1-on-1 and Team Coaching | Workshops | Online Courses | Advice | Speaking | CliftonStrengths + Transformative Coaching"Developing thriving individuals to maximise collective impact through strengths-based, empowering people and leadership development."Get in touch for a chat:022 676 8858fionadeehan@deehanleadershipcollaborative.co.nz

Leadership Lab operates as a collective with a wide range of individuals teaming up to contribute in a range of projects while also supporting and developing each other in the process. Our Leadership Lab team covers all of New Zealand/Aotearoa and through the extensive network of robust and trusting relationships where we form partnerships with local leaders.Leadership Lab has All of Government Consultancy Services (AOG) accreditation status for Business Change and Human Resources Tier 3. We were on the Ministry of Education Kāhui Ako Change Management Provider panel. 2017-2019, and are on the Ministry of Education Grow Waitaha Provider Panel from 2015 – present.https://leadershiplab.co.nz/team/fiona-deehan/*Primarily part of the Linc Incubator and Linc Rourou projects*Host of Gender Health Justice podcast:https://www.plainsfm.org.nz/Programmes/Details.aspx?PID=8a28699e-e82f-47fd-b422-f71412edf9ad

Responsible for overseeing all aspects of planning, training and quality within the Citizen & Customer Services Unit of Christchurch City Council to ensure and support an excellent level of service to all Council customers. This includes:• Coordination and Leadership of Strategic and Tactical planning to ensure the effective performance of the unit• Developing and maintaining quality and training strategies supported by best practice frameworks• Leading and managing the delivery of training and quality management programmes for the Unit• Coordination and facilitation of the recruitment and induction process of new staff

https://learningcitychristchurch.nz/https://learningcitychristchurch.nz/explore/learning-days-2021/I co-led the co-ordination of Learning Days 2021 which included relationships building, connecting people and opportunities, thinking strategically as well as attention to detail always with the values and kaupapa of Ako Ōtautahi Learning City Christchurch - highlighting opportunities for learning in Ōtautahi Christchurch that are accessbible, equitable and innovative and catalysing conversations about the future of learning.

My role is to innovate new and exciting ways to champion Health, Safety and Wellbeing processes and procedures and promote and increase engagement.This includes building new, and strengthening existing relationships across the organisation by engaging with people in a meaningful way and collaborating to deliver on the commitments of the Council's Health, Safety and Wellbeing 5 Year Plan.

October 2018 - presentTraining Lead for project to implement a new Health, Safety and Wellbeing management system; includes development of training strategy and approach and change management supportJuly - October 2018Supported the Training Lead of the first release of a new SAP request management system with completion of needs analysis and design of delivery plan; responsible for documentation of training material and leading training delivery; supporting role in change management delivery

I deliver training on behalf of PD Training as required.

I deliver training for Auldhouse as required.

Delivery of 2-3 day training sessions for system changes to IR people across the country as part of IR’s business transformation programmeThis required a strong understanding of the change management messaging and approach in order to facilitate conversations about this as they naturally weaved through the systems training delivery.

● Account management with a focus on relationship management, strategic planning, identification of opportunities for efficiencies and value-add and the business objectives and goals of the stakeholders● Part of the MBIE Service Centre Management Team requiring leadership through example and influence● Innovation, creativity and the continuous improvement mindset were key parts of this role –how can we improve how we do things to gain efficiencies for the centre and stakeholders and how staff satisfaction and engagement can be increased● Negotiation with and selling new ways of doing things to my management team colleagues and my stakeholders; sometimes required challenging conversations

● Responsible for establishing and continuously improving the Service Centre quality management frameworks and service design to drive consistent, high quality, customer focused inbound and outbound advice and information to MBIE’s clients● Responsible for establishing and maintaining excellent relationships with a wide range of stakeholders – acting as the ‘glue’ between numerous business units and the Service Centre. These business units include the NZ Companies Office, the Insolvency & Trustee Service, the Intellectual Property Office of NZ, the Financial Markets Authority, Business.govt and the Commission for Financial Capability (Retirement Villages). Key duties include communication of key changes, training, content writing, reporting and identifying areas for improvement

● Responsible for systems support in the centre including IT systems, training & inductions, monthly reporting, ISO certification to ISO9001:2008 Quality Management Standard● Major projects/achievements include:o Testing, training for & implementation of Client Relationship Management (CRM) tool in Christchurch, Porirua and Auckland centreso Author of a CRM manual for the MBIE Service Centreo Training & implementation of new phone system at Porirua centreo Recipient of MBIE Service Centre Shape/Collaborate/Deliver Award in 2014 – awarded by Porirua centre.‘Shape/Collaborate/Deliver’ refers to MBIE’s character and how targets are achieved

• Answering queries for a range of MBIE business units queues such as Companies Office, Intellectual Property, Insolvency, Business.govt and more via phone, email and web requests • Worked as Companies Office Specialist fielding complex advisor queries and liaising with Head Office when required; specialist responsible for updating knowledgebase content, communicating any changes/updates to the advisor body and training

• Engaged to assist with kickstarting a number of projects involving internal and external stakeholders to the organisation by using my stakeholder engagement and strategic planning skills, including:o Liaised with the IT team to develop a Project Plan and Implementation Plan to introduce a replacement helpdesk toolo Reviewed the Customer Service Team’s use of CRM and made a list recommendations and suggestions for changes to the tool and how it is used with the ultimate goal of increased user friendliness, improved client experience and better use of business intelligenceo Designed and provided implementation plan for a Customer Services survey to enable the measurement of interaction satisfaction experienced by clients contacting the organisation