Andy Wallace Email & Phone Number

England, United Kingdom

United Kingdom

Operational Excellence Director with responsibility for driving efficiency and innovation across a group of countries, with focus on measurable outcomes which impact our P&L and improve the client experience/journey. Key responsibilities: - Operational strategy which enables business growth and ensures operational resilienceDeliver complex projects which improve client engagement, reduce our risk or reduce delivery cost - Build capability within delivery teams to leverage the Lean methodology, focussing on Visual Management, coaching & capacity planning - Partner with the IT function to innovate service delivery and embed new technology, championing this change to overcome resistance - Own the 1st line of defense ensuring all controls are effective for ISAE3402, ISO27001, ERM & BCM

London, United Kingdom

London

Romford - Travel Preston/Offshore

Head of Operations @ HCL Insurance BPO Services Ltd. Accountable for multi-sited operational service delivery activities to multiple Clients including Customer Relations and operational elements of business transformation and change.Consistent achievement of service levels, increased productivity and year on year reduction in operating costs.Established robust operational governance of projects, change and system deliveries in conjuntion with IT and Transformation function. Actively manage ongoing operational (system impact)incidents and a measurable 50% reduction in volumes and aged items to less than twelve months.Leading Operational Excellence design, development and implementation from theory with external suppliers to internal IT models. Driving a change of job roles and responsibilities and instilling a focus on a model that support our culture and behavioural recognising good performance and clear expectations. Lead Operations delivery of the first phase of the HCLIBS off-shoring programme moving 50 roles to Chennai. Actively involved in further Offshore phases increasing offshore roles to circa 150. Implemented governance model to support operational change and incident management. Enabling business improvements, efficiencies, cost reduction and risk mitigation.Supported Programme Manager/Bid Director's on a number of business transfer programmes and bids, including developing target operating models which deliver:- Operational excellence (Queue, Performance and People)- Workflow- Contact centre- Business Intelligence/MI- Offshore transition- Process re-engineering- Learning and development Currently 500+ staff in Romford, Preston and Chennai offices.

Croydon, United Kingdom

Managed an onshore test function supporting business as usual upgrades to IT platforms prior to release to a production environment. Responsible for the Test Function workstream allocated to business transfer programmes. Accountable for ongoing business rationalisation of costs associated with all aspects of testing. Reviewing external including offshore partnerships and suppply/demand models. Managed the Learning and Development function for Operational Service Delivery including:Regulatory trainingTraining needs analysisWorkstream lead to transitions and migrations Mentoring and CoachingOnshore/Offshore model