From Contact Centre roots to his current role as our Organisational Development and Digital Learning Partner, Shane O’Keeffe’s career has flourished. Fresh back from taking his long service leave, Shane took the time to reflect on his 10 years at Foxtel Group. While his numerous and varied roles might have seemed unplanned or unexpected at times, a closer look reveals a flow, a shape and an underlying purpose that came from saying ‘yes’ to opportunities that came his way.
Shane’s story began as a young graduate eager for an opportunity. After completing his Bachelor of Film Television at Bond University in Queensland, Shane was looking for a ‘foot in the door.’ Living on the Gold Coast, he felt there were fewer opportunities in the industry but nevertheless, he was able to secure that ‘foot in the door’ role with Foxtel Group, as a part-time Sales Specialist in our Contact Centre.
At this point in time Shane’s plan was to build his network, establish a good reputation among his coworkers, and eventually explore the TV and Film production opportunities interstate.
“I had a bit of a plan, in 2-3 years I’d look at moving to Sydney and shifting into a more TV & film-centred career path”
Shane did this really well – so well that within 10 months he was identified as leadership potential, put into a flagship leadership development program, and promoted head-first into a Sales Team Leader role. Over the next year he spent as Sales Team Leader, Shane led a team of inbound sales agents, playing a key role in the coaching and development of his team.
A recurring theme throughout Shane’s career is his passion and hunger for growth. Seeking new challenges, Shane then found a new opportunity within the Contact Centre in Risk and Compliance, where he developed new skills in analysis, reporting and investigation.
Thanks to his quality delivery and leadership, a short time later Shane’s previous leaders identified him as a great candidate for another promotion to Capability Consultant. Taking on a key role in a newly formed team tasked with setting up external Contact Centres and responsible for the training of staff and leaders. It was this role that really highlighted to Shane’s colleagues where his strengths were.
Shane looks back on his three years in this role as a highlight of his career – one that he took a lot of joy in where he was able to build international relationships that he still maintains today.
It was at this point that he faced a pivotal decision: take what he’d learnt to a new organisation or branch off into a new direction within Foxtel Group. His previous record of success and his creative flair meant Shane was well regarded by his leaders which eventuated in him securing a role as an Instructional Designer in the same team.
This position significantly increased the breadth of his skills and his exposure across the organisation, as he was responsible for developing, building and launching Foxtel Group’s e-learning courses. Shane’s creative talents shone, and he particularly enjoyed the graphic design elements of the work.
“I had identified some skills that were unique to me and leveraged those to differentiate my offering as a valuable team member”
Shane commenting on the value his creative skillset held to the organisation.
While Shane had moved between new roles and teams, up until this point in his career they had all sat under the Contact Centre umbrella. When the Learning and Development team shifted into Human Resources, Shane’s role evolved into a Digital Learning Specialist. This saw a significant increase in Shane’s remit and responsibility in the learning space.
Of all the different roles Shane has experienced, he identifies this one as the most challenging.
“It was tough, there were a number of changes all at once – COVID, role went entirely virtual, I was the only team member in QLD and learning new responsibilities among all this was difficult…there was definitely a feeling of imposter syndrome”
Shane’s reflection on the role change during COVID
But as Shane did with all his other roles, he gave it his all. He maintained his hunger and passion for growth and excelled as Digital Learning Specialist, becoming a key part of the HR team. His success in his transition into this role is reflected in the fact that the programs he started supporting he is now developing and leading as Foxtel Group’s Organisational Development and Digital Learning Partner.
Even in Shane’s current role his skills are highly sought after in many areas of the business beyond his usual responsibilities, connecting him with new stakeholders when putting together presentations for the CPO and CEO as well as creating the wonderful Values videos we see at our Town Halls. He’s also been re-connected with old colleagues as he jumped into a part-time secondment in the Hubbl team, flexing his creative instructional design muscles through training videos.
Shane’s proud of his career story to date. A lot can be attributed to the way he conducted himself and the drive he had to explore new opportunities. As humble as he is, Shane also expressed gratitude for leaders that both showed faith and supported his career growth.
When he looks back, Shane reflects that he doesn’t see career growth as moving up a ladder but as a chance for continual development, climbing towards the sky but also branching outwards at times into new roles.
“I would reinforce to myself the importance of a growth mindset”
What Shane would tell himself 10 years ago, at the start of his Foxtel Group career
Whether he was doing data entry for Sales Reps selling $25 Foxtel Essentials packages, setting up contact centres in Durbin or proudly managing the FoxLeader Accelerate program as he is now, Shane has maintained the same vigour to his work and development that has enabled his career to flourish.
We’d like to thank Shane for his time bringing that same great attitude in sharing his Foxtel Group career story with us.
It has been an amazing 10 years and we look forward to what the future brings for Shane at Foxtel Group.