Christopher Sayer Email & Phone Number

• Lead a Technology Change portfolio across Barclaycard International Merchant Services with a budget of £42m pa and circa 80 FTE
• Ensure all change is delivered in line with governance standards to meet PRA objectives / PCI DSS requirements
• Ensure effective prioritisation of an Enterprise Backlog change
• Portfolio RAIDs management
• Mobilise all new Technology projects, including resource allocation
• Define and implement Target Operating Model

• Manage the end to end delivery of technology projects within Barclaycard Commercial Payments
• Ensure project delivery in line with agreed methodology (waterfall / agile), whilst managing RAIDs, budget, governance, engaging 3rd parties and developing/leading implementation plans
• Successfully delivered a new application processing system into the Retail Bank and Barclaycard within 3 months on new infrastructure

• Responsible for leading and delivering successful business change and improvements into the Barclaycard contact centres, resulting in a saving greater than 35% of the overall operational cost base
• Provide strong leadership to the Change Implementation Team by creating a culture of ownership, accountability and empowerment for identifying and delivering change/process improvements
• Established effective PMO function with enhanced benefits tracking processes for the Barclaycard Commercial Payments Process Optimisation workstreams, ensuring that effective reporting and benefits realisation can take.

Multi-National Operations

• Responsible for managing 7 complex and diverse areas (circa 150 FTE) within Global Commercial Payments (GCP)
• Ensured effective delivery against KPI’s including Budget, SLA and Quality Assurance metrics by driving productivity improvements through process improvement
• Created a culture that embraces coaching and development of colleagues
• Managing relationships with high value customers including; Amazon, Deloitte, and other partner banks
• Successfully designed and implemented new processes and tools that drove an annual cost saving of £267k and increased annual sales turnover by circa £7m
• Transformed the business by instigating/leading a right-shoring and restructuring program with a total annual cost saving circa £800k

• Key accountabilities:
• Responsible for the entire planning process from day 7 to MTP for 7 business areas, over 3 sites, with an excess of 150 works streams
• Training other planners on planning techniques (Real-Time, Intraday, Scheduling & Forecasting)
• Produce MI for Business/queue/agent performance for a variety of area including telephony and collections areas.
• Facilitate weekly/month meetings to review the following week forecasted service level delivery for each area to the Head of Business services, and their direct reports.
• Work with finance, sales, change and product development to understand demand drivers

Master Of Science (Msc), International Management

Postgraduate Award, Service Operations Management