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A seasoned, motivated and enthusiastic senior leadership professional, leveraging an extensive track record of success in Commercial Operations, Customer Operations, and Business Transformation. Able to rapidly adapt and lead teams through periods of intense regulatory change, maintaining the fine balance between Commercial and Compliance deliverables, and ensuring that change is a valuable source of learning and improvement for my teams and peers. Benefitting from a foundation of principles gained as a Flying Officer in the Royal Air Force, I specialise in building skilled, scalable and effective teams in both large and small businesses. An expert in process improvement and creating the optimum operating model to meet the demands of all commercial, operational and regulatory influences. Recent career highlights include:• Chief Operating Officer: defining and delivering optimised ways of working and creating a cohesive, efficient global operating model to maximise strategic potential, profitability and team engagement• William Hill SLT: Senior Leadership Team member, heading all Commercial Operations and major change programmes for William Hill UK Sportsbook, Casino and Live Casino portfolios.• Chairperson - UK Online Customer Council: Selected to establish and Chair a board of senior influencers from across the organization to focus on Customer engagement, loyalty and NPS improvements by identifying and delivering frequent, high-cadence data driven incremental Product, site reliability, customer experience and journey improvements• Engaging leadership style: Developed the Operations team into a fully scalable Centre of Excellence across London, Gibraltar and Manila campuses with the highest team employee engagement rating in the organisation• Customer focussed, quality obsessed: Designed and implemented best-practice, highly efficient operational workflows from scratch with inherent customer centricity and embedded regulatory compliance. • Drive commercial performance: Extensive experience leading geographically diverse Operational teams to maximise location-specific efficiencies, capability and value, and support sustainable business growth• Innovative and efficient planner: Championed robotic process automation opportunities, seamlessly integrated within operational workflows to ensure correct balance of scalability, knowledge, quality, efficiency and capability• Deliver seamless regulatory compliance: PML holder, responsible for adherence to operating license objectives and overall strategy and delivery of gambling operations
B2B And B2C Consultancy Services
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ConsultantB2B And B2C Consultancy Services May 2024 - PresentProviding scaling, upskilling and operational readiness expertise on a consultancy basis, leveraging lived experience and a 20+ year back catalogue of successful leadership roles in enterprise-scale business transformation, programme delivery and operational excellence disciplines.
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Chief Operating OfficerPinnacle Jun 2021 - Feb 2024Willemstad, CwExecutive responsibility for global Operations, creating a strategically aligned, scalable and adaptable Operational Centre of Excellence, further strengthening the unique brand and market proposition of Pinnacle.Leading a team of highly skilled, experienced and dedicated professionals across business operations, project and product management, with a personal philosophy to incorporate both commercial value and customer experience improvement in every decision and delivery. -
Freelance Management ConsultantPerform Partners Jan 2021 - Jun 2021Leeds, England, GbI'm excited to be working with the fantastic and talented team at Perform Partners, to develop and implement a sustainable, effective and efficient growth strategy.Perform Partners are a business and technical change delivery consultancy, who work with companies across the UK to understand what they want, work out why they need it and provide skilled and reliable expert teams to make it happen, building relationships and earning customer trust. -
ConsultantOps Unlimited Oct 2020 - Jun 2021Leveraging a successful career as a senior business leader and delivery expert, sharing insights and experience, and identifying opportunity and implementing solutions.Providing B2B and B2C consultancy services to organisations that are passionate about customer experience, colleague engagement, operating model design and optimisation, and sustainable growth.
