Wayne Lancaster Email & Phone Number

A customer focused business leader with a background of project management and expertise in operations leadership, quality assurance, management information and customer experience design and implementation. Drives continuous improvement to deliver corporate goals and targets. Gains the trust of stakeholders through clear and honest communication.Key Skills, Experience and Achievements- Led financial and retail businesses through significant strategic change- Managed multi-site, multi-discipline Contact Centres with P&L responsibility in regulated acquisition and service environments- Owned functional risk in line with Regulatory and Group Board expectations- Integrated customer facing and back office processes and people policies to improve customer experience and people development opportunities- Led teams of Resource Planning Management through inception and business as usual- Implemented annualised hours contracts into Call Centre environment with 15% annual budget saving and service level- Experienced project manager with deliveries of complex strategic programmes and tactical projects

Listed skills include Customer Experience, Stakeholder Management, Project Management, Leadership, and 21 others.

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  Head Of Clinical Operations

  Legal & General

  Apr 2022 - Present

  Leading a team of professionals to help members and clients