Andrew Webster

Background

About Andrew Webster

I’m an accomplished, purpose-driven leader with extensive experience in leading large-scale national operations, encompassing over 1800 fte across more than 200 locations. I’m focused on enhancing customer experiences and delivering strong financial performance. I possess expertise in executive leadership, change management, governance, and driving performance, along with a deep ability to cultivate a highly engaged culture. I’m recognised as an excellent communicator and storyteller, able to convey my vision with passion, inspiring staff to perform at their highest potential. My ability to reshape businesses ensures they are prepared for current and future challenges. Some of my most notable achievements include: Transformed the customer service strategy within a high-performing team of 1800, transitioning from a staff-first support model augmented by digital solutions to a digital-first model with staff support. Successfully transformed a national leadership structure (145 fte) achieving 95% leader engagement, reducing expenses, whilst accelerating business growth, demonstrating expertise in strategic execution and business optimisation. Led the turnaround in addressing declining customer satisfaction resulting in a significant NPS increase from 44% to 58% and achieving #1 in market. Successfully navigating economic cycles and structural reorganisations to adapt the business model to market dynamics, optimise opportunities, and address challenges. Transitioning to a customer-centric culture by maintaining a continuous emphasis on coaching and developing personnel, including leadership. Led the response to challenging and unprecedented incidents, such as Covid and Cyclone Gabriel, managing large essential service teams to continue delivering vital services to customers nationwide while ensuring the well-being and safety of staff and clients. Consistently praised for being an inspirational leader who listens, acts on feedback, remains commercially astute, and brings out the best in people. Managing the $3 billion wind-up of New Zealand’s oldest and renowned investment scheme, Bonus Bonds. Forging strong, beneficial partnerships with insurance vendors, giving our customers access to some of New Zealand’s best insurance products, service and advice.