Profile: Colin Geard, Ministry of Justice, NZ
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Colin Geard
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What do you do?
I am the Performance Quality Advisor responsible for recruitment in the Auckland Contact Centre of the Ministry of Justice. The Ministry of Justice Contact Centre Collections Unit is the primary agency working with the NZ Police and the Department of Corrections to achieve:-
- The collection and enforcement of fines
- The collection and enforcement of Court ordered Civil Judgement Orders
- The service of Court Documents
My role also includes performance management and establishing and maintaining consistency between callers and collections officers.
Describe a typical workday.
Crazy! But fun! A typical day starts at 7am with emails, making sure all systems are go, taking a cup of team to the Manager – impromptu 1-on-1, making contact with Bhavna Champion, our dedicated Kelly Consultant to discuss recruitment, the market, resolution of any issues ie absenteeism etc. and ensure the team are supported and motivated.
What results are expected in your position?
Firstly to ensure we meet our FTE requirements and secondly ensure performance and quality guidelines are met. I also work closely with the Performance Quality Advisor in Wellington in terms of recruitment and our contact centre quality in-house records system.
How did you get here? What has been your career path?
My first job was with Air New Zealand Catering – and had 15 great years there liasing with management from overseas airlines. It was at Air New Zealand that I was introduced to the world of “Customer Service”. At the grand old age of 32, I was made redundant and took on the role of In-store Food Demonstrator in Auckland – the only male. Needless to say I had a ball!
From there to the Regional Council to join their brand new Rideline organisation – I soon became a team leader before joining Southern Cross where I had 7 years. It was at Southern Cross where I had the fortune to have Shubha Raniga as my Manager. She had amazing foresight, splitting the middle management into specialised roles and as a consequence I moved to a quality role monitoring staff performance. The Ministry of Justice role presented itself and within a very tight timeframe (and in the middle of departing for a long awaited holiday), I was all signed and ready to embark on my current career!
What's your career highlight?
Definitely the people I work with and the interactions we have as a team. Our people are from all walks of life and cultures – we respect each other and it makes for a very exciting environment.
Another event comes to mind – When I was at Southern Cross we often dressed up and enjoyed theme days etc. On my last day (unbeknownst to me), everyone came in costume (except me) – it was amazing – I felt very special.
What's the most unusual thing that's happened to you at work?
At Air NZ I was taped up in a cardboard box and my team mates attempted to ship me off in a cargo hold – luckily they were not successful!
What's the best and worst thing about your job?
Best – My Manager
Worst – not in my vocabulary
How important is it to plan your career? Have you?
It’s not for me – I trust in management who know and understand my strengths and I am a strong believer that opportunities present themselves for a reason!
What did you want to be when you grew up?
I always wanted to be cabin crew
What is your dream job?
I’ve got it.
– I can hear you laugh – but its true!
What is the most important factor in a successful career?
Communication – Communication – Communication.
Honesty, integrity, reliability, openness to learn from others.
Any tips on how to get and stay ahead?
Be prepared – especially for the unknown – and don’t sweat the small stuff!
How do you maintain balance between your work and personal life?
Easy – love work life and love home life – and am able to maintain a perfect balance.
How do you encourage loyalty with your staff and clients?
I believe it is really important to keep everyone in the loop, ask for feedback, discuss ideas, respect each others points of view – and again, Communication.
What are the important qualities required to be a good manager?
Communication, honesty, trust, an open door policy and having a manager you can talk with.
What do you think the biggest issue in your field is - and what should be done about it?
Getting the right staff with the right fit.
If you could invite five people, living or dead to dinner, who would they be?
Bette Midler, Helen Clark, Tom Selleck and both my grandmothers who were very wise and astute - one had eleven children.
Who has been the biggest influence on your career? And who do you admire the most?
My partner is a great sounding board, very nurturing, always encourages me and provides support.
What or who are you incapable of working without?
A supportive Team.
What do you think employees want from their employer? And what does your company do for its staff that you feel is different from what other companies provide?
Recognition. In our case it is also really important that they feel they are working in a safe environment. We go to great lengths to ensure the location of our building is kept confidential and we are offering our staff a protected location to operate from.
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