Transitioning from frontline services to corporate functions provided me with comprehensive organisational insights. I have leveraged my operational knowledge to enhance strategic conversations. Collaborating with the leadership team, I focused on improving customer and employee outcomes through strategic planning, facilitation of planning days, connection events and building trust to successfully implement change

In my analyst role, I focused on problem-solving, providing analysis and advice to support quality decision-making, and promoting a customer-centric, intelligence-led culture. I led initiatives, optimised processes, and managed workflows across the Families segment. By handling portfolios like Families voice channel and customer feedback, I identified trends and opportunities to enhance customer experience. This role honed my skills in managing critical and high-stress situations, including COVID-19 response, building closures, and major technological and organizational changes.

After working on social policy Official Information Requests with the Government & Ministerial Services (GMS) team, I was seconded to assist with document preparation for the Finance and Expenditure Committee (FEC) hearing. Collaborating with GMS and the wider business, I provided responses for the FEC, Minister of Revenue, Deputy Commissioners, and Acting Commissioner. My contribution and knowledge were key to our successful delivery, as noted in feedback.

I took over a team of 12 who were struggling with change and team identity. By empowering them to trust themselves and understand the bigger picture, I increased engagement and job satisfaction (as shown in our annual survey). This also led to better customer outcomes through improved team performance.

This secondment revealed my passion for strategic leadership. I led 14 team leads and 170 front-line officers across three sites, emphasising proactive and reactive planning. My daily duties included coaching leaders, strategic segment leadership, union engagement, employment investigations, and communication at all organisational levels.

Posted to Whangarei, I led a team through significant change as their leaders exited after a restructure. Balancing their wellbeing and empowering them to embrace new ways of working was challenging. This experience taught me valuable lessons in leadership, trust, and team support.

Business Manager for Aqua Fever, Aquatic Shop. Small business specialising in exotic fish and reptiles