Dalice Rose-Mcseveney Email & Phone Number

Tauranga, Bay Of Plenty, New Zealand

What is a Change Delivery Specialist? I combine coaching techniques with my broad change management skills to help businesses successfully deploy change. Helping businesses & their staff navigate change, embrace modern technology to provide efficiencies, reduce risk & become more digitally enabled.

New Zealand

Providing Change Specialist advice.

New Zealand

Providing following services:- Change Leadership- Workshop facilitation- Regulatory/compliance requirement analysis- Communication strategy framework- Share point site development- Issue resolution/problem solving- Cards Platform Leadership - Coaching/mentoring- Solution architecture design- Vendor/3rd party engagement

Work From Home

Designing effective processes to help contribute to Westpac NZ successfully deliver their digital strategy.

New Zealand

Helping embed Bank standard 11 (BS11) Policy into the way in which Westpac NZ does business. This includes uplifting transforming and improving existing processes, introducing new process & lifting the understanding of what BS11 is all about from a customer perspective. Highlights to date:- Change Manager, Business Analyst, Project Manager, Communications Manager, Test Manager & Training Manager curating & developing a Change Navigation Tool to met BS11 compliance, track all changes, know who is leading them & what delivery stage they are at.- Improving processes using O365 suite, reducing risk & delivering process delivery savings of 50% to 70%. - Designing and implementing a robust process management methodology- Developing processes which meet Reserve Bank standards- Deploying delivery techniques which encourage collaborative work- Mentoring other team members- Developing BS11 training module content- Reviewing existing processes & transforming them to achieve efficiency & risk improvement gains.

New Zealand

Working with people who have the courage to make positive changes in their life. It is my pleasure to support my clients through discovering the abilities they have inside, help them turn their negative internal messages into positive inspirational ones & work on strategies & processes which help them achieve their goals.Services offered:- 1:1 coaching- Team Gratitude discovery sessions- Mentoring

Bay Of Plenty, New Zealand

Working with my amazing husband on our 5 year plan to turn our slice of paradise into a profit earning company. Researching options, analysing their viability, taking risks, bringing a new to NZ product & believing in our ability to make it happen.https://m.facebook.com/theNZgoodlifefarm/

Western Bay Of Plenty, Bay Of Plenty, New Zealand

Bay Of Plenty, New Zealand

Winner of the Customer Experience category in the Westpac Tauranga Business Awards 2020. Lead, motivate, mentor & coach a unit of 33 across 2 locations, comprising programme sales & service, conversion management, programme management, training and development teams. Drive & lead multiple significant process changes. Results to date include: Redevelopment of On-Boarding process and introduction of end to end online enrolment including UX design, reducing enrolment process timeline from 1-4 weeks down to 1-3 days; Successful system replacement projects removing risk & ensuring consistent experience; managing costs to achieve 7% below budget savings; process improvements resulting in 5% uplift of enrolment conversion; building a one team customer centred culture. Responsible for change management framework, partnering with and influencing multiple stakeholders across our rohe and externally to deliver successful meaningful change while still meeting regulatory legislative requirements.

Tauranga, Bay Of Plenty

Responsible for overseeing a team of eighteen Administrators & Advisors, established critical relationships with key stakeholders internally and externally resulting in open inclusive communication ensuring best outcomes. Led team through restructure using human-led concepts resulting in happier staff and ensuring quality of service delivered to customers and key stakeholders was not compromised. Determined future destination road-map and designed team structure, optimising the use of staff while retaining skills and knowledge, enabling the ability for the road-map to be realised.

Jointly responsible for overseeing a team of ten Student Administrators. Significant results: Strategic review Student ID card issuance reducing card reprint costs; implementing self-managing roster resulting in significant resource benefits, greater efficiencies and ability to redistribute FTE to cover other functions; reviewed all processes creating a strategic vision of improvements aligned with the IT project delivery plan; Optimized processes using underutilized Microsoft Office features to reduce handoffs, optimize resources and improve workflow management; lifting staff operational understanding of where and how they contribute to the organisation achieving its strategic plan.

New Zealand

Rental property entity.

Bay Of Plenty, New Zealand

Subcontracted to Trustpower responsible for compiling change management readiness strategy document identifying recommended areas of focus to help ensure successful delivery of a planned transformational project which will impact 70% of staff.

Westpac NZ Ltd representative on Bulk Electronic Clearing System (BECS) and Paper Clearing System (PSC) Management Committees.

