Emilë Perumal Email & Phone Number

Whangaparaoa, Nz

New Zealand

This role is responsible for the performance and governance of all Suncorp New Zealand Technology Operations teams, Genesys telephony platform and the performance of New Zealand services and assets across partner and non-partner teams. • Part of the wider trans-tasman Technology & Operations function across Australia & New Zealand. • Driving operational alignment between Australia and New Zealand technical teams.• Accountability for Service Management outcomes, processes and… Show more This role is responsible for the performance and governance of all Suncorp New Zealand Technology Operations teams, Genesys telephony platform and the performance of New Zealand services and assets across partner and non-partner teams. • Part of the wider trans-tasman Technology & Operations function across Australia & New Zealand. • Driving operational alignment between Australia and New Zealand technical teams.• Accountability for Service Management outcomes, processes and practices for operations and service delivery being aligned to SIAM and ITIL principles.• Accountability for Financial Metrics and Targets for Service Management.• Responsibility for service reviews, vendor / partner agreements and service level negotiations. • Senior engagement and escalation point for partner and non-partner teams who perform a Run or Change function. Show less

Auckland, New Zealand

This role is accountable for managing all facets of IT Infrastructure, End User and IT Service Management for Suncorp NZ's go-to-market brands and IT service partners. • Part of the wider Suncorp Group Infrastructure team in Australia.• Accountability for the NZ IT Operations and NZ Voice teams supporting the employees of Suncorp NZ and its associated go-to-market brands. (AA Insurance, AA Money, Vero Liability, Asteron and Vero)• IT Service Management across NZ - Incident… Show more This role is accountable for managing all facets of IT Infrastructure, End User and IT Service Management for Suncorp NZ's go-to-market brands and IT service partners. • Part of the wider Suncorp Group Infrastructure team in Australia.• Accountability for the NZ IT Operations and NZ Voice teams supporting the employees of Suncorp NZ and its associated go-to-market brands. (AA Insurance, AA Money, Vero Liability, Asteron and Vero)• IT Service Management across NZ - Incident, Problem, Change, Service Request.• Support across the NZ M365 stack. (MS Teams, Intune, Office365, Sharepoint Online) • IT Service Desk L1/L2, NZ Exec Support/VIP and NZ Concierge Service.• Mobile Device Management (Tablets & Mobiles).• Technical communications and employee education for all tech related artefacts in the end-point ecosystem. • Accountability for the ServiceNow tool for Suncorp NZ.• Accountability for IT Purchasing and Order Management for all End-User Compute devices.• Accountability for NZ Fixed and Mobile Telco Management, Voice/Telephony End Points and the Genesys Contact Centre Platform (circa 1500 seats) for all Suncorp NZ brands.• Management and mitigation of escalations across all Suncorp NZ IT Infrastructure Operations and Digital Assets. • Responsibility for cost optimisation across all streams in the portfolio. • Managing and building relationships with internal customers, stakeholders and integration teams to ensure effective, efficient and customer centric outcomes.• Managing vendor relationships and driving vendor performance and accountability.• Driving Team Engagement, Net Promoter Score & First Contact Resolution.• Point of Escalation for all service-related matters for the Suncorp NZ Senior and Exec Leadership Teams.• Project Delivery across Suncorp Group ServiceNow and Genesys Telephony Platforms for New Zealand. Show less

