Sue Henderson Email & Phone Number

Wellington & Wairarapa, New Zealand

Responsible for business process analysis, aligning new processes to project deliverables, creating training plans and documentation linked to customer behavior outcomes, developing communication plans, completing new branch setup including technology testing, facilitating the team training around new technology, systems and processes and providing branch support from go live date for a period of weeks.

Levin

Responsible for risk management, sales and leadership coaching/training, effective performance analysis and budget management of approx. $1million.Responsible for business process analysis, aligning new processes to project deliverables, creating training plans and documentation linked to customer behavior outcomes, developing communication plans, completing new branch setup including technology testing, facilitating the team training around new technology, systems and processes and… Show more Responsible for risk management, sales and leadership coaching/training, effective performance analysis and budget management of approx. $1million.Responsible for business process analysis, aligning new processes to project deliverables, creating training plans and documentation linked to customer behavior outcomes, developing communication plans, completing new branch setup including technology testing, facilitating the team training around new technology, systems and processes and providing branch support from go live date for a period of weeks.• Change Management: Successfully transformed 10 branches (currently working on number 11) compromising of over 120 team members who interact with over 10,000 customers per week• Project Management: Designed and built an On Call Management system (Excel database) which was successfully implemented within approx. 180 branches across the country. The implementation of this system made the management of On Call Casuals more streamlined and cost effective to the business.• Business Analysis: Analysed current Coaching recording process, created a concept design and built a new recording system (Excel database). This provided at standardized recording platform for the business which was accessible at all management levels.• Customer/Stakeholder Management: Coached team members to qualify them as “Masters” within 4 weeks (normally an 10-12 week program) in providing exceptional customer service.All stakeholders were kept up to date with open communication channels and ideas freely exchanged to ensure a successful project outcome.• Information Technology: Designed KPI tracking system which has been implemented across the country. This has given team members the ability to track their own KPI’s therefore increasing motivation to succeed.• Process Management: To maximize branch results a new process was designed and implemented which has resulted in increased sales. Show less

Paraparaumu

Responsible for risk management, sales and leadership coaching/training, effective performance analysis and budget management of approx. $1million.• Project Management: Designed and built an On Call Management system (Excel database) which was successfully implemented within approx. 180 branches across the country. The implementation of this system made the management of On Call Casuals more streamlined and cost effective to the business.. Training Design & Facilitation:… Show more Responsible for risk management, sales and leadership coaching/training, effective performance analysis and budget management of approx. $1million.• Project Management: Designed and built an On Call Management system (Excel database) which was successfully implemented within approx. 180 branches across the country. The implementation of this system made the management of On Call Casuals more streamlined and cost effective to the business.. Training Design & Facilitation: Successfully designed and delivered operational/IT system training along with providing end user support to approx. 30 people.. Business Analysis: Analysed current Coaching recording process, created a concept design and built a new recording system (Excel database). This provided at standardized recording platform for the business which was accessible at all management levels.• Customer Management: Coached team members to qualify them as “Masters” within 4 weeks (normally an 10-12 week program) in providing exceptional customer service.• Information Technology: Designed KPI tracking system which has been implemented across the country. This has given team members the ability to track their own KPI’s therefore increasing motivation to succeed.• Process Management: To maximize branch results a new process was designed and implemented which has resulted in increased sales. Show less

Wellington & Wairarapa, New Zealand

• I am regularly involved with UAT testing for new systems/processes and spent 2 months completing analysis and testing for a major system upgrade within the business.The new upgrade was successfully integrated into the network with no performance issues.

Wellington & Wairarapa, New Zealand

• Lower North Island Post Centres – 3 month duration• Corporate Branches Wellington Region – Up to 6 weeks per year• Franchise Branches Wellington Region – Up to 6 weeks per year

Wellington & Wairarapa, New Zealand

• Managed Raumati branch remotely for approx. 2 years and worked through closure of the branch with the team.

