Ops Game Changers

An original ActiveOps podcast focused on all things Operations. We know it's not easy running operations. Pressures on cost, risk, customer and employee experience are a constant struggle as operational leaders try to do more with less. In this podcast series, we bring together true Ops Game Changers, who share real-life stories of how they delivered against business drivers – and delivered big!

Ops Game Changers is a business podcast hosted by ActiveOps, with 16 episodes on record and a Required Pod Score of 80.

ActiveOps hosts Ops Game Changers, a business show with 16 episodes published.

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  Episode #4

  S02E04: Driving Lasting Transformation Through Mindset Change and Innovation

  Sep 8, 202647 minS2

  You’re listening to ‘Ops Game Changers’, the ActiveOps podcast where we share real-life stories from remarkable leaders that are revolutionizing the world of service operations. In this series, we explore some of the key challenges faced by service operations as they strive to deliver more — more capacity, more productivity and more business impact. Host, Bhavesh Vaghela (CMO at ActiveOps) quizzes his guests on how they went about unlocking significant value, adopting best practices, and experiencing some game-changing results. In this episode, we are joined by Paul Jamieson, GM of Operational Excellence and Customer Experience at Bendigo Bank, one of Australia’s most community-focused financial institutions. Recognized as ActiveOps Executive of the Year for the APAC region at the 2025 Capacity Conference, Paul brings over 30 years of experience across contact centers, workforce management and operational leadership in the US, Europe, Africa and Australia. Paul 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, and why the biggest thing holding most organizations back isn’t technology. It’s mindset. If you are an operations or transformation leader trying to bring people on a change journey and build a culture that lasts beyond the program, then this episode is for you. Want to learn more about how to radically transform your company through the power of operations? Then don't miss the following episodes and hear more fascinating insights from other leaders in the field of Operations about how they have overcome challenges to drive productivity and boost performance at their enterprises. You can listen and subscribe to ‘Ops Game Changers’ on your preferred podcast platform and also on our YouTube channel, AOTv . Discover more about ActiveOps .

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  Episode #3

  S02E03: Leading Operations Through Change: People, Data and the Future of Work

  Jul 27, 202649 minS2

  What does it really take to lead operations through relentless change and keep your team engaged, performing, and ready for what comes next? You're listening to 'Ops Game Changers', the ActiveOps podcast where we share real-life stories from remarkable leaders that are revolutionizing the world of service operations. In this series, we explore some of the key challenges faced by service operations as they strive to deliver more — more capacity, more productivity and more business impact. Host, Bhavesh Vaghela (CMO at ActiveOps) quizzes his guests on how they went about unlocking significant value, adopting best practices, and experiencing some game-changing results. In this episode, we are joined by Sarah Heighton, Head of Financial Shared Services at Absa, one of Africa's largest financial groups. Sarah leads a broad operation spanning reconciliations, finance operations, tax operations and change management, supporting both South Africa and Absa's wider African regions. She was recognized with the ActiveOps Executive of the Year Award for EMEIA at the ActiveOps Awards 2025. Drawing on a career that spans manufacturing, Barclays and now Absa, Sarah shares how she uses data not just to manage performance, but to have better conversations. Spotting where effort concentrates, where capacity is sitting, and where her team needs support before problems surface. She talks candidly about navigating the return to office, how she co-created change with her team rather than imposing it, and why preparing people for the technology revolution is now one of the most important jobs any leader has. Are you trying to lead your organization through significant change without losing the engagement and trust you have built? Or perhaps you are thinking about how to position your team and yourself for a future where the skill set looks very different? Then this episode is for you. Want to learn more about how to radically transform your company through the power of operations? Then don't miss the following episodes and hear more fascinating insights from other leaders in the field of Operations about how they have overcome challenges to drive productivity and boost performance at their enterprises. You can listen and subscribe to ‘Ops Game Changers’ on your preferred podcast platform and also on our YouTube channel, AOTv . Discover more about ActiveOps .

  ListenShow Notes
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  Episode #2

  S02E02: Building a Culture of Performance That Lasts

  Jul 21, 202633 minS2

  You're listening to Ops Game Changers, the ActiveOps podcast where we share real-life stories from remarkable leaders that are revolutionizing the world of service operations. In this series, we explore some of the key challenges faced by service operations as they strive to deliver more capacity, more productivity, and more business impact. Host Bhavesh Vaghela, CMO at ActiveOps, quizzes his guests on how they went about unlocking significant value, adopting best practices, and experiencing some game-changing results. In this episode, we are joined by Jacinthe Sylvain, Vice President Operations, Wealth Management at National Bank of Canada, and winner of the 2025 ActiveOps Executive of the Year Award for the North American region. Jacinthe leads a large and complex operation spanning multiple teams and functions at one of Canada's leading financial institutions, and has spent over 15 years building a career that combines operational leadership, transformation, and people development. She shares the story of the two-year transformation she led, one that started not with tools or targets, but with a fundamental question: who do we want to be as a team? She talks candidly about the shift from intuitive decision-making to fact-based performance management, how that change gave her team visibility, credibility, and a seat at the strategic table, and why she believes behaviors and culture are what make results stick long after the program ends. Are you thinking about how to build a performance culture that outlasts the program that started it? Or perhaps you are leading your team through the next wave of AI and automation and wondering what kind of leader that demands? Then this episode is for you. Want to learn more about how to radically transform your company through the power of operations? Then don't miss the following episodes and hear more fascinating insights from other leaders in the field of Operations about how they have overcome challenges to drive productivity and boost performance at their enterprises. You can listen and subscribe to ‘Ops Game Changers’ on your preferred podcast platform and also on our YouTube channel, AOTv . Discover more about ActiveOps .

  ListenShow Notes
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  Episode #1

  S02E01: Operations Isn't Spelled with a Capital 'O'

  Mar 13, 202656 minS2

  <p>You're listening to 'Ops Game Changers', the ActiveOps podcast where we share real-life stories from remarkable leaders that are revolutionizing the world of service operations. In this series, we explore some of the key challenges faced by service operations as they strive to deliver more — more capacity, more productivity and more business impact. Host, Bhavesh Vaghela (CMO at ActiveOps) quizzes his guests on how they went about unlocking significant value, adopting best practices, and experiencing some game-changing results.</p><p>In this episode, we are joined by Dan O'Neill, an experienced banking Chief Operating Officer with over two decades tr...

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  Episode #12

  S01E12: The power of data and unlocking the 80/20 to focus on what matters most

  Nov 27, 202552 minS1

  <p>You’re listening to 'Ops Game Changers', the ActiveOps podcast where we share real-life stories from remarkable leaders that are revolutionizing the world of service operations. In this series, we explore some of the key challenges faced by service operations as they strive to deliver more - more capacity, more productivity and more business impact. Host, Bhavesh Vaghela (CMO at ActiveOps) quizzes his guests on how they went about unlocking significant value, adopting best practices, and experiencing some game-changing results. </p><p>In this episode, we are joined by<b> </b>Brinsley du Plessis, Managing Executive: Transformation and Programme Man...

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