Emma Noble-Beasley

• Spearheaded and facilitated both customer and employee change initiatives during evolving economic and social environments.
• Made strategic business and planning to improve long-term decisions and improve long-term objectives.
• Directed and aided initiatives to manage varying rate environments.
• Enhanced operational performance by developing effective business strategies, systems, and procedures.
• Developed service and sales strategies to improve retention and revenue.
• Monitored progress by establishing plans, budgets, and measuring results.
• Winner of the Genesys Global Award for Technical System Implementation, 2021.
• Revamped operational frameworks to boost employee satisfaction and client service.
• Spoke at numerous conferences and events in New Zealand, Australia, and the USA.
• Winner of the Global Innovation Award for AI solution implementation, 2024.
• Implemented campaigns and promotions to help with developing good customer outcomes.
• Analyzed financial data such as budget reports, sales records, profit and loss statements. to identify areas for improvement or growth potential.
• Delegated work to staff, setting priorities and goals.
• Implemented new technologies that improved the speed at which tasks could be completed by personnel.
• Completed thorough opening, closing, and shift change functions to maintain operational standards each day.
• Provided leadership, insight and mentoring to newly hired employees to supply knowledge of various company programs.
• Provided guidance regarding strategic decisions impacting long-term plans or objectives of the organization.
• Complied with company policies and government regulations to prevent and detect rule violations and protect organization from fines and lawsuits.
• Created effective business plans to focus strategic decisions on long-term objectives.

• Oversaw two essential contact sites in Hawke's Bay and Wellington.
• Introduced structural and operational changes to enhance customer experience.
• Transitioned from on premise contact and telephony platforms to a modern cloud based solution
• Worked successfully with diverse group of coworkers to accomplish goals and address issues related to our products and services.
• Provided support and guidance to colleagues to maintain a collaborative work environment.
• Exceeded customer satisfaction by finding creative solutions to problems.
• Contributed innovative ideas and solutions to enhance team performance and outcomes.
• Worked with cross-functional teams to achieve goals.
• Demonstrated strong problem-solving skills, resolving issues efficiently and effectively.
• Achieved cost-savings by developing functional solutions to problems.
• Identified needs of customers promptly and efficiently.

• Delivered support services across ACC Contact Centres covering reporting, CX, quality, workforce management and business improvement.
• Increased effectiveness in process management.
• Established and maintained best practices in contact centers.
• Directed the execution of Channel Operations Business Unit Strategy.
• Led the development of future state for Channels while adhering to legislation and regulations.
• Collaborated with various business units to support key stakeholders while maintaining consistency and fairness in customer service delivery.

Achievements:

• Enhanced operations by extending hours.
• Speaker at the FST Government Conference August 2017 on ACC’s move to the TAAS (Government Agency Telecommunications as a service)
• Created comprehensive BCP plans enabling an alternate site to be operational within 24 hours post-2016 Kaikoura Quake.
• Initiated and implemented a new CX framework, replacing outdated quality frameworks.
• Implemented Governance process around Telephony and Workforce Management practice
• Involved in the development of the Channels Work Stream roadmap and program of work.
• Steward (Steering Committee Member) on 'Victim/Witness of Crime' Life Event and 'End of Life' Life Event.
• Member of the Service Innovation Reference Group.
• Governance member of the IT&A Technology Enablement and Business Customer Group work streams.
• Responsible for the Contact Center Improvement Plan, Roadmap, and delivery of work.
• Enhanced customer experience by implementing a feedback tool, framework, and playlist update process.

• Acting role at critical time relating to a core system platform replacement deployment which included customer and employee change.
• Managed time effectively to ensure tasks were completed on schedule and deadlines were met.
• Worked successfully with diverse group of coworkers to accomplish goals and address issues related to our products and services.

• Next Generation Case Management Project
• Accountability to lead the design, testing and development of services to be deployed that will effectively deliver operational consistency, sustainability and scalability that can then be implemented nationwide, leading to greater client experiences and improved client outcomes
• Provide leadership and guidance to the team to ensure initiatives of the project and business are met, with accountability for managing the design team to ensure milestones and deliverables were met and a scalable solution developed
• Accountability for aligning the design solutions in line with their customer value propositions, remove client pain points and improve client outcomes, ensuring the right level of service is available at the right times
• Contribute to the business unit and projects body of knowledge around best practice to support continuous improvement and ensure the right technologies, including digital services are deployed to support both clients and staff
• Provide thought leadership and design contribution to the design of the new operating model for case management
• Produced detailed specifications for developers to implement designs.
• Facilitated brainstorming sessions with cross-functional teams to develop innovative ideas.
• Coordinated production across stages from concept and design development through final testing and optimization.
• Developed models based on physical, logical and data-driven models.
• Researched trends in technology, UX and UI design, and industry best practices.

• On the Client Transformation Programme
• Achievements:
• Prioritised and led phase two of the project with work stream leading to readiness for scaling the project and the pilot up by 100 FTE within 3 months with new technology and increased functionality
• Led the design and delivery of a new customer experience platform (Genesys and Skype for Business) and workforce management capability (Genesys) within three months.
• Implemented a survey tool and framework that focused on the customer experience and led to the ongoing design.
• Established relationships with vendors and contractors, facilitating the development of ways of working and work allocation strategies.