Enterprise Payments

Purpose of Role: Oversee all domestic payment services to customers, including ensuring the continuity of service in the event of an incident.Westpac NZ's primary representative on the Payments NZ Bulk Electronic Clearing System and Paper Clearing System Management Committees.Westpac NZ's secondary representative on Consumer Electronic Clearing System Management CommitteeEnsure Westpac NZ's adherence with Payments NZ rules and standards in respect of industry payments interoperability.Manage Westpac NZ’s response to (and championing of) the industry change agenda in respect of payments.Management of the payments prudential relationship with the RBNZ including operational resilience, ensuring adherence with relevant Conditions of Registrations, and responding to proposed new regulatory mandates.

Auckland, New Zealand

- Led a team of four exceptional people working together to ensure the Bank keeps the customer experience front of mind when thinking about delivering change- Business System owner of Westpac NZ end to end Lending System providing Business & Retail sector lending solutions.- Developed change strategy.- Lead contributor to UX design to ensure customer focused solutions delivered.- Delivery of Reserve Bank lending Restriction Policy, including providing business impact advice, reviewing impact on relevant lending processes, identifying changes required both process and system based, managing IT changes, critiquing training material, managing and leading testing to successfully deploy solution under budget all within regulatory imposed timelines.- Delivering ability for paper free Home Lending by way of enabling email functionality within lending System to both Solicitors, Brokers & Customers. [Idea Generator coaching my team through delivering customer centric solution across multiple segments.]- Radically simplified Term Loan rate rollover process, reducing end to end process timeframe from days/weeks to less than 15 minute process. [Idea Generator coaching my team through managing sign off of new process with Legal, Risk and relevant Business Units through to delivering customer centric solution.]- Business Transformation Team representative on Cards Work Request Sub- Committees (was previous Chair until March 14) & Work Request Governance Committee for Westpac NZ- Chairing Lending Work Request Sub-Committee - Provide continual assistance to fellow colleagues in relation to issue resolution, scope & solution modelling for their projects.- Built & maintained value based relationships with key stakeholders within Credit team, Business Banking, Retail Banking and Payments.- Called on to help remove barriers caused by communication/relationship issues

- Change Lead for Business Banking Lending Origination Project. Phase 1 of this project started December 2009 and was implemented August 2011, ultimately enabling straight through processing of business lending applications. Phase 2 is on-going. Through which time I developed new relationships with key Business Banking & Risk Management staff, determining requirements and working with project team to devise solutions. - Managing bi-monthly IT maintenance change for Bank’s lending system, prioritising work, setting in place improved workflow management resulting in removal of backlog. - Provided subject matter expertise on defining scope of the Security Review project.- Maternity leave from July 2010 – June 2011.- Simplification Team representative on Lending, Product & Work Request Governance Committees- Provide continual assistance to fellow colleagues in relation to issue resolution, scope & solution modelling for their projects.- Chairing Work Request Governance Committee for Westpac NZ- Called on to help remove barriers caused by communication/relationship issues

Auckland

Significant achievements:• Scoped Business Requirements for Security Review project including running workshop with relevant parties to understand issues and identify areas requiring change or development.• Westpac NZ representative working with Australian based project team to determine a Product Development Life Cycle methodology for Westpac Group. Was the New Zealand process owner, running change delivery workshops to assist with new process being embedded and was responsible for on-going template management. • Worked on Basel II project, specifically clauses affecting Products, assisted in compiling responses for these clauses and determining impacts to our processes.• Managed media input on transaction issues, including meeting with reporter doing an article regarding clearance timeframes.• Temporarily managed Product Support Team of 6 staff (4 months). Successfully implementing statistics process equally measuring and monitoring staff performance resulting in an increase in calls taken within agreed SLA. Linking statistics to personal and team KPIs via regular team reporting so to improve understanding of their objectives.• Department representative for New Zealand Lending Originations platform project. Assisted with defining the early scope of introducing a fully integrated, partly automated Retail (personal) lending platform. Worked on determining solutions, including screen concept designing. Tested the final solution and assisted with its implementation management. This involved working with an international technology firm, internal & locally external technology teams and a wider project team. During the course of this project my lending process, credit rule and risk management knowledge was developed.

Major responsibilities during this role were as follows:• Business Transactional & Ancillary product process/delivery management, financial performance/planning management & monitoring, project management, developing and distributing product change delivery/training.Significant achievements:• Was Bank representative providing advice and working on nominated New Zealand Banking Association interbank projects. Including introduction, pilot and roll-out of paper-less Direct Debit processing rules.• Effectively managed business relationships with two external chequebook providers, resulting in more efficient processing and reduction of costs.• Managed business as usual IT maintenance budget, including monthly reconciliation and year to date actual versus budget forecasting. This involved having prioritising approval authority for work requests, developing essential working relationships with internal and external IT groups. • Active participation in various sales/segment forums to assimilate customer/shareholder focussed solutions into product process design.• Management of balance sheet/profit &loss performance for Ancillary product range including assisting with forecasting and planning of the Bank Strategy Review for future financial years.• Managed through significant change when department was transferred to Auckland, assisted with training new Managers and ensuring impact of change was minimal.• Products representative on multiple internal committees.• Was solely responsible in delivery of major & minor project initiatives within timeframes and budgets. • Responsible for maintaining manuals and product support materials for initiatives/processes under my management• Undertook/coordinated coaching and training of sales network and team members in product processes/initiatives under my management• Product subject matter expert providing advice to internal and external forums.

