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A results driven manager with experience in strategy & planning, direct channels & operations, as well as commercial functions, at senior level within financial services and digital technology organisations. Proven track record of successfully delivering major projects, change programmes and strategic/ business level plans. An ability to lead, influence and motivate others to deliver significant commercial and customer benefits. A strong team player with excellent interpersonal skills, committed to achieving high standards and stretching goals. • Proven leadership experience in building large high performing cross functional, virtual and permanent teams.• Complete focus on business goals with a track record for flawless execution of major business change programmes.• Experience leading, motivating and inspiring large communities through excellent communication skills.• Strong quantitative and analytical skills in financial management with 19 years of significant value delivery.• Strong knowledge of P&L management, channel and customer management processes in financial services.• Lean Sigma Black Belt with experience delivering stretching revenue and efficiency benefits.
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Head Of ProductParcel2Go.Com Nov 2022 - PresentBolton, Gtr Manchester, Gb- Responsible for the vision, strategic direction and performance of Parcel2Go’s products and service proposition for Sending (personal customers) - Lead and develop product roadmaps for all products in conjunction with the Change team and stakeholders across the Parcel2Go Senior Team.- Prioritise and own the product backlog, working closely with technology teams to ensure requirements are fully understood and quality solutions developed.- Measure the success of Sending roadmap initiatives to determine the most effective means of achieving full year revenue and margin targets.- Keep abreast of latest developments within the Parcel industry to manage the impact of tactical campaigns and market trends on the product performance.- Embed the voice of the customer into the decision-making process to ensure Sending products and services meet the needs of target customer segments. -
Head Of Customer ExperienceParcel2Go.Com Nov 2020 - Nov 2022Bolton, Gtr Manchester, Gb- The voice of the customer, understanding the customer experience including CSAT, NPS and customer issues and feeding back to the business to drive action plans.- Developing and delivering a customer experience improvement programme.- Improving self service capabilities for customers through artificial intelligence and website development.
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Head Of Internal Sales & Support, Commercial FinanceTogether- Loans, Mortgages & Finance Feb 2017 - Nov 2020Cheadle, Cheshire, Gb• Designed and gained Board approval for the Commercial Direct Sales strategy and implemented phased operating plan.• Recruitment of all 31 team positions to deliver objectives, with best in class colleague engagement scores achieved in 2019.• Built from inception a new Telephone and Digital Sales channel for the business delivering £20M pm incremental lending. • Sales targets exceeded by 44% through continued development of team capabilities and delivery of marketing campaigns.• Delivered exceptional customer service, building customer loyalty propositions and achieving a Net Promotor Score of +34.• Created a culture of flexibility with homeworking capabilities delivered to ensure team agility in changing circumstances. -
Head Of Digital Sales, Divestment BankRbs Jan 2014 - Jan 2017Gogarburn, Gb• Leading the definition and delivery of the digital sales strategy for the divestment bank (Project Rainbow) for personal, business and corporate customers• Optimisation of end to end sales journeys, developing, testing and analysing new digital capabilities & improvements to deliver customer experience and commercial performance targets• Management of budgets, processes, agencies and key suppliers to ensure that the bank achieves best in class, cost effective sales• Development of strategic digital partnerships, working closely with marketing and media agencies to deliver onsite traffic through search engine marketing (SEM), optimisation (SEO) and affiliate marketing programmes• Attract and motivate a team of digital media experts who are functional specialists, customer centric and able to operate effectively within the new bank -
Senior Strategy Development ManagerRbs May 2011 - Dec 2013Gogarburn, Gb• Managed the development and approval of the RBSG UK Retail Strategy.• Gained RBSG Group Board sanction for 5 year investment through creation of business cases, engagement of Retail Executive and management of group project approvals process.• Ensured all business plans aligned to strategy, working closely with Retail Transformation to deliver large complex projects. • Continually improved the service offering across all channels, using market/ customer insight to refresh the strategy.• Produced a balanced business scorecard outlining the KPIs for each Strategic programme.
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Head Of Multi Channel SupportRbs Nov 2010 - May 2011Gogarburn, Gb• Led a team of 26 staff through period of organisational change, whilst providing stakeholders with operational support in key disciplines such as resource planning, reporting, service improvement and budget management• Delivery of Multi-channel agenda, customer/ commercial plans across Telephony, Intermediary, Digital and ATM channels.• Telephony Service Levels increased by 10% in first two months through generation and execution of clear action plans.• Costs delivered 8% under budget through improved reporting, management of exceptions and sharing of best practice.
