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Improvement professional with over 25 years experience, acquired principally in the Financial Service & Utility sectors. (Specialising in Lean and Six Sigma). Leading change within, Operations, Marketing, Customer Support, Financial functions. • Lean / Six Sigma Master Black Belt• Lean / Six Sigma Black Belt (British Quality Foundation)• Extensive experience in End to End customer journey re design and improvements, Implementation of AI and tools such as What's App, Webchat, NLIVR and Assisted Customer Contact• Extensive experience in creation and delivery of the customer strategy, working in Financial, Utilities and Telecoms industry• Extensive experience in leading successful Lean and Six Sigma Transformations, utilising a number of different methodologies, in large financial and Energy institutions , including use of McKinsey Mini T approach.• Responsibility for creation and successful delivery of stretching business cases, in challenging timescales• Proven ability to build strong Executive and Senior Manager stakeholder engagement• Excellent statistical analysis capability and use of Minitab data analysis tool; delivered excellent coaching and training on Minitab and Lean Six Sigma tools. Advanced MS Excel, MS PowerPoint and MS Visio.• Experienced people manager, with a track record of getting the best out of the individuals. Mentoring and coaching Black Belts and Green Belts and delivering LEAN awareness coaching to leadership teams.
First Central
View- Website:
- firstcentralgroup.com
- Employees:
- 1136
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Operational Excellence LeadFirst CentralOssett, Gb
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Head Of Continuous ImprovementCapita Oct 2022 - PresentReturned to my previous role, as Head of Continuous Improvement and Quality, I have accountability for delivery of cross functional data-led initiatives that improve the Customer Experience and Operations. Manage the application of proven methodologies (e.g., Lean 6-Sigma), existing and new technologies and frameworks (QMF) to meet existing contractual commitments. Delivering improvements through leading and developing a team of Black, Green and Yellow Belts, across multiple clients covering over 12K FTE.• End to end delivery of Continuous Improvement Management across of portfolio of 24 clients and over 12K front line operational team members, both on and offshore. • Led improvement intervention activity on Multi clients through the year, identifying opportunities to improve the Customer Solutions process to address commercial challenge delivering C. £2 Million benefit to date. • Led a Yellow Belt project to deliver training across front line operations to improve understanding of LSS and improve on the ground problem solving and structured thinking. • Introduced Rapid Scan approach into Capita, utilised approach to identify and quantify improvement opportunities across multiple accounts. This enabled targeted improvement activity to be launched. -
Associate Director Of Global Analytics ConsultingConcentrix Jan 2022 - Jul 2023GlobalAs Associate Director for Analytic Consulting, I am I have accountability for delivery of cross functional data-led initiatives that improve the Customer Experience and Operations. Leading a global team to deliver the contractual commitments. Taking daily responsibility for KPIs, P & L, relationship with the clients and main internal stakeholders.Key accountabilities:• Maintain and grow revenue of programs: responsibility for profitability including revenue, margins, billing, seat utilisation.• Led improvement intervention activity on Multi clients through the year, identifying opportunities to improve the Customer Solutions process to address commercial challenge. • Ensure program has proficient training, staff development and effective employee relation / recognition programs.• Oversee client relationships; facilitate open communications, understand client perspective & expectations, monitor client satisfaction. -
Head Of Continous Improvement And Quality At CapitaCapita Jun 2019 - Jan 2022As Head of Continuous Improvement and Quality, I have accountability for delivery of cross functional data-led initiatives that improve the Customer Experience and Operations. Manage the application of proven methodologies (e.g., Lean 6-Sigma), existing and new technologies and frameworks (QMF) to meet existing contractual commitments. Delivering improvements through leading and developing a team of Black, Green and Yellow Belts, across multiple clients covering over 12K FTE.Key Deliverables:• End to end delivery of Continuous Improvement Management across of portfolio of 24 clients and over 12K front line operational team members, both on and offshore. • Led improvement intervention activity on Multi clients through the year, identifying opportunities to improve the Customer Solutions process to address commercial challenge delivering C. £2 Million benefit to date. • Led a Yellow Belt project to deliver training across front line operations to improve understanding of LSS and improve on the ground problem solving and structured thinking. • Introduced Rapid Scan approach into Capita, utilised approach to identify and quantify improvement opportunities across multiple accounts. This enabled targeted improvement activity to be launched.
