Executive Council

Full Name: Martin Noel Conboy

Current Position(s):

ABPOA – President
The Sauce – Director
FooBoo – Director

Past Experience:

FooBoo – 5 years
The Sauce – 1 year
Founder, ACA Research – 12 years
Founder, Callcentres.net – 6 years

Reasons for joining the ABPOA Board:

To make a difference and be part of a global transformation in business thinking.

Relevant Experience in BPO:

Eleven years experience in researching, analyzing  and consulting into the BPO space across the Asia Pacific.  15 years experience in call centres.

Passions + Interests:

Rugby Union Football, Boating, Surfing, History

Full Name: Peter George Springett

Current Position(s):

ABPOA – CFO
The Sauce – Director
FooBoo – Director

Reasons for joining the ABPOA Board:

To use my experience to make a difference and help grow the Australian BPO industry.

Relevant Experience in BPO:

Over 30 years customer service, technology (self serve solutions), BPO, management administrative skills experience.

Passions + Interests:

Business, family, sports (especially lawn bowls), travel, music, Australian wildlife.

Member of the Special Olympics executive team (sports for people with an intellectual disability) and a Sydney Wildlife rescuer / carer.

Full Name: Frank Mastronardo

Current Position(s):

ABPOA – Vice President
Genesys Laboratories – Account Director

Past Experience:

7 years retail and supply chain management and 12 years business process outsourcing specialising in contact centres – all gamut’s of people, process and technology.

Reasons for Joining the ABPOA Board:

My passion for the outsourcing industry and it’s fair representation within Australia as well as being able to take an active role in shaping our industry’s consumer experience through the right mix of people, process and technology automation.

I see ABPOA as key to ensuring the BPO industry has a credible voice within our marketplace and that the market is educated on what BPO is really all about and the significant business benefits it can bring to an organisation.

Relevant Experience in BPO

12 years Contact Centre and Business Process Outsourcing experience covering line management, client relationship management, strategy development, customer experience, help desk support, business process re-engineering, enterprise software development and technology implementation, and ensuring operational stability and delivery.

Accomplishments in all aspects of service delivery and business growth, quality assurance, and workforce management in many different sectors key to which are IT, Telecommunications, Finance and Government. Implemented, managed and worked out of Contact Centres in Australia, Malaysia, Singapore and Philippines.

Passions + Interests

Teaching and participating in Muay Thai Kickboxing and Martial Arts, Soccer/Football, Rugby League and most sports, Music, Technology Innovation, Spending time with family.

Full Name: Robert Stephen Gaunt

Current Position(s):

ABPOA – Public Officer
Independent Outsource Consultant

Past Experience:

Robert has procured and negotiated multiple IT and BPO contracts and has run outsourcing programmes on all continents with the exception of the polar regions.

Reasons for joining the ABPOA Board:

To champion the Australian outsourcing industry and change negative public perceptions. Which should Australia be competing with; Singapore’s highly-skilled services industry or China’s factories?

Relevant Experience in BPO:

Robert has worked in the outsourcing and offshoring industry for 15 years, both on the client and supplier side of the relationship. For the past 8 years he has worked as an independent consultant advising and assisting organisations on how to build, implement and manage outsource services contracts.

Passions + Interests:

Rugby union, cricket, global economics and music originating from the Michigan area circa 1969-71.

Full Name: Shayne Jackson

Current Position(s):

ABPOA Secretary

Shayne Jackson Consulting

Since 2008, Shayne has been consulting to leading brands in the Contact Centre / BPO market focussing on strategy for growth, management coaching, operational diagnostics and improvement initiatives.

Relevant Experience in BPO:

Shayne has more than 15 years experience in the Business Process Outsourcing (“BPO”) industry. He initially gained experience at UCMS (now Aegis), one of Australia’s leading contact centre groups. He then joined Sitel, a global outsourcing specialist. In 2005, Shayne was appointed as General Manager, Sitel Australia, where he was responsible for growth, client management, financial and operational performance of the Australian Operation. He was also instrumental in designing off-shore solutions and managing performance for Australian clients in India and the Philippines.

