Experience

Geneva Healthcare

• New Zealand
• Hospitals and Health Care
• 200 - 300 Employee

• National Service Delivery Manager

  • May 2021 - Present

  In my role as National Service Delivery Manager I am responsible for leading the delivery of community-based health care services to our customers across New Zealand. My role works with our Operational and Clinical Teams to deliver integrated, client-centric, clinically-led services to our external and internal customers. Whether these services focus on those clients we support, our support workers and health professionals, delivering personal and clinical services, or our internal customers. I work closely with our Funders and Partner organisations to manage our internal and external relationships, deliver cares that are client centric and achieve positive outcomes for those in the community.Geneva Healthcare is a specialist healthcare services and staffing company, a well-established, respected brand having been operational for over 20 years. Our Vision is to be recognised as the highest value provider of healthcare services and solutions across New Zealand, allowing us to directly influence and improve the quality and level of care clients receive.

• National Client Services Manager

  • Jun 2018 - May 2021

  In my role as National Client Services Manager I provide overall leadership and oversight for Geneva Healthcare’s relationships with Clients and various funders. I am responsible for the design and management of our Care Coordinators, and support workers relating to the management of our Clients service plans and ensuring the business and those relationships run smoothly. In my role I also have responsibility for coordinators in the Regional offices around New Zealand.Our Homecare Group provides care and support nationally for people in their own homes including those living with disability, recovering from illness or accidents and the elderly.



The Warehouse Group Financial Services

• Manager Customer Experience

  • Mar 2015 - Jun 2018

  In my role I am responsible for leading the 32 strong Customer Experience Team across our Finance brands, Warehouse Money and Diners Club New Zealand Limited. The teams are a 24/7 operation that provide support to our customers and card members through a number of channels from postal enquiries to social media and everything in between. Another function of this role is to Product Own continuous improvement across our Operational functions, with the view to achieve quick, high value wins for our staff and customers using Agile methodologies. The Warehouse Group Financial Services (TWGFS) is committed to being a leading retail finance company in New Zealand. We provide Kiwis with simple, value-driven financial solutions that enhance their everyday lives.



Banzpay

• New Zealand
• Financial Services
• 1 - 100 Employee

• Sales & Service Centre Manager

  • May 2013 - Mar 2015

  Responsible for Service Operations and delivery of all services provided by Co-op Money NZ and Co-op Insurance NZ to member Credit Unions as per agreed SLA. Reporting to COO.Maximising functionality of phone systems and helpdesk software against industry benchmarks and processes such as ITIL.Manage department performance against agreed KPI’s delivered in monthly reporting.Established best practice processes for department and integrated Insurance operation in physical move from Napier to Auckland.Support member services such as full service bank accounts, front line software, ATM network, Insurance products and services, product and software development.Positioned self as point of contact for resolution of issues for all members and direct customers, work daily with CEO, GM and MD of Credit Unions to reduce bottlenecks and address issues that arise.Management of processes for new sales, policy retention, renewals and cancellations for the insurance suite of products in accordance with best practice and delegated authority levels.Ensure compliance and audit requirements for Service Centre functions.Enhance the reputation of Co-op Money NZ and Co-op Insurance NZ with member Credit Unions to assist in maximising product sales. Implemented new telephony software across the business, oversaw IT delivery and design of system and delivered staff trainingRedesigned and released Service Level Agreement for Co-op Money NZ and provided on going management of SLA for member Credit Unions and internal business departments.Regular site visits to member Credit Unions to ensure satisfaction with Co-op Money NZ and Co-op Insurance NZ performance.



Tower Insurance

• New Zealand
• Insurance
• 700 & Above Employee

• Team Leader

  • Nov 2010 - May 2013

  Coaching & Development Team of up to 15 - meeting, exceeding targets & career developmentPeople Management including performance managementRecruitmentCustomer Complaints/Problem ResolutionPerformance AppraisalsDay to Day operational functionality of call centreReporting various team resultsMeeting / Training facilitationCall Quality reportingQueue management Coaching & Development Team of up to 15 - meeting, exceeding targets & career developmentPeople Management including performance managementRecruitmentCustomer Complaints/Problem ResolutionPerformance AppraisalsDay to Day operational functionality of call centreReporting various team resultsMeeting / Training facilitationCall Quality reportingQueue management



Salmat

• Team Leader

  • Aug 2008 - Nov 2010

  Assistant Team Support Manager Management, Coaching & Development of Senior staff membersInvolvement with Senior Management regarding clients, projects, reporting, development of staff, process improvements & schedulingDay to day support for Team of up to 18Working groups/process improvement workshops with clientClient relationship buildingPeople Management including performance managementRecruitment both internal and external applicantsCustomer Complaints/Problem ResolutionPerformance AppraisalsDay to Day operational functionality of call centreReporting various team resultsMeeting / Training facilitationCall Quality reportingQueue management



Westpac New Zealand

• New Zealand
• Banking
• 700 & Above Employee

• Team Leader

  • 2003 - 2007

  Change management – managing technology, process, procedural change within the businessProcess improvements – identifying ways we can do things smarterCompliance – legal requirement of various Acts affecting the business & operationsCoaching & Development Team of up to 16 - meeting, exceeding targets & career developmentPeople Management including performance managementProject Work - Pilot Team/Working PartyRecruitmentCustomer Complaints/Problem ResolutionPerformance AppraisalsShift Manager - 3 sites on Weekend Shift (Auckland, Wellington & Christchurch)Day to Day operational functionality of call centreReporting various team resultsMeeting / Training facilitationNICE – Call Monitoring SystemsCHRIS – Recording systemsMicrosoft Office suiteLotus Notes