Auckland, New Zealand

• Leading the day-to-day NZ IT Operations and NZ Voice teams supporting the employees of Suncorp NZ and its Associated go-to-market brands. (AA Insurance, AA Money, Vero Liability, Asteron and Vero)• Responsibility for IT Service Management across NZ - Incident, Problem, Change, Service Request and Service Desk in line with ITIL methodology. • Responsibility for end user experience and technical support of the Genesys Engage Contact Centre Platform. • Responsibility for End User… Show more • Leading the day-to-day NZ IT Operations and NZ Voice teams supporting the employees of Suncorp NZ and its Associated go-to-market brands. (AA Insurance, AA Money, Vero Liability, Asteron and Vero)• Responsibility for IT Service Management across NZ - Incident, Problem, Change, Service Request and Service Desk in line with ITIL methodology. • Responsibility for end user experience and technical support of the Genesys Engage Contact Centre Platform. • Responsibility for End User Purchasing and Order Management for all End-User Compute devices.• Responsibility for Unified Communications and all Voice/Telephony End Points (circa 1500 seats) for all of Suncorp NZ and its Associated go-to-market brands. (AA Insurance, AA Money, Vero Liability, Asteron and Vero) • Management and mitigation of escalations across all Suncorp NZ IT Infrastructure Operations and Digital Applications. • Delivering services that elevate the customer experience (including automation, self-service and pro-active communications).• Managing and building relationships with internal customers, stakeholders and integration teams to ensure effective, efficient and customer centric outcomes.• Provide technical consultation and direction to teams and the business with a view to assist with business thinking and definition of technology solutions.• Work with key business stakeholders to ensure the most appropriate, cost effective and timely solutions are delivered.• Ensure that delivery team purpose and objectives are clear and linked to the broader Group vision, strategy and customer roadmap.• Managing vendor relationships and driving vendor performance and accountability.• Driving Team Engagement, Net Promoter Score and First Contact Resolution.• Point of Escalation for all service-related matters for the Suncorp NZ exec team. Show less

Auckland, New Zealand

• Day-to-day management of a 24x7 Level 1 & Level 2 Remote Desktop Support Team within a Digital, Cloud & Hybrid IT Service business. • Supporting customers across New Zealand, Australia, USA, Canada & Europe. • Management of team deliverables & KPIs.• Delivering customised services and solutions and ensuring adherence to SLAs in line with service contracts. • Identifying, Owning & Driving Improvements to internal operations and wider customer experience goals. • Regular… Show more • Day-to-day management of a 24x7 Level 1 & Level 2 Remote Desktop Support Team within a Digital, Cloud & Hybrid IT Service business. • Supporting customers across New Zealand, Australia, USA, Canada & Europe. • Management of team deliverables & KPIs.• Delivering customised services and solutions and ensuring adherence to SLAs in line with service contracts. • Identifying, Owning & Driving Improvements to internal operations and wider customer experience goals. • Regular Reporting on Performance and Service Levels.• Driving ITSM Best Practice (Incident, Problem, Change, Event and Service Request Management) Show less

Auckland, New Zealand

• People Management of 8 Customer Care Managers totalling 120 FTE. • Ownership of Business Broadband Function.• Ownership of Escalations Function - Technical and Formal Complaints.• Process improvements across Customer Care.• Project Management associated with process improvements and wider Customer Care strategic initiatives. • Ownership of the operational relationship with the TDRS.• Ownership of the operational relationship with Chorus.• Accountability for the… Show more • People Management of 8 Customer Care Managers totalling 120 FTE. • Ownership of Business Broadband Function.• Ownership of Escalations Function - Technical and Formal Complaints.• Process improvements across Customer Care.• Project Management associated with process improvements and wider Customer Care strategic initiatives. • Ownership of the operational relationship with the TDRS.• Ownership of the operational relationship with Chorus.• Accountability for the Business & Technical Customer Experience for 2Degrees.• Day-to-day Contact Centre Service Operations. Show less

Auckland, New Zealand

• Management of CEO, Executive, Board of Directors, Parliamentary and Crown Fibre Holdings complaints and escalations to an exemplary level demonstrating strong analytical skills and a customer centric focus, ensuring the best result for Chorus and its customers. • Responsible for the strategic complaint management process, creating and maintaining the CEO, Executive, Board of Directors, Parliamentary and Crown Fibre Holdings complaints process across Chorus. • Socialising across the… Show more • Management of CEO, Executive, Board of Directors, Parliamentary and Crown Fibre Holdings complaints and escalations to an exemplary level demonstrating strong analytical skills and a customer centric focus, ensuring the best result for Chorus and its customers. • Responsible for the strategic complaint management process, creating and maintaining the CEO, Executive, Board of Directors, Parliamentary and Crown Fibre Holdings complaints process across Chorus. • Socialising across the business to ensure urgency and required focus is provided to drive outcomes. • Regular reporting as required for all Executive Stakeholders, Board of Directors, Crown Fibre Holdings and the Ministry for Business, Innovation and Employment. Show less

