Bernice Murray

Experience

• 

  Nielsen

  Mar 2008 - Nov 2015

  In this busy Field Managers role I had an operational budget of over $200k and led more than 60 staff throughout New Zealand. I ensured that I held monthly one-on-one’s with my direct reports and coached and mentored supervisors that were dealing with challenging staff members. With a core focus on quality control I conducted random checks on surveys in addition to working with auditors to ensure the organisation was meeting the ISO standards and global policies that were in place.I was a key member of the Community Development Committee and have organised support and volunteer days for The Hearing House. Show less As Helpdesk Manager I led all HR functions for the team of 30, overseeing recruitment, performance management, training and disciplinary proceedings. I was responsible for the operational requirements for the Pacific Helpdesk ensuring resources were maintained to achieve or exceed quality and compliance standards.With key responsibilities across operations and planning I also contributed to the annual budgets and forecasting processes, working with the senior management team to identify cost control measures while adequately resourcing projects. Key successes in this role include:• Transformed the team into a highly functioning and engaged group, coaching individuals to improve performance and supporting non performing staff to exit the business or department • Instilled robust procedures through the improvement and enhancement of the operational manual, working with two supervisors to set out clear procedures to embed consistency in the team• Significantly improved the quality of training, listening to staff when they identified hands-on training as a must and working with supervisors and the team to ensure this was provided Show less As the Operations Coordinator I recruited and set up discussion panels, ensuring all goals and target levels were achieved. I was responsible for reviewing and updating administrative and operational processes every quarter with a focus on initiatives that would streamline procedures and embed an environment of continuous improvement. I worked across the business collaborating with other teams, providing updates on administrative, operational and budget changes to the CPS Manager and ensuring availability of helpline and recruitment staff. I successfully co-led the first assessment centre for Nielsen, recruiting over 40 staff to grow the New Zealand division and receiving a Silver Award for outstanding performance. Show less

  • Field Manager

    Mar 2014 - Nov 2015

  • Helpdesk Manager

    Nov 2011 - Mar 2014

  • Project Manager

    Jan 2010 - Jan 2012

  • Operations Coordinator

    Mar 2008 - Jan 2010
• 

  Penguin Random House

  Nov 2015 - Jan 2017

  Customer Service Manager

  As the Customer Service Manager for Penguin Random House I oversaw the coordination and smooth operation of customer services, freight, distribution and aftercare, ensuring prompt delivery and outstanding customer service. I was responsible for all HR requirements in addition to leading the team through significant change to boost productivity and engagement. My key achievements in this role include:• Developed the teams first ever KPI’s, working with the members to gain insight into appropriate goals, developing ‘stretch’ KPI’s and increasing performance from achieving 50% of the target to over 75%• Reduced head count by 25% through the implementation of improved processes and procedures that simplified the work and increased efficiency• Instilled an environment where staff actively promoted the sale of product, increasing the size of orders, reminding customers about up and coming promotions and suggesting alternative titles• Resolved a long-standing issue with an external delivery supplier, collaborating with the Freight and Logistics Manager to monitor their performance, providing feedback to the supplier and negotiating a solution with them to successfully remove the issue• Fire Warden for the company Show less

• 

  GN ReSound ANZ

  Dec 2017 - Sept 2018

  Customer Service & Logistics Manager (Business Manager NZ)
• 

  NielsenIQ

  Sept 2018 - now

  • Pacific CPS Helpdesk Senior Manager

    Sept 2018 - now

  • Pacific CPS Helpdesk Manager

    Sept 2018 - now