Leilani Toi
Westgate,AUK
Summary
Senior banking executive with 20+ years’ experience leading regulated customer operations across wealth and funds management. Currently accountable for Customer Operations supporting 700,000+ investors and $9B+ in funds under management.
Proven in operating model maturity, risk governance, productivity uplift and engagement transformation within complex regulatory environments. Recognised for embedding disciplined performance frameworks while integrating Te Ao Māori and inclusive leadership practices to strengthen trust, culture and sustainable performance.
Overview
2026
2026
years of professional experience
Work History
Head of Customer Operations
ANZ
Auckland CBD
03.2023 - Current
Performance & Engagement (FY25 Confirmed) Productivity & Operating Discipline Risk & Compliance Growth Enablement
- Engagement: 82% (above ANZ benchmark of 80%)
- Wellbeing: 80% | Trusting relationships: 88% | Speak Up: 79%
- Operating model maturity, average productivity & efficiency: 92%
- Structured capacity management & active intraday SLA governance
- Quality Assurance: 98.6% | Customer Due Diligence 90%
- Evaluated hybrid compliance status, with 51 out of 58 FTEs in compliance YTD.
- Facilitated Funds business achievement of #1 NPS in KiwiSaver among bank providers
- Supported campaign-driven growth and increased enrolments by ensuring operational stability
KiwiSaver Withdrawal Manager
ANZ
05.2019 - 03.2023
Led national regulated withdrawal operations for KiwiSaver and Investment Funds
- Implemented enterprise Operational Excellence framework
- Delivered Target Operating Model uplift
- Improved throughput, accuracy and governance control
- Fostered compliance integrity to enhance employee engagement
National Customer Experience & Wealth Leadership R
ANZ
Auckland
2012 - 05.2019
- National #1 performance rankings
- Contact Centre ranked #1 service (2018–2020)
- Achieved strongest regional YOY growth through targeted initiatives
- Attained 100% engagement score as Branch Manager, reflecting team satisfaction and morale
- Received CEO nomination in recognition of exceptional performance
- Multiple succession promotions
Education
Rumaki Reo - Te Reo Maori
Te Wananga Takiura O Nga Kura Kaupapa Maori
11.2005
Bachelor Business Studies (Year 1) - Business
Massey University
Palmerston North, NZSkills
- Customer relationship management
- Operational excellence
- Compliance management
- Strict SLA & regulatory oversight
- SLA governance
- Direct ownership of quality, productivity, engagement & risk relationship management
- Campaign management
- 700,000 investors supported
- $9B Funds Under Management serviced
- 58 FTE operational workforce
- Direct ownership of quality, productivity, engagement & risk metrics
Affiliations
Embed Te Ao Māori principles and tikanga informed leadership within operational practice
Champion inclusive leadership as a performance lever
Committee Member – Māori & Pacific Network
Trustee – Sursum Foundation
Proficient in Te Reo Māori (conversational level)
Champion inclusive leadership as a performance lever
Committee Member – Māori & Pacific Network
Trustee – Sursum Foundation
Proficient in Te Reo Māori (conversational level)
Timeline
Head of Customer Operations
ANZ
03.2023 - Current
KiwiSaver Withdrawal Manager
ANZ
05.2019 - 03.2023
National Customer Experience & Wealth Leadership R
ANZ
2012 - 05.2019
Rumaki Reo - Te Reo Maori
Te Wananga Takiura O Nga Kura Kaupapa Maori
Bachelor Business Studies (Year 1) - Business
Massey University