Colin Norris Email & Phone Number

Marlow, Gb

Bracknell, England, United Kingdom

Leading all Operations, Technology and Product development managing 600 employees plus extensive off-shore organisation. As member of the UK Board responsible for Technology and Product strategy, Operational performance, ongoing country performance and development and achieving UK objectives for KPIs, Client metrics and EBITDA responsibility

Bracknell

As a member of the Executive own the development, implementation and ongoing benefit realisation of our Customer & Operational strategy. Since appointment have significantly reduced cost to serve, increased customer satisfaction and employee engagement through targeted people, process and system improvement.•​NPS saw a 38-point improvement over an 18 month period.•​Like for like head count reduced by 15% per annum over past 3 years•​Like for like costs decreased by over 10% per annum. This success has been achieved whilst increasing the employee engagement to the highest in the UK with significant improvements across all key indicators. Delivered these results with a team in excess of 450 people placed in Operation / service centres in UK and NL, EU Client Services Team, Field based resource, offshore third party resources and internal partnership based in Australia. I was originally recruited to transform an underperforming team to become leaders within our organisation and industry. This has been achieved within a two year period and is recognised internally through our change agenda, improvement activity, people capabilities and behaviours being seen as role model across our international organisation and our performance recognised as best in class by external industry bodies.Winner of the 2018 Market Research Societies award for Operations Excellence.

Chertsey

UK Service Director for ADP, a Fortune 250 company, leading a multi-site, FCA regulated operation across UK and India. Responsible for 600 people and a £20 million budget and achieved an 18% productivity improvement over two years whilst delivering 12% annual growth in revenue. As part of the leadership team responsible for the development of the UK Strategy, delivery of operating plans and product strategy. Led process and system improvements through a comprehensive BPI approach using Kaizen and Kano analysis to prioritise activity. Introduced innovative customer NPS initiatives including a highly successful ‘Dragons Den’ employee initiative focused on client improvements whilst strongly engaging our people. Delivered the One ADP culture across both the UK and shoring locations increasing productivity across two locations in India by 10%.

Kingswood

Responsible for driving customer advocacy through the design and implementation of systems, process and people initiatives including a customer portal programme.

A track record of delivering transformational change in a consumer-centric, multi-site, complex business.Managed 5 UK call centres (700 people) covering Service, Billing & Collections, Sales, retention and back office. Delivered the organisation, working practice and technology to achieve upper quartile performance for all call centre KPI’s including first time resolution, call answer times, staff utilisation, quality and also led these teams to achieve the highest people satisfaction score across the company.Recently off-shored to India 400 seats across call centre and back office activities saving £6 million PADelivered significant Customer Experience improvement strategies for a 350,000 customer base, such as innovative retention programmes for unhappy customers.Company champion of the Customer and implemented NPS as a perfomance managment tool and driver for identifying and implementing change.Proposed, led and delivered a significant downsizing program to achieve a £40 million saving

Managing a team of 40 Project Managers and analysts with responsibility for the development of our business change programmes.Program Managed a Company wide transformation program replacing multiple legacy systems with SAP and developing new business processes. The budget was circa £20 million with a core team of over 60 people .

Slough, United Kingdom

BPR and process improvement expert including Lean & Six Sigma.