Daisy Johanas

• Responsible to lead two teams, Line 1 controls testing & assurance and Product Information & Communications for CP&S.
• Accountable and responsible for the controls and assurance testing framework for CP&S.
• Use technology to simplify and drive consistency in control testing.
• Responsible to uplift the control environment, CP&S
• Manage the change and governance practise for product information and communication.
• CP&S contact for cross bank deliverables impacting conduct, product information and communication.
• Support, advice, guidance to Product Managers on customer outcomes associated with change, reviews and monitoring.
• Improved team performance by providing comprehensive training and fostering a collaborative work environment.
• Consistent high colleague engagement scores.
• Continuous improvement on process, new methodologies adapted to uplift control environment.
• Optimized resource allocation, and improved efficiency in managing projects.
• Improved and delivered clear and concise reporting for teams and management forums / committees.
• Successful in creating a collaborative culture across the product domains, resulting in good outcomes.

Key tasks & achievements:

• Design and implement Controls Assurance Framework and Program for Customers, Product and Services division, BNZ.
• Implemented and developed operational standards, policies and procedures
• Effectively manage end-to-end, risk & compliance management assurance through independent assurance activities.
• Responsible to lead a team of control assurance managers & information analysts.
• Boosted team member productivity by enhancing performance monitoring and instituting motivational approaches, resulting in high engagement score on staff engagement survey, lift from 85% in April FY21 to 100% in June FY22.
• Assisted in organizing and overseeing assignments to drive operational excellence: achieved 100% on effective and efficient planning, execution of controls tested, year on year.
• Qualitative and Quantitative summary reports provided to Risk and Conduct Forums.

Keys tasks & achievements:

• Responsible for overall design and model Product Quality Assurance program within Customer, Products and Services including ongoing program enhancements to improve efficiency.
• Owning and evolving Product quality assurance (QA) templates and testing library including designing new tests using data and insights.
• Working with Product QA analytics team and Product Owners to develop ongoing dashboards that will help Product Managers proactively identify product issues.
• Successful in delivering FMA QA Commitment for BNZ.
• Demonstrated leadership skills in managing projects from concept to completion.
• Assessed product quality by monitoring quality assurance metrics, reports and dashboards.

Key tasks & achievements:

• Responsible to lead BNZ (1) Service Centre (2) Outbound partners (3) Staff Help Desk in Auckland through effective leadership, support and coaching of staff. (Total staff: 90, direct and indirect reports)
• Responsible to achieve high levels of quality interactions, customer satisfaction and creating wow experience by delivering BNZ Customer Promises.
• Provide support via Staff Help Desk team to colleagues across BNZ.
• Workforce model for service and sales Centre, to ensure customers needs are met by right banker level.
• Educate customers on self serve banking, effectively reducing calls to contact centre.
• Work closely with the workforce planning team to plan, monitor and to maintain optimal business resource capacity including forecasting resource requirements. Initiating actions to improve utilisation.
• Part of the Amazon contact centre platform project team to establish the requirements for the future contact centre hub, digital transformation.
• Effective management of Customer Complaints, ongoing monitoring of Complaints & coaching to staff where required. Proactive engagement with the Customer Complaints team to assess issues and address areas of improvement.
• Improved Average Handling time scores in 2018 by implementing new methodology of coaching.

(Held sales executive, sales management roles between 2002 - 2017)

Head of Internal Sales
September 2015 to September 2017

• To build full-scale customer-centric phone sales team from ground up; duties include establishing structure, recruitment of team leader, sales consultants and developing sales and marketing strategies.
• Implement strategy to be at forefront of New Zealand local marketing in order to provide tailored solutions for businesses across all industries; and by taking pride in fostering long-lasting relationships with customers.

Customer Experience, Channel Support Manager – New Zealand

August 2013 to August 2015

• Lead & implement the Customer Experience project in Aug 2013 for Yellow.
• Design end to end customer journey pre & post sale for digital products & uplift operational excellence.
• Analyse the customer behavior from product sale to churn, identify areas of improvement & recommend business process changes to improve customer experience, process, and product improvement.
• Monthly analysis and reports to all business units & Executive Leaders in the Company.