Tom Wilby

Tom Wilby is an experienced leader in service and customer operations with a strong background in technology and support management. Currently serving as the Head of Service & Customer Operations at Smartpay New Zealand, Tom has expanded leadership responsibilities to include Onboarding and Merchant Support Teams, leveraging data-driven insights to bolster business strategy. Previous roles include Head of Customer Operations at The Instillery, where Tom led a team of 90 across multiple locations, and Employee Experience Support Manager at ASB Bank, focusing on end-user technology support for over 5,500 staff. Tom’s earlier experiences include Head of Customer Support at Plexure, Service Desk & Operations Manager at Nasstar PLC, Technical Support Manager at SnapComms, and Application & Desktop Support Analyst at Kudos Solutions. Tom holds a Diploma of Systems Technology from Computer Power Institute.