Anthony Sinclair Email & Phone Number

United Kingdom

leading cross functional support in UK, SA and India ensuring our business, its technology and property portfolio is run in a resilient manner whilst delivering shared service and Business continuityFacilities managementTransport services SA and IndiaIndentity and access managementshared service centre supporting people, tech and property.Incident and disruption managementBusiness continuity and Disaster recovery

Cheshire

Continuing to progress within Webhelp and with the growth of New clients, I was appointed to Head Of Business Resilience to focus on areas which required improvement, Key focus of roleBusiness Continuity Planning for UK, SA and India (ensuring we have workable recovery plans for our core operations and support services when things go wrong), Incident Management (taking central control where incidents invoked sitting across client, business, IT and other support services)… Show more Continuing to progress within Webhelp and with the growth of New clients, I was appointed to Head Of Business Resilience to focus on areas which required improvement, Key focus of roleBusiness Continuity Planning for UK, SA and India (ensuring we have workable recovery plans for our core operations and support services when things go wrong), Incident Management (taking central control where incidents invoked sitting across client, business, IT and other support services) Business Readiness (making sure we're absolutely ready when new deals and big change occur). Business Continuity Planning •Implementation of hosted BCP plans ensuring plans available from any location linked to agreed RTO with full testing and validation processes•First line of defence created ensuring our Sites are set up to a minimum standard working with our support teams•Produced a DR capability for clients at reduced costs•New bid modelling on our BCP framework implementing the Bronze – Platinum offerings•Supported commercial teams on contract negotiationsIncident Management •Implemented standardised fault management process to provide consistency across UK, SA, India and France•Central Audit and governance process for ID management•Relationship model to engage support between client and the technology teams•Implemented a new framework linked to RAG status supporting our engagement model•Developed a PIR structure linked to BCP and ICMBusiness Readiness•Support the build and scoping of all new clients, implementing the planning life cycle, driving the Webhelp way into all New clients•Manage our WFM toolkit to ensure consistent utilisation, best practice modelling, Audits and governance with PO consolidation•Implementation of the ICM processes and fault management processes into all new client•Hold client session to understand full requirements of all new build and existing sites to offer improvement and development. Show less

Cheshire

Following the re structure of the Planning centre i was promoted from RD manager to head of Realtime and BCP, key focus was to change the team we had established within resource delivery into a new command and control centre, utilizing the Head of Account planning to change how we operate and become a global support function with the introduction of the SA operations and turn out Good service into a great serviceKey achievementsRedesign and launch a new Command and Control focused… Show more Following the re structure of the Planning centre i was promoted from RD manager to head of Realtime and BCP, key focus was to change the team we had established within resource delivery into a new command and control centre, utilizing the Head of Account planning to change how we operate and become a global support function with the introduction of the SA operations and turn out Good service into a great serviceKey achievementsRedesign and launch a new Command and Control focused centre, split between UK and India and strengthen our BCP response capabilityA control centre with a consistent real time view on customer service and performance with a clear and actionable set of intervention processes to take and keep control of the operationImproved the ‘on-the-day’ reporting, focus and our responsiveness to inform with introduction of lead control updatesOfficially re-launch ‘Delivery’ via central Command & Control and introduction of local Bridges to ensure constant monitoring at local level support centralised Hub in IndiaDesign and implemented communication and influencing styles development and training for the team in IndiaSupported the develop new real time visual tools, reporting and processes (moving away from sellotape and string) creating a single front end dash with source feeds to each client switch on calls, handle times, people delivery and activity, grade of service and abandons – drive value and insight from real time focusDeveloped a BCP methodology which is consistent, adaptable and transferable across our international base.Implemented a consistent framework linked to People, Property, supply and TechnologyDeveloped priority matrix engaging correct parties based on severity of incidentsNew support structure implemented to ensure focus to the correct impacted areaNew Base line model delivered into all clientsPIR Session created for Show less

Warrington

I have Lead the HEROtsc Resource Delivery department, we are a key support function at the heart of the operational delivery. The role engaged with the Planning teams, Business Performance Managers and local operational management to ensure effective delivery of service and revenue assurance. The Resource Delivery is critical for proactive management of real-time resource, through co-ordination of the Resource delivery analysts, whether local or centralised, and structured governance of the… Show more I have Lead the HEROtsc Resource Delivery department, we are a key support function at the heart of the operational delivery. The role engaged with the Planning teams, Business Performance Managers and local operational management to ensure effective delivery of service and revenue assurance. The Resource Delivery is critical for proactive management of real-time resource, through co-ordination of the Resource delivery analysts, whether local or centralised, and structured governance of the local operational duty management support.Key Achievements• Migrated and developed a Resource delivery offshore function based in Gurgaon by relocated our real-time and resource delivery services from 9 different locations in the UK into a central control centre.• Developed and educated team to monitor and use various call platforms, CC Pulse, CMS, Genesys, via Dialoque, Canvass• Educated team on all work streams ensuring we deliver to our client and in house commercials• Implemented full real-time support teams for live Concierge. Managing Real-time Queue management and SLA• Developed and grew the team to manage 23 works streams across the uk, spanning 6000 fte • Produced low level BCP plans and escalation points to deal with any BC issues, adverse weather etc Designed Planned and Implemented a Resource Delivery Function of 19 heads Delivered Service requirements for each campaign in a consistent manner Delivered commercial requirements of Herotsc Maximise revenue by increased adherence, loss productive time reports Show less

The Strategic Operations Manager role was to act as the link between Operations, Planning, Finance.across the UK and Ireland. Providing proven and best practice modelling with Six Sigma methodology. thus ensuring we maximised delivery of hours and revenue across our sales and service campaigns as well as reducing costs and risks, Key components of role • Balancing SLAs across all KPI drivers for the contact centre• Responsible for balancing revenue parameters and maximising… Show more The Strategic Operations Manager role was to act as the link between Operations, Planning, Finance.across the UK and Ireland. Providing proven and best practice modelling with Six Sigma methodology. thus ensuring we maximised delivery of hours and revenue across our sales and service campaigns as well as reducing costs and risks, Key components of role • Balancing SLAs across all KPI drivers for the contact centre• Responsible for balancing revenue parameters and maximising opportunities across Contact • Provide senior management team with in-depth analysis on any control plan failures and root cause analysis.• Focus on end to end planning process from Capacity planning to live day execution.• Facilitate daily review meetings to provide analysis review on previous days and strategy for the day ahead.• Provide support to Senior Management across the Contact Centre 2 sites uk and ireland with trend analysis on core KPI’s inclusive of EAHT, availability, adherence and lost hours for performance management.• Contingency planning for contact centre to support Business Continuity plans, disaster recovery & severe weather planning.Key Achievements in Strategic Operations• Received numerous recognition awards for performance in role, covering Planning and Execution Manager & Leader of the quarter in Q2 2011• Launched new reports for Contact Centres for weekly updates for EAHT performance in all areas & Availability• Set up sharepoint site to allow for Strategy reports to be viewed easily and efficiently• Produced enhanced Availability to show detailed Associate level and target low performers• Agent skilling new process to maximise revenue performance at skill level.• Absence presentations sent to the floor to reduce absence levels- reduce by 1%• 2nd class posts integrated to reduce mailing costs by £120,000.• Involved in Voice biometric implementation representing the sales and service areas• Update in FCR showing enhancements using Six Sigma methodology Show less