Deepa Patel Email & Phone Number

New Zealand

80 Queen Street, Auckland, 1010

Auckland, New Zealand

Key Responsibilities:Learning Curriculum*Work with the Learning Design & Delivery Team Leader and the Organisational Development team to assess organisational development needs through surveys, interviews with employees, focus groups, and/or consultation with managers*Work with the Learning Design & Delivery Team Leader and the Organisational Development team to manage the design, development, and/or sourcing of learning solutions for the Learning Curriculum*Evaluate effectiveness of training programs delivered on the Learning Curriculum; utilise relevant evaluation data to revise or recommend changes. Review and update existing training programs on the Learning Curriculum to ensure content is accurate and programs are meeting the needs of the business- Prepare training materials, resources and rooms for each training program- Manage administration requirements associated with the Learning Curriculum- Learn to deliver new training programs within a reasonable timeframe according to the duration and complexity of the programLearning Design and Delivery*Consult with the business to determine appropriate learning solutions; evaluate and recommend implementation of programs to meet business goals and objectives*Assess learning needs through surveys, interviews, with employees, focus groups, and/or consultation with managers*Design, develop and deliver effective learning solutions to improve employee capability and enhance organisational performance*Facilitation of learning programs to improve employee capability and enhance organisational performance*Evaluate effectiveness of learning programs; utilise relevant evaluation data to revise or recommend changes to learning programs

New Zealand

Fanshawe Street, Auckland City

Key Responsibilites:*Work closely within the Operations teams to establish relationships, monitor trends and proactively identify needs* Make recommendations on training solutions to meet identified training needs* Participate in the development with SME'S of training material to enable training needs are met* Develop and maintain an effective induction programme* Develop and maintain an effective Continuing Education Programme for existing staff* Research and recommend enhancements to training programmes and ensure they meet best practice standards* Ensure training documentation and material is up to date* Maintain training records and results across Customer Service* Meet or exceed benchmarks for service and delivery* Cost effectiveness/productivity* Highlight potential risks/issues* Actively promote team participation and contribution through demonstrating the companies values

Fanshawe Street, Auckland City

Key Responsibilities:Efficient functioning of the Customer Service Contact Centre and it's team through:* Leadership and direction of all direct reports*Productivity of direct report workflow performance*Staff training, coaching, performance and workflow management*The quick, accurate and timely processing of customer requests* Ensure Company integrity is maintained and risk exposure minimised by adhering to Company underwriting procedures on all new business or policy replacements* Ensure continuous improvement occurs in all areas by identifying and notifying opportunities to provide better customer service and speed and responsiveness* First point of reference for issues or problems* Remain up to date with legislative requirements by keeping familiar with the Privacy Act, Consumer Guarantees Act, Human Rights Act, Insurance Law Reform, (NZ Insurance Council) Fair Insurance Code and any other legislations affecting the business* Resolve customer complaints by attending to issues raised effectively and speedily and adhering to Company procedures* Attend to customer inquiries via the telephone by accurately identifying the nature of the inquiry and responding in a timely and professional manner* Attend to daily telephone calls in accordance with personal responsibilities and capabilities and undertaking appropriate action* Effective delivery of high quality customer service which exceed customer service level benchmarks*Ensure optimum retention of customers by aattending to their needs promptly* Identifying training needs and opportunities to aid in the reduction of error rates* Identifying up-sell/cross-sell opportunities* Manage the customer service process for every contact in line with policy wordings and take the appropriate action as necessary* Assist Team Leaders with coaching/training for their staff members

Fanshawe Street, Auckland City

Efficient functioning of the Customer Service Contact Centre and it's team through:- Leadership and direction of all direct reports- Productivity of direct report workflow performance- Staff training, coaching, performance and workflow management- The quick, accurate and timely processing of customer requests* Ensure Company integrity is maintained and risk exposure mininised by adhering to Company underwriting procedures on all new business or policy replacements* Ensure continuous improvement occurs in all areas by identifying and notifying opportunities to provide better customer service and speed and responsiveness* First point of reference for issues or problems* Remain up to date with legislative requirements by keeping familiar with the Privacy Act, Consumer Guarantees Act, Human Rights Act, Insurance Law Reform, (NZ Insurance Council) Fair Insurance Code and any other legislations affecting the business* Resolve customer complaints by attending to issues raised effectively and speedily and adhering to Company procedures* Attend to customer inquiries via the telephone by accurately identifying the nature of the inquiry and responding in a timely and professional manner* Attend to daily telephone calls in accordance with personal responsibilities and capabilities and undertaking appropriate action* Effective delivery of high quality customer service which exceed customer service level benchmarks*Ensure optimum retention of customers by aattending to their needs promptly* Identifying training needs and opportunities to aid in the reduction of error rates* Identifying up-sell/cross-sell opportunities* Manage the customer service process for every contact in line with policy wordings and take the appropriate action as necessary

Heather Street, Parnel

Key Responsibilities:* To provide quality service to all customers in relation to new business and actively recommend enhancements in this area* To provide quality service to all customers in relation to existing business and the ongoing maintenance associated with this business and actively recommend enhancements in this area* To promote team participation and actively endorse the "Easiest Company to Deal With" concept and demonstrate Core Values at every moment of truth* To ensure that company procedures and standards are adhered to* To develop, maintain and enhance key working relationships with all customers, advisers and other third parties* To build excellent internal relationships by ensuring the free flow of information and resolve any issues and conflict where it arises* To provide support or services to other parts of the business as and when required* To update the Team Leader of any issues in a timely and accurate manner* To set and regularly review objectives and development plans in conjunction with the Team Leader and Administration Manager to ensure ongoing personal growth and effectiveness

Bader Drive, Mangere

Core Accountabilites:* Promote and sell core Bank products and services* Acquire new business through walk-ins/phone ins, referrals or campaign generated leads* Refer existing and new customers to relationship or customer service channels* Respond to objections, enquiries and requests for information* Receive and process over the counter banking transactions* Maintain and service customer accounts - personal and business* Contribute to the function and operation of high performing teams* Support the daily function and operation of the branch* Develop self for current and future employment* Provide instruction, coaching, and knowledge transfer to individuals and teamsExtra Responsibilities Included:* Running branch training sessions* Holding safe combinations * Relieving as Manager Customer Services during Managers absence* Relieving as Branch Manager at another branch for a period of two weeks

National Certificate In Adult Education And Training Level 4

Level 5 - 7097 Facilitate interactive learning sessions for adult learners Level 5 - 7093 Design learning sessions for adults Level 4.

National Certificate In Contact Centre Operations Level 3