University of Waikato

Head of Business Process and PMO at WSP in NZ

WSP in NZ

Head of Business Process and PMO

Opus International Consultants Limited

IT Client Service Manager

Working from within IT, providing a link between IT and the operational areas of the Downer business across NZ. The goal is to make sure IT is an enabler rather than 'the house of No', and supporting the business in achieving their objectives by helping to navigate the governance processes to get projects from concept through to delivery.Also responsible for running the IT PMO at Downer.

Downer

Business Support Manager

Worked on strategic projects that made a difference to how customers interact with the bank, how they're looked after, and how we improve the overall experience. Most notably led the delivery of a project around improvements to how Westpac switches new customers in from other banks, encompassing IT, organisational, and process changes. Resulted in an order of magnitude increase in the number of customers joining using the switching process, with a consequent increase in revenue earned.

Westpac New Zealand Limited

Senior Manager, Strategic Projects

Responsible for Westpac's database marketing efforts:- Manage the CRM Delivery team, focused on making sure that direct marketing is appropriately targeted, and we manage the overall 'conversation' with the customer.- Manage a programme of work aimed at improving the bank's capability in terms of customer management technology

CRM Delivery Manager

Managed a range of teams within the Traffic & Roading division:- Internal business improvement team focused on enhancing the customer servicing proposition for Traffic & Roading.- Spent 3 months each as Acting manager for the capital projects team (building roads) and the traffic safety team (engineering things so people don't get run over).

Auckland City Council

Programme Manager

Planned the rollout of realtime passenger information for the London bus network:- Set the selection strategy and determined which of the 18,000 bus stops in London should be kitted out with the displays based on a combination of passenger numbers and social benefit. Also set the rollout plan to get it all achieved.- Worked with the Finance Director to bring together the 5-year financial plan including upgrading the system to use GPS. Total budget around GBP25m/yr.