Morgan Nehoff-Muir

• Handle payroll duties for all staff on Xero. Ensure timely payment of bills and invoices by managing accounts payable and receivable functions.
• Work with Chartered accountant and Auditor to meet tax obligations and positive Audit outcomes.
• Assisted in the development of long-term strategic plans, aligning operational goals with overarching company objectives.
• Ensured strict compliance with industry regulations, maintaining up-to-date knowledge of relevant guidelines and best practices.
• Monitored budgetary allocations closely, identifying opportunities for cost reduction while adhering to financial targets set by directors. Reduce costs where required.
• Oversaw movement to Xero Payroll. Streamlined accounts processes.
• Managed employee relations issues professionally, resolving conflicts efficiently while maintaining confidentiality at all times.

• Overall responsibility for the sales and service performance of the Retail Wealth specialists in Omni Channel Customer Contact Centre. Ensuring high level Customer service was provided to our high end Retail Customers (Lending team)
• Ensure KPI's were met by providing motivational coaching and performance-based incentives. Report on outcomes at managers sales meetings.
• Conducted team meetings to reinforce goals and objectives and set clear expectations about policies and procedures.
• Identified, hired and trained highly-qualified staff by teaching best practices, procedures, and sales strategies.
• Evaluated workforce capacity on multiple channels. Ensuring lead delivery was at its most efficient and targets met. Ensured Service Levels were met.
• worked with pricing team to approve and secure Home Loan/Term Deposit negotiated rated, leading to increased customer retention and new business.
• Resolve customers complaints.

Secondment

Support Retail network to achieve sales targets using early intervention strategies as part of overall retention focus. (Across the country). This included:

• Coached People Leaders and Senior Managers on effective leadership strategies, optimising team performance and overall productivity.
• Role modelled Coaching and training to managers, taking on challenging situations to assist with desired outcomes.
• Developed tailored action plans for channels and teams, addressing their unique challenges and goals. Leading to increased Customer retention and Customer satisfaction.
• Established and maintained quality control standards, evaluating training effectiveness.
• Analysed trends in customer feedback (NPS/CSAT), customer product suits and usage to identify areas for potential improvement.
• Evaluated account information regularly to identify patterns indicative of potential churn risks, proactively addressing any concerns before they escalate.

• I lead a team of Six Team Leaders in the Direct Service Centre, Retail Banking, looking after the Auckland Contact Centres Site (60-90 FTE).
• Held overall responsibility for the sites Customer Service outcomes, Service levels and cost adherence.
• Conducted regular reviews of company policies and procedures for alignment with regulatory requirements and industry best practices.
• Conducted regular performance reviews, identifying areas for improvement and providing constructive feedback to staff members. Monitored and coached direct reports on doing the same with their staff.
• Assisted in recruitment and hiring of new staff. Included CV reviews, phone interviews, one on on interviews and Group Interviews.
• Overall Human Resource responsiblity, working with our internal HR team. This included key relationship management with the Banking Union and Unions Lawyers.
• Facilitated Kaizen events to drive process improvements, leading to reduced lead times and increased customer satisfaction.
• Monitored regulatory compliance with industry standards and legal guidelines. Ensuring new regulations and Laws were trained on and followed risk managent for any breaches.

• Supported Assistant Site Manager and Team Leaders to deliver on service level agreements, leading activities to achieve performance targets.
• role modelled coaching techniques and ran sales focus sessions to overcome barriers to achieving sales and service outcomes.
• Own monitoring NPS and CSAT for customer insights. Develop process and service improvements based on this using Kaizen philosophy.

• Lead a team of 10-12 Customer Solutions Advisors (CSA’s) to provide exceptional customer service and exceed business expectations and KPI’s.
• Train new recruits on customer service and sales techniques.
• Upskill staff to support career development.
• Ensure all compliance to legislation and laws is met, implement action plans where breaches are made.

Secondment

• Provide high level customer service to high needs clients and their managing partners.
• Assist with development of training for newly established contact centre.

• Providing excellent customer service over the telephone to customers ensuring KPI's were met.
• Undertook Team Leader second in charge duties which included preparing training material for new staff and delivering training material, coaching staff to meet sales targets, and escalation resolution.