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Chairperson, Uk Customer CouncilWilliam Hill Jan 2020 - Sep 2020London, England, GbChair of the council of senior leadership representatives, ensuring a customer focussed continuous improvement culture, and high-cadence iterative delivery to improve customer experience, loyalty, NPS, fairness and safety. -
Director - Commercial OpsWilliam Hill Apr 2017 - Sep 2020London, England, GbReporting into the William Hill UK Online Managing Director, a member of the UK Online Senior Leadership Team, Chairperson for the UK Online Customer Council, and leader of geographically diverse Operations teams across Europe and Asia. As well as delivering outstanding BAU Operations performance against defined KPI’s, SLA’s and budgets, I am also responsible for informing the decisions on, and execution of strategic business transformation initiatives. These include customer acquisition and retention,, cost optimisation, site strategy, business mergers and embedding a culture of continuous improvement. An expert in process ideation and evolution and creating the optimum lifecycle target operating model to meet the dynamic demands of all commercial and regulatory influences.Key Achievements:• Reduced promotion-related customer services contact ratio from over 20% to below 0.3% and realised 7-digit YoY saving to the Customer Services Opex• Chairperson for the UK Online Customer Council, orchestrating the reversal of a declining customer Net Promoter Score trend through relentless pursuit of quality and targeted high-cadence improvements, achieving an 19pt positive shift in first 5 months of establishing the action group• Parachuted in to a business-critical secondment role to steer the UK Online Compliance and Anti-Money Laundering Team through a short notice leadership transition. Delivered a 3-month get well program to improve efficiency, structure and team engagement• Delivered 66% reduction in Ops team operating costs whilst increasing throughput of new online Casino games by 233%, and increased gaming promotion capability from 1500 to 4000 per year• Embraced employee engagement Peakon score as a fundamental quality tool, achieving an average of 8.6 NPS at +63% promoter index, 40 points above the organisation average. Developed and implemented the “path to Senior” talent and succession program to ensure continuous pipeline of leadership capability
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Program ManagerWilliam Hill Apr 2014 - Apr 2017London, England, GbLeveraging a proven ability to adapt positively to fluid business priorities, technology choices and delivery strategies, managed the planning, Project Management, testing and delivery of William Hill Online products and games across multiple integrations and platforms.Managing annual budgets in the £4M - £5M range whilst leading delivery teams to add new products, features, enhancements and innovations, and protect the business from financial, audit and regulatory non-compliance. Program Delivery Examples:• Playtech / Openbet Wallet Integration: Programme Manager for the Playtech Casino Single Wallet delivery, a 15-month programme of 14 interrelated projects to resolve “the single biggest area of customer friction in William Hill Gaming”. Delivering £12M of annual incremental benefit in year 1, migrated over 1.2 million player accounts and balances, and facilitated the strategic merger of the separate Gibraltar and Tel Aviv teams into a single Gibraltar-based operation• Gaming Content Delivery: Consolidated the Project Management responsibilities of three concurrent predecessors into a single role, whilst driving continuous, iterative improvements to the overall efficiency of the delivery team and third-party games software suppliers. Restructured the Gaming Test team to leverage individuals’ skills and experience, improve the quality of the customer facing product, and velocity of games from drawing board to production• William Hill representative at the Remote Gambling Association consultation with the UK Gambling Commission. Delivered the high-performance solution for the concurrent fairness testing of up to 40 new games simultaneously to ensure licensing compliance, as well as fairness-certifying the existing portfolio of over 1500 live games in under 6 months. Evolved the solution to meet the changing regulatory landscape, delivering fully automated fairness monitoring and alerting in 2017
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Ski InstructorBig White Ski And Snowboard School Dec 2013 - Apr 2014• Level 2 ski instructor holding a Canadian Ski Instructors Alliance licence• Responsible for the safe, enjoyable, structured ski tuition for groups of adults and children from absolute beginner, up to advanced parallel skiing, technique improvement, all terrain skiing and race coaching• Adaptable and personable teaching approach to different learning styles, physiques and age groups ensured that all students achieved the maximum from their ski lessons and remained frequent visitors and repeat customers
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Project ManagerAddleshaw Goddard Apr 2012 - May 2013London, England, Gb• Defined and established the end-to-end project delivery lifecycle to help transform a legacy ad-hoc project process into a mature and innovative “delivering differently” strategic program • Responsible for managing the full project lifecycle to agreed timescales and accountable for budgets in the £2-3MM range -
Project ManagerSantander Consumer Finance, Uk Jan 2009 - Sep 2011Redhill, Surrey, Gb• Project Manager and Consultant to the Senior Management Team for the technology integration, transition and rebranding project resulting from the Santander takeover of GE Money UK• Trained in multiple Project Management disciplines including Agile, Prince2 and LEAN Six Sigma, and helped embed relevant structured and targeted project approaches across business change -
Project ManagerGe Capital Aug 2002 - Jan 2009Norwalk, Ct, Us• Overall responsibility for the successful identification, prioritisation, planning, resourcing, delivery, testing and implementation of multiple simultaneous critical technical new business project deliveries• Proven ability to adapt positively to fluid business priorities, technology choices and delivery strategies
Dan Bradley Skills
Dan Bradley Education Details
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The University Of ManchesterMechanical Engineering -
Selby CollegePhysics
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Selby High SchoolGcse
Frequently Asked Questions about Dan Bradley
What company does Dan Bradley work for?
Dan Bradley works for B2b And B2c Consultancy Services
What is Dan Bradley's role at the current company?
Dan Bradley's current role is Delivering Business Transformation, Strategy Development and Realisation, Operational Excellence | Experienced COO and Director of Customer and Commercial Operations..
What is Dan Bradley's email address?
Dan Bradley's email address is da****@****r.co.uk
What schools did Dan Bradley attend?
Dan Bradley attended The University Of Manchester, Selby College, Selby High School.
What skills is Dan Bradley known for?
Dan Bradley has skills like Business Analysis, Change Management, Project Management, Risk Management, Process Improvement, Team Management, Financial Services, Team Leadership, Cross Functional Team Leadership, Analysis, Strategic Planning, Data Analysis.
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