Adam Moore Email and Phone Number

To oversee operational management of the business and implement effective procedures and processes to support business efficiency improve client journeys and overall satisfaction.  Successfully implemented new CRM system to support operational efficiency and productivity. Reviewed business expenditure and re-negotiated contracts saving 40% on the operational running costs of the business.  Introduced new Employee management system to improve colleague engagement, align and track time off requests, performance, 121’s, coaching and integrate payroll using Xero saving the director 4 hours on average per week. Created and implemented recruitment program including company induction training improving employee retention and experience.

Responsible for the successful financial performance, due diligence, oversight of third-party relationships across the Branch Network, 31 locations. Third party services include: Financial Planning, Estate Planning, Funeral Planning, Mortgage Advice, Home Insurance, Conveyancing & Credit Services including the management of 8 stakeholder contracts. Achieved a 15% increase in revenue generation from third-party partnerships by implementing targeted marketing campaigns and strategic initiatives aimed at enhancing customer engagement and cross-selling opportunities. Successfully negotiated and secured cost-saving contracts with third-party service providers, resulting in a 10% reduction in operational expenses while maintaining service quality and customer satisfaction levels.  Oversaw performance, including regular budget planning and oversight, and reported to the executive team and board. Implemented a comprehensive training and development program for Area Managers focused on partnership objectives, resulting in a 20% improvement in performance metrics and customer service ratings across the branch network. Strategically planned and delivered Third-Party strategy across the Society to 31 branches and online customers generating c.£2 million in revenue. Designed society 5-year procurement strategy focused on customer experience, gaining approval from the Board and implementing the societies first tender process in 10 years.

 Optimised performance throughout the area by creating an efficient operating model, resulting in a 40% increase in overall performance across the area. Dedicated coach and mentor supporting 6 Senior Customer Advisors to develop to new Branch Manager roles in the society. Creating and leading the community plan across the society, increasing our community / volunteering days to 2 days across for each employee across the society. Regularly deputised for the Head of Retail Branches, driving customer experience performance resulting in a 10% uplift in satisfaction results for the society.

Manager of Building Society and Estate Agency.