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Steve O'shea
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- Leadership
- Retail Banking
- Strategy
- Business Planning
- Banking
- Show all
Bio
Credentials
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Head and Heart: The Art of Modern Leadership
LinkedInJun, 2024- May, 2026 -
Improving Your Conflict Competence
LinkedInMay, 2024- May, 2026 -
Become a Trauma Informed Leader
LinkedInApr, 2024- May, 2026 -
How Managers Create a Culture of Belonging
LinkedInApr, 2024- May, 2026 -
Navigating Personal Trauma and Triggers at Work
LinkedInApr, 2024- May, 2026 -
Working in Harmony as a Senior Team
LinkedInApr, 2024- May, 2026 -
Becoming an Impactful and Influential Leader
LinkedInMar, 2024- May, 2026 -
Building Your Visibility as a Leader
LinkedInMar, 2024- May, 2026 -
Key Psychological Principles for Ethical Persuasion
LinkedInMar, 2024- May, 2026 -
Peer Coaching for Leaders, Managers and Teams
LinkedInMar, 2024- May, 2026 -
Redefining Your Productivity in the Future of Work
LinkedInJan, 2024- May, 2026 -
The Best Leadership Lessons from the Worst Bosses
LinkedInJan, 2024- May, 2026 -
Communicating with Executives
LinkedInNov, 2023- May, 2026 -
Holding Yourself Accountable
LinkedInNov, 2023- May, 2026 -
The Neuroscience of Office Politics and Team Leadership
LinkedInNov, 2023- May, 2026 -
11 Inactions that Ruin a Leader's Reputation
LinkedInOct, 2023- May, 2026 -
Amplifying Your Message Through Powerful Framing and Storytelling
LinkedInSep, 2023- May, 2026 -
Skills to Build Stronger Work Relationships
LinkedInSep, 2023- May, 2026 -
Taking Ownership in Your Career
LinkedInSep, 2023- May, 2026 -
Communication for Performance and Accountability
LinkedInAug, 2023- May, 2026 -
Lean Foundations
LinkedInAug, 2023- May, 2026 -
Articulating Your Value
LinkedInJul, 2023- May, 2026 -
Answering Tough Questions As A Leader
LinkedInJun, 2023- May, 2026 -
Executive Presence on Video Conference Calls
LinkedInJun, 2023- May, 2026 -
How to Set Goals When Everything Feels Like a Priority
LinkedInJun, 2023- May, 2026 -
Leadership Presence in Action
LinkedInJun, 2023- May, 2026 -
One-Minute Habits for Hybrid and Remote Working Success
LinkedInJun, 2023- May, 2026 -
Strategic Thinking Tips to Solve Problems and Innovate
LinkedInJun, 2023- May, 2026 -
How Leaders Can Connect Empathy and Results
LinkedInMay, 2023- May, 2026 -
Speaking Up At Work
LinkedInMay, 2023- May, 2026 -
Establishing Evening Routines to Optimize the Day Ahead
LinkedInApr, 2023- May, 2026 -
How to Stand Out Remotely
LinkedInApr, 2023- May, 2026 -
One-Minute Habits for Resilience
LinkedInApr, 2023- May, 2026 -
20 Habits of Executive Leadership
LinkedInMar, 2023- May, 2026 -
Creating Behavioral Change that Lasts
LinkedInMar, 2023- May, 2026 -
Three Tips for Managing Egos and Difficult Emotions
LinkedInMar, 2023- May, 2026 -
Change Leadership
LinkedInFeb, 2023- May, 2026 -
Accessing Your Brain’s Hidden Potential
LinkedInJan, 2023- May, 2026 -
Creating a Culture of Collaboration
LinkedInJan, 2023- May, 2026 -
How to Crush Self-Doubt and Build Self-Confidence
LinkedInJan, 2023- May, 2026 -
Persuading Others
LinkedInJan, 2023- May, 2026 -
How to Be More Strategic in Six Steps
LinkedInDec, 2022- May, 2026 -
Leading as a Highly Sensitive Person
LinkedInDec, 2022- May, 2026 -
Subtle Shifts in Thinking for Tremendous Resilience
LinkedInDec, 2022- May, 2026 -
The Cure for Impostor Syndrome
LinkedInDec, 2022- May, 2026 -
Building Resilience
LinkedInOct, 2022- May, 2026 -
Executive Influence
LinkedInSep, 2022- May, 2026 -
Overcome Overthinking
LinkedInSep, 2022- May, 2026 -
Uncovering Unconscious Bias in Recruiting and Interviewing
LinkedInSep, 2022- May, 2026 -
Understanding and Supporting LGBTQ+ Employees
LinkedInSep, 2022- May, 2026 -
Change Management: Roadmap to Planning
LinkedInAug, 2022- May, 2026 -
Enhance Productivity in a Hybrid Work Environment
LinkedInAug, 2022- May, 2026 -
Foundations of Performance Management
LinkedInAug, 2022- May, 2026 -
How to Build a Secret Circle of Mentors
LinkedInAug, 2022- May, 2026 -
Human Leadership
LinkedInAug, 2022- May, 2026 -
Leading with a Growth Mindset
