Bronwyn Henderson Mba Email & Phone Number

Auckland, New Zealand

Delivering key projects for the Customer Business team, leading oversight of the risk environment to ensure appropriate risk profile is maintained and meeting the needs of our customers.

Auckland, New Zealand

Take ownership for defining what great customer outcomes mean across each of Business Banking's product, services and interactions, leading the oversight of the risk environment to ensure an appropriate risk profile is maintained and the Business Banking Group is set up to meet its respective regulatory obligations and the needs of its customers.

Auckland, New Zealand

Ownership for defining what great customer outcomes mean across each of Kiwibank's product, services and interactions. Lead cross-functional teams and activities that identify, establish and manage processes and initiatives centered on improving outcomes for customers. Build trust with our customers by increase Product Management capability to deliver on the GCO principles of ‘make sure it works’, ‘keep the customer informed’ and ‘make it right when things go wrong’.

Auckland, New Zealand

Key focus areas:- Defining what a good customer outcomes looks like for core banking products- Leading development of reporting suite that enables customers who may not be getting a good outcome to be identified- Developing and refining proactive GCO campaigns that help Kiwi be better off. Campaigns focus on targeting opportunities for customers to move to a more suitable product or change the way they use a product to reduce fees and/or interest paid, pay down persistent debt, or maximise returns on funds deposited.

Wellington & Wairarapa, New Zealand

Achievements:- Led business process improvements targeting the Business Incident Communications. Outcomes were reduction in customer dissatisfaction, reduction in cost, reduction in unplanned leave, increase in quality and timeliness of customer communication and the data analysis contributed to decision to process MSD files at 11 pm regardless of time file received in order to provide certainty for customers about when their payment will be available)- Led the implementation of Error Rework tool for Enterprise Operations (largely back office) teams so that errors from front line could be recorded, classified, and reported on. Lead in the design and build of the reporting suite that provided leadership information, process owner information to support root cause analysis and improvement and team leader information to inform training and development opportunities and enable data driven performance conversations.- Led cross functional deep dives on processes to document process activities, process participants, systems, business rules, process metrics and performance results, pain points, in flight activity and opportunities to provide the knowledge base for improvements to be established.- Developed facilitator guide and templates for deep dive and train team members to run the workshops.

Wellington & Wairarapa, New Zealand

MBA student. Graduated December 2017.

Wellington & Wairarapa, New Zealand

Fixed Term Contract. Focus on development of Business Process Framework, process development and process management training, and leading cross functional process improvement initiatives.

Auckland

Achievements:• Lead for development of updated IT operations service levels as part of contract renegotiations the Fuel Card platform developed and operated for global Fuel company. The company provided a fully managed service to the Fuel company so scope of IT operations agreement included availability management, incident and problem management, change management, capacity management, service continuity and service level management. • Developed the iT Service Performance Reporting process, refined the report creation process and outputs, and created monthly service reports for all clients using the Fuel Card platform• Supported the global rollout of new major version of software to all clients in all countries by developing and undertaking daily reporting for two to four weeks during post-upgrade Stabilisation. Report scope included defect, incident and problem metrics (volumes, priorities, time to resolve, against service level targets), IT Helpdesk performance (call volumes, time to answer) and platform performance reporting (component availability, service availability, automated and manual process success/failure)• Developed and rolled out Service Level Management process for use by Service Delivery Managers based in New Zealand and UK.

Auckland, New Zealand

Role purpose: Implement and manage ITIL processes within Connect, with focus on establishing Service Level Management capability and Incident Management framework. Responsible for process maturity assessments, process development and implementation, process governance, continual service improvement and ITIL capability build.Achievements:• Lead design, implementation and governance of Service Level Management framework, spanning customer facing business units (Retail, Gen-i and Wholesale), Technology, Shared Services (Fulfil, Assure, Bill) and Suppliers/Partners.• Lead design of Spark Technology Performance Scorecard for senior leadership • Design and development of Shared Services and Technology Operations Performance Scorecard Spark Leadership teamSparkInnovation (formerly TelecomONE Innovation) conference organiser for 2014 and 2015 Innovation UnConference weekend

