Nicola MacKenzie
6 Westview Place, Hamilton
Summary
Offering over eight years extensive leadership experience, I understand multiple specialties, and how they impact each other. Purpose is important to me, I connect my personal passion for helping others with the work I do. People are at the heart of this, so I see my primary role as a leader is to connect peoples' hearts and minds with organisational purpose and strategy, working with them to understand how individual and team contributions can provide better outcomes for customers. Therefore, collaboration between teams is critical. I invest as a leader in providing "informational context" to people, consulting with them, creating space for, and listening to others perspectives, to stimulate different and creative ways to realise customer outcomes in a more effective and efficient way.
Overview
15
15
years of professional experience
Work History
Customer Operations Manager
ACC
05.2023 - Current
- Development of resource prioritisation models and performance management criteria
- Designed and implemented structured and consistent processes and operating rhythms across multiple teams
- Implementation of a real-time feedback system to encourage regular feedback flow from leaders to employees and vice versa
- Established an online learning hub where team members can access learning material, training modules, and quality assurance frameworks
- Building & developing leadership capability.
- Transformed strategy into standard practice with measurable KPIs.
- Performed business analysis and provided guidance on best practices and various approaches.
- Coordinated with other departments to resolve inter-departmental challenges that affected service delivery, promoting seamless collaboration across functions.
- Spearheaded cross-functional projects to enhance overall business operations, resulting in reduced costs and increased productivity.
- Designed and executed processes to meet business initiatives and drive continuous improvement.
- Maintained thorough documentation of policies and procedures to enhance consistency and transparency across teams.
Integrity Response Manager
ACC
07.2022 - 05.2023
- Designed and implemented leading-edge strategy to provide for the effective and efficient response to incidences of fraud, waste, and abuse impacting the ACC Scheme
- Supporting operational delivery of integrity outcomes across the business
- Led the design and management of co-source partners, including the negotiation of contracts, contractual performance, and financial management
- Ensure integrity workflow planning activities drive effective, timely decision making and management of response outcomes.
- Drove operational efficiency through data-driven decision-making processes, leveraging analytics tools for informed strategy development.
- Developed detailed plans based on broad guidance and direction.
Performance and Delivery Manager (Secondment)
ACC
01.2022 - 07.2022
- Produced customized reports and dashboards to assist business decision making
- Development of systems and processes to measure, manage, and report on group performance
- Coached team managers to develop their competency and confidence delivering through others to ensure delivery of performance expectations
- Developed processes and expectations for the real-time visibility of work from receipt to closure, including case classification, work sizing, and the achievement of service milestones
- Championing the rollout of agile work practices
- Lead the development and implementation of a new case management solution, including documentation and training.
Team Manager
ACC
01.2019 - 01.2022
- Building and leading a team of ten Integrity advisors, located throughout New Zealand
- Ensuring the team is cohesive, capable, and motivated to deliver
- Supporting the team through periods of uncertainty encouraging constructive challenge, expression of ideas, and embracing opportunities for change
- Building and maintaining mutually beneficial relationships with key internal and external stakeholders sharing information at the right time to enable informed decision making
- Developed process maps, decision trees, and end-to-end processes for consistent and timely delivery of Integrity outcomes
- Streamlining operational process for faster decision making
- Developed lunch and learn and collab sessions to enable capability building
- Prioritize work in agile teams, maintaining a backlog of future work with clear tactical objectives and customer outcomes
- Collaborating with agile teams to capture and analyze challenges to their workflow, raise quality standards, and alleviate delays in case outcomes.
Branch Manager
BNZ
05.2018 - 12.2018
- Responsible for leadership and management of Hamilton Branch including business performance, team coaching and development, operational and legislative compliance, and administration
- Met deadlines by proactively managing individual and team tasks and streamlining processes
- Gathered and reviewed customer feedback to improve operations
- Uncovered and resolved strategic and tactical issues impacting business operations
- Increased staff retention rate after implementing new training programs
- Setting and communicating performance scorecards
- Responsible for Branch profit and loss statement.
Senior Business Banking Manager/Site Leader
ANZ
11.2016 - 05.2018
- Met with customers to understand their needs and propose customized lending and financial wellbeing solutions
- Provided leadership and direction to grow team portfolio and increase revenue
- Developed and implemented marketing and business plans
- Developed strategic plans for day-to-day financial operations
- Recruited, interviewed, and hired three business bankers and implemented mentoring program to promote positive feedback and engagement
- Developed metrics for lending and quality assurance objectives, supporting key financial and operational results.
Branch Manager
ANZ
06.2016 - 11.2016
- Engaged employees in business processes with positive motivational techniques
- Assessed employee performance and developed improvement plans
- Created strategies to develop and expand branch customer base, resulting in improved financial performance across Waikato region
- Maintained confidentiality of bank records and client information to prevent mishandling of data and potential breaches
- Identified and referred quality opportunities across the business
- Responsible for proactive management and uncovering of conduct risk, including taking appropriate action where necessary.
Senior Business Banking Manager
ANZ
01.2009 - 05.2016
- Proactively secure and manage referral base for new business
- Structure and finalize secured and unsecured loans
- Validated existing account management and reporting systems to assess quality and conformance, identify problems, and implement corrective actions
- Provide personalized service to business clients, including financial account analysis and preparation of credit applications
- Profitably grow portfolio of customers while adhering to risk policy
- Coach, lead, and performance manage Assistant Managers to develop their sales capabilities
- Developed and implemented marketing and business plans.
Education
Emotional Culture Deck Practitioner -
Elephants & Riders
Wellington - Online06.2023
Graduate Diploma - Human Resource Management
Waikato University
Hamilton, New Zealand04.2001
Bachelor of Business Studies - Management & Marketing
Waikato Polytechnic
Hamilton, New Zealand04.1999
Skills
- Leadership - build, coach, mentor and support high performing teams
- Influencing and Stakeholder Management - strong track record of successful negotiation with external providers and internal stakeholders delivering benefits for both parties and fostering trusted partnerships
- Strategic planning - developing a compelling long term vision, broken into short and mid-term strategies with measurable objectives and outcomes
- Financial management and governance
- Change Leadership - leading and imbedding functional change programmes incorporating cultural, behavioural and performance characteristics required to deliver desired outcomes
- Risk & Integrity Management
- Agile practices: JIRA, Kanban, product roadmap development
Timeline
Customer Operations Manager
ACC
05.2023 - Current
Integrity Response Manager
ACC
07.2022 - 05.2023
Performance and Delivery Manager (Secondment)
ACC
01.2022 - 07.2022
Team Manager
ACC
01.2019 - 01.2022
Branch Manager
BNZ
05.2018 - 12.2018
Senior Business Banking Manager/Site Leader
ANZ
11.2016 - 05.2018
Branch Manager
ANZ
06.2016 - 11.2016
Senior Business Banking Manager
ANZ
01.2009 - 05.2016
Emotional Culture Deck Practitioner -
Elephants & Riders
Graduate Diploma - Human Resource Management
Waikato University
Bachelor of Business Studies - Management & Marketing
Waikato Polytechnic
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