I am a highly motivated, passionate and results driven leader with over 14 years' service delivery experience.
I pride myself on authentic leadership and I have successfully led, motivated and developed effective teams to achieve positive results. This has been achieved through leading by example, my immense passion for staff engagement & satisfaction, effective coaching and mentoring, building a strong and positive culture, a focus of continuous improvement and my strong interpersonal and communication skills.
Motivated by succeeding, aiming for the stars, putting 110% in and ensuring customers get the best outcomes. Love to lead, develop and get the most out of people.
Accountability for the effective and efficient operation of the Service Centre to ensure high quality consistent advice and information is delivered to customers, operational policies and procedures are adhered to, KPIs are monitored and SLA’s are met.
Ensure performance against KPI’s is monitored and any drops in service levels are resolved to meet the needs of MBIE’s clients and internal business owners.
Lead and develop a culture of high quality service delivery focussed on providing MBIE customers with excellent service.
Coach, mentor and develop Team Leaders and Practice Leaders to make quality decisions in the management of the day to day operations of the Service Centre to ensure SLA’s and KPI’s are met.
Make recommendations to the National Manager Service Centres that influence the Service Centre Operating Model and Strategy by actively identifying opportunities for improvement.
Actively demonstrate and support continuous review and improvement throughout all elements of the Service Centre and provide feedback to MBIE business owners on improvements to products and services.
Ensure the Service Centre is appropriately resourced and has the capability and capacity to operate effectively.
Be the business owner of specific Service Centre projects and make key decisions to ensure successful outcomes of these projects. Ensure projects are well managed, resourced and any quality or service issues are addressed and governed appropriately.
Take ownership of individual projects as well as maintain oversight of all Service Centre projects.
Have oversight and accountability of successfully embedding additional Service Centre stakeholders and work streams.
Co-manage respective building and site to ensure maintenance, repairs, health and safety and BCP obligations are met. This also means being available for after hour responsibilities such as alarm and security related matters.
Promote, maintain and have direct involvement with ISO 9001:2015 accreditation
Involvement and representation with external agencies to facilitate the success of the Service Centre. I.e. CCiNZ
