Jane Canuto Email & Phone Number

Auckland, New Zealand

Aia House, 74 Taharoto Rd. Takapuna, Smales Farm, Auckland City

Instructional Design and Facilitation | Curated, developed, implemented, and managed a program for emerging leaders, promoting social collaborative learning. This resulted in an average uplift in performance of 20.83% and supported the succession pipeline within the business.Strategic Vendor and Stakeholder Management | Engendered trust and cooperation with the vendors and stakeholders that resulted to 60% savings on project cost and successfully launched the leadership program that empowered employees to develop innovation mindset and capabilities and deliver sustainable outcomes to the business. Collaboration and Process Creation | Nominated for ASPIRE Award for successfully crafting and co-creating solutions to address the New Business and Claims team's challenges that contributed to improving value of new business by using human centered approach to problem solving. Measuring Training Effectiveness | Developed and implemented a 360 degree feedback. This helped boost manager's confidence and improved awareness of knowledge and skill gaps. Content Writing and Curation | Designed and curated a training module that was adopted for global implementation, supporting the Diversity, Equity, Inclusion and Belonging strategy. Designed, developed, and launched training manual and instruction guides for advisers and intermediaries for eApp and Quote Builder roll-out. Designed, developed and launched comprehensive resource materials on numerous business challenges that significantly boosted employee confidence, improved call quality, reduced risk, improved intermediary and customer experiences.Influencing and Communication | Championed the roll-out of Leadership Essentials framework and embedded across the business by understanding the learning ecosystem. Utilized technology to help embed micro habits that drive desired behaviors. Increased online learning consumption by 31% from 2021 to 2023, by enhancing accessibility and engagement with learning materials.

Auckland, New Zealand

Strategic Management and Execution | Developed and executed strategies and tactics to optimize the efficiency and effectiveness of Telnet's training processes and talent acquisition. Successfully rolled out and managed the Facilities Maintenance and Health & Safety Program of the company.Supported HR and administrative functions of the business. Designed, developed and rolled-out training framework that resulted to capability uplift and client retention.

Takapuna, Auckland

Promoted collaborative work culture, driving efficiency, while managing learning and development, QA,scripting and business process improvement within the direct response retail sales environment. Proficiently managed budgeting and planning to drive day to day operations and initiatives.Spearheaded various improvement initiatives, including design, development and implementation of blended approach to people learning and development and providing training support for 24/7 operationsProduced organisational strategy and plans to meet training and development needs, manage delivery, measurement and follow-up as necessarySuccessfully championed change management initiative that resulted to significant cost efficiencies whilst providing continuous training and quality assurance support to the businessConceptualised, executed and maintained a QA framework that provides intel to the businessand significantly improved compliance to achieve consistency of service delivery and minimise compliance, business and customer critical risks .Collaboratively worked with cross functional teams in designing, reviewing and updating policies and procedures, job descriptions, KPIs and establishing guidelines around training, quality assurance, scripting, product testing and process improvement within sales and customer management.Designed and developed a more responsive Quality Assurance Framework and Evaluation tool for DRTV Sales & Customer Service Management DivisionDesigned, developed and maintained reporting tool that provides intel to the business and help make an informed, strategic business decisionsWorked with cross functional teams to set up and standardise the company’s sales and call flow methodology, new product testing process and methodology, scripting process and methodology. Ensure all training activities and materials meet with relevant organisational and statutory policies, including health and safety, employment and equality laws.

Onehunga, Auckland New Zealand

• Manages training programs and learning experiences for adult learners in a site• Works closely with client to understand client’s business needs• Manage and roll out ramp training for all of SITEL NZ Limited’s list of businesses from client’s product training to transition phase and handover to Operations Team• Develops and implements training programs for contact center personnel including management development programs and learning pathway• Develops evaluation and validation instruments to collect and interpret data assessing organizational needs and training program effectiveness• Identifies skill and knowledge requirements for sites/clients’ accounts through analysis of data from multiple sources• Designs learning strategies to fill needs as identified through analysis and in partnership with Coaches and Operations Managers• Conducts the most complex training classes and leadership development program• Develops standards for monitoring agents/representatives• Ensures that feedback programs provide agents with guidance to correct problems• Hires, trains and supervises a staff of trainers and track trainees• Conducts train the facilitators sessions to keep trainers effective• Works with cross functional teams in developing strategies to address business needs and priorities