LinkedInAug, 2022- May, 2026 -
Leading Your Team Through Change
LinkedInAug, 2022- May, 2026 -
Managing Up, Down, and Across the Organization
LinkedInAug, 2022- May, 2026 -
Use Your Strengths for Impact and Influence at Work
LinkedInMay, 2022- May, 2026 -
Backgrounder: Leadership Conversations with Different Personalities
LinkedInApr, 2022- May, 2026 -
How to Be an Effective Remote Manager
LinkedInApr, 2022- May, 2026 -
Leading When You're Not in Charge
LinkedInMar, 2022- May, 2026 -
Stories Every Leader Should Tell
LinkedInMar, 2022- May, 2026
Experience
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New Zealand
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Banking
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700 & Above Employee
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Head of Customer Engagement - Northern Hub
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Oct 2022 - Present
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Customer Experience Manager, Growth
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Jun 2020 - Oct 2022
Delivery of outstanding business performance through continuously enhancing Kiwibanks customer experience capability and the performance of our people by;Growth of key business lines within the Kiwibank Contact Centres nationally.Leading the teams responsible for development of our people, focused on customer and business outcomes across the Contact CentresLead, grow and develop coaching and capability of our team members. Lead, manage and improve business performance - team, customer financial, risk. Proactively identify, and develop new ways of working that drive customer, people and business growth, and diversification within the national Contact Centre environment, and wider business for KiwibankOngoing identification of strategies and frameworks for growth.
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Bank of New Zealand
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Auckland
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Head of Consumer, Customer Connection Hub
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Feb 2020 - Jun 2020
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Auckland
Strategic and operational leadership of BNZ's Consumer Service & Specialist Solutions site in Auckland. Responsible for delivery of outstanding business performance results through enhancement of BNZ's customer experience capability and the performance of employees. Focused on delivery of operational excellence by developing an integrated customer experience across all Consumer segments.
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Experienced transformational, customer focused and empowering senior leader
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Feb 2019 - Feb 2020
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TSB Bank Ltd
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New Plymouth
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General Manager - Customer Sales and Service
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Dec 2015 - Feb 2019
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New Plymouth
Executive Leadership of all Sales and Distribution outlets and channels to deliver TSB Bank's strategic plan. These include - Business Banking, Agri-Business, Branch and Contact Centre Network, Digital Sales, and TSB Realty
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New Zealand
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Banking
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700 & Above Employee
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Head of Auckland and Canterbury Retail Distribution
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Dec 2014 - Dec 2015
Accountable for the overall performance of the Auckland (4) and Canterbury Retail Regions, being one of the largest sales leadership roles in the BNZ.This includes overall financial performance, leadership of the Region, Employee Engagement, effective deployment of Resources, Management and Leadership of Change Programmes, Enhance BNZ profile in the Regions, and executing on opportunities presented.
