Ernest Ward

General Manager

Ernest Ward is the General Manager at Ready Movers, bringing nearly two decades of hands-on experience in the removals industry. He began his career in 2006 as an offsider on the trucks, then progressed to driver and sales roles before moving into operations leadership and interstate management. Since joining Ready Movers in 2016, Ernest has become a trusted leader known for his professionalism, calm approach under pressure, and ability to deliver results without the fuss. He oversees key procedures and policies, supports his teams in customer service and day-to-day operations, and leads continuous improvement through automation, upskilling, and retraining to drive growth across the business.

 

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Ernest Ward — Programs, Interventions, Automation, Upskilling & Growth Initiatives

Ernest Ward has led and delivered major operational, digital, and commercial transformation programs across Ready Movers, strengthening service capability, compliance, reporting, and customer experience. His focus has been on moving the business from traditional, paper-based processes to scalable systems, improved governance, and higher-performing teams—supported by ongoing training, process control, and automation.

Key Implementations & Business Improvements Led / Supported

1) Interstate & National Network Expansion
  • Helped transition Ready Movers from a local removals provider into a long-distance and interstate moving business.

  • Established a national agent network across Australia to support containerised movements between states and major cities, improving service coverage and scalability.

2) Digital Transformation of Core Operations
  • Oversaw transition from paper-based workflows to digital systems, including:
    • CRM implementation and adoption (Moveware), enabling centralised job management and customer tracking.
    • Digital condition reporting (ICR/condition reports), improving accuracy and accountability.
    • Digital job sheets with live tracking and onsite payment capability, improving transparency and speed of completion.
3) Government, Defence & Panel Contract Onboarding
  • Supported onboarding and operational readiness for major contract requirements, including:
    • Government work via the Kent Relocations panel.
    • Defence-related work via the Toll Transition panel.
  • Implemented processes and team expectations aligned with contract standards and compliance requirements.
4) AI, Automation & Customer Follow-Up Systems
  • Introduced AI-enabled workflows to improve communication, follow-ups, and internal reporting.

  • Implemented automated messaging and call-driven follow-up processes to support faster response times and stronger customer engagement.

5) Insurance Sales Implementation (AFRA-Aligned)
  • Introduced structured insurance sales processes for long-distance and interstate moves, aligned with AFRA expectations and industry best practice.
6) Sales Team Structure, Training & Capability Uplift
  • Led restructuring and implementation of a refreshed sales operating model, including defined roles and accountability across:
    • Sales management and coaching
    • Training support
    • Corporate sales roles
    • Domestic sales roles
  • Driven ongoing upskilling, performance expectations, and continuous improvement to lift results and consistency.
7) Financial Systems Improvement & P&L Visibility
  • Supported the transition from basic accounting practices (e.g., MYOB-style tracking) to stronger financial visibility through CRM-driven reporting and allocation tracking.
  • Worked with accounts teams and managers to implement cost tracking, rate structures, and allocations that enable clearer profit-and-loss reporting for Directors.
8) Container & Storage Tracking Systems
  • Implemented container tracking processes to improve visibility of container movement nationally and reduce delays and miscommunication.
  • Implemented storage tracking systems linked to billing and accounting processes to improve accuracy, invoicing reliability, and customer clarity.
9) WHS & Policy Implementation (WPHS/WHS)
  • Worked alongside WHS functions to implement practical policies, onboarding processes, and staff training aligned with safety and compliance requirements across depots.
10) Digital Reporting & Data Capture (Jotform & Online Forms)
  • Implemented digital form systems to replace paper processes and improve reporting quality, including:
    • Safety and incident reporting
    • Digital quote and acceptance forms
    • Booking and customer intake forms
    • Onsite inspection and survey forms
  • Improved data collection consistency and reduced administrative delays.
11) Quoting Systems, Documentation & Customer Communications
  • Built and improved quoting workflows, including:
    • Structured quoting forms and supporting documentation
    • HTML email templates
    • Terms & Conditions alignment
    • Correct procedural documentation required during quoting and booking stages
12) Marketing, SEO & Online Growth Support
  • Took an active role in managing marketing execution and agency collaboration to strengthen online presence, including:
    • Social media oversight
    • SEO implementation support and approvals
    • Collaboration on Google Ads (AdWords) activity
    • Website improvements and rebuild contributions
    • Automation improvements to reduce friction in quoting and booking pathways
13) Corporate Accounts & Client Onboarding
  • Supported onboarding of corporate accounts by ensuring operational requirements, documentation, and service expectations were met prior to transitioning account management to the relevant team member.

14) HR, Policy & Internal Leadership Support
  • Supported HR requirements including policy/process documentation, dispute resolution meetings, and staff issue management—ensuring consistent standards and accountability.

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