Daniel Norman Email & Phone Number

England, United Kingdom

Lead the Customer Contact Organisation at British Gas Services.

Windsor, England, United Kingdom

The role is to lead a team that is responsible for defining, designing, and delivering the channel strategy across British Gas Services and Solutions. In addition responsible for the development of the future strategy for ways of working in Customer Operations including operating model (incl site strategy), role of the team leader, agent tools and skills strategy. Working to develop AI solutions to improve the lives of customers and colleagues. Ownership of front and back office offshore partnerships. Lastly leading Continuous Improvement across the BG Services business,

Windsor, England, United Kingdom

Windsor, England, United Kingdom

Windsor, England, United Kingdom

Staines, Surrey, United Kingdom

London Heathrow

• Managed annual budget of €500m+• Delivered business case for setup of the business: 10 year plan approved by the IAG Board• Successfully delivered statutory accounts within the UK & Poland• Key member of divisional board including business set up• Set up overseas office with 250 people including financial processes & controls• Managed a team of 80 providing business partnering, financial accounting and FP&A• Developed & implemented tracking methodology for all third party supplier savings (c€300m p.a) including reporting to the Airline CFO’s monthly• Implemented pricing model for IT, Finance & Procurement services ensuring business profitability approved by IAG Management Committee: Group CEO & team• Built cashflow model to ensure capital injection for business set up and continued operation• Developed high quality suite of management accounting reports used to run the business

London, United Kingdom

• Developed the model for tracking and reporting merger synergies - €850m (target €400m)• Delivered finance support for ‘Class 1 circular’ allowing shareholder approval for aircraft purchases • Successfully lead the finance Business case development on outsourcing deal for 300 finance roles – 5 year contract €35m+• Management and development of finance team responsible for merger reporting leading to members of the team being promoted to more senior positions• Fully developed budgeting and forecasting for IAG head office including Group CFO reviews• Ownership of Group Airline Route Profitability analysis on behalf of Group CFO

London Heathrow

• Finance manager for 10 Global call centres, BA.com, Customer Relations, Staff Travel & Airport Planning & Control - c.£100m + project spend, Headcount c.2,000• Member of the Customer Contact Leadership Team • Significantly Increased sales through call centres by redesigning commission incentive scheme• Annual Budget & Business plan reviews with BA Director of Customer and BA CFO• Initiated and project managed significant UK Call centre reductions (c.30%) • Successfully coached and developed the Finance team in the UK and Overseas (India)• Designed the BA finance graduate scheme to identify, recruit and select future talent

London, United Kingdom

• Re-tendered the Canary Wharf Health club contract including RFP & supplier negotiation delivering annual savings and higher investment in the club• Delivered the monthly flash forecasting, variance analysis & global cost allocation – presenting to Global Managing Director Corporate Real Estate• Reconciled multiple sterling and US dollar balance sheet control accounts and being responsible for signing these off on the Global system.• Took ownership of Property provision balances and reporting including analysis on disposal and sub-letting opportunities and adequacy reviews with External Auditors• Promoted from Executive Non Officer (ENO) to Assistant Vice President (AVP) in 18 months

London, United Kingdom

• Redesigned Management Accounting packs for budget reviews with Directors• Ownership of fixed asset register• Managed and implemented revenue forecasting