Experience

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  Self Employed

  • New Zealand

  • Consultant/Contractor

    • Dec 2017 - Present
    • New Zealand

    Offering specialist consulting and contracting services to a range of nationwide and local clients. Supported organisations to deliver large scale transformational change projects, designed induction curriculum, audited, researched, reviewed and redesigned learning material. Facilitated sales and service upskill, new systems implementation, leadership development and train the trainer programmes.Clients have included The Ministry of Justice, Kiwibank, IRD, Laser Group, and ISACORP.

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  IAG

  • Australia
  • Insurance
  • 700 & Above Employee

  • Performance and Capability Manager

    • Nov 2016 - Sep 2017

    This highly autonomous role formed part of a transformational change project and bore responsibility for developing the internal capability and financial performance of the IAG Recoveries and Collections team. Key achievements:- Provided the analysis and rational for a programme of work that resulted in the business unit adopting best practice collections methodology and increasing the monthly collect by +100% ($3.4 Mill to $7 Mill).- Designed, developed and delivered a frontline collections, and leadership training and coaching programme that lifted employee engagement by approx. 20%.- Reviewed and re-wrote all external communications for the business unit (letter, email, text) resulting in a +50% cost saving, improved workflow and an increase of 15% inbound calls from debtors proactively making contact to pay.- Proactively identified continuous improvement opportunities that resulted in the business unit reducing its operating costs by almost 5%.

  • Sales Effectiveness Manager

    • Feb 2015 - Nov 2016

    This role was responsible for growing the sales and sales leadership capability for some of New Zealand’s most recognised consumer insurance brands; AMI, State, NAC, Bank Partners and Business Insurance. With four executive stakeholders, this role managed sales and sales leadership development priorities for 8 contact centres, 60 branches and approx.1000 staff.Key achievements:- Designed, developed and delivered a sales leadership and coaching programme that has supported a year on year new business growth of over 28,000 policies, a 700% increase on budgeted growth.- Collaborated with a wide range of internal business units to deliver the sales and leadership capability development for a number of strategic and tactical growth initiatives (Preferred Repairer - +20% and Young Driver - +54%).- Designed, developed and delivered a blended sales training programme for frontline staff. Using a simple sales model has created a consistent language and framework to discuss sales performance across the organisation. It has supported leaders and HR to implement effective performance management tools that align with the model and it assists geographically remote leaders to effectively induct new hires and increase speed to competency.- Winner of IAG quarterly and annual “Heroes” Awards for delivery of individual and team programmes of work.

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  GE Capital

  • Auckland, New Zealand

  • Sales Force Effectiveness Leader

    • Jul 2014 - Jan 2015
    • Auckland, New Zealand

    The role held responsibility for the learning and coaching initiatives (induction through to leadership development) delivered to a group of over 100 consumer finance sales staff and their leadership team, as well as 10 Business Development Managers and approximately 2500 merchant partners.

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  Fletcher Building

  • Auckland, New Zealand

  • Project Training Lead

    • Jul 2013 - Jul 2014
    • Auckland, New Zealand

    As part of a multimillion dollar transformational change project, this role held responsibility for developing training solutions that supported the establishment of a shared financial services division and the implementation of new systems and processes for over 40 trans-Tasman organisations.

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  Telecom New Zealand

  • Learning Capability Manager

    • Sep 2012 - May 2013

    This role lead a team of 18 learning design and delivery specialists to develop and deliver face to face, blended and elearning solutions to approximately 2000 front line personnel based both on and off shore. Programmes included; sales, service, product, systems, technology, fault resolution, change management, compliance, legislation, policy and induction training.

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  Workbase

  • Consultant

    • 2008 - 2012

    Workbase was New Zealand’s leading organisation tackling literacy and numeracy issues in the workplace. In this "Trusted Advisor" role, a high level of relationship management, influencing and problem solving skills were needed to help organisations to identify their learning and development needs and opportunities. A collaborative approach was then taken to develop and deliver specifically tailored plans, services, products and resources that effectively increased human capability within client companies.

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  The Skills Organisation

  • Client Relationship and Training Manager

    • 2004 - 2008

    Skills Organisation is one of New Zealand’s largest ITOs; it develops and implements qualification training systems for multiple industry sectors. This highly consultative role required active development of new business. This included training needs analysis, recommendation and brokerage of training solutions, training implementation support and the maintenance and growth of ongoing client relationships.

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  TOWER

  • National Sales Training Manager

    • 2003 - 2004

    Tower Insurance is one of New Zealand’s most respected financial institutions. As part of the Business Improvement Team, this role held responsibility for the training and development of up to 40 Insurance Consultants, Sales Managers and the Tower Sales and Marketing Team; including administrators, marketers, analysts and senior management.

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  TalkTactics International Ltd

  • Training Consultant

    • 2002 - 2003

    TalkTactics was the market leader for Contact Centre Training in New Zealand. This role required high levels of client relationship management, provision of in-depth training needs analysis, facilitation of training programmes to management level, delivery of post training coaching, mentoring and all associated reporting. There was also a responsibility for the coaching and development of two junior trainers.

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  Westpac New Zealand Limited

  • Team Leader

    • 1998 - 2002