Auckland, New Zealand

• Ensuring that the business complies with regulatory, quality, training and customer related requirements. • Facilitation of ongoing professional development of Telnet and its employees. • Managing the relationships and expectations with Key Stakeholders both internally and externally. • Drive strategic changes and improvements within the business across technology, strategy development, service management, risk management and relationship management.Key Areas of… Show more • Ensuring that the business complies with regulatory, quality, training and customer related requirements. • Facilitation of ongoing professional development of Telnet and its employees. • Managing the relationships and expectations with Key Stakeholders both internally and externally. • Drive strategic changes and improvements within the business across technology, strategy development, service management, risk management and relationship management.Key Areas of Responsibility:• Quality Assurance, Learning & Development, Business Compliance and day-to-day management of 12 staff across these teams.• People Management, Reporting, Stakeholder Management, Relationship Management, Performance Management Show less

New Zealand

• Responsible for Strategic and Operational planning specific to Service Delivery, Service Design and Sales. • Commercial Contract Management, Telco & Vendor Management. • Project Management, Process Improvement and end-to-end Customer Experience. • Responsible for client relationship management across all customer accounts with direct • Accountability for all Key Accounts. • Managing three teams and three separate business functions. • Growing revenue from existing… Show more • Responsible for Strategic and Operational planning specific to Service Delivery, Service Design and Sales. • Commercial Contract Management, Telco & Vendor Management. • Project Management, Process Improvement and end-to-end Customer Experience. • Responsible for client relationship management across all customer accounts with direct • Accountability for all Key Accounts. • Managing three teams and three separate business functions. • Growing revenue from existing accounts. • Protecting revenue streams and securing case studies and reference-ability. • Monthly reporting on risks, performance, opportunities and service improvements. • Management of monthly client invoicing and billing (Accounts Receivable). Show less

New Zealand

• Responsible for Strategic and Operational planning specific to Service Delivery, Service• Design and Sales. • Management, Telco & Vendor Management, Process Improvement and end-to-end Customer Experience. • Management of Core Services:• Designing, negotiating and implementing customised services and solutions.• Processes and service modelling.• Managing revenue from existing accounts, • Protecting revenue streams and securing reference-ability. • Monthly… Show more • Responsible for Strategic and Operational planning specific to Service Delivery, Service• Design and Sales. • Management, Telco & Vendor Management, Process Improvement and end-to-end Customer Experience. • Management of Core Services:• Designing, negotiating and implementing customised services and solutions.• Processes and service modelling.• Managing revenue from existing accounts, • Protecting revenue streams and securing reference-ability. • Monthly reports on risks, opportunities and service improvements. Show less

New Zealand

• Growing revenue from existing accounts. • Relationship management. • Protecting revenue streams and securing reference-ability. • Compiling monthly reports• Management of Mobile Expense Management team, product and service line.• Sale, design and delivery of complex custom services and solutions. • Project Management.

New Zealand

• Day-to-day management of a Managed Service business across NZ and AU.• Two teams consisting of a service/help-desk and mobile expense management analysts. • Management of team KPIs.• Delivering customised services and solutions and ensuring compliance with service contracts. • Daily, Weekly, Monthly reporting

New Zealand

• Day-to-day management of repair centre and retail store front. • Management of 15 staff: Customer service and techs with two team leaders. • Awarded Most Improved Branch of 2009 & Most Profitable Branch of 2009• Successfully reduced average repair turn-around-times from 5 days to 3 hours. • Successfully reduced average costs by $10k per month.• Acted as point of contact for all escalations related to Customer Care in NZ.

• Effective management of the complaints management process.• Feedback/coaching/training/root cause analysis of issues causing complaints. • Representing Vodafone NZ at disputes tribunal hearings, investigating and resolving all customer impacting issues brought to the attention of the Vodafone Exec team.• Contacting customers in order to resolve problems.

• Corporate queries, management of customer issues (internal/external) through to closure. • Escalations, complaints, staff feedback.• Corporate provisioning, • Coaching, training and development of staff members. Technical support covering Voice, Data, • PABX, Mobile, Managed Services.

Contacting existing customers to develop and maintain Spark's relationship with them.

Day to day running of the mobile phone and accessory retail store. Outbound business development with SME and Consumers.Overall Management of the Business and 8 staff including another retail store.Reporting to the Managing Director.Responsibility for sales revenue and profitability.

Business, Management, Marketing, And Related Support Services

Business Process Improvement LEAN Business Management Law and Society

High School Completion, High School/Secondary Diplomas And Certificates

Education record

Education record

Education record