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Senior Customer Experience Strategy And Journey Design ManagerVirginmedia Business Jan 2018 - Jun 2019Sheffield, United KingdomI was accountable for owning development of the Customer Experience Strategy across Virgin media Business. Leading a team to deliver the customer experience strategy and journey blueprints, translating into journey design solutions in order to deliver the NPS ambitions.Key Deliverables: • Translated the Business North Star objective of improving NPS from -10 at the end of 2017 to +25 by end of 2019, into an actionable strategy that was then cascaded across the Business. • Created a customer-centric culture across the business, through embedding CX and CI working practices to the wider business to obtain ownership and adoption of customer focussed methodologies. • Lead a cross functional team across the Faults Customer Journey, as this was identified as the largest opportunity to enable successful deliver of the objective. o NPS score prior to the project was -90.o Influenced leaders to buy in to improving customer experience.o Lead a cross functional team to develop actionable improvement opportunities focusing on the customer.o NPS score improved to -10 NPS by June19, target of 0 NPS score by year end was agreed, a plan was implemented with agreed ownership for delivery.
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Business Process OwnerNpower Apr 2016 - Dec 2017Business process owner for Meter to Cash. I am responsible for the process design, implementation and maintenance of an end-to-end customer journey. With significant financial and customer outcomes. Key accountabilities are; Responsible for scope, specification, process design and maintenance of e2e consolidated view of one of the four main customer journeys. Working with customer triage and journey sponsor to translate customer insight in to the design of the process to enhance the customer experience Lead the strategy and definition of a clear statement of journey scope, purpose, objectives and measures, providing direction to the process lead to implement. Manage the journey budget -
Business Improvement ManagerBritish Gas Business Jan 2014 - Apr 2016As Business Improvement Manager, my role was to operate as a Master Black Belt, working directly with Executives and Senior Managers to build cultural change with business functions. Lead the top priority transformation within British Gas Business – to improve the Customer Journey from ‘point of Sale to payment of the 1st bill’.Key Deliverables to dateIncreased the number of customers coming on supply from 75% to 99% - this has driven a top line benefit of ~£6 million, through improving the end-to-end journey. This was achieved through leading a team utilising Lean methodology to enhance system capability as well as elimination of process waste.• Upskill and train across the business in Lean Methodology.o ~80 people trained at Yellow Belt levelo ~20 people trained at Green Belt levelo Multiple projects, delivered through utilisation of Lean and Six Sigma methodology through the year, with benefits in excess of £3 million being delivered.
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Senior Lean LeaderDirect Line Group Sep 2010 - Jan 2014As a Senior Lean Leader, I am responsible for the creation and delivery of business cases, stakeholder management at executive and senior manager level. Building, shaping and implementing delivery through Leading a team of Black belts and Green Belts.Projects delivered are.Enhancing customer experience across front line operations• Objective is to improve the customer satisfaction ratings across Claims Operations by 40%, the approach being taken utilises a DMAIC methodology, spanning across ~3000 operational people directly engaging with customer as well as external and internal suppliers.The project will move the claims operations from middle of the insurance industry with regards to customer satisfaction to market leading. The transformation is currently underway, and on track to deliver as per
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Lean LeaderRbs Insurance Feb 2007 - Sep 2010
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Continuous Improvement ManagerRbs Insurance Feb 2003 - Feb 2007
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Best Practice ManagerRbs Insurance Sep 2000 - Feb 2003
Andy Ball Skills
Andy Ball Education Details
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Wakefield College
Frequently Asked Questions about Andy Ball
What company does Andy Ball work for?
Andy Ball works for First Central
What is Andy Ball's role at the current company?
Andy Ball's current role is Operational Excellence Lead.
What is Andy Ball's email address?
Andy Ball's email address is an****@****wer.com
What is Andy Ball's direct phone number?
Andy Ball's direct phone number is +4475885*****
What schools did Andy Ball attend?
Andy Ball attended Wakefield College.
What skills is Andy Ball known for?
Andy Ball has skills like Leadership, Six Sigma, Lean Thinking, Business Process Re Engineering, Operational Excellence, Cross Functional Team Leadership, Lean Manufacturing, Value Stream Mapping, Change Management, Program Management, Continuous Improvement, People Development.
Who are Andy Ball's colleagues?
Andy Ball's colleagues are Holly-Anne Rose, Anna Szczygielska, Samantha Mann, Pina Cavallo, Jamie Edwards, Richard Duffin, Andy Murthar.
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