Talking Heads: Mentors help

Kristen Paterson

General manager, Retail operations Mighty River Power

Employees: 160 (retail area)

What makes your day at work?

I'm responsible for Mighty River Power's retail business, which sells electricity to 270,000 customers through two brands - First Electric and Mercury Energy. There is nothing I enjoy more than working with my team to deliver a new or enhanced product or service to customers, and then getting feedback from them that we've got it right. When that happens, it's a great feeling.

How did you get where you are today?

By being passionate about what I do, working hard and giving my best to everything I do. I have also been privileged to work with many people over the years who have been focused on delivering the best possible results. This combination of passion, focus and teamwork got me where I am today.

What's your management style?

I aim to provide a clear direction and vision, to lead by example and to support people making decisions, and learning from experience.

What is your advice to someone starting out?

Enjoy what you do, believe in yourself and try lots of new and different things. If possible, find yourself a mentor who will support and promote your career.

What was your biggest career break?

There have been two. In both cases I was given opportunities beyond my immediate experience. I was just a few years out of university where I had trained as a psychologist and was appointed manager of a team of 12 professionals and 120 volunteers in community mental health.

It was a huge challenge but very exciting. The work we were doing with people in the business environment eventually produced a great job offer which saw me move into human resources consulting. After a number of years consulting here and overseas, I moved into line management where I was having to apply the advice I'd given.

My second break came when I was appointed channel manager for the large business market for a telecommunications company.

In both situations it was a risk for those giving me the opportunity, but as a result I was able to widen my experience and significantly increase my job responsibilities.

Who was your most important mentor?

I have had a series of mentors. I think what they have all had in common is that they have stood back, let me learn by my mistakes, but have been there to support me and give advice when I have needed it. Some of these people have become firm friends.

What's the biggest challenge for your organisation?

To provide the best possible service to our customers. The challenge is to find ways to add value based on customers' needs in an increasingly competitive environment. We want to get it right for the customer first time, every time, so we are the supplier of choice.

What skill would you like to have?

I'd love to have the time to gain better computer skills. I can get around a keyboard and use basic packages, but I'd like to do more, faster.

How do you relax?

Spending time with the family, either going for a picnic, at the beach or bush walking. I have a four-year-old daughter and thoroughly enjoy spending time with her. I also find taking time out for me helps me relax. This can be reading a good novel, spending time with friends or walking.

* Kristen Paterson spoke with Susan Jennison.