Leadership | Coaching | Facilitation | Design ThinkingIf you are …- wanting to grow and develop leadership capabilities;- seeking to build and maintain your team’s performance; - eager for your organisation to navigate change well; - or simply keen to harness your energies to achieve your goals…I help real people get real results.During 25 years in the private and public sectors, I have worked, coached and led teams in customer operations, change management, organisational development and service design activities across three continents. A lifelong learner, I trained with Coach Inc. before becoming a member of the International Coach Federation.From the shop floor to the boardroom, in business, government, prisons, local communities and faith organisations, I’ve navigated, coached and led teams through daily operations, job change, career development, growth, improvement and restructure.(Formerly traded as Passion for People)

Sprint Master and Innovation Lead at Design Sprints NZ.A design sprint is a four-day process for solving critical business questions through design, prototyping, and testing ideas with customers.- Uses a blend of strategic inquiry, iterative innovation and design thinking to deliver tangible outcomes in days rather than months.- Facilitates disciplined collaboration, we can help align and focus your team and cut the ongoing cycle of meetings down to a single week.- Delivering customer feedback on a prototype in just four days, our design sprints allow you to obtain customer reactions to your product or service prototype before committing to implementation.

NZ Facilitators (NZF) provides clients with experienced facilitators across New Zealand and Australia, selecting the ideal facilitator to fit the business. NZF delivers both existing programmes and new material developed and tailored to meet the specific training need.In my work for NZF, I have:- delivered existing programmes for NZ Police and Fletcher Building.- developed and delivered design thinking modules and workshops for Sanford Seafoods and Turners & Growers.- facilitated change and leadership workshops for The Icehouse and Auckland Council."Our people have really grown from the experience, feedback has been nothing but positive from them all. ... There were definitely lightbulb moments for all our participants ... you could see the change from doing to leading in their thinking and actions."Development Manager, NZ Police - Acting Sergeants Programme.

IMNZ has been at the forefront of developing management and leadership capability in New Zealand for over 70 years and Skills a 26-year legacy of industry owned and led vocational development.In my work for IMNZ / Skills, I:- deliver leadership training for emerging and senior leadership cohorts.- provide coaching for internal and external participants.- design and deliver design thinking and design sprint products."We absolutely loved Jon’s facilitation style...his expertise, approach and enthusiasm were just what we had hoped for. We really appreciated your help to keep us in communication and on-track." - Training Manager, Health sector client.

Led career transition, relocation support and redeployment/redundancy coaching activities for the Customer Services Review Programme.

Led the operation and service delivery of the council’s CBD and West Auckland call centres. Stakeholder/SME on post-transition telephony &workforce management procurement. Latterly, the Career Transition Lead supporting/coaching Customer Service staff through transition, relocation, redeployment or redundancy as part of the Customer Services Review.• Consistent high performance in leadership and engagement - outperformed the ANZ Top Quartile in terms of Manager Effectiveness in Aon Staff Engagement Survey 2016; • Delivered the Executive Leadership’s commitment to a seamless transition by ensuring no service failures in the first 100 days;• Improved data integrity and staff lifecycle management of the ~250 FTE unit by auditing and cleansing HR data from the 8 former district councils.• Project lead for Contact Centre Regional Rebalance, reducing property footprint and facilities costs by redeploying CBD staff to regional centres;

Providing business partner advice, group facilitation and change leadership across a range of business improvement activities. Projects include Enterprise Bookings, Licensing & Compliance Services, Local Board Work Programmes and Pools & Leisure use cases.• As Change Lead for Enterprise Bookings Phase 2, developed and delivered future state process, functional specifications and business preparedness artefacts for new enterprise bookings system by leading and facilitating Lean/Service Design sprint workshops; • As Design Lead for Local Board Work Programmes, developed and delivered proposal for future state process and business requirements for Local Board Services and three key business partners by leading and facilitating 12 week design sprint.

Leading the operation, service delivery and performance of the council’s 5 call centre unit across the region. Business owner for post-transition telephony, workforce management and staff induction projects.• Led the contact centre team of 250 plus in sustaining and performance of unit during a period of management transition, engaging with business partners to foster a culture of continuous improvement across front and back office functions;• Outperformed my division and the organisation in terms of leadership strengths and values in Kenexa Employee Engagement Survey 2013; • Project business owner for the selection & purchase of $4m enterprise contact centre solution for call centres, IS help desk and written communication channels.

First role of its kind in the New Zealand water industry, reporting to the CEO & General Manager of Service Operations. Directing the performance of customer operations and managing the corporate social responsibility strategic initiative with a combined budget of $1.75m.• Assisted 70 families in hardship and recouped $20,000 of ‘unrecoverable’ debt in 6 months by implementing the industry’s first tiered customer hardship scheme;• Researched, developed and implemented the company’s corporate social responsibility vision, policy and strategic initiative in 6 months;• Delivered the company’s foundation corporate social responsibility report and established Consumer Advisory Group for water services in Auckland.

Newly created role responsible for combined operation and performance of the contact centre, network service centre, customer care including key accounts and legal, billing and credit services teams. • Awarded JRA Best Places To Work Survey Award for Most Improved Medium-Large Workplace 2008;• Achieved $30,000 per annum cost saving on fulfilment by partnering with Lynfield College to develop a work experience scheme for special needs students;• Delivered 17 key improvements in 14 months by commissioning external audit and gap analysis of customer service and complaint handling;• Improved customer satisfaction KPI score by 25% between Nov 2006 and Nov 2009;• Improved one call resolution performance by 17% between Nov 2006 and Nov 2009.

Responsible for operation and performance of the customer-facing teams of New Zealand’s largest water and wastewater service provider.• Managed customer service and engagement for first price increase in Metrowater’s history in 2006;• Improved service delivery and reduced costs by insourcing out-of-hours customer fault handling to dedicated in-house 24/7 Network Service Centre;• Restructured customer service operations in 90 days to improve workflows and reduce rework;• Introduced one-to-one coaching and peer support to boost supervisory skills & capability.

Designed for the NZ Department of Corrections, facilitating a programme to assist near to release incarcerated persons with re-entering the workforce and becoming a productive member of the community.

Responsible for operation and performance of the four customer-facing elements of Equant’s largest global customer service centre.• Instituted new hiring criteria, improved team management practices & coaching programmes, and established recognition & incentive programmes to improve team performance and service levels.• Improved % calls answered in 15 sec from 45.6% to 94.2%.• Improved % calls answered in 30 sec from 60.3% to 95.3%• Reduced call abandon rate from 19.2% to 4.0%.

Responsible for operation and performance of 24/7 critical case management, root cause analysis and service improvement planning teams in London, Frankfurt & Paris with an annual secondment to Washington D.C. operation.• Promoted to lead the expansion of the GIN operation in London, Frankfurt and Paris.• Introduced new fault management techniques to enhance customer visibility and reduce rework.• Implemented Global One GCSC restructure to drive efficiency gains, stabilise performance and improve metrics prior to merger with Equant.