Leading a Global team of 30+ transformation managers, accountable for the business analysis, design and implementation of lean system solutions and business processes underpinning £60m of cost saving, £158m of revenue and Customer Satisfaction uplift. Responsible for driving standardisation and consistency in design across 180 Global countries. Also lead ing a chapter wide skills cohort from a learning & development perspective to bring together business analysts and process designers into a single multi-skilled discipline and transform ways of working, quality outcomes whilst also supporting BT’s cost saving challenge.

Led a team of 14 Process Design Managers (both onshore and offshore) as part of Portfolio Development. Accountable for E2E process journeys and operational models of Global’ largest portfolio, comprising 100+ projects underpinning £3.6M Voice Portfolio. Responsible setting direction, coaching and assuring design standards to ensure on-time delivery, quality, cost, and customer experience targets were met. Upskilled the team to work in both Waterfall and Agile environments, and with senior stakeholders to prioritise work to maximise value at minimized cost.Accountable for the delivery of the Operational and Process Designs underpinning some of BT Globals most strategically important projects, including the launch of BT Global’s first Digitalised Sales Journey, reducing the Customer Creation cycle time by 50%, and the insourcing of Service from 3rd Party Vendors to enable the business to meet customer experience and cost challenges.

As a Specialist, worked as part of the Transformation Team. Accountable for defining and implementing in-life LEAN product and operational business improvement plans. Facilitated Value Stream workshops to elicit Product and User requirements. Drove delivery of improvement plan, working closely with stakeholders to embed changes and estimate/ measure benefits realisation. As a Consultant, lead a team of 5 Business Improvement Specialists with ownership and accountability for underpinning and delivery of business units cost reduction targets.

Planned, designed and implemented various operational transformation projects, programmes, and customer migrations. Mobilised teams, managed dependencies and resources to ensure on-time delivery and within budget.

Responsible for working with management and production accountants to reconcile the monthly ledger accounts for over 40 BBC Drama productions. Analysed actual spend against budgets before presenting findings to senior management. Acted as an intermediary between production and management accountants to resolve discrepancies and production cash-flow issues; compiling various month end reports and KPI figures.

Key responsibilities involved managing customer accounts, providing information, advising customers on the numerous products and services offered, managing and following up any inquiries made by customers and resolving any problems encountered.