Carl Webber Email & Phone Number

Beeston, England, Gb

I look after Technology, Change and Operations in a great business full of great people

Beeston, Nottingham, Gb

London, Gb

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London, London, Gb

• Recovery and Programme Management of a Programme to migrate the business onto an entirely new technology stack (Front, Middle and Backend Platforms) with a budget in excess of £5m• Recruitment of the Programme team comprised of permanent and contract resources• Management of Encore’s strategic Technology Partner (Cognizant Technology Solutions)

Austin, Tx, Us

• Design and implementation of Asia Pacific Technology strategy to support growth plans of Fourth in the region and specifically handle complexities of doing business in China as well as serving the wider Asia Pacific region• Management of an RFP process and appointment of Data Centre provider• Management of the set up and migration of key clients to the new regional Data Centre

Nottingham, Gb

• Interim Member of the Exec, Accountable for all Technology Platforms and Change Management for a group of 6 companies centered on Property Services including surveys and valuations, lettings and estate agency and mortgage broking.• Creation and ownership of the Technology Roadmap ensuring it is in service of the Group Strategy• Initiation of projects to re-platform of critical business systems and infrastructure across the group• Implemented new governance structure to provide oversight of the change portfolio

London, London, Gb

Initiation and delivery of the programme to build and launch ASOS China (www.asos.cn) which delivered:o New technology stack of 3 core systems (Website, ERP & Warehouse Mgmt)o In-Country Warehousing, Logistics and Customer Care Operationso Creation of a new supply chain to serve the China businesso Recruitment of a new management team in ShanghaiFrom initiation to soft launch took 9 months and the business went live to the public on November 1stProgramme was comprised of 15 workstreams covering all aspects of the current business being replicated in China as a new business start up

Walsall, West Midlands, Gb

Initiation and management of 2 programmes of work to deliver a set of commitments to the FSA in response to the Risk Mitigation Plan delivered to the business, the Programmes included:o Design and rollout of an Advised Sales Model for a 650 FTE Contact Centreo Creation and rollout of a new Training & Competence scheme for the whole business of circa 3000 peopleo Design and implementation of Quality Framework to underpin Advised Sales Model and Training & Competence Schemeo Design and implementation of a control framework to manage 3rd party relationships and outsourced activities that carry regulatory responsibilitieso Procurement, configuration and implementation of a new Learning Management System

Gb

As part of the separation of the business into Northern Rock plc and Northern Rock Asset Mgmt: Accountable for the design and delivery of a new Operation to support NR Plc comprised of approx 650 FTE’s incorporating the following functions. Mortgage & Savings Operations, Customer Relations, Debt Management, Payment Services and all Back Office ProcessingDesign & Delivery of a change programme to deliver a series of step changes in operational efficiency to deliver an annualised saving of £6m in preparation for the sale of the business

Designed and launched a Shar’ia compliant finance business to be offered across the GCC the components of which were a Russian Card Platform, EMV Chip Card, Turkish POS software and a dual language (English/Arabic) Call Centre processing customer applications, underwriting and performing collections activities in the customers language of choiceAccountable for Customer Service Operation, Change Management, Office Administration and Facilities, Customer Payment Processing, Customer Transaction and General Ledger reconciliations & HRProgramme management of a stream of projects including, 2 distinct new business build and launches in Kuwait & Dubai, exploration of wireless SIM card payment product, new platform installation for a Fleet Leasing business in Turkey and Jordan with a total programme budget in excess of £10mRelationship Ownership and Contract Negotiations with Banking Services providers in the GCC, Mastercard, Gemalto, IT Platform providers in Russia, Pakistan, Turkey, Canada, Malaysia and Bangkok amongst others

Gb

Accountable for Operations department, servicing Egg’s full product range comprising Account Opening, Servicing, Financial Integrity (Reconciliations), Customer Relations (Complaints), Internet Customer Services (Secure Messaging) and Operations Business ChangeDelivered the above through a team of 6 Direct Reports managing circa 350-450 people handling inbound/outbound calls and customer interactions across 2 sites Owned Egg’s strategy and operation for handling customer complaints and feedback, ensuring compliance with FOS and the TCF guidelines as specified by the FSA, this also included managing a service recovery programme within complaints and the implementation of Respond (Complaint Handling & Reporting System)Programme Management of all projects/programmes within OperationsOwnership of Egg’s Internet Customers Services Operation, the key online communication channel for circa 3.5 million customers handling over 35,000 customer interactions a month servicing a broad range of products including Savings, Credit Cards, Personal Loans, Mortgages and Insurance Products