Luke Clark

In 2016 and 2017 I have led the successful migration of Canon’s internal business process outsourcing services from India to the Philippines. This saw the establishment of a new 450 seat office in Manila associated to our Converga business, and the successful transition of business knowledge from our India based outsourcing provider to our new Philippine Converga employees. This included over 150 employees spanning Customer billing, Finance and Accounting, Commercial, Logistics and… Show more

In 2016 and 2017 I have led the successful migration of Canon’s internal business process outsourcing services from India to the Philippines. This saw the establishment of a new 450 seat office in Manila associated to our Converga business, and the successful transition of business knowledge from our India based outsourcing provider to our new Philippine Converga employees. This included over 150 employees spanning Customer billing, Finance and Accounting, Commercial, Logistics and Procurement roles. This resulted in a saving of almost $2 million annually, the teams stabilised very quickly and there has been an overall increase in service levels. Show less

Canon’s IT platforms had become increasingly complex to manage, especially due to the acquisitions. Traditionally IT Services had been outsourced, IT operating costs were relatively high and IT employee engagement was low. In 2015 I insourced core services and established a truly regional technology team spanning Australia, Philippines and New Zealand. This involved terminating 2 major outsourcing agreements and employing over 30 additional Canon employees and establishing a primarily new IT… Show more

Canon’s IT platforms had become increasingly complex to manage, especially due to the acquisitions. Traditionally IT Services had been outsourced, IT operating costs were relatively high and IT employee engagement was low. In 2015 I insourced core services and established a truly regional technology team spanning Australia, Philippines and New Zealand. This involved terminating 2 major outsourcing agreements and employing over 30 additional Canon employees and establishing a primarily new IT leadership team. This transformation resulted in a 15% reduction in overall IT operating cost, and with a strong focus on our people IT achieved a best in class employee engagement result of 82% in 2017 (IBM Kenexa Employee Engagement Index). Show less

Between 2013 and 2016 I led Canon’s end to end core business transformation, transitioning from a complex legacy Oracle platform to Microsoft Dynamics AX. This $28 million change program spanned employees across Australia, New Zealand, India and the Philippines and involved re-engineering all business processes across the group. As a result in many areas there were improved processing times and a lower cost to deliver. A very strong organisational change program meant an extremely successful… Show more

Between 2013 and 2016 I led Canon’s end to end core business transformation, transitioning from a complex legacy Oracle platform to Microsoft Dynamics AX. This $28 million change program spanned employees across Australia, New Zealand, India and the Philippines and involved re-engineering all business processes across the group. As a result in many areas there were improved processing times and a lower cost to deliver. A very strong organisational change program meant an extremely successful go live with customer SLA’s achieved on day one. Canon received international recognition for this successful change and communications program, in 2017 Canon was awarded the International Association of Business Communicators Gold Quill Award for Internal Communications. Show less

With Canon’s core business growth slowing, diversification is a critical strategy to drive better value for Canon’s customers and shareholders. Due to my success in leading change and strong commercial acumen, in 2015 I was appointed to lead the competitive bid for the Converga business. I was given overall accountability for the bid, valuation and due diligence across all aspects of the business. Converga employs over 1300 staff specialising in document services, managed services and… Show more

With Canon’s core business growth slowing, diversification is a critical strategy to drive better value for Canon’s customers and shareholders. Due to my success in leading change and strong commercial acumen, in 2015 I was appointed to lead the competitive bid for the Converga business. I was given overall accountability for the bid, valuation and due diligence across all aspects of the business. Converga employs over 1300 staff specialising in document services, managed services and financial services and is seen as a key growth opportunity for Canon. The acquisition completed successfully in October 2015. Show less

Traditionally Canon’s digital capability was a key part of the marketing business. In 2013 with the trust of my marketing peer I built a core digital technology capability within the IT team. This agile team has been integral in growing Canon’s digital marketing capability and ensuring we create great experiences for our customers, including our online store, online business portals, digital experience site and countless digital campaigns. In 2016 we launched our new multi million digital… Show more

Traditionally Canon’s digital capability was a key part of the marketing business. In 2013 with the trust of my marketing peer I built a core digital technology capability within the IT team. This agile team has been integral in growing Canon’s digital marketing capability and ensuring we create great experiences for our customers, including our online store, online business portals, digital experience site and countless digital campaigns. In 2016 we launched our new multi million digital experience platform, in 2017 this team received a highly commended AMY Award for Best Website or Online Service – Retail and Consumer. This platform has an audience of over 5 million, an increase of 20% to the previous platform. Show less

This program aimed to establish a single view of our customers across the group, a centralised view of pipeline and activity. We were able to build the core capability to make our sales teams as effective as possible. This implementation included the establishment of Salesforce.com as Canon’s CRM, utilising Informatica for integration to Canon’s core systems.

Transitioned Canon from an unsupported Oracle HR platform to a Talent2 Cloud and managed service solution. The scope included learning management, performance management and payroll services for Canon Australia and New Zealand. This initiative needed considerable organisational change management activities as we transformed how employees and managers work together. Our key focus was to shift performance management to be by performance not by sight. This later enabled key activity based… Show more

Transitioned Canon from an unsupported Oracle HR platform to a Talent2 Cloud and managed service solution. The scope included learning management, performance management and payroll services for Canon Australia and New Zealand. This initiative needed considerable organisational change management activities as we transformed how employees and managers work together. Our key focus was to shift performance management to be by performance not by sight. This later enabled key activity based working initiatives in our property portfolio, and the establishment of flexible work options across the group. Show less

Established a new online business to consumer ecommerce channel (store.canon.com.au) to deliver increased revenue and profitability. Managing the market was extremely sensitive however we were able to successfully launch the new platform and Canon’s direct online business.

Launched Canon’s Managed Documents Solutions systems and processes including go to market definition, enabling Canon to grow as a solutions business. This was the beginning of Canon’s shift from a products business to a services business. Managed Document Solutions now makes up over 20% of our business group revenue.

Following the successful acquisition of Converga in October 2015 I was appointed to lead the transformation of Canon from a product focused business to a services business. This involves redefining Canon’s core offerings and the alignment of Canon, Converga and Harbour IT businesses. My accountability includes all aspects of the business across sales, marketing, service delivery and corporate services, including systems consolidation. This year alone there has been substantial increases in… Show more

Following the successful acquisition of Converga in October 2015 I was appointed to lead the transformation of Canon from a product focused business to a services business. This involves redefining Canon’s core offerings and the alignment of Canon, Converga and Harbour IT businesses. My accountability includes all aspects of the business across sales, marketing, service delivery and corporate services, including systems consolidation. This year alone there has been substantial increases in net profit from both Converga and Harbour IT through achieved integration synergies. Show less