Passions + Interests:

AFL, squash, photography and surfing

Full Name: Sharon Williams

Current Position(s):

ABPOA Board Member

Taurus Marketing CEO

Sharon Williams is the CEO and founder of Taurus Marketing an award winning integrated PR, Marketing and Social Media agency celebrating its 16th year of business this year.

Sharon has over 25 years experience in marketing and PR for outsourcing companies working in London, Singapore, Hong Kong and Sydney. Sharon is a council member of the Australian Business Chamber of Commerce, a member of the American Chamber of Commerce Women in Leadership program, an advisor for TransTasman Business Circle and a council member for the Women’s Speakers Association.

Sharon was chosen by the Archbishop of the Anglican Church as one of 40 most Inspiring people of Australia. She was recently awarded for her successful work on The Jesus. All About Life Campaign with national and state PRIA Golden Target Awards and the NSW award from the Australian Institute of Marketing. Sharon is also the resident blogger for Ninemsn Small Business.

Full Name: Michelle Cox

Current Position(s):

ABPOA Board Member

General Manager, Credit Services
HP Enterprise Services

Michelle Cox is General Manager of Credit Services for HP Enterprise Services, Asia Pacific and Japan. In this role, she is responsible for the leadership and delivery of Business Process Outsourcing services for major Australian corporations in the Financial Services Industry.

Relevant Experience in BPO

As a senior executive, Michelle brings more than 20 years experience in the banking, financial services, insurance, health care and IT services industries. While operating in a dynamic and highly competitive market environment, Michelle has been responsible for the effective management and performance of up to 3,000 staff across globally dispersed capability centres, as such Michelle brings strong leadership and people management skills to her role and responsibilities.

Michelle has gained a deep understanding of the Financial Services Industry through previous senior executive roles including General Manager, MBF Alliances and Operations, MBF Group, Head of Contact Centres for (Integration) BUPA and AMP Banking, National Manager, Strategy Development, AMP Financial Services, Executive Manager, Sales Distribution, St George Bank and Executive Manager, Direct Banking, Adelaide Bank.

Full Name: Mark McWilliams

Mark McWilliams has more than 20 years experience in assisting organisations on both sides of the Tasman to realise business efficiencies through the deployment of new and innovative solutions. To meet the ever increasing demand for business agility and flexibility Mark brings to bear his years of honed practical experience married with a passion for technology and how it might be used in new ways for organisations to break the shackles of the past. Within Datacom, Mark leads Strategy development having responsibility for new large initiatives, acquisitions and new product development.

Full Name: Andrew James Peel

Current Position(s):

ABPOA – Board Member
DATACOM General Manager, Business Solutions and Partnerships

Past Experience:

Andrew has over 15 years of global BPO and ITO experience which has seen him manage operations across the Asia Pacific region and Europe. During this time he has assisted a large and diverse set of clients in the design and implementation of their customer retention and acquisition strategies in both the public and commercial sectors.

Reasons for joining the ABPOA Board:

Saw this as an amazing opportunity to contribute to the shaping of the Australian BPO industry as it goes through the next phase of its development with the expansion of services and closer links with Asia.

Relevant Experience in BPO:

Andrew has successfully held senior management positions in a multitude of different areas within the BPO industry from running technical support and customer service operations, through to providing sales and marketing services to many of the world’s leading technology and software organisations. In the public sector he has been responsible for providing consultancy and BPO services for some of Australia’s largest government owned programs.

