Katrina Van De Ven

Call Centre Team Leader - Customer Financial Services

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Tauhei, Waikato, New Zealand

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Timeline
About me
Pounuku Tangata Regional Director People & Culture
Education
- The open polytechnic nz
  2000 - 2010
  Bachelor of Business - Human Resources (2010) NZIM Management Diploma, Diploma in Human Resources (2001)
  This degree includes both theoretical and practical (applied) papers. These range from knowledge of legal responsibilities to interviewing skills, and from recruitment strategies to the effective management of change within an organisation. Graduates from this major are qualified to work in HR departments, employee relations or general administration and management.
- The Open Polytechnic NZ
  2013 - 2016
  Diploma in Organisational Psychology Human Resources and Organisational Development
  This diploma provides a sound understanding of the theories and practices of organisational psychology.
- Hauraki Plains College - Ngatea
  1981 - 1983
Experience
- Optus
  Jan 1991 - Jan 1994
  Call Centre Team Leader - Customer Financial Services
- Westpac New Zealand Limited
  Jan 1994 - Jan 2008
  The purpose of this role was to manage the North Island, Lending and Broker Support site for Westpac NZ. Approximately 100 staff were employed at the site which included 5 Teamleaders. This site was responsible for assessing broker lending applicatons and processing loan drawdowns, settlements and securities for Westpac NZ business and residential customers.Closure of this site in 2008 involved HR planning and management of redundancy, outplacement and migration of remaining workloads to an active site. •Ensuring effective service delivery across the support areas. Devising, negotiating and implementing a business plan for delivering a cost effective service •Developing, coaching and motivating the Support Team using key principles associated with Operations Management and Call Centre methodologies where applicable. •Maintaining effective working relationships with key users and providers and proactively identifying opportunities for the Support team to offer enhanced value add to the frontline teams that use the Support teams combined services •Supporting continuous improvement through staff involvement in project and quality initiatives •Maintaining quality assurance/audit standards through compliance with agreed processes and policies Show less A key component of this role was to successfully manage change required for business as usual and strategic initiatives.This required being a central liaison point with key providers to syndicate agreement and signoff for process changes.Manage various projects designed to deliver service quality and operatonal effectiveness strategy.Assist operations managers implement strategies to embed a behavioural culture that reflects the vision and values of a customer orientated service provider. Show less
  - Lending and Broker Operations Manager
    Jan 2001 - Jan 2008
  - Change Project Manager
    Jan 1998 - Jan 2003
  - Team Leader - Collections
    Jan 1996 - Jan 1998
  - Collections Officer
    Jan 1994 - Jan 1996
- Westpac New Zealand Limited
  Feb 2009 - Mar 2013
  The purpose of this role was to develop and manage the integrity, communicate and apply process definition and knowledge management across Westpac NZ. This involved establishment of process management capability to governance and to value-add definitional assets as disciplines matured. Champion process knowledge management capability and methodologies at key forums. This was a project role where I was responsible in creating a learning framework that aligned to the organisations competency pay model. I was responsible for creating the learning framework for Westpac NZ Operations. Change impact across approximately 450 employees. Implemenetd a Learning Management System across Westpac NZ Operations employees.Designed and implemented a Skill Matrix framework.
  - Process Knowledge Manager
    Aug 2010 - Mar 2013
  - Learning & Development Project Manager
    Feb 2009 - Jul 2010
- Wintec
  Jul 2013 - Feb 2016
  People & Culture Business Partner
  Role purpose: As an Human resource professional to be a pivotal business partner, supporting and coaching mangers within a complex, values driven organisation. To manage and deliver a variety of projects and initiatives within an environment of innovation and continuous improvement. To develop and implement human resource policies, procedures and practices in alignment with the strategic direction of the organisation.Key Accountabilities: Culture and Behaviour change, Organisational Development, Change Management, HR processes and systems and OSH. Show less
- Wintec - Waikato Institute of Technology
  Apr 2019 - Mar 2023
  https://youtu.be/vFu3OQWVmEI https://www.wintec.ac.nz/about-wintec/news/article/2019/09/08/wintec-awards-outstanding-adult-learners
  - Executive Director People & Culture
    Apr 2016 - Mar 2023
  - Executive Dean (fixed term)
    Apr 2019 - Jan 2021
- Te Pūkenga
  Jun 2022 - now
  Partner with leaders to provide strategic people, culture and well-being leadership. Lead the regional people and culture team holding strategic leadership and overall delivery on national people and culture portfolios and communities of practice.
  - Pounuku Tangata Regional Director People & Culture
    Mar 2023 - now
  - Executive Director People & Culture - Wintec
    Jun 2022 - Mar 2023
Licenses & Certifications
- Certified Emotional Intelligence practioner
  RocheMartin.com
  Jan 2016
- BPM Methods and Styles
  Certified BPM Professional
  Aug 2011
- Chartered member Human Resources Institute of NZ (CHRINZ)
  HRNZ - Human Resources Institute of New Zealand
  Jun 2015
- Institute of Directors NZ member
  The Institute of Directors
- Conversational Intelligence for Coaches Enhanced Skills Practitioner
  World Business & Executive Coach Summit (WBECS)
  Jan 2019
- Strategic Pay Job Evaluation Methodology - 10 factor
  Strategic Pay Limited
  Dec 2013
Honors & Awards
- Awarded to Katrina Van De Ven
