Tania Hingston Email & Phone Number

Auckland, New Zealand

healthAlliance supports the ICT services for the four Northern Region DHBs. It is a great place to work with good people doing good things to help the wider communities. My main role, initially has been to support Project Managers to deliver Cyber Security projects that ensure the Regional network stays safe and secure. As part of that I have: managed the project financials; coordinated meetings including minute taking; prepared Steering documentation; monitored and maintained risk and issues registers; ensured all deliverables have been endorsed and saved to a document repository as well as preparing concept papers for the projects scheduled for the following year.

Red Moki is an exciting new company working with a variety of clients implementing ServiceNow. The focus is to keep our clients 'upgrade ready' allowing them to leverage the power of new features that become available with each release of ServiceNow. The nature of a start-up is that the business and its employees must be flexible enough to meet customer expectations and demands. One of the things I have most enjoyed about working for Red Moki is utilising my ability to adapt to the rapidly changing environment. This has involved me successfully working in the roles of Scrum Master, Engagement Manager, Project Manager and Service Delivery Manager depending on the client needs.

OSS deliver Web and Application Infrastructure, Management and Automation, Storage, and Backup and Recovery solutions for a variety of clients in New Zealand and Australia. OSS is able to provide managed services solutions, one-off project implementations, or consultants to fill a short or long-term staffing requirements.My role is to liaise between the OSS Sales team, the client Project Manager and, if one was allocated, the Service Delivery Manager. I manage the project budgets to ensure all tasks are completed within the time allocated, and work with the Shared Services team to allocate the best technical engineers to each project while ensuring they have sufficient time available to complete the work. In addition to the above have been responsible for importing timesheet information into the accounting system (Reckon), timesheet checks, providing management reporting and completing client invoicing. I have also provided back up and support for the Managed Services Lead, raising and allocating tickets to staff to ensure incidents are resolved in a timely manner.

Umbrellar offers a full service: including cloud hosting, web hosting and domain name management and can build infrastructure, house the hardware and provide hosting and backups and updates. I joined the Umbrellar team as part of a transformational project. Umbrellar had purchased a number of web hosting brands, each of which was using different software platforms. The purpose of the project was to streamline the brands and the platforms to gain workplace efficiencies and ensure that the customer offering was the most up-to-date. My role was to understand the technical differences between systems and capture development requirements to ensure that a top-class platform can be built. In addition, I reviewed and analysed customer products and proposed brand/product mapping to ensure customers were not disadvantaged by the migration, while also minimising revenue loss for the business.

Auckland

I returned to BNZ in the complaint investigations team to assist with the pilot of a new 'Refer and Resolve' app designed to be used by staff in social situations. The primary objective of this pilot was to test an app in order to gather learnings and gauge the usefulness of investing in further development before rolling it out to a wider audience. The app enabled employees to take greater ownership of the customer experience, and help build customer advocates by providing a seamless customer experience when referring new business or escalating customer complaints.

Reckon is a software development company that provides accounting solutions to small and large businesses throughout New Zealand, Australia and the UK. My role was across two squads working on the ReckonOne product which is designed for the small business market. ReckonOne uses agile methodology to provide constant enhancements to meet customer requirements and requests. My role included; Working with the Product Owner and Squad Leaders to understand future requirements. I then designed solutions that were intuitive for the user, and consistent with the overall product. Once finalised, I then presented the overall solution to the software developers, wrote detailed functionality requirements and worked with the developers to ensure the customer needs could be met. A recent addition to my role included scheduling the delivery of new functionality. This required a clear understanding of product owner priorities, estimating the time it would take to develop, test and deliver functionality, and balancing staff resources with management expectations. In addition I took responsibility for the refreshing the squad SharePoint site to ensure all user stories are captured in a centralised location so that changes to the product can be tracked.

I successfully resumed my role with BNZ for an initial one month contract working as a functional analyst (Investigator) in the complaint investigation and resolution team. The purpose of my contract was to assist in reducing the case load. My focus was large and complex cases requiring in depth analysis of events leading to the complaint and then providing a formal written response to customers or a formal report to the Office of the Banking Ombudsman.

