Ann Brown

Experience

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  Confederation of Indian Industry

  Mar 1989 - Mar 1990

  Executive Trainee

  Interfaced between the Government and the engineering industry

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  Citibank

  Apr 1990 - Mar 2002

  Customer Service Manager

  Set up and led a new division of the CitiBank Call Centre ( 24X7 environment)Complete ownership of a customer base of 70,000 retail banking customers with 35000 calls per month-( Phone and internet channels were the only available channel for customers)Trained and measured performance of 16 new Customer Service Representatives. Also measured training and quality parameters for the Internet Banking Helpdesk and Merchant ServicesChampioned service excellence across other platforms viz ATM & Internet by engaging with stakeholders across the businessCollected and analysed customer issues ad trends across all service platforms and initiated working groups to improve customer satisfaction- first year results for a survey conducted by an external provider was 90%Controlled attrition by employee motivation and performance monitoring through analysing the quality of customer interactions, providing feedback and coaching the teamProcess mapping and 6 Sigma methodology used to resolve customer concerns by identifying process and product gaps and continuously enhancing customer serviceGenerated cross sales revenue for the business by outbound and inbound telesales of asset productsInvolved in budgeting, identifying hiring gaps, recruitment and training of call centre agents Show less

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  Westpac

  Aug 2002 - Apr 2003

  Customer Service Representative

  Was responsible for a sales project to enhance sales for the contact centreAwarded certificates for 100% "quality" calls

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  Bank of New Zealand

  Apr 2003 - May 2008

  Achieved improving the team of 8 direct reports to a 100% plus performing teamIncreased staff morale and efficiencies by intensive coaching, up skilling and job rotationChampioned fun training modules across South Auckland Counties branches to ensure staff engagement while improving knowledge Have been solely responsible for the functioning of the entire branch while Branch Manager was absent Successfully managed the operational requirements for the branchTrained new branch managers on processes followed in the branchHave successfully had Performance Improvement Plans for 3 employees that has resulted in good win- win results for the employee and the businessConducted sick leave reviews with employee that has aligned employees expectation with the bankAwareness of the Kaizen initiative and way of working Close interface with the Business Partners and GMs while positioning the branch as a place to trial change for the betterProject management & change management Show less Chevron winner- Judged as a top performer across the entire bank ( Top 0.2% of employees )Consistently met and exceeded "quality" parameters- won the "Top Quality Award" in Auckland in 2003Consistently met and exceeded "sales" parameters- won the No 1 position in sales across Auckland Contact Centre in January 2004Continuous process improvement accepted by the reviewing team to improve customer satisfactionKnowledge base champion for the teamConceptualised and shared a fun game to lift team performance that resulted in an increase in 260% sales Show less

  • Team leader , Business Support

    Nov 2007 - May 2008

  • Assistant Branch Manager

    Mar 2006 - Nov 2007

  • Training Consultant

    Sept 2004 - Mar 2006

  • Customer Solutions Advisor

    Apr 2003 - Sept 2004
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  New Zealand Post

  May 2008 - Jul 2010

  HR / LeadershipConsultant for South, East, Central Auckland & Waikato. Led succession planning, performance management, change management, engagement activities across the organisation. Involved in a career pathways project as one among many projects completed Responsible for improving customer experience and sales performance for retail stores across NZ Post Kiwibank stores Project management- Career Pathways Framework for NZ Post Retail ( work in progress)Project management experience at the national level- Sales Performance to Improve the Customer Experience and Career Pathways framework developmentTraining Retail Green Champions for Corporate Responsibility awareness to support sustainability

  • Leadership Consultant

    Jan 2009 - Jul 2010

  • Regional Trainer

    May 2008 - Oct 2009
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  Bank of New Zealand

  Aug 2010 - Oct 2019

  • Senior Operational Risk and Compliance Manager

    Dec 2018 - Oct 2019

  • Risk Manager

    Sept 2014 - Oct 2019

  • Manager of Senior Associates,BNZ Partners

    Aug 2010 - Aug 2014
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  Https://letslookahead.com/

  Jan 2019 - now

  Independent Coach & Facilitator

  I support mid level and senior leaders to think differently and grow their leadership capability. I also enjoy partnering with those who are looking deeply and holistically at their career.https://letslookahead.com/

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  Auckland Council

  Sept 2019 - Oct 2022

  • Senior Risk Advisor

    Jul 2022 - Oct 2022

  • General Manager Risk & Assurance(Acting)

    Apr 2022 - Jul 2022

  • Senior Risk Advisor

    Sept 2019 - Mar 2022
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  Waka Kotahi NZ Transport Agency

  Oct 2022 - now

  Manager Enterprise Risk and Resilience
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  RIMS NZ and PI Chapter

  May 2023 - now

  Board member