Jaci Barnes Email & Phone Number

New Zealand

Wellington, Wellington Region, New Zealand

facilitating Top teirs continous improvement leadership programme Change programmeintegrated Org performance system

Wellington

In this role I'm fortunate to lead up to 100 staff across multiple sites in NZ the team of highly experienced professions; IRs Project professionals & design specialist to delivery change for IR and our customers.• successful delivery of the Service Design and Implementation unit’s work programme to business partners • professional representation of Inland Revenue in governance roles external and internal• ensuring team collaboration with key business partners for successful development and delivery of innovative user-centred and e-focused solutions for business and legislative change initiatives • effective relationships with external stakeholders and key influencers to optimize organisational outcomes• facilitate and provide expertise for capability uplift and continuous improvement opportunities • participating in inter and intra-agency governance structures as an active member of consultative panels, steering committees and cross-department working groups

Wellington & Wairarapa, New Zealand

In this role I lead a fantastic team of relationship managers who manage key external relationships supporting end to end delivery of services to our customers. facilitating and connecting between Inland Revenue and external partners, working together to deliver and improve the customer experience. The entry point for software developers, Tax agent industry bodies, Kiwi saver Scheme providers and many financial sector relationship.Management of escalations and issues at industry group level from CPA Australia, NZ Bookkeepers' Association, CA ANZ, ATAINZ & OTANZ. Government agency operational relationships (Companies Office, Callaghan Innovation & ACC). This was a key role for facilitating partnerships with third parties, facilitating engagement on Inland Revenue’s strategic direction and to consult on change impacts.• approving authority for FSR relationship management• building credible relationships between IR and key internal and external stakeholders • ensuring that Inland Revenue and stakeholders are delivering their agreed contractual obligations• Co designing change with internal/ external stakeholders.

Wellington & Wairarapa, New Zealand

Focused on building a CI culture by working with senior leaders across IR.As lead facilitator my approach is to understand what business challenges they are currently facing and work with them and their teams on those challenges providing the tools and technics to solve technical and adaptive challenges assuring collaboration and a deeper understand of how to achieve shared strategic outcomes that are required to be a world class tax administration in the 21st century.• Advanced leadership workshops • Continuous improvement/lean coaching and training for leaders and teams• Practical learning experiences for teams capability building through problem solving in teams and across business functions

Wellington & Wairarapa, New Zealand

led Annual returns programme , leading a team of Business Analysis and other Senior technical specialists to build requirements and technical specifications for implementation of Budget & legislative changes including organization system improvements to IRs 112 web & paper customer products.Managing organizations business system improvements programme for customer & non legislation improvements.

As part of the commercial leadership team I was tasked with helping Powerco become a customer facing organisation, establishing and leading a new customer team and call centre.Development & implementation of process improvements across the organisation including new CRM.Key led for cultural shift programme, sustaining the organisations changes, leading the introduction of lean and continues improvement methodology to operations.

Sydney & Brisbane Australia

Led teams across Brisbane QLD and Sydney NSW Customer Relation Center's.Undertaking project work on a national level.Ensured excellent customer service was delivered to our customers and encouraging the creativeness of staff to achieve these outcomes in a high pressure environment.

Bachelor Of Arts (B.A.), Psychology, Sociology & Maori Studies

Advanced Business Diploma, Business Administration And Management, General

Education record

Strategic Leadership