Director, Correda Ltd (September 2003 to present)
Online performance support tools, resources and communication.
Description:
To provide user-friendly, accessible, real time information that enhances performance.
Director Ness Consulting (April 1997 to present)
Performance through people
Description:
To lead and/or advise on cost effective people and business performance improvement and human development strategies
National Manager Telecom Individual & Group Performance (1996 to 1997)
Reports to: General Manager Human Resources Telecom
Budget: $1.8m
Staff: Maximum 27
Key Achievements:
Restructure and Refocus of Individual and Group Performance Improvement strategies in Telecom NZ 1996
Development of Telecom NZ Performance Improvement approach including policy and support tools
National Manager Telecom Training (1994-1996)
Reports to: Manager Human Resources Development
Budget: $3.5m
Staff: Maximum 75
Key Achievements:
Restructure of Telecom NZ training function to support governance principles and management accountability
Development and implementation of Telecom NZ Training and Performance Improvement Policy Framework
Promotion of cost effective performance improvement and performance support tools and techniques. SAP implementation saving ($15,000 vs. $1.5m)
Design and development of Telecom NZ new product/service/IT/network support process
Development of Telecom Cook Islands Customer Service Framework and Performance Standards 1996
Development of Fiji Post and Telecom (FPTL) Customer Service and Sales Framework and restructure of Training Division 1996
National Manager Customer Service Training Telecom (1993-1994)
Reports to: Manager Human Resources Development
Budget: $3.0m
Staff: Maximum 35
Key Achievements:
Leadership of the design, development and delivery of consistent training and development for 1,200 customer service representatives to support Telecom's Customer Service Strategy.
Delivery of training to 1,200 representatives in 5 centres, to three business groups within the project timeframe, within budget and to the required specification.
Manager Performance Development Unit Telecom (1991-1993)
Reports to: Manager Human Resources Development
Budget: $ 750,000
Staff: Maximum 7
Key Achievements:
Targeted performance improvement initiatives for Telecom NZ and its subsidiaries. For example:
- Highly cost effective on job training approach for Telecom Rigging
- Increased Telecom Payphone sales results achieved through improved contact centre performance
- Design of data training programmes to support key strategy
- Design of cost effective job aids/guides to lessen off job training
- Design and delivery of revolutionary sales training approach
Team Leader/ Head of Department, various organisations (1980-86, 88-91)
Description:
To manage teams, create effective learning environments and achieve excellent results.
Artistic Director Michael Hill Jeweler International (1987)
Description:
To design and manage the consistently high visual image, brand strength and retail concept of the stores through visual displays, store promotions, advertising and brand enhancement.
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