As the Project Implementation Coordinator for Auckland Integrated Fares System (AIFS) – Bus Solution, I was responsible for the coordinated management of all aspects related to rolling out AT HOP across all thirteen Bus Operators. My key responsibilities included; Providing key support to Programme and five Project Managers in facilitating project meetings, the writing of project documents, and creating and maintaining project schedules in relation to individual operator Go-Lives. Facilitating daily standup meetings across the three phases of a Go-Live period, successful coordination of internal and external Project Managers to ensure all deliverables were met and any risks were identified and mitigated. Utilising bespoke administration skills to create a new SharePoint site for the transition of project documents to BAU (business as usual). Successful management of the location of Project staff, and the associated supporting requirements including relevant documentation, during Go-Live.

As an Operations Analyst I was responsible for coordinating key implementation activities including the supply of smart cards and pilot participant engagement for the Auckland Integrated Fares System (AIFS) project. This project was established to deliver an integrated ticking solution for the Auckland region. My key responsibilities included; Forecasting and ordering of contactless travel cards to ensure stock levels are balanced as per basic inventory control practices.  Management of reporting including gathering of patronage figures, analysing public transport usage, identifying trends and provide a monthly update to the Project Committee Group.  Design and record proposed asset allocations for newly purchased integrated ticketing devices. Schedule monthly reviews to maintain the device allocation spreadsheet to ensure an up-to-date knowledge of locations.  Supporting the implementation of the project through carrying out the operational activities associated with the plan including involvement in various test phases.

During my six-month contract as a Business Process Analyst I was responsible for requirements gathering and documenting detailed functional specifications of business processes. My responsibilities included; Utilising time management and organisational skills to work with teams in New Zealand, Australia and India to develop and identify initiatives that improved departmental efficiency and effectiveness in relation to outsourced services. Gathering and preparing monthly reports in order to monitor customer life-cycle performance indicators including new customer figures, outcomes of credit assessments, and collections statistics i.e. Suspensions, Disconnections and Restorations.

As an Analyst within Operational Risk during the Global Financial Crisis I provided monthly reports that were distributed to senior management. This included extracting, analysing, pivoting and graphing data and providing a commentary for reports that were submitted to General Manager Level. Aspects of these reports were also included in higher level reports. My responsibilities included;  Keeping abreast of current financial affairs using internal and external data sources to identify emerging risks to the banking industry. This information was communicated to Risk Partners who used the information to facilitate discussions with their line of business.  Data quality review of Operational Risk events recorded within internal system (ORECS). Monthly update provided to Risk Partners in the form of a one-page report visually comparing various lines of business with additional commentary. In addition I provided training for relevant staff to improve future quality.

As the Analyst for the Complaint Resolution I provided monthly and ad hoc reporting as required. In addition I resolved customer complaints and Banking Ombudsman disputes. My responsibilities included;  Identifying and examining emerging trends through interpreting work-flows and performing trend analysis.  Writing individualised formal letters on behalf of the bank responding to customers concerns and resolving those concerns to the satisfaction of both parties. Liaising with the Office of the Banking Ombudsman and writing formal reports to the Ombudsman to facilitate the resolution of complex cases.

 Provide banking solutions to small end Business clients whose total personal and business lending was less than $150k. Identify customer potential and profitability and then provide appropriate products and services accordingly.  Collate customer credit submissions and assess trends to identify any potential risk and document mitigating factors. Identify adverse trends which might lead to non-accrual loans and write-offs and refer for overview any accounts that may adversely affect the Bank’s assets.

 Optimise cash levels in 180 branches, four Cash Centers and 400 ATMs with a view to reducing the Bank’s overall cash position while meeting customer expectations. Create reports and analyse data to support potential cash reductions at individual branches and discuss the options with Branch Managers.

Various roles including working in Business Banking, High Value Retail Banking, Lending Services, Customer Account Services, International Department, Client Funds Department and as a teller. Positions ranged between temping contracts, permanent part-time and permanent full-time.