Passions + Interests:

Family Travel

Full Name: Paul Luketich

Current Position:

Managing Director, Noble Systems

Past Experience:

A 24 year veteran of the IT industry, Paul has held executive leadership positions in several prominent companies and has extensive experience launching new companies and ventures to market. The hallmark of Pauls career has been his ability to identify technologies that truly transform businesses and assisting to bring them to market. For the last 7 years, Paul has lead the growth of Noble Systems in both Australia and the Philippines. With the successes of its customer base, Noble Systems continues to grow its footprint in this region through innovative product and thought leadership. Paul is excited about the future prospects of growth in new markets in our region and how these markets will serve their customers with the technologies available, not only today, but in the future. Prior to Noble Systems Paul has served in many various roles including Director of Marketing, Product Management, Director of Sales, Channel Management and Business Development in various leading companies and industries.

Relevant Experience in BPO:

Paul currently sits on the Call centre Council of the Australian Direct Marketing Association (ADMA) and has been working closely with the team there to shape the face of the industry from a adherence and legislative perspective. Paul has also sat on the various chapters of the ATA and CCMA and continues to support the industry bodies to ensure professionalism in our industry.

Full Name: Michael Joseph Costigan

Current Position(s):

Director, Marketing and Business Innovation, Asia Pacific

Past Experience:

Michael has over 20 years of marketing experience from both a national and International perspective. In his current role as Director, Marketing and Business Innovation TS Asia Pacific, he is responsible for driving the strategic nature of the marketing function, the supplier on-boarding function, and the marketing communications strategy for the region. Prior to joining Avnet Michael was the Marketing Manager for KANA Software in Australia and the U.S.A.

Reasons for joining the ABPOA Board:

In short to be part of a movement that makes a difference i.e., that contributes in a positive manner to the industry.

Relevant Experience in BPO:

I have worked in the IT industry for the last 15 years and in that time I have taken a keen interest in the IT outsourcing model.

Passions + Interests:

Chess and Rugby.

Full Name: Laurence (Larry) Barlow

Current Positions:

President, NRG Global Solutions Pty Ltd
Co-founder, The Michelle Bubke Home of New Hope Foundation for Children
Director Australian BPO Association (ABPOA)
Larry has been with NRG since its Philippine inception in 2008. Being one of the decision makers in the expansion, he helped build NRG as a provider of end-to-end customer service that our clients came to rely on. As President, Larry handles the over-all business aspect of the Australia and Philippine sites focusing on offshore location evaluation, contract negotiations, organization growth structure, strategy and business development.

Past Experience:

Managing Director, Sales ERP – 2 years 7 months
Business Development Director, Health-e – 4 years
Director, Rent IT – 3 years
Business Development Director, Intasys – 1 year

Reasons for joining the ABPOA Board:

Larry has a real passion for the BPO industry, out sourcing, off shoring and the Philippines as a region and business partner. Larry also identified that Queensland was not represented on the ABPOA board and felt strongly enough that he could make a significant contribution to help expand the member base in Queensland and put his money where his mouth was and offered his services.

Relevant Experience in BPO:

Larry has over 15 years experience dealing with the IT/ Tech Industry. Prior to joining NRG, he was a Managing Director for a Sales Enterprise Resource Planning company and a Business Development Director for various Tech companies in Australia from electronic health management, computer reseller channel operations to mobile phone billing application development.

Passions + Interests:

Larry has an interest in motor vehicles, tennis and getting away to the country.

Full Name: Richard Switzky

Current Position:

Managing Partner, Publicis Loyalty/Publicis Solutions

Past Experience:

Richard Switzky holds an MBA in Executive Management from St. Johns University, New York. He has more than 25 years experience in customer service, operations and technology management in North America, Europe and the Asia Pacific region.

Reasons for joining the ABPOA Board:

  • Promote outsourcing as a dynamic tool of transformation for businesses
  • Recognition of outsourcing as a profession with high skill capabilities
  • Create an organisation whose focus is outsourcers
  • Create an imprimatur that means the organisation meets high standards of professionalism in its work and corporate behaviour

Relevant Experience in BPO:

  • Seven years as Managing Partner of Publicis Loyalty/Publicis Solutions
  • Customer of outsourcing services during 20 years in the banking industry

Passions + Interests:

Dogs, sports, film and theatre