𝗲𝗿:

As Editor-in-Chief of Genesis 2, I deliver weekly actionable insights for personal and professional growth. Every Wednesday, subscribers receive a 5-minute read to:

🔹 Find deeper meaning
🔹 Live with greater purpose
🔹 Lead more effectively
🔹 Navigate transitions confidently

Through Genesis 2, I transform uncertainty into opportunity, guiding readers toward more rewarding lives.


𝗔𝗰𝗵𝗶𝗲𝘃𝗲𝗺𝗲𝗻𝘁𝘀:
🏅 Top Voice in Nonprofit Leadership on LinkedIn
🏅 Helped numerous individuals transition to fulfilling roles
🏅 Led initiatives that increased organisational impact and community engagement

Let’s connect to explore how I can help you expand your influence, create meaningful change, and leave an enduring legacy.

The future is yours to create.

Paul Chen

University of Melbourne

Teach Customer Experience Design that includes how to:

• Apply Human-centred design (HCD) tools in order to facilitate meaningful customer experiences. These tools include: discovery research, customer personas; journey mapping; service blueprinting; hook; jobs-to-be-done; desirability, viability and feasibility (DVF) framework; double diamond framework; concept testing, prototyping and change management. 
• Share experience and knowledge gained from working in the industry and advise what works and what doesn't from a practical and commercial sense. 

Highlights
•Successfully delivered the semester with great student feedback. 
•Self managed the subject, and updated content and supporting material with AI and new CX technologies.

Lecturer, Customer Experience Design (part time)

Three6

As a Lead Consultant in Service Design, Technological Solutions, and End-to-End Customer Experience, my role centres on creating exceptional customer journeys. 

Leveraging my deep expertise in the Agile product delivery framework, I specialise in bridging the gap between design and development of proposed solutions, ensuring seamless end-to-end customer experiences. 

My responsibilities encompass project management, effective client communication, and problem-solving to ensure businesses consistently deliver top-quality services and products. Specialising in optimising customer experiences, I excel in integrating innovative technologies and design principles to ensure businesses provide seamless, user-centric solutions and products that drive satisfaction and success.


Highlights:
• Led the design and development of end-to-end service experience by ideating, prototyping, user testing and deploying self-service enhancements. Resulted in 70% higher uptake in self-serve model.

• Lead consultant on a strategy project for a renowned Aged Care organisation where I developed their 5-year strategy including their strategic guidelines, service offerings and associated high-level product roadmaps.

• Designed and incrementally delivering Technology roadmap of Three6 focussing on Cyber security, effectiveness and efficiency, inter-operability with 3rd party and productivity.

Lead Consultant

Tata Communications Transformation Services (TCTS)

As a Senior Product Manager, I do  market research, strategy development and design product roadmap. Using  Agile methodologies (Safe Agile) I'm responsible to design, develop and deliver cloud based enterprise internet solutions.

To lead cross functional teams of designers and software developers to continuously deliver product updates, keeping  great Customer Experience at the forefront of all decisions deliverables is one of the primary day-to-day objectives. 

All the above, whilst managing allocated  budget  and help sales team build opportunities to maximise sales

Highlights

• Led development using Agile methodologies of the digital portal for new Software Defined internet products; on track to be released in Q4 2022
• As a Product Owner / Product Manager picked up a product half-way through, and brought stability, structure to the agile ways of working within 2 months that enabled the product to delivery features every fortnight.
• Brought alignment and consistency between customer experience, UX and/or UI methods, standards and tools across the product development squads for relevant product, reducing 20% carry forward of incomplete user stories.

Senior Product Manager (Optus)

Optus

As a Service Design and Activation ( also known as Service Fulfilment Manager) I was responsible for: 

•	People Management (3 Teams, Direct reports – 9)
•	Vendor and stakeholder management for on time delivery of projects
•	Design and Delivery SME for products such as, Ethernet, WDM, IPVPN, Internet, MRS, SDWAN and SDN
•	Solution design for Software Defined Network 
•	Service Delivery; designing and provisioning of network services 
•	Working within set budgets for delivery and design work


Highlights
•	Optimised service design & service delivery execution; attained 99% accuracy in service readiness
•	Employed Continuous Service Improvement (CSI) techniques; 90% reduction in service cancellation business cost
•	Coaching direct reports; better productivity and morale.

Manager -  Service / Product Delivery 

Responsibilities
•	Achieve  Sales targets on a quarterly basis
•	Build synergies with customers i.e.  enterprise organisations to increase revenue and value
•	Develop and manage pipeline, providing weekly update to forecast
•	Maintain relationship and drive strategic alignment with customers; increase Optus' footprint 
•	Leading RFP, RFT

Achievements:
•	Closed circa $900,000 Total Contract value in 7 months
•	Lead RFP response for Wesley College valued at $5 - 7 million.
•	Resolved outstanding customer issues pending for years in months
•	Generated new opportunities worth $500,000 in 3 months whilst working on closing ongoing deals. 
•	Received Hero of the Sales team award across Victoria in first 3 months.

Enterprise Account Manager

Uecomm

Responsibilities:

•	Technical Escalation Management
•	Vendor Management
•	Provide technical operational leadership and development of network support engineers
•	Process and reporting management of incidents
•	Mentor and train Tier 1 network engineers on best practices, Uecomm ways of working, technologies 
        and Uecomm / Optus Infrastructure

Achievements:

•	30% reduction in repetitive faults
•	Scripted and automated fault management—saved 2 business hours every day
•	Better Alarm response times

Other projects: 

•	Cloud Connect – Assisted in testing (in China) and implementation of Cloud network using 
        WDM rings in Melbourne.
•	Turn Up Testing improvement – Researched, tested, implemented and trained for new ITU 
         Y.1564 standards across Uecomm.

