Nancy Mckoy Email & Phone Number

Australia

Brisbane, Queensland, Australia

Brisbane, Queensland, Australia

- Manage relationships with various customers in the APAC region- Ensure customers derive value from both the software and method- Minimise customer churn and retain customers- Identify opportunities of growth/expansion and manage the formal process withcommercials/delivery and sales- Ensure good account health- Build and maintain Executive and Senior Leader relationships in order to create strong advocacy and case studies / references- Understand the evolving stakeholder landscape and supports continuous improvement solutions

Brisbane, Australia

ActiveOps enables operational excellence in service organisations through leading edge methods, training, cloud based tools and accreditation. My role as an associate is to deliver Active Operations Management to organisations in Australia. Key duties:* Workforce Management* Business Simulation Facilitation* Conducting Health Checks and Post Implementation Reviews * AOM Implementations* Stake Holder Management/Advisor* Project Management* Mentoring/Coaching* Change Management

My role is to drive and support all continuous improvement practices across Nab enterprise using Kazien Business Excellence principles, tools and Operational Excellence methodology . Key AchievementWas the Lead for Operational Excellence to the International Payment Ops & Services performance unit where I was responsible to uplift the operational performance & capabilities.In the 12 week program I was able to;. Uplift operational maturity by .09% which enabled 38% more customers having services delivered within required timeframes. (over the period 400 additional customers were services per week with no additional resourcing). Reduction of 1 FTE in terms of headcount due to efficiencies gained by managing demands verses capacity by introducing business/operational excellence tools.

Leading and responsible for delivery of Operational Excellence Program to operational stakeholder where we look to delivery improved benefits to the overall Capability,Capacity,Capacity & Culture of the performance unit.My recent assignment at International Payments Operations & Service (NAB - Melbourne) delivered a positive across a range of performance metrics including operational maturity and productivity uplift.The key results achieved include:• 47.4% (0.9 point) uplift in OE Maturity across the three business areas, enabling us deliver great customer experience through efficient and engaged teams• 38% more customers delivered service within required timeframes against a volume uplift of 10% (400 additional customer serviced per week without increase in staffing)• Reduction of 1 FTE in terms of required headcount with the team electing not to backfill all positions in their existing complement• Overall Output of the team increasing by 10.3%• Team Leaders are more confident in their roles & understand what they need to do to manage their teams effectively• Team members now take greater accountability in meeting customer demand, and feel more empowered to challenge and uplift their performance• Team members solve problems on their own and are working to closing skills gaps by implementing standards based on best practice.

Brisbane, Australia

Improves workforce effectiveness through management and coordination of performance capability, service, quality. Provide operational support, capability uplift to best match capacity to demand and to assist and challenge the business to meet their targets. Drives change in management culture, which enables business to needs customers.Key Achievements• Created a Sustainability Review program to identify areas that did not comply with the standard operational process. The results of the review enabled us to identify training needs for individual business units that did not meet the targeted industry standard. These reviews were conducted monthly and a report sent to the Divisional unit leaders. The first two months saw a 6.64% improvement to the compliance to SOP which resulted to better operational practices and improvement to efficiencies• Decommissioned Business unit hierarchy (over 1200 user profiles) which enabled more accurate data analysis of productivity movement and better capacity management decisions across the performance unit (600+ FTE)• Managing and auditing the Licensing cost for outsourced workforce management system used by NAB. Ensuring that we are within plan by reconciling Month on Month cost to forecast. Forecasting the yearly invoicing cost of licensing fees for the performance unit.

Cooparoo Qld

To provide support to the State Manager in the delivery of the Units activities with the overall objective to support and control risk within the NAB group. Responsible of a range of Human Resources activities in order to ensure that Manager/Team Leaders are facilitated in the provision of an efficient and high quality service to internal and external customers.Key Achievements • Managing the overtime the business by using effective workforce management practices resulting in a reduction of 20% from 2009 - 2010• Was the lead in a site location for NAB group based at Coorparoo Site to new premises in Cannon Hill involving approx 240 staff members. This was achieved with no impact to customer service or support to colleagues and minimal disruption to employees.

Diploma Of Management Metropolitan South Institute Of Tafe Qld

Diploma Of Business

Certificate Iv In Frontline Management

Certificate Iv In Training And Assessment