Operations
Priorities & goals
What we're focused on right now — our current business goals, each team's priorities and the deadlines that come around regularly.
Current business goals
Lift customer satisfaction
Improve CSAT and first-contact resolution across all streams.
Complete the MFA rollout
Every staff member registered for multi-factor authentication.
Hit our sustainability targets
Reduce printing, energy and landfill waste against last year.
Close out open safety actions
Clear hazards and complete the quarterly evacuation drills.
Smooth, accurate reporting
Reliable end-of-month reporting with fewer last-minute fixes.
Team priorities
Operations Support
- Tidy up shared filing ahead of the end-of-financial-year close
- Reduce stationery over-ordering in line with the sustainability target
- Standardise meeting minutes using the approved template
Customer Service
- Lift first-contact resolution against the customer charter
- Reduce complaint response times during peak periods
- Keep scripts and templates current
People & Culture
- Smooth onboarding for new starters across all sites
- Refresh the policy library review dates
- Support managers with performance check-ins
IT Service Desk
- Lift first-contact fix rate
- Complete the MFA rollout across all staff
- Reduce repeat printer and access tickets
WHS and Facilities
- Close out open hazards from the latest inspection
- Complete the quarterly evacuation drill
- Keep workstation set-ups within ergonomic guidance
Recurring deadlines
Weekly
- Team catch-ups and stand-ups
- Service Desk queue review
- Customer feedback review
Monthly
- End-of-month reporting (due 5th business day)
- Resource usage report
- Sustainability Working Group meeting
Quarterly
- WHS Committee meeting
- Site safety inspections
- Policy review check
See specific dates on the key dates & calendar.