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Business Lead - Third Party Distribution
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Dec 2014 - May 2015
• Leadership, creation, delivery and implementation of BNZ strategy to re-enter the Home Loan Broking market in New Zealand (No.1 BNZ Priority at the time), includingo Establishment and recruitment of key Project teamo Ownership and accountability for delivery of all business case expectationso Development and negotiations with third parties in respect to Contract terms and conditions.o Collaboration, engagement and leadership with internal business leaders to deliver expectationso Engagement, Presentations and updates to BNZ Executive team and CEOo Obtain appropriate Regulatory and Policy sign offs from within NAB Group and external regulators – RBNZ, FMA, APRAo Development of business unit structure and recruitment of team memberso Ensuring behaviours are aligned to the Enterprise Principles and the BNZ Wayo Delivery of a scalable, quality business / Business Unit to enable BNZ to access the 30% market share of Home Loan flow that is originated via Brokers estimated at $20b pa (2014)
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Head of Operations - Retail Banking
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May 2014 - Nov 2014
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National Manager - Operations - Retail Network
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Sep 2013 - May 2014
Provide leadership and support to the Retail Network team in regards strategic and day to day operational needs and risk performance of the Network. Includes maintaining oversight of financial planning, reporting, expense and revenue management, and resourcing
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Acting Head of Retail - Northern Region
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Apr 2013 - Sep 2013
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Performance and Operations Manager, Northern Region Retail Banking
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Dec 2009 - Apr 2013
• Work with Head of Retail Northern – Retail to formulate the Northern Region strategic direction and annual plan. A lead role in business planning, positioning and overall performance in the region.• Lead Regional expense and revenue planning, delivering the final forecasted plan and monitoring performance against plan, recommending remedial actions as required.• Risk – Lead the Region Risk function for the Northern Region Store Network. Ensuring the optimization of Business and Operational Risk (including Compliance) objectives and that all operational Risks are fully administered and proactively managed i.e. Region BCP, Investigations, Risk Audit, and communicating learning's and actions relating to incidents within the Region.• Northern Region Store Network Resourcing – Leading the Leadership and Management of Relief and Regional Training team, including their overall performance, operational and legislative compliance, administration, recruitment and succession.• Operations and Efficiency – Ensure that regional team members have access to support that enables them to champion and assist with the implementation of process improvements across the Retail business. At same time responsible for ensuring and being accountable for the day to day operational aspects of the business being maintained and reviewed where necessary• Strategic oversight, coaching, and leadership to Staff Bank• Regional lead of distribution channel needs including Store Support Champions, Regional sign off for business cases.
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Area Manager, Retail Banking Auckland CBD
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2007 - 2009
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New Zealand
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Freight and Package Transportation
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700 & Above Employee
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Project Manager Retail Sales and Service
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Apr 2007 - Aug 2007
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Head of Retail Sales and Service (acting)
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Oct 2006 - Apr 2007
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Regional Sales and Service Manager
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Jan 2006 - Sep 2006
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Head of UDC Business
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Sep 2004 - May 2005
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Sales Manager - UDC Business
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Feb 2004 - Sep 2004
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District Manager, Small to Medium Business
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Jan 2001 - Feb 2004
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District Manager
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Oct 1999 - Jan 2001
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Education
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2022 - 2022Skills New Zealand
NZ Certificate, Financial Services - Banking (Level 5) -
1998 - 2000
Massey University Wellington
Master of Business Administration (MBA) & Diploma in Banking, Masters of Business Administration -
1979 - 1981
Hastings Boys High School
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1978 - 1979
Waiuku College
Suggested Services
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Industry Focus. “Banking”
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