Adam Simons Email & Phone Number

Leading the Business Improvement, Digital, CX and Design & Assurance capabilities. Set direction for the PMO function within Wholesale Fixed ensuring initiatives are managed effectively, tracked & relevant updates are communicated to senior leadership with a clear view on impacts, risks or decisions needed. Provide specialist expertise & consultancy on.

Responsible for leading the Business Improvement & Innovation function which includes;- Management of Business Improvement portfolio, prioritisation & resource- Coaching & mentoring Business Improvement Managers, Project Managers & Business Analysts. - Project & Programme Management.- Delivery of improvement initatives through a range of methodologies.

• Lead & manage improvement projects and change initiatives across multiple business divisions supporting up to 2000 colleagues.
• Typically working with Heads of Department & Director stakeholders.
• Often responsible for creating the financial business case and completing cost vs benefit analysis to determine financial viability.
• Ensure project benefits are defined, aligned to business objectives, validated independently (with necessary teams) and tracking measures defined. Benefits projects have delivered include Revenue, FTE saving, NPS, OCF.
• Develop project plans to monitor progress against milestones and targets using dedicated tools such as Microsoft Project.
• Work with a holistic view of the business & use necessary tools such as Impact Assessments to ensure all risk management protocol is considered and communicated across the relevant parties in the business.

• Provided full order management / provisioning services from receipt of order through to trigger to bill the customer.
• Managed the customer contact throughout the provisioning life cycle, dealing with day to day issues, problems and queries as they arise, ensuring that both customer expectations and provisioning KPI’s were met.
• Ensured first class customer service was provided at all times to both internally and externally.
• Tracked and updated multiple systems accurately and within appropriate time scales.
• Effectively escalated to ensure delivery of orders/requests met the customers’ expectations.
• Worked to achieve continuous targets and deadlines at a personal, team and centre level.