Matthew Grace Email & Phone Number

Auckland, Nz

Auckland, Auckland, Nz

Auckland, Auckland, Nz

Tauranga, Nz

Auckland, ., Nz

Responsible for the design and delivery of the NZMPs commercial transformation programme. A core part of this role included the accountability for the defining, designing and deploying best in class capabilities across the sales, marketing and the planning value chain.Accomplishments:• Redesigned and implemented Integrated Business Planning.• Contributed to the design of the Digital Front Door, digital roadmap

Auckland, Auckland Cbd, Nz

Managed a focused team, responsible for identifying innovative and incremental improvements to customer service experience and wider business functions. Responsible for change management of enterprise projects, from implementation to BAU, and effective delivery of change in a blend of Agile and Waterfall evironments. Accomplishments:• Designed and delivered the Business Customer Experience programme.

Lehi, Utah, Us

Grafton, Auckland, Nz

In this role I lead a programme of work aligned to the delivery of the organisations 5-year plan. Advocated applying continuous improvement concepts to sustainably lift the performance of the organisation. Coached and mentor leaders in leading organisation change. Accomplishments:• Successfully designed and implemented a global Health & Wellness programme• Designed and implemented an Engineering Effectiveness team • Designed the global Customer Experience Management strategy

Auckland, ., Nz

In this leadership role, I improve business performance through streamlined, efficient, and effective delivery of global processes using the Unity(Business Transformation) programme. I also define organizational business processes by working with respective global process owner and support implementation, deployment, and on-going management of global processes and master data. Additionally, I design, own, and manage process globally within the organization to deliver standard global processes. I also support deployment and embedding of the global process work streams, ensuring global processes protected from alteration or deviation and designs met business needs. Finally, I implement Unity(Business Transformation) programme strategy by collaborating with other subject matter experts.Accomplishments:• Successfully bridged the gap between business process knowledge and standard process design

Auckland, ., Nz

I focused on projects to improve customer experience, delivery performance, and cost of service reductions and developed and implemented a business intelligence solution, providing performance visibility of services across multiple service providers. I also proposed and implemented a Complaints Management System, while assisting in creating and maturing of Risk Management framework. Served as Senior Health & Safety Representative developing and delivering health & safety portfolio. Implemented SLAs framework with business units. In addition, I coached managers, staff, and vendors on standard improvement and visual performance management techniques and presented projects to senior managers and steering committees.Accomplishments:• Lead a programme work stream which raised customer satisfaction from 6.1 to 7.4.• Delivered a governance framework that improved delivery of standard service offerings and resulted in a 70% reduction in backlog.• Initiated and created a service catalogue, requiring mapping the manner in which business services delivered by IS capabilities• Increased the automated delivery of standard services from 2% to 96%, reducing delivery time by half a day and improving overall quality. Realising cost saving of $200,000.• Reduced mean time of PC delivery from 20 days to 6 through facilitation across multiple vendors.• Redesigned password reset process, reducing time from 10 minutes to 5 minutes per call. Realising a cost saving of $160,000.• Delivered a 500% increase in near accident reporting through changing behaviours to reduce injuries.• Warehouse improvement plan delivered, realising a cost saving of $400,000.

Auckland, ., Nz

In this role, I enabled effective vendor performance management by generating high-quality analysis and reports. Additionally, I monitored application of vendor agreements. I also led the team for 18 months and developed and implemented a framework to enable IS strategic implementation management. Implemented and maintained balanced scorecard framework. In addition, I delivered a benchmarking framework, enabling cost and performance comparisons against best-of-breed.Accomplishments:• Successfully developed roadmap for implementing operational excellence and business process improvement into IS.• Negotiated new SLAs, providing expertise on outsource agreements and performance reporting.

Lucerne, Ch

Taught English as a second language to a wide range of age groups, from 4 year olds to adults. Students taught ranged in competence from basic to advanced. This involved analysis of the student’s current skill set and implementation of lesson plans to deliver positive student outcomes.

Medical Laboratory Science is the application of biological and chemical science to the disciplines practised in medical diagnostic and research laboratories. A Scientist provides test results essential for use by clinical medical staff in the detection and confirmation of disease. This role required a high level of skill in the development and application of scientific methods, implementation of quality assurance, and the interpretation of laboratory results. Provided supervision and training of junior colleagues, many of whom had English as a second language.

Graduate Diploma Of Business Administration, Information Systems

Bachelor Of Medical Laboratory Science