People Strategy & Operations Manager @ - Designing and implementing a wide range of HR products and services for a fast growing team, including performance management, talent management, compensation, HR systems and processes. - HR Business Partner for 800+ people across engineering, design, product and business functions, 10 Executives and 3 countries. From August 2012 to Present (3 years 5 months) san francisco bay areaCareer Break @ After 10 years at ANZ I took a career break and a huge leap of faith to follow my dream of living and working overseas. From September 2011 to August 2012 (1 year) Manager, People Assist Australia & Asia, HR Shared Services @ • Led 25 people with a budget of $2M, providing HR contact center services across all areas of the business in Australia and Asia. • Restored team performance to above target levels within 12 weeks by addressing resourcing needs, re-engineering workflows and redirecting capability to create productivity gains, introducing improved quality assurance processes and keeping an intense focus on development and engagement activities. • Produced meaningful reports used for strategic and operational planning, incorporating performance metrics, business metrics and voice of the customer. • Designed and implemented a new offshore global employee contact center as a key stakeholder. Identified and anticipated problems and proactively introduced innovative solutions in areas of organizational design, training, knowledge management, service delivery processes, quality assurance and communications. • Assessed the scope and type of work to be offshored and designed the structure and roles to remain in Australia, the selection process and training for these roles. • Managed the people impact of change, including: change readiness assessments; communication of all messages to impacted staff; and facilitation of change workshops for team members. From May 2010 to August 2011 (1 year 4 months) Team Leader, Employee Relations Australia, HR Shared Services @ • Managed a team of 7 Employee Relations Advisors providing specialist case management services. • Provided coaching and development to Advisors to ensure exceptional skill and strategy in the management of complex cases. • Managed relationships with senior stakeholders on high risk and high profile cases, allowing for timely and informed decision making, often across multiple stakeholder groups. From November 2009 to April 2010 (6 months) Employee Relations Advisor, HR Shared Services @ • Used technical expertise to manage a wide range of employee relations cases, including: performance; misconduct; workplace investigations; staff grievances; long-term absences and incapacity; and separations. • Earned a reputation as a trusted advisor who reaches the right outcome in complex situations by balancing the interests of the individuals involved and what’s best for the company, within the relevant legislative and industrial framework, company polices and values. • Led a global project team to design and implement an online resource for Advisors that reduced inconsistency and duplication, and improved case management quality. • Created a new Performance Improvement Plan workbook launched as part of ANZ’s Global Performance Improvement Policy, removing the need for multiple documents and warning letters, and making the process more transparent for employees. • Designed and delivered performance management workshops to over 200 line managers to increase line manager capability in managing underperformance with a focus on effective coaching conversations. • Selected for the ANZ Leadership Talent Radar in 2009, being recognized as having executive leadership potential. From March 2006 to October 2009 (3 years 8 months) HR Consultant, Retail Banking @ From July 2005 to February 2006 (8 months) HR Analyst, Institutional Banking @ From March 2003 to June 2005 (2 years 4 months) HR Analyst, Breakout & Cultural Transformation @ From December 2001 to March 2003 (1 year 4 months) HR Analyst (Graduate), Organizational Development @ From April 2001 to December 2001 (9 months)

Master of Business (with Distinction), Human Resource Management & Industrial Relations @ RMIT University From 2006 to 2008 Bachelor of Commerce, Management & Business Law @ Murdoch University From 1997 to 2000 Nicola Jacks is skilled in: Change Leadership, Coaching, Collaborative Problem Solving, Employee Engagement, Employee Relations, Leadership Development, Organizational Development, Performance Management, Reporting & Analysis, Stakeholder Management, Team Leadership, Workplace Investigations, Change Management, Training