Brian Baker Email & Phone Number

Strengths, skills and experience include:• Leadership of large (1000+ staff) cross site Customer Services Operations, including call centres, where continuous change and P&L was the 'norm'.• Design, build and operational responsibility for setting up a direct channel and producing £30m of new business premium in year 3• Setting strategic direction based on customer experience, with the objective of improving service, profitability, cross selling as well as increasing the retention levels of customers and distributors• Leadership, detailed knowledge and experience of running large in and outbound call centres.• Set up and management of complaint teams in a regulated environment.• Recruiting, developing and motivating teams to achieve success. • Designing, building and implementing transformational projects and teams to achieve significant service improvements and large unit cost reductions, within short time scales, including many large IT programs.• Managing risk and regulation so that it becomes an integral way of running the business.Specialties: • Specialist in complaint handling• Experienced in running large customer service operations (1000 + people)• Retention specialist in terms of customers• Productivity improvements• Process improvements• Developing people• Strategy design and implementation meetingI have helped in a variety of roles and organisations, mainly helping them with operational management/optimisation and retention always with the goal to achieve more for less and to retain customers as well as winning back those that have left The majority of the roles below were carried out as an interim manager/director

Listed skills include Change Management, Strategy, Management, Process Improvement, and 14 others.