Susan Harding-Smith

Susan Harding-Smith is a Director within the National Business Services team and whose passion is to drive operational efficiencies and process enhancements to positively influence client experience.

With a focus on developing best practice protocols and templates as well as a passion for training and communication, Susan supports the Business Services service line by enhancing their business processes. Susan is also responsible for managing the service lines compliance with risk management policies and procedures nationally.

Prior to working with BDO Australia, Susan worked for a global accounting firm for 12 years as a subject matter expert on various client engagements. Following which she focussed on internal process improvements in subsequent roles, also in Professional Services firms.  

Services:

• Working with subject matter experts to enhance current business process
• Process mapping current and future business processes
• Develop National Best Practice Guides and templates
• Develop National Policies and Procedures
• Assist with providing training and support on Best Practice initiatives
• Participate in National BDO projects on behalf of Business Services
• Assist with communication to the business on Best Practice procedures
• Assist manage Business Services compliance with internal BDO Risk framework.

Key Projects:

• Develop and launch new online risk forms, along with associated procedures and training
• Develop Best Process guides and process maps for National Business Services  
• Lead the Internal Inspection Program for National Business Services
• Lead the national roll-out of BDO Global Portal and associated training
• Participate in the National Business Services Digital Transformation project

Expertise

• Business process mapping and process improvement
• Change management protocols  
• Project management skills

My national role provides opportunities to influence how we do things and drive best practice protocols. Our team is passionate about creating efficiencies, both internally and for our clients, which helps us actively contribute to exceptional client experience. My enjoyment and motivation is sourced from continuing our momentum and seeing first-hand how what we do delivers results by driving a culture of consistency and continuous improvement.