Matthew Kinney

Experience

• 

  Westpac New Zealand

  Mar 2006 - now

  In this newly created leadership role, I have a broad remit which encompasses leading Process Improvement and Process Excellence in the Consumer Bank & Wealth Team, alongside leading the ATM & Cash functions for Westpac. While broad in nature, this role centres around improving and transforming customer experience by optimising capacity, building capability and getting value for money. In an environment where banking continues to change rapidly for our customers, we are changing the way we work too and focusing on ensuring our processes and procedures continue to exceed the needs of our customers in a meaningful and sustainable way. I am fortunate to lead a high performing team based in Auckland, Wellington and Christchurch, who are customer focused and thrive on delivery.In order to maximise our ATM and cash networks, we leverage a number of third-party vendors; I am accountable for their performance and ensuring they provide a high standard of service for our customers. Our joint success is through positive partnerships and ensuring that we deliver on our organisational strategy. Couple this with Industry Body and Regulator engagement it makes for an exciting role. Show less After a period of time acting in the Head of Risk & Compliance position I was permanently appointed into the role. The ever-changing banking landscape is allowing me to add value by leveraging my vast knowledge and breadth of experience. In turn I can support the development of a quality risk profile, a strong control environment and manage our risk in a way that delivers great customer outcomes. Paramount to my success is building a high performing team of Risk professionals who are regarded as trusted advisors to the business. This role is a real highlight of my career and an opportunity to add to my skillset and experience in a changing banking environment. Show less In this new Leadership role I have a broad remit which encompasses multiple operational functions including Card Operations, Cash management, ATMs and Service Delivery, along with the Electronic Helpdesk – supporting our Corporate and Business customer online banking platforms. I am fortunate to lead a high performing team based in Auckland and Wellington, who are customer driven and deliver on a variety of key customer processes. In order to fulfill these customer processes we leverage a number of third party vendors, of which I am responsible for managing. Our joint success is through developing win-win relationships and ensuring that we deliver on our organisational strategy. Naturally this role requires critical financial management skills and business acumen to ensure we get value for money. Show less In this specialist role, I jointly lead the setup of the newly formed Process Centre of Excellence – collectively bringing together process improvement capability from across Westpac. Key aspects of this role were the establishment a strategy, productivity agenda, operating model and ongoing operating rhythm. I was accountable for Process Improvement backlog and delivery of numerous initiatives in Operations & Contact Centre. I lead a small team who supported the delivery of initiatives to improve our customer experience coupled with coaching our business partners in the use of the A3 problem solving approach. A very rewarding role, in which I was able to genuinely help improve our customer processes and support our team members in transformation journey. Show less In this role I have a broad remit which encompasses service delivery functions for the NZ Operations team alongside workforce planning, process improvement and leading a high performing team with direct reports in Auckland, Wellington and Christchurch. From a Service Delivery perspective I am responsible for managing a number of third party relationships which support the day to day running of the bank and customer transactions, such as, cheque processing, statement and letter production, the dedicated courier network, along with a number of other important functions that support the bank. The role is a balance between day to day operations, supplier strategy and ensuring that we cost effectively manage our processes.In addition, the role is responsible for process improvement across the NZ Operations team which has a nice blend, focusing on processes both internally and externally through our commercial relationships to manage our cost base and ensure that our processes deliver on the Service Revolution. Show less In this role I was introduced to leadership, by assuming the responsibility of a small high performing team, with direct reports in Auckland and Wellington. In this role I was responsible for third party supplier relationships and ensuring strong commercial relationships that meet the requirements of the business. Couple this with the focus on cost centre management it became apparent that I could add greater value through extending the capability of the team and deliver process improvements across the NZ Operations business. In this role I created a focus on commercial acumen which delivered significant savings through considered process improvement which leveraged our third party expenditure. Show less I was fortunate enough to be selected on secondment to assist with the annual board strategy review process in the Corporate Strategy Team. This opportunity was exciting and challenging in many ways, both in learning new skills but also working working with senior stakeholders including the CEO, GM's and senior business partners across the bank. I gained key skills in developing strategy, finance parameters - both opex and capex management and execution across multiple layers across the organisation. In addition I honed my influence and conflict management skills through effective positioning and ensuring that stakeholders were sufficiently appraised on the desired outcomes to meet aggressive deadlines set out by Westpac Group. This was a great opportunity and I gained numerous skills that I draw upon today. Show less In this role I became a process improvement specialist, gaining numerous skills including Lean, Six Sigma, and SMART methodologies. I completed numerous process reviews across Westpac, focusing on improving customer experience and reducing operating costs. I completed numerous reviews of roles and structural changes to improve process flow and reduce waste. I am most proud of our support during the Christchurch Earthquakes where we were able to adapt and deliver paper free processes that ensured we delivered on customer outcomes and reduced process risk.Whilst in the role I was fortunate to gain external accreditation in six sigma through the Thornley Group and use the skills gained almost daily, both in this role and more recent roles. Show less

  • Senior Manager Customer Care

    Feb 2022 - now

  • Senior Manager Optimisation and Operational Excellence

    Mar 2020 - Feb 2022

  • Head of Risk & Compliance

    Nov 2018 - Mar 2020

  • Head of Risk & Compliance (Acting)

    Jul 2018 - Nov 2018

  • Senior Manager Vendor & Network Management

    Jul 2016 - Jul 2018

  • Senior Manager Process Engineering

    Oct 2015 - Jul 2016

  • Senior Manager Service Delivery & Capability

    Dec 2012 - Oct 2015

  • Service Delivery Manager

    Aug 2011 - Dec 2012

  • Manager Corporate Strategy & Planning

    Mar 2011 - Aug 2011

  • Simplification Manager

    Dec 2008 - Mar 2011

  • Loan Assessment Consultant

    Apr 2008 - Dec 2008

  • Customer Support

    Apr 2007 - Apr 2008

  • Bank Teller

    Mar 2006 - Apr 2007