Our Centre of Excellence - ICG HQ
The ICG HQ Team, led by the Operations Managers, is Interaction’s Centre of Excellence. It monitors the quality of our operational services and processes and client satisfaction. It also provides support to the permanent members of staff, our clients and our community of trainers, consultants, facilitators and coaches.
ICG HQ supports our delivery team to ensure the highest levels of client satisfaction and where required, provide expert administrative and operational support.
ICG HQ Services
ICG HQ is the operational heart of Interaction, ensuring consistency, quality and care in everything we do. Led by our Operations Managers, the ICG HQ team provides behind-the-scenes expertise that supports our people, our clients and our commitment to exceptional service.
What we do
Our team ensures the smooth delivery of our services by providing:
Quality assurance: Monitoring and maintaining high standards across all operational processes and service delivery
Client experience oversight: Tracking satisfaction and feedback to continuously improve our client relationships and results
Internal support: Assisting our core team to manage systems, resources and day-to-day operations effectively
Partner support: Supporting our extended network of consultants, facilitators and coaches with timely information, onboarding, coordination and tools to deliver their best work
Program and project support: Providing expert logistical, financial and administrative coordination to ensure seamless delivery of learning, coaching and consultancy programs
Why it matters
We know that strong operations build strong outcomes. ICG HQ enables our delivery teams to focus on what they do best — designing and delivering high-impact experiences — while ensuring clients feel supported at every step.
Jill Kneebone
ICG HQ Operations Manager - Strategy and Change
Jill is the anchor of Interaction's operations, bringing calm, clarity and precision to a fast moving environment.
With experience in consulting and professional services, client service and team coordination, Jill ensures our coaching, facilitation and consulting projects run seamlessly — supporting our people, strengthening our processes and elevating every client experience.
Fernanda Marques
ICG HQ Operations Manager - Capability
Fernanda is the catalyst at the heart of Interaction’s operations, combining sharp insight, inventive thinking and action-oriented drive.
Always offering a diverse and innovative perspective, and with experience in business systems, client experience and marketing, Fernanda ensures our learning and development offerings are evidence-based, contemporary and compliant.
Amy Tripp
ICG HQ Project Support Officer
Amy is the steady heartbeat of Interaction, bringing warmth, precision and a calm, can-do energy to everything she does.
With strengths in administration, bookkeeping and project support, Amy keeps our operations running smoothly behind the scenes. Her attention to detail, reliability and genuine care for people make her an essential part of the team, combining heart and know-how to help us deliver with consistency, integrity and impact.