Auckland, New Zealand

Senior SME in the Implementation Support team to assist Kiwibank with the roll out of 8 new branches (over a 4 month period) on the North Shore in Auckland. Support provided was recognized as playing a major part in the overall success of the new branches.• Training Design & Facilitation: Successfully designed and delivered operational/IT system training along with providing end user support to approx. 100 people.• Project Management: Worked with the implementation team to… Show more Senior SME in the Implementation Support team to assist Kiwibank with the roll out of 8 new branches (over a 4 month period) on the North Shore in Auckland. Support provided was recognized as playing a major part in the overall success of the new branches.• Training Design & Facilitation: Successfully designed and delivered operational/IT system training along with providing end user support to approx. 100 people.• Project Management: Worked with the implementation team to ensure project timelines where adhered to and all milestones where completed on time, therefore ensuring the rollout was successful. • Business Analysis: Constantly completed analysis of the new processes/technology and made adjustments as required to ensure a seamless transition for the customers.• Customer Management: Coached the new teams to ensure that customers received the correct information and level of service. This resulted in the customers providing positive feedback on the changes made within the branches.• Information Technology: Provided training/coaching and support to the teams on the use of the new technology/software within their branches.• Process Management: Trained the branches on Risk and Compliance, therefore ensuring all processes were in place and that they were being completed correctly. Show less

Wellington & Christchurch

Managed Wellington and Christchurch Transaction Processing Centres, which consisted of 40 people, including 6 direct reports spread across Wellington and Christchurch. Responsible for risk management, sales and leadership coaching/training, effective performance analysis and budget management of approx. $3.3million.• Change Management: Implemented a new multi million dollar operating platform across Wellington and Christchurch sites with no change management issues.• Training… Show more Managed Wellington and Christchurch Transaction Processing Centres, which consisted of 40 people, including 6 direct reports spread across Wellington and Christchurch. Responsible for risk management, sales and leadership coaching/training, effective performance analysis and budget management of approx. $3.3million.• Change Management: Implemented a new multi million dollar operating platform across Wellington and Christchurch sites with no change management issues.• Training Design & Facilitation: Successfully designed and delivered IT system training for a new direct credit payment system along with providing end user support to approx. 40 people.• Project Management: Negotiated and project managed the implementation of a new direct credit payment process into the Christchurch site. Costs to the business were reduced and customer satisfaction was increased.• Business Analysis: Through analysis developed strategic plans that reduced costs and increased productivity by 85% over an 18 month period.• Information Technology: Created data analysis tools (excel based) to enable the business to identify processing trends, this enabled the business to streamline processes therefore reducing costs.• Process Management: Managed Christchurch to be the number one processing site in the country. Show less

Wellington

Provided a mix of on demand and consulting services across the Business Unit (approx. 300 employees spread across Auckland, Wellington and Christchurch) with regard to HR products and innovative business solutions.• Training Design & Facilitation: Training courses designed (including digital solutions) to close development areas which were highlighted through Gap analysis.• Project Management: Build and project managed the implementation of: Online tool kit for management, Bonus… Show more Provided a mix of on demand and consulting services across the Business Unit (approx. 300 employees spread across Auckland, Wellington and Christchurch) with regard to HR products and innovative business solutions.• Training Design & Facilitation: Training courses designed (including digital solutions) to close development areas which were highlighted through Gap analysis.• Project Management: Build and project managed the implementation of: Online tool kit for management, Bonus scheme, HR reference online and induction program. The implementation of these gave management the ability to successfully manage their teams.• Business Analysis: Conducted analysis on reward and recognition within the business, created a concept design of new program which was accepted and implemented. • Customer Management: Built data collection systems to enable management to be more aware of HR trends within their business. • Information Technology: Built 2 e learning centres to enable employees the opportunity to maximise their development potential.• Process Management: Change management process support provided to ensure effective delivery of business transformation activities. Show less

Graduate Diploma In Business Studies, Human Resource Management

Organisational Behaviour Managing Human Resources Human Resource Development Strategic Human Resource Management

Education record