Auckland, New Zealand

Role purpose: Improve the efficiency of the Service Performance Measurement reporting team through process standardisation and improvement. Responsible for ensuring production of high quality, timely Service Performance Reporting for services delivered by Technology Operations and Shared Services (Fulfil, Assure, Bill) to customer facing business units (Retail, Gen-i, Wholesale & International) and Service Operations ReviewsAchievements• Plan and design of Technology related reporting new products to market (4G Mobile, Ultra Fast Broadband, Optical Transport Network)• Support of maturity of Technology related reporting capability including process design and implementation, template design and training

Auckland, New Zealand

Services Right First Time Improvement Plan, including initiative assessment, prioritisation, resource allocation, progress reviews and business benefit realisation review. Responsible for ensuring Improvement Plan delivered to T&SS OTIF (On Time, In Full) targets. Stakeholder management spanning Technology and Shared Services, customer facing business units and strategic suppliers.Achievements: • OTIF measurement and governance for portion of Technology and Shared Services Short Term Incentive payments related to OTIF performance.

Auckland, New Zealand

Achievements:• Created business process improvement and reporting team within the Provisioning function. • Led complex improvement initiatives supporting customer experience and cost efficiency business drivers. • Developed and managed Provisioning Improvement Plan and supporting SLA and KPI reporting framework covering Voice, Broadband and Data products. • Developed continuous improvement methodology and toolset which was implemented across 300+ staff located in Auckland and Christchurch.• Responsible for triaging and managing provisioning related escalators for essential services (police, hospitals etc) during weeks immediately following Christchurch earthquake• Coordinated distribution of IT equipment and mobile phones to staff to enable remote working for Christchurch team when and as they were able to return to work

Auckland, New Zealand

Role purpose: Project Delivery governance ensuring services and systems meet solution design criteria, are fit for purpose and able to be appropriately supported by the Shared Technology Operations teams and external service providers. Development and maintenance of operational impact assessments and service support designs, governance of project artefacts. Support and peer review responsibilities for Process Specialists within team.Achievements:• Leadership of Operational Readiness activities across CRM replacement and Campaign Management implementation programme. Process guidance and governance of system integrator activities and artefacts within Delivery Framework.• Team capability maturity uplift as a result of mentoring and peer reviews

Queenstown, New Zealand

Management of Companies Office records (Company Incorporation, Annual Returns, Board Resolutions etc) on behalf of Commercial team Client. Conveyancing. Trust Account management.

Queenstown, New Zealand

Assisting customers with day to day and foreign exchange banking transaction. Backup support for Bulk Teller supporting Business Customer banking. Daily cash drawer balancing of approx. $10,000 as teller, up to $70,000 as Foreign Exchange teller and approximately $450,000 Bulk Teller.

Auckland, New Zealand

Role purpose: Responsible for improving process maturity, including development and implementation of Business Process Framework, Process Ownership RACI, process repository, standardising process mapping tools and methodologies and process training across the organisation. Accountable for leading operational improvement programme across Customer Care business unit. Also accountable for leading the process stream of any initiative creating high impact change within Customer Care.

Auckland, New Zealand

Role purpose: Staff management responsibilities including recruitment, performance management and development, cost centre management. Development of business improvement methodology and toolset. Organisational culture change. Lead complex improvements that deliver operational efficiency gains and/or improve customer experience. Support team members with delivery of their improvement initiatives.

Auckland, New Zealand

Team management responsibilities including recruitment, performance management and development, cost centre management. Maintenance of Credit Scorecard and Approvals Matrix, to ensure connections targets and bad debt managed within agreed thresholds.

Master Of Business Administration (Mba), Business Administration And Management, General

Leadership In Action, Organizational Leadership

9 month strategic leadership development programme for those identified as leaders and future leaders of Vodafone New Zealand and Vodafone.

Bachelor Of Business, Joint Major: Management And It

16 of 24 papers completed. Superseded by MBA

Legal Executive, Business/Commerce, General