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Performance Planning ManagerRbs Oct 2009 - Nov 2010Gogarburn, Gb• Consistent delivery of Customer Service targets through effective planning and challenging existing processes. • Support and challenge local resource planning teams to achieve Telephony Service Levels for every half hour period.• Implemented flexible working model, resulting in improved performance whilst reducing costs.• Managed processing workloads across multiple centres to achieve Service Levels despite staffing constraints.
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Sales Development ManagerRbs Oct 2007 - Oct 2009Gogarburn, Gb• Development of Retail Operations sales and income plan, working with leadership team to exceed targets in 2008/9• Implementation of new front end Cards system delivering £600k income, and increased staff/ customer engagement.• Full review and implementation of commercially viable incentive schemes across five business areas.• Applied Lean principles to redesign Sales processes delivering significant uplift in sales conversion whilst reducing cost. • Reviewed all Sales processes and implemented changes to ensure compliance to Group/ FSA standards and Treating Customers Fairly principles.
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Sales Contact Centre ManagerBarclaycard Jan 2006 - Oct 2007London, Gb• Line accountability for 100 full time employees, with 10 direct reports across the Contact Centre.• Achieved best in class results for both Customer and Staff satisfaction levels.• Delivered £13m annualised income to the business through exceeding product cross sale targets by 20% in 2006.• Implemented Risk Based Monitoring framework, to ensure compliance against internal and external (FSA) standards.• Re-engineered the Operation through the implementation of a new management framework and MI analytics.• Delivered £1m cost saving through applying lean sigma methodology to improve efficiency of operational processes. -
Senior Manager: Contact Centre OptimisationBarclaycard Jan 2005 - Jan 2006London, Gb• Management of a virtual team of 16 staff across three companies and six business units.• Doubled budgeted income in 2005 though implementation of propensity modelling and diversification into new value areas.• Led revenue optimisation project using lean sigma methodology to deliver £15m annualised revenue.• Implemented the first Barclaycard contact sales capability (systems, training and processes) delivering over £3m in 2005.• Built strong relationships between the Contact Centre and Commercial Management teams, and led cross site monthly meetings to present analysis of results to senior stakeholders.
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Lead Project Analyst: Customer Value ManagementBarclaycard Sep 2002 - Jan 2005London, Gb• Activated 10% of dormant accounts through an effective marketing strategy which resulted in £3.5m incremental net profit.• Delivered over 100 innovative, NPV positive, test and learn campaigns that defined the Barclaycard activation strategy.• Increased overall retention rates from 12% to 45% through re-designing the operational model, improving customer segmentation/ targeting, and implementing new retention tools. • Led project to analyse and understand the cause and effect of customer attrition on the Barclaycard portfolio of customers, developed proactive retention strategy and implemented test and learn outbound campaigns.
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Barclaycard Graduate Programme: Customer Value ManagementBarclaycard Sep 2001 - Sep 2002London, Gb• Developed innovative value based new customer strategy.• Redesigned customer welcome pack to increase customer education and brand warmth while maximising sales revenue. • Led project across multiple business units to implement Call to Activate process, resulting in reduced fraud costs and increased cross sale revenue.
Andy Currall Skills
Andy Currall Education Details
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Nottingham Trent UniversityBusiness Analysis; Project Management; Systems Design -
Codsall High School, Wolverhampton•4 ‘A’ Levels – Economics (A) Geography (A) Maths (B) General Studies (B).
Frequently Asked Questions about Andy Currall
What company does Andy Currall work for?
Andy Currall works for Parcel2go.com
What is Andy Currall's role at the current company?
Andy Currall's current role is Head Of Product at Parcel2Go.com.
What is Andy Currall's email address?
Andy Currall's email address is an****@****rbs.com
What is Andy Currall's direct phone number?
Andy Currall's direct phone number is +44 131 626*****
What schools did Andy Currall attend?
Andy Currall attended Nottingham Trent University, Codsall High School, Wolverhampton.
What skills is Andy Currall known for?
Andy Currall has skills like Strategy, Change Management, Leadership, Analysis, Business Planning, Banking, Process Improvement, Customer Service, Financial Services, Business Process, Six Sigma, Sales Management.
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