  Rainbow Tick certified Rainbow Tick Mar 2023 National Rainbow Tick certified Wintec on there program of work acknowledging a diverse and inclusive workplace for the rainbow communityhttps://www.wintec.ac.nz/about-wintec/news/article/2023/03/28/wintec-awarded-rainbow-tick-for-commitment-to-diversity-and-inclusion
- Awarded to Katrina Van De Ven
  Headfit award finalists 2021 Headfit awards Sep 2021 Woo Wellbeing | Public Sector Workplace of the Year AwardRecognising a public sector workplace that has demonstrated leadership, innovation and impact in improving mental health within its workplace:https://www.wintec.ac.nz/about-wintec/news/article/2022/04/01/wintec-finalist-in-headfit-workplace-mental-health-awards
- Awarded to Katrina Van De Ven
  WorkWell - Gold accreditation 2021 WorkWell May 2021 This accreditation acknowledges our organisations culture and practices relating to safety and well-being. Silver (2019) and bronze accreditation (2018)https://www.wintec.ac.nz/about-wintec/news/article/2021/07/01/wintec-earns-gold-standard-accreditation-for-workplace-wellbeing
- Awarded to Katrina Van De Ven
  HRD Innovative team 2020 Human Resource Director May 2020 Wintec has been named one of 10 visionary organisations setting the gold standard for Human Resources (HR) in New Zealand.This week, HRD (Human Resources Director) announced the top ten Innovative HR Teams, successfully navigating the challenges of the digital era in New Zealand.Wintec Executive Director People and Culture, Katrina Van de Ven says she is very proud to lead one of New Zealand’s top HR teams.“Staff wellbeing, morale, engagement and retention is very… Show more Wintec has been named one of 10 visionary organisations setting the gold standard for Human Resources (HR) in New Zealand.This week, HRD (Human Resources Director) announced the top ten Innovative HR Teams, successfully navigating the challenges of the digital era in New Zealand.Wintec Executive Director People and Culture, Katrina Van de Ven says she is very proud to lead one of New Zealand’s top HR teams.“Staff wellbeing, morale, engagement and retention is very important to us at Wintec. We conducted an employee experience pulse survey, and 96 percent of respondents rated our flexible work practices as good or excellent and better still, 87 percent of our staff took part.”Wintec was acknowledged by HRD for its engagement with staff and employers through the Wintec Industry Sharing Experience (WISE) programme, which enables staff and students to form valuable partnerships with employers through industry secondments and teaching partnerships.For staff, WISE has enabled them to engage with external organisations and this has seen 45 percent of Wintec academic staff being industry active. For students, industry secondments give invaluable real-world experience to complement their study.WISE was launched alongside Wintec’s formal flexible working and career break processes.Through the annual awards, HRD showcases the best HR teams in New Zealand for its annual Innovative HR Teams report.This year’s HRD Innovative HR Teams list, puts the spotlight on innovative workplaces who have successfully brought together creative inspirations and practical application to improve how they do work.https://www.wintec.ac.nz/about-wintec/news/article/2020/04/30/wintec-wins-innovative-hr-teams-award Show less
- Awarded to Katrina Van De Ven
  Gender Tick accreditation 2020 YWCA Mar 2020 Wintec is the first education provider in New Zealand to receive the GenderTick, showing a commitment to gender equality in the workplace.To receive the GenderTick, Wintec had to demonstrate gender equity across five key indicators: a gender inclusive culture, flexibility and leave, women in leadership, gender pay equality and ensuring a safe workplace.“Wintec impressed us with the work they’ve been doing around trying to eliminate bullying as well as their commitment to… Show more Wintec is the first education provider in New Zealand to receive the GenderTick, showing a commitment to gender equality in the workplace.To receive the GenderTick, Wintec had to demonstrate gender equity across five key indicators: a gender inclusive culture, flexibility and leave, women in leadership, gender pay equality and ensuring a safe workplace.“Wintec impressed us with the work they’ve been doing around trying to eliminate bullying as well as their commitment to authentic gender equality in their workplace. As a place of learning for many young people, Wintec has a responsibility to model healthy workplace practises, which they are doing in regard to gender," said GenderTick Co-Directors, Zoe Brownlie and Kaisa Wilson.https://www.wintec.ac.nz/about-wintec/news/article/2023/03/14/wintec-makes-significant-progress-in-reducing-gender-and-ethnicity-pay-gapshttps://www.wintec.ac.nz/about-wintec/news/article/2020/03/02/a-tick-for-gender-equality-at-wintec Show less
- Awarded to Katrina Van De Ven
  YWCA - Gender pay Innovation award 2019 YWCA Nov 2019 This award recognised our organisations innovative approach to improving gender pay gaps.https://community.scoop.co.nz/2022/05/wintec-committed-to-transparency-around-pay-equity/https://www.wintec.ac.nz/about-wintec/news/article/2019/11/13/equal-pay-awards-name-wintec-a-winning-workplace-for-womenhttps://www.wintec.ac.nz/about-wintec/news/article/2018/11/14/wintec-awarded-for-being-an-equal-pay-employer
- Awarded to Katrina Van De Ven
  2019 HRINZ Manager of the Year award Human Resource NZ Feb 2019 This award is issued by HRINZ at there annual awards. The award acknowledges individuals who exhibit excellence in leading an HR team and championing HR within their organisation.https://www.wintec.ac.nz/about-wintec/news/article/2019/03/08/what-drives-nz-s-hr-manager-of-the-year
- Awarded to Katrina Van De Ven
  Westpac NZ - Simply the Best 2007 Westpac NZ Limited Nov 2007 This was an'Outstanding Achiever' award. I was one of eight, Westpac NZ employees who won this award. I was sent to Australia to the Hayman Island resort for 4 days of rest and relaxation.
Volunteer Experience
- HRINZ Mentor
  Issued by HRNZ - Human Resources New Zealand on Nov 2018
  Associated with Katrina Van De Ven
- Assessor HRNZ Chartered Membership
  Issued by HRNZ on Jun 2021
  Associated with Katrina Van De Ven