CouriersPlease appoints inaugural process improvement leader

Heylin hails from finance sector and points to common approaches in business

CouriersPlease appoints inaugural process improvement leader
Tara Heylin


CouriersPlease (CP) has appointed its first national process improvement specialist to improve customer experience and standard operating procedures.

The parcel delivery service reveals that Tara Heylin is now process improvement leader, and that the newly created role is part of CP’s recently established Process Excellence team.

Heylin will review and improve systems and processes across all departments including operations, customer experience, sales, commercial, finance and IT.

She joins CP with a Lean Sigma Six Black Belt, "a performance methodology that aims to create more streamlined processes".

Heylin has more than a decade of experience in improving processes and operations for some of Australia’s blue-chip financial corporations.

She was most recently world class delivery model delivery manager for ANZ, where she led the Continuous Improvement stream and lifted the capability of employees to deliver world-class services.

At ANZ, she also governed the deliverance of process improvement initiatives across Wealth Operations.

At ING and, later, OnePath, she used her Lean Six Sigma skills to develop and deliver a quality assurance framework, manage a process team, train employees, and lead change management initiatives.

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"Heylin has hit the ground running in her new role, having already developed three initiatives to get the ball rolling at CP," the company says.

"She aims to improve the customer pain point of on-time pick up performance, strengthen communication between teams to develop a strong foundation, and improving the process design of onboarding new customers.

"This will allow her to begin shaping the new division and place greater focus on customer requirements."

She believes business sectors allow for certain common approaches.

"While the processes in finance companies and those in logistics are very different, the methodology is the same in any industry," Heylin says.

"It’s about quantifying the problem, working through it and figuring out how to get to the core issue.

"The skills that I’ve acquired in my previous roles are transferrable to any industry – and, as such, have equipped me for the challenges in the logistics industry.

"CP will deliver many exciting initiatives in the months ahead – not just in process improvement but also in transformation, internal digital to drive better customer experience and all other areas.

"It’s an exciting time to be in logistics and I’m looking forward to providing a structured framework – to have that continuous improvement mindset – so that we can ensure our processes are industry leading."

With logistics a male-dominated industry, Heylin joins a senior management team that comprises mostly women, including recently appointed Queensland state manager Tracey Baldwin, COO Hoy Yen Hooper, and head of commercial and transformation Jessica Ip.


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