Nikki Brough

As a BCE Design and Facilitation Manager, I have a passion for building capability through contributing to frameworks, facilitating workshops, creating tools, and contributing to embedding strategies across our Business Banking division.

This ranges from business development, relationship management, coaching and other soft skill training coaching programmes. I also play a key role in embedding an environment of continuous improvement through effective and ongoing education that results… Show more

As a BCE Design and Facilitation Manager, I have a passion for building capability through contributing to frameworks, facilitating workshops, creating tools, and contributing to embedding strategies across our Business Banking division.

This ranges from business development, relationship management, coaching and other soft skill training coaching programmes. I also play a key role in embedding an environment of continuous improvement through effective and ongoing education that results in positive changes and engagement. Show less

Head of Department role, leading all client-facing teams to put client services at the heart of what they do including Inbound Contact Centre, Outbound Contact Centre, Email and Live Chat teams, Significant Financial Hardship teams and office coordinator/reception role

Achievements:
• CRM Industry Finalist, Financial Services, 2017
• CRM Silver Award Winner, Live Chat, 2017
• CRM Silver Award Winner, Under 50 Seats, 2018
• CRM Diamond Award Winner, Live Chat, 2018
• CRM… Show more

Head of Department role, leading all client-facing teams to put client services at the heart of what they do including Inbound Contact Centre, Outbound Contact Centre, Email and Live Chat teams, Significant Financial Hardship teams and office coordinator/reception role

Achievements:
• CRM Industry Finalist, Financial Services, 2017
• CRM Silver Award Winner, Live Chat, 2017
• CRM Silver Award Winner, Under 50 Seats, 2018
• CRM Diamond Award Winner, Live Chat, 2018
• CRM Industry Award (Financial Sector), 2018
Show less

• Leadership, mentoring and coaching of a team of case managers helping them drive client centricity and results to achieve the best outcomes for injured New Zealanders
• Leading and participating in Branch and Area Wide projects
• Focus on results and continuous improvement of processes and procedures
• Focus on privacy
• Storytelling of strategy to inspire and engage team members on the “why” and how they fit into the bigger strategic picture

• Senior organisational, learning and development role for AMP-based in Human Resources team
• Research, design, delivery and evaluation of enterprise-wide learning and development programmes (for example corporate induction) including training needs analysis and ongoing embedding of deliverables
• Research, design, delivery and evaluation of customer retention and customer sales programmes
• Support teams to embed corporate strategy into operational deliverables focussing on… Show more

• Senior organisational, learning and development role for AMP-based in Human Resources team
• Research, design, delivery and evaluation of enterprise-wide learning and development programmes (for example corporate induction) including training needs analysis and ongoing embedding of deliverables
• Research, design, delivery and evaluation of customer retention and customer sales programmes
• Support teams to embed corporate strategy into operational deliverables focussing on continuous improvement, aligning to AMP’s focus on human-centred design
• Research, design, delivery and evaluation of bespoke team and department learning and development programmes (for example customer services, sales techniques, retention of customers, technical training, strategy sessions, team building, DiSC profiles)
• Annual employee engagement survey
• Project management across the organisation Agile, Lean Six Sigma and Human Centered Design methodologies
• Leadership coaching and mentoring
• Support leaders with employee performance improvement plans, helping to raise non-performance and enhance quality
• NZQA mapping of training to qualifications, stakeholder management with the business and Skills Organisation and assessment of training to provide unit standards to employees

Achievements:
• CCiNZ National Trainer of the Year 2015: http://www.scoop.co.nz/stories/BU1508/S00863/amp-trainer-takes-out-ccinz-trainer-of-the-year-award.htm
• Rollout of Enterprise wide Net Promoter Score Redesigned training evaluation process to align with corporate strategy and NPS
• Worked across Enterprise on Engagement – saw annual lift from 55% to 67%
• Project managed successful delivery and embedding of Mary Gober (Customer Service Methodology) programme Enterprise wide
• Project managed successful development and delivery of new frontline leadership programme, Galvanise!
• Celebrate! Employee Award Quarter 2 2014 & Quarter 3 2015 Show less

Generalist HR role

Achievements:
• Creation of Employee Onboarding document for the business
• Relationship and engagement built with Team Administrator community to enable successful upskilling of their HR understanding and capability
• Creation of monthly People Dashboard for NZ business
• Co-ordination of logistics for AMP Leadership Summit 2013

Leading and managing the Contact Centre & Administration team for AMP Life Insurance

Achievements:
• Biannual celebrate! Award (second half of 2011)
• Overall celebrate! Award winner 2011 (AMP Employee of the Year)