Capabilities
Capabilities that turn strategy into operational outcomes
A combination of healthcare transformation, business analysis, operational readiness, deployment and adoption, governance, business improvement and stakeholder leadership developed across frontline service delivery, operations and enterprise transformation.
Business Analysis
- Requirements elicitation
- Business requirements
- Functional requirements
- Non-functional requirements
- Requirements traceability
- Business rules & constraints
- Process mapping
- Current & future state
- User stories
- Acceptance criteria
- Data analysis
- Root cause analysis
- Business process improvement
Operational Readiness
- Readiness assessments
- Operational impact assessment
- Go-live readiness
- Cutover planning
- Operational acceptance
- Risk & dependency management
- Workforce readiness
- Business continuity
- Hypercare
- Post-deployment remediation
Deployment & Adoption
- Enterprise deployment
- Deployment planning
- Change implementation
- Frontline adoption
- Training coordination
- Stakeholder readiness
- Go-live support
- Cross-functional delivery
- Implementation risk management
- Sustainable adoption
Governance, Risk & Delivery Assurance
- Operational governance
- Risk & issue management
- Requirements traceability
- Business rules & constraints
- UAT governance
- Defect management
- Release readiness
- Data quality & validation
- Service continuity
- Vendor & partner engagement
- Privacy requirements
- Security requirements
Healthcare & Service Transformation
- Healthcare transformation
- Service transformation
- Customer experience
- Customer journey improvement
- Continuity of care
- Workforce optimisation
- Service delivery improvement
- Operational efficiency
- Business improvement
- Continuous improvement
Data & Insights
- Data readiness
- Data quality
- Data validation
- Customer data
- Workforce data
- Data migration readiness
- Data remediation
- Operational reporting
- Microsoft Excel (Advanced)
- Power Query
- Power BI
- Tableau
Stakeholder & Delivery Leadership
- Stakeholder engagement
- Workshop facilitation
- Cross-functional leadership
- Operational leadership
- Vendor & partner engagement
- Issue escalation & resolution
- Decision support
- Collaboration
- Coaching & capability uplift
- Community of Practice leadership
Specialist Experience
Areas where I have applied these capabilities across healthcare, community services and enterprise transformation.
Healthcare TransformationHome & Community CareAged CareMental HealthHospital-in-the-HomeDigital HealthContact Centre & Digital ChannelsOperational ReadinessEnterprise DeploymentDeployment & AdoptionWorkforce OptimisationBusiness AnalysisBusiness ImprovementCRM TransformationAcquisition IntegrationCustomer & Workforce IntegrationData Readiness & MigrationUAT & Release ReadinessAI-Enabled Ways of Working
Tools & Platforms
Enterprise platforms and delivery tools used across operations, transformation, deployment and business analysis.
Salesforce Health CloudSalesforce Service CloudSalesforce Omni-ChannelSalesforce CTIGenesys CloudProcura (AlayaCare)BiarriSAP SuccessFactors Employee CentralJiraConfluenceWrikeMicrosoft ExcelPower QueryPower BIMicrosoft PowerPointMicrosoft VisioMiroTableauSharePointMicrosoft TeamsMicrosoft CopilotServiceNow