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.

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.
• 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

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.

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.
• 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

• 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.
• 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.
• 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.