New Zealand

Was first chair after Developers went into recievership. Over the course of chairing the committee the major repsonsbilities I led were:- Managing an untenable relationship with the developer, requiring engagement of lawyers, working with lessor (OnTrack) & forming a subsidiary company for the body corporate. I determined the Body Corporate could create a company, successfully proposed solution to all owners which resulted in the subsidiary company becoming the lessee and removing the threat posed by the developer.- Initiated the review & recommended significant changes to the Management Rights Contract

New Zealand

I was seconded as Operations Manager reporting to the Chief Executive, New Zealand’s Banking Association. Some of my responsibilities during the secondment were:• Managed daily Operations of the ISL system to ensure minimised risk and maximise availability to provide the optimum level of service to users• Solved daily operational problems• First point of escalation/decision making for critical faults affecting interchange and settlements system including being available on call 24 hours 5 days a week for contingency requests, problem management, escalation of system failures, after hour office telephone calls and testing coordination liaison as required• Proactively maintain good relationships with technical and business representatives of all nine user banks• Monitored the Service Providers performance against the service level agreements (SLA's) and managed issues when shortfalls occurred• Renegotiated SLA's as required to ensure optimal levels of service is provided in line with the Company's objectives and operational procedures• Managed the incident reporting process, including risk and impact of delays or system failures

New Zealand

I managed the following projects:• Automation of Dishonour processing (industry initiative)• Electronic File Transfer Protocol (which included TCP/IP upgrade)• Transition to ‘Image Capable’ declaration• Unposted Items (UPI) project• Any enhancements to the Mobius Document Storage Archive• Process improvement/reengineering of key activitiesSignificant achievements:• Established excellent working relationships with wider project team community, internal & external IT representatives. • Being involved in making primary back office processes more efficient and accurate. • Effective management of relationships with external providers to ensure services being provided met Bank’s expectations• Bank representative of New Zealand Bankers Association industry wide electronic Dishonour committee• Create and execute electronic dishonour and electronic UPI processing training programmes.

New Zealand

I relieved the incumbent Manager while she was on holiday. Significant achievements:• Managing 52 full-time staff (including 3 Supervisors) and 5 casual staff• Managing day to day business to ensure all service level agreements were met• Resolving complicated errors in order to recoup potential monetary loss (recovered in excess of $20K over this period)• Identifying training requirements, developing material and facilitating training sessions• Recruiting new staff (including 1 Supervisor and trainer)• Facilitating induction course for new staff• Developing action plan for new Team Leader and trainers first month• Managing the purchases of stationery; software; hardware etc.. within the allocated budget

New Zealand

This role required me to identify, document and implement process improvements for the Support Centres (3 across NZ). This role required me to:• Complete process evaluations, identify best fit solutions (efficiency vs cost savings) and Document new processes for sign off• Initiate implementation of new processes and Train staff where required• Trust Bank back office process contact personFrom August 1999 I became the Support Centre specialist representative on the Interbank Image Processing (IBIP)project team. The role required me to:• Participate in project working groups and provided input into key project activities• Identify Archive processes required to be developed for the IPSU centre• Provide support and assistance to other project managers, team members and key providers• Participate in the development of numerous requirements documents• I was assigned numerous tasks, all of which were completed within set time frames• Create a training plan and training material• Train 70 staff from three different business units• Conduct a post process evaluation• Manage process improvement projects affecting the Support Centre

New Zealand

Responsibilities during this period were:• Process Deceased Estates • Complete Audit Confirmation Reports• Load/Delete Automatic Payments/Direct Debits• Reconcile UPI accounts• Reconcile Return Suspense accounts• Reconciling Clearings Accounts (teller errors) • Identify process improvements• Conduct voucher searchesI actively identified process improvements; some resulted in efficiencies and others reduction of errors.

Transformative Coaching Certificate, Coaching, Icf-Approved

Certificate In Breakthrough Life Coaching, Life Coaching, Anzi Certified

Certificate In Abundance Coaching, Life Coaching

Certificate In Management Studies, Certificate In Management Studies

Marketing (B+); Problem Solving (B); Organisational Behaviour (B); Employee Relations (B); Economics, Organisations and Markets (B)