Diane Rayner - NOM
Diane Rayner is DataCol's National Operations Manager. She joined DNZ in 2007. Prior to this, Diane managed projects for at least seven major companies in the New Zealand energy sector. She has successfully delivered solutions for change management, customer services billing, credit control, call centre, business management mentoring, and management of business transformation projects. The majority of these projects have arisen through the government's reform of the electricity industry, and have required close attention to regulatory compliance issues.
Diane's contracts have involved process review, analysis and recommendations for business improvement, establishment of key performance indicators and service level agreements for customer services and billing processes, and training needs analysis.
Diane filled the role of Project Manager for four major projects for one of New Zealand's major electricity retailers. These projects involved managing multi-disciplinary teams of seconded staff and contractors, participating in a Steering Committee comprising representatives from all electricity retailers, obtaining ISO accreditation for the company's business processes, and managing the identification, acquisition, and implementation of new software tools through formal RFI and RFP processes.
Subsequent to the successful completion of each, Diane performed the ongoing ISO process quality audits as she is a qualified and experienced ISO Process Quality Auditor.
Diane served as General Manager Customer Services for WEL Energy Ltd, where she was Executive Manager responsible for customer services billing, call centre operation, credit control, and revenue protection.
Diane spent 6 months in the telecommunications industry in a Transition Management role. The objectives were to manage and transform an operational team in the Network Operations Centre. The key goal was to evolve and develop the business process and capability (people and systems) to ensure that service level agreements and associated performance levels were achieved.
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