Dean Spargo Email & Phone Number

New Zealand

Wellington, New Zealand

ResponsibilitiesLeadership and daily Operational Management of 7 staff managing high net worth and complex trustee arrangements. • Provide strategic direction to the team, deliver improvement and clean-up of process backlogs • Manage loss and risk compliance within the team • Relationship and stakeholder management across Retail divisions • Project management of required projects and process improvements• Direct and indirect coaching and mentoring of staff• Day to… Show more ResponsibilitiesLeadership and daily Operational Management of 7 staff managing high net worth and complex trustee arrangements. • Provide strategic direction to the team, deliver improvement and clean-up of process backlogs • Manage loss and risk compliance within the team • Relationship and stakeholder management across Retail divisions • Project management of required projects and process improvements• Direct and indirect coaching and mentoring of staff• Day to day operational leadership of the specialist and complex processing team Show less

Wellington, New Zealand

ResponsibilitiesProject Management - New Product Development To lead a $325k project developing a new-to-market product offering increasing Public Trust’s market share in Immediately Distributable Estates which had failed to be successfully implemented in different formats over the preceding 7 years.To lead the development and implementation of key business unit initiatives within Public Trust. Driving revenue, efficiencies, improving processes, practices and systems in order to… Show more ResponsibilitiesProject Management - New Product Development To lead a $325k project developing a new-to-market product offering increasing Public Trust’s market share in Immediately Distributable Estates which had failed to be successfully implemented in different formats over the preceding 7 years.To lead the development and implementation of key business unit initiatives within Public Trust. Driving revenue, efficiencies, improving processes, practices and systems in order to create measurable performance improvement and an enhanced customer experience. Key Achievements • On time and within budget delivery of a new product called Executor Assist • Hourly rate changes to all key products that resulted in a 6% yield increase in revenue • Time recording - improvements across the Retail Division: reducing variation, embedding expectations and basic standards, driving consistency in every centre across the country. Implementing: time recording charter and standards for narrations, expectations of behaviours, a reduction in blank narration of fields, reporting tools for leaders to manage behaviours and identify gaps• Disabling cheques - stopped the issuing of 250 cheques monthly ahead of new system change; modernised to online payments. Show less

Wellington, New Zealand

ResponsibilitiesLeadership and daily Operational Management of 25 staff in Public Trust’s New Estates back office processing unit. The role had 14 direct reports including the manager of a Christchurch-based team, delivering $10.5m p.a. revenue target Key Achievements • Developed and implemented New Workflow Model across the team• Implementation of a centralised team to process setup tasks of estates and payment of funeral accounts• Estates Clean-up Project, programme of… Show more ResponsibilitiesLeadership and daily Operational Management of 25 staff in Public Trust’s New Estates back office processing unit. The role had 14 direct reports including the manager of a Christchurch-based team, delivering $10.5m p.a. revenue target Key Achievements • Developed and implemented New Workflow Model across the team• Implementation of a centralised team to process setup tasks of estates and payment of funeral accounts• Estates Clean-up Project, programme of work to review and progress 400 ‘Stuck’ estates, removing key risks and improving customer experience Show less

Wellington, New Zealand

ResponsibilitiesLeadership and daily Operational Management of three back office processing teams, inbound and outbound contact centre teams, secure email team and business analyst support team, with up to 5 direct and 80 indirect reports. Over the five years in the role, teams were added to the portfolio. Key Achievements • Operational Model - developed and implemented a Management Operations System enabling back office teams to forecast, daily-plan, utilize resources and… Show more ResponsibilitiesLeadership and daily Operational Management of three back office processing teams, inbound and outbound contact centre teams, secure email team and business analyst support team, with up to 5 direct and 80 indirect reports. Over the five years in the role, teams were added to the portfolio. Key Achievements • Operational Model - developed and implemented a Management Operations System enabling back office teams to forecast, daily-plan, utilize resources and measure productivity output across 80 staff• Establishment of a new processing team managing customers’ switching requests. Achieved internal paperless processing saving time and resources with minimal set-up issues. The team lead the industry in effective processing of customer requests.• Customer Service Course, development and facilitation of a ½ day customer services course for the business unit across 80 staff Show less

Wellington, New Zealand

ResponsibilitiesLead and delivered Six Sigma, Lean and improvement projects within Back Office Operations and the Main Kiwibank Call Centre. Key Achievements• Customer Complaints Resolution & Prevention Project - Six Sigma Project, development of a Service Recovery programme that significantly improved complaint tracking, 1st and/or 2nd resolution processing and addressing root cause of service issues• Outbound Calling Team Improvement Project - Developed and implemented… Show more ResponsibilitiesLead and delivered Six Sigma, Lean and improvement projects within Back Office Operations and the Main Kiwibank Call Centre. Key Achievements• Customer Complaints Resolution & Prevention Project - Six Sigma Project, development of a Service Recovery programme that significantly improved complaint tracking, 1st and/or 2nd resolution processing and addressing root cause of service issues• Outbound Calling Team Improvement Project - Developed and implemented operational model that improved productivity output by 100%, increased customer contact by 30%, improving sales output and lifting team morale. Implemented full, uncapped monthly incentive programme to increase sales performance Show less

Wellington, New Zealand

Wellington, New Zealand