Daniel Grundy Email & Phone Number

Manchester, Gb

United Kingdom

Managing multi-product omnichannel complaint and escalation campaigns in our Specialist Care Operation.Operational leader managing direct reporting teams (50 FTE UK) and partners (200 FTE) India, Egypt, and UK.Ensuring compliance to Ofcom and FCA regulation.Engaging partners to work within market guidelines, deliver best in class performance on time and in budget.Successfully building relationships up to Board Level while supporting CEO escalations.Ensuring control of resource to match demand in a quick changing environment.Making remote working engaging and inclusive through building communities and empowering people.

Run a Programme of projects driving change and improvement across multiple sites globally spanning 4K FTE.Built and established relationships across the business to ensure capture and management of all change.Lead a highly engaged team of Operational Readiness Analysts who all run their own programme of work.Ensure that all change is delivered providing full support through clear communication, updated knowledge content and control around training completion.Run a governance framework with the senior leadership team that underpins & drives the operational strategy.The governance framework is run through a Microsoft Teams site capturing and managing all RAID activity.Creation and management of sales through service plan setting a clear vision and accurate forecasting model.Experience in managing and delivering organisational team structure changes.

Focused on the “Large Enterprise” service desks to drive service excellence through identified key strategic pillars and embedding an operational performance framework. Designed, implemented, and managed a suite of key lead and lag metrics along with a reporting repository that supported the operational model. This consisted of both operational and customer metrics.Managed the implementation of a quality framework that spanned over multiple sites both onshore and offshore, driving improvements through customer interactions.Managing people performance through peer-to-peer analysis, enabling the management of “distribution of performance” to deliver a step change.

Flexible

Accountable for the delivery of premiums for More Th>n Consumer (30%) and Business (60%). Performance was delivered through building a multi-channel strategy. Delivering product and proposition changes ensuring knowledge delivery through accreditation Programme.Managing offshore sales and sales through service partnership with major outsourcer.Managing vertically in matrix P&L board relationships, as well as relationship with Trade Unions.Managing within FCA regulations.

Focus on developing sales culture that is target orientated for the Consumer and Business books.Implementation and ownership of a quality framework. Maximising the Outbound capability reducing CPS through campaign prioritisation and data led decisions on segmentation.

Part of a project team that designed, built, and implemented a data warehouse to enable the business to access high quality data from multiple systems, delivering “touch of a button” functionality.Formed a critical link between Operations and IT in requirements gathering and data groupings, with business agreed metrics forming a lined up vision throughout the company.Implemented metric lexicon for both corporate and senior management metrics.

Responsible for the production and insight of the Business Performance MI for use by Senior Management and Board.Owned relationship between MI and development team Run project to migrate new acquired companies into MI suite.

Managing a resourcing and reporting team of planners and MI analysts. Responsibilities included effective and efficient resourcing of Service and Sales teams Maximising sales performance through a & know your numbers and target driven culture

Set up and implemented a set of sales performance reports to monitor and drive performance. Designed and implemented Sales and Service commission structure.

Bachelor Of Arts - Ba, Business Administration And Management, General, 2:2

Ba (Hons), Business Admin