Key Capabilities

• Specialist in operations and people management, particularly within an organisational change environment.

• Ability to design, develop and customise effective and pragmatic solutions for performance management, leadership, and change management.

• A leading international TMI consultant in applying Emotional Intelligence concepts to organisations, teams and individuals.

• Customer service focus and a specialist in complaints management including: research, process development and training.

Qualifications

• Master Business Administration (MBA) - Victoria University

• Accredited TMI trainer and consultant

• Certified Emotional Intelligence (EQ) assessor and facilitator

• Myers Briggs Type Indicator (MBTI) trainer

Consulting
Building upon her extensive management experience, Leah has led a range of change management projects and has designed, developed and implemented performance and people management systems.

In 2001, she conducted New Zealand’s leading research into complaint management, has consulted and trained staff in major companies on customer service and complaints management.

Professional Highlights
Leah is a specialist in implementation of organisational change processes, customer service, performance measurement and people management. She has in-depth experience in key operational change and project management roles within a range of industry sectors including: banking and finance, government and hospitality.

She joined the ANZ Bank as the Operations Manager for Treasury in June 1996 and moved to UDC Finance late 1997 to head up the Telephone Sales team before moving to manage the Relationship Group. During her time with ANZ Bank, Leah was selected for the ANZ Talent Group in 1998 and attended the Deacon University Leadership programme.

During the seven years she spent with NZES Leah was National Manager Operations and was responsible for the implementation of Government work initiatives nationally. Leah also led a major organisational change project which was responsible for the business process redesign accommodating the move from a mainframe computer system to a PC based technology environment. She first developed her organisational and leadership skills during her five years in the Royal New Zealand Airforce.