Timothy E. Email & Phone Number

Auckland, Nz

Auckland, New Zealand

The role of Head of Enablement role is responsible for the planning, implementation and actioning of one of our key strategic pillars, focused on improving our business performance to benefit customers and advisers. The Head of Insurance Enablement is responsible for leading a team of skilled professionals that are looking to optimise, improve and simplify across the business unit. Also responsible for the development and leadership of a highly skilled and professional team of payment specialists and accountants.

Auckland, New Zealand

Promoted to acting head of Optimisation role to lead the optimisation agenda across sales and service within Fidelity Life. Key focus areas include improved service performance across all channels, increased retention and improved target operating models.

Auckland, New Zealand

Leading a new function to design and lead the implementation of a service optimisation framework with the aim of improving customer and adviser service outcomes across sales and service channels. Key responsibilities: • Design and initiate appropriate frameworks to support service delivery and optimising of processes• Design and implement workforce models and plans in order to execute optimal customer experience• Lead integration of key strategic initiatives aimed to increase NPS and service performance• Measure, analyse and report on service performance uplift, balancing cost to serve• Develop and deliver coaching, continuous improvement and leadership behaviour capability uplift programs

Auckland, New Zealand

My unique 'product' was our operating model and ways of working. My role was to champion and enable organisational agility so that our people and partners can deliver strategic outcomes faster. In my day to day I am responsible for bringing together the organisational strategy, business & customer context, vision and measures of success so that we can execute our strategy.

Key areas of responsibility: Ensuring the technical teams have the appropriate skills and competencies to coach and develop consultants to deliver great customer experience. Working across key initiatives to develop, implement and facilitate strategically aligned transformational and technical development programmes, ensuring a continuous improvement culture is embeded.Responsible for building internal capability to enable and support, system wide transformation and change management, with the aim of enabling the delivery of excellent service performance.To lead the development and management of the training function; ensuring effective delivery of induction training, and continuous professional development across front line teams.Responsible for the quality monitoring framework across the contact centre Accountable for leading and driving continuous improvement to process and training to meet ongoing legislative obligations including development and management of our complaints framework.

Auckland, New Zealand

To provide leadership to the Process and Communications staff whose direct responsibility is to ensure day to day processes, projects and improvement solutions are delivered effectively and in accordance with our business objectives.Ensure appropriate opportunities are discovered to support continuous improvement of processes, procedures and experiences, delivering maximum value to our members. To oversee the quality team and framework of member contacts in the contact centre through regular monitoring and coaching.

As Retention Manager I was responsible for the effective management and leadership of the retention team in line with the business strategy and objectives, driving member experience and retention. My other key area is as an advocate for retention throughout the society, representing Member Services on projects with retention implications. Key Achievements:Cancellations were well under budget (in conjunction with member growth)Increased output of team through process improvement and performance management Increased quality outcomes of team Introduction of new workflow system to give greater visibility and reporting to assist with strategic retention strategy.

Auckland, New Zealand

I was responsible for relationship and strategic management of all my respective client accounts. Along with managing existing programs, I developed and implemented effective new business initiatives as required. In addition to this I also implemented sales programs to drive the Market Pulse sales effort. As the Account Director I had overall responsibility for full delivery of the client accounts.

Auckland, New Zealand

As group operations manager I was responsible for the delivery of our division programs on time and on budget to our client base in New Zealand, Australia and South Africa. This was achieved by building a skilled and trained operational team utilising my experience in building and maintaining effective operational systems and processes. I had full responsibility for all the activities in the organisation which contribute to the effective production of the divisional programs.

As Call Centre Manager I was primarily responsible for leading the service delivery of all call centre projects. In addition, as Call Centre Manager I provided overall leadership, management and direction for call centre leaders and staff.

• End to end management of CATI, F2F and other fieldwork projects• Main point of contact for all client enquiries• Liaise with relevant internal staff to ensure projects are set up and run correctly• Set up and maintain budget of each project• Responsible for quality and integrity of project• Provide regular client updates & reports

Reporting to the Operations Manager I was primarily responsible for leading the day to day delivery of all of our CATI projects. Key tasks included: Roster management, staff performance management, quality assurance and validation, staff training & feedback.

CATI Interviewing B2B & B2C