Ops Game Changers S02E04: Driving Lasting Transformation Through Mindset Change and Innovation

What does it really take to drive lasting transformation and make it stick, not just during the program, but long after it ends? In this episode, Bhavesh Vaghela is joined by Paul Jamieson, GM of Operational Excellence and Customer Experience at Bendigo Bank, and winner of the 2025 ActiveOps Executive of the Year Award for APAC. Paul leads a broad transformation agenda spanning productivity, leadership capability, process excellence and culture at one of Australia's most community-focused financial institutions, and brings over 30 years of experience across contact centers, workforce management and operational leadership in the US, Europe, Africa and Australia. He talks candidly about what it takes to shift a culture from gut feel to data-driven decision making, how he builds leadership teams that challenge the status quo, why getting the right data in front of the right leaders is what determines whether transformation delivers, and why even then the biggest thing holding most organizations back isn't technology. It's mindset. Subscribe to Ops Game Changers on your preferred podcast platform and visit activeops.com to discover more.