Upper North Island

Multi-unit Operations Manager • Work closely with cross functional teams, particularly Sales and Business Development Team, in putting together tender for key accounts and new businesses• Responsible for account management and delivery of contractual terms • Identify and mitigate any contract risk• Enhance client relationship program by understanding customers’ needs and help clients meet those needs Consumer Sales and Marketing• Develop and implement operational strategies to achieve operational excellence • Menu and product development • Designing local store marketing • Merchandising and pricing strategies• Participate, lead and execute operations transformational projects• Identify any additional opportunities and service extensionFinancial Management• Turned around P&L Performance of loss making sites to profitable operations and improve performance of majority of sites within my portfolio.• Improve Gross Profit Margin by executing initiatives designed to improve food cost, inventory management and minimize waste and theft.• Manage labour cost and other in unit overhead cost to meet operational needs efficiently and effectively • Worked and support cross functional teams to improve delivery of support services to OPS Team • Account credit management and collectionHealth and Safety Execution • Train & Engage Site Manager on shared site management and accountability (both for P&L and Health & Safety awareness and execution) • Teach, coach and work with teams on site to achieve Health & Safety index• Implement all relevant HSE procedures within the unit and review them as appropriate. People Training and Development• Build structure and competency of leaders/key team members in the business to deliver sustainable performance improvement• Continuously eye and develop talents within the business • Work on retaining talents within the business

- Identifies and implements improvements in processes and systems within the Burger King chain of restaurants- Designs and manages rollout of a wide range of training initiatives and develops a more responsive training framework to improve learning and capability

A regional role in Asiapac responsible for brand protection, partnering with franchise partners to ensure consistent delivery of guest promise. Work with suppliers on product development and profit improvement. Partnering with franchise partners on design and delivery of training programs to improve learning and capability

Responsible for company's profitability and growth, people development while upholding the highest level of integrity and professionalism within the organization. Developed and implemented systems and policies on site selection, business development, marketing, retail operations, creative and product development, licensing and personnel policies. Conceptualized and launched the company's direct selling business.

Streamlined the company's retail operations to improve efficiency and speed up profitability.Strengthen Retail Operations and Creative group.Doubled licensing business of local properties. Improved profitability of retail operations to positive level.

Led the Franchise Group to achieve set sales and profit objectives.Trained and developed people within the organization.Responsible for company's business development, operations, marketing, product development, production and manufacturing, finance and training.Prepared project studies for potential businesses.

Led the Operations Group to achieve set sales and profit objectives. Responsible for forecasting sales volume and budget planning for the business unit.Coordinated with different sections such as Training, Business Development, Research and Development, Production and Manufacturing, and Marketing to achieve set objectives.Trained and developed people.Designed systems and procedures to improve work methods and delivery of basic services to franchisees.

Increased system wide sales and profits by delivering QSCV. Worked hand in hand with Operations Manager and Training Manager to develop Field Operations Supervisors and strong Franchisee network.Effectively trained Field Operations Supervisors (FOS) on time and territory management. Developed and launched FOS call report.Conducted business reviews with the franchisees and assisted FOS in presenting company's perspective on marketing efforts and sales potential, management depth, financial position, present QSC rating, reinvestment philosophy, people practices and other business practices relative to upgrading operations.Conducted site checks to assist Business Development in making decisions on specified locations and evaluated prospective franchisees prior to selection.Managed collection rate within company standards.

Safeguarded QSCV standards of franchise system by developing good working relationship with the franchise community.Delivered sales and profit targets by encouraging franchisees' active participation and commitment in delivering highest level of QSCV to consumers.Assisted franchisees in assessing and developing effective people practices including staffing, development and retention.Achieved sales volume and profit targets by implementing local marketing and sales building activities and ensured franchisees' support on national promotions.Improved franchisees' profitability by designing solutions to profit problems and developed systems to improve efficiency and productivity.Designed opening checklist for new stores to ensure smooth and efficient store operations right from the start

Education record

DT Fundamentals Workshop

Ba Economics, Business/Managerial Economics

Activities and Societies: UP Economics Towards Consciousness