• Operations
• People Leadership, coaching, mentoring and proactive management and development of a team
• Supporting the BNZ Retail Contact Centre and Collections Businesses (500 staff across 24 x 7 environment)
• Coordination and responsibility for incident management, business continuity compliance and risk for Direct
• Relationship management with key internal and external stakeholders
• Enable the business to increase revenue through ongoing process and systems improvement
• Internal Communication and change for Direct Channels
• Responsibility for the planning and Workforce management and analysis and Reporting for the Direct Business
• Achievements:
• Established myself as a passionate leader in Bank of New Zealand who challenges the status quo and offers positive alternatives, working constructively to find the best solution to problems resulting in being acknowledged for Leadership via internal awards of Silver Kiwi (Retail Program) and Chevron (Bank Wide)
• Devised & implemented the operational plan to restore the business to operational post a major earthquake and the evacuation of the Wellington site, including operational responsibility for relocation for multiple business units for a 9-month period post-quake (including moves in and out of buildings)
• Seconded to Act as Head of Direct Channels for two separate periods (6 weeks and 3 months)
• Having responsibility for Direct Channels overall performance, which resulted in positive feedback from the Retail Director and Leadership team and increased sales performance during this period
• Development of a 5-year roadmap for services, technology and change based on solving customer and business problems
• One of 5 BNZ employees (out of 5,500) selected as part of a Group Talent program to complete Elevate Leadership Development Program at NAB over a 6-month period
• Coached and developed teams, with varied roles and functions, to exceed expectations
• Leading and managing staff to strive for excellence in customer service, evidenced through a significant positive movements in customer advocacy scores to achieve consistently over 50 for net promoter scores
• Initiated the entry and wrote the submissions for entry into the World Contact Centre Awards, resulting in BNZ winning a Gold, Silver and Bronze Awards at the Awards in Las Vegas in 2013
• Development of Women’s Community within the Wellington BNZ business to build relationships with a focus on diversity, growth and opportunity with over 100 regular attendees at events
• Built excellent relationships with key internal and external partners including, Vodafone, Telstra, Verint, Salmat and Genesys to ensure maximum benefit for the Contact Centre and Collections Business and Bank
• As well as being actively involved in the Genesys Community user groups to network with others in the NZ industry
• This results in holding responsibility for the vendor relationships for the direct business.
• Analyzed data from multiple sources to identify trends in customer demand, competitor activity and other factors impacting sales performance.
• Analyzed competitive landscape to adjust strategies and maintain competitive advantage.

• Leadership & Management of a team to support BNZ Retail Contact Centres including incident management
• Established protocols for handling escalated issues from customers.
• Conducted performance reviews for support staff and provided feedback on areas of improvement.
• Analyzed customer feedback data to identify trends in customer satisfaction levels.
• Ensured that all customer inquiries were responded to promptly and professionally.
• Drafted monthly status reports outlining progress toward meeting established goals.
• Implemented best practices across all teams within the Support Services Department.

• As well managing an operation and support team
• Support the business to increase revenue through the Banks desired channels
• Responsibility for analysis and reporting, compliance, innovation and technology support, communications, WFM, Business continuity as well as knowledgebase management
• Achievements:
• Established myself as a strong passionate leader unafraid to manage challenging situations, both people and situational, resulting in restructuring to set the team up as a centre of excellence to support Collections and Direct Business units
• Oversight of the Collections business for 9 months resulting in improved NAB in-sourcing results and performance and improved morale for BNZ collections staff with the introduction of individual development program
• Development of a network for change, business development and growth with key internal (NAB group) and external partners and key influencers resulting in sharing of key technology code and work practices to create consistency
• Initiated change to reduce costs by making change to IVR menus, call flows and incident messaging facility
• Sponsor of large technology projects, including implementation of a wfm, customer email platform, survey tool, new IVR platform with payment gateway
• Participant in the NAB Group Collections Council resulting in sharing of best practice, knowledge of compliance to plan and improve performance in a post Global Financial Crisis environment

• Focus on customer experience, innovation, and acquisition of new-to-bank business, including campaigns
• Leadership and management of a large team, including playing an active role in setting the strategic direction.
• Achievements:
• I established myself as a leader with BNZ, earning recognition as the 'Internal Service Manager of the Year' in 2004.
• Set up practices around succession planning and staff development that reduce attrition in the business.
• Implemented a fixed shift roster system that improved productivity, coverage, and work-life balance.
• Created a New Zealand-based after-hours fraud detection team, returning work to NZ from NAB, and by default reducing fraud rates/losses, and identifying NZ card fraud trends for the business.
• Implemented a new telephony and CRM platform.
• Set up initiatives and practices such as Voice of Staff and Voice of Customer, with continuous improvement practices.
• Implemented a successful sales culture by upskilling staff to identify sales opportunities and refer leads to other areas of the business to establish wider banking relationships, resulting in increased revenue for the bank.
• Involved in running a number of initiatives and fundraisers on a large scale to raise funds and support charities.

• Responsibility for the management and development of operational functions for 8 business units in a 24 x 7 complex business environment
• Coaching, mentoring and people leadership
• Responsibility for change and implementation
• Telephony Platform Management, including cost management and administration
• Coordination and responsibility for Incident management and business continuity
• Relationship Management of Key internal and external stakeholders
• Enable the business to increase revenue through process and systems improvement
• Achievements:
• Operational responsibility for the roll out for a new contact centre agent desktop to 26 business units / 750 users to provide cost savings via a single maintenance agreement and consistency across internal businesses
• Led the development of the insights, reporting and analysis that resulted in the removal of the telephone banking fee, resulting in an improvement in customer experience, removal of barriers to self-service and an increase in NPS
• Provided business advice and recommendations and was the key business representative for the launch and development of a new customer rewards programme post the Global Plus product retirement
• Significantly improved the customer experience by introducing a process to update on-hold playlists with New Zealand music resulting in a reduction in complaints on social media and initiated the RFP to support this resulting in both cost savings and an New Zealand based provider