Technical Lead / Senior Network Support Engineer

Scope
•	Understand customer's problems, requirements and needs, and design potential 
        solutions
•      Audit customer networks for inefficiencies and security issues & redesign solutions to save 
        costs and improve compliance
•	Support provided for customer re-sign team  
•	Assisted Account managers and pre-sales, providing technical review of customer network architecture

Presales Engineer

Role -  Tier 2 Network Engineer 

Responsibilities:

•	Network Administration – As a part of Tier 2 team, proactively keeping the Uecomm core network healthy.
•	Resolving major network incidents –  Involved in troubleshooting core network issues to resolve major network incidents
•	Escalation management – Technical escalations from Tier 1 engineers and expediting resolution of network incidents.
•	Vendor escalations – Get support from Vendors (Alcatel, Ciena, Cisco, etc) to resolve network issues.
•	Assisting Tier 3s - Providing technical assistance in rolling out major network upgrades and other developments in the network.
•	Assisting Engineering Team - Working with engineering team in order to roll out new products.
•	BGP administrator – Processing new BGP customer request; BGP troubleshooting
•	DNS administrator – Processed DNS changes
•	Asset management/Spare management

Network Engineer Tier 2

Role - Network Support Engineer

Responsibilities:-


•	Primary role involved troubleshooting different transmission technologies such as DSL, Fibre, WDM and Ethernet over DSL, Ethernet over copper, 
•	Managed different layer 2 networks of the company such as Cisco, VPLS.
•	Experience with different vendors: Cisco, Alcatel, Huawei, etc.
•	Assisted in Fibre optic cable repair during joint rectification, new service installation or fault isolation and resolution. 
•	Troubleshooting of various issues, to name a few – 
•	Packet loss issues
•	Device fault issues
•	Loss of services issues which could further be due to numerous reasons
•	Fibre optic cable issues
•	Configuration issues
•	Third party issues
•	Hands on experience with Cisco (800 series, 1700 series, 3550, 7750 etc), Alcatel SR7750 and Huawei devices.

Network Support Engineer

Primus

Primus Telecom, Melbourne, Australia: (June 2008 – October 2009)

Role - Corporate Technical Support Consultant  

Responsibilities:- 

•	Worked on SHDSL, ADSL2+, ADSL, VODSL, ISDN and PSTN technologies
•	Configured routers (Cisco 800 series), DHCP, DNS, PPPoE, PPPoA; IP addressing.
•	Provided 24x7 support and solution for voice and data network issues.
•	Managed and maintained Domain related services: DNS changes; modification of records.
•	VOIP assistance, managed call flow, call routing, VOIP phone troubleshooting, Adtran Switches.
•	Provided quickest, optimal, reliable and the most substantial solutions.
•	Train new starters in residential technical support about technologies, iPrimus Network, and good 
         troubleshooting practices

Role - Residential Technical Support

Responsibilities:-
    
•	Configured ADSL, ADSL 2+ support, Dial up modems and provided full support
•	 Solved Radius Authentication issues.
•	24x7 support
•	Email support (POP, Webmail)
•	Computer and Modem configuration and troubleshooting.
•	Phone faults escalations handling.

Residential and Corporate Techical Support

Woolworths

Role - Service Supervisor / Service Cashier

Responsibilities:-

•	Cashier Management, allocation of breaks, providing assistance in customer queries, backing up, 
•	Cash register management, scanning bags and placing into bags with company specifications, 
•	Refund management, Store front end management, Counting and balancing registers.

Service Supervisor/Service Cashier

Centre of Sustainability and Leadership

Role - Network Administrator

Responsibilities:-

Active Directory services (creating users and computers, profile maintenance etc), Help desk support for users (Access problems, Account troubleshooting, Printer support, training), MS office support, Microsoft SharePoint support, Email and implementation of Microsoft exchange.

Windows XP, Vista troubleshooting, Windows 2003 server administration, updates, Imaging.

Network troubleshooting, Managing User connectivity issues, Remote Desktop, Virtual Servers (VMware) implementation and troubleshooting.

Wireless network setup, Modem advanced configuration involving port forwarding, DHCP relay, Bridge mode utilization etc.

Network Administrator

I.T. Networks

➢	Role- System Administrator

Responsibilities:-

•	Maintained and Managed Windows 2000 servers 
•	Configured 2600 series router with Access lists in OSPF, EIGRP protocol environment.
•	Up to 50 computer installations, imaging , Automated Windows installation
•	Troubleshooting Printers and Servers
•	Web-site development assistance.

System Administrator

I am a product manager with a technological background. My passion lies in bringing the customer’s perspective, needs and insights—highlighting their ‘why'—to the table. I thrive in collaborative environments and love to solve problems that enhance the customer experience. This is where I happily lose track of time. 

I have 16 years of experience in the technology industry, working in technical and leadership roles. Over the last 5 years, I have been working as a Product Manager and Lead Consultant for both big corporations and startup companies. 

My most recent role was as Lead Consultant at Three6, where my main achievement was to lead the design and development of the end-to-end service experience, which resulted in an increase of 70% to the uptake of the self-serve model.

Prior to this, I was a Senior Product Manager at Optus, where I led the design and development teams to deliver two cloud based internet products using SAFe Agile. 

For my next role, I’m looking to manage or develop product(s) that add value to customers, raise the baseline of the customer experience, and provide a positive change in their lives.

taplio

The Battle

Paul Chen

Rahul Grover

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