A highly accomplished and influential Director with strategic change experience, delivering sustainable service level improvement and operational efficiencies. A strong record of advising policy, business transformation and process re-engineering whilst building and managing successful stakeholder relations. An inspirational leader, creating and driving high performing teams operating in high profile, multi-disciplinary environments. Driven sustainable business improvement with a record of success and passion for delivering a great customer experience through service excellence and continuous improvement.An excellent communicator at all levels from team members to board level, has represented BT with Ofcom & other regulatory bodies. A specialist in revenue management with experience across the ‘Lead to Cash’ journey, with a deep understanding of operational and commercial dynamics in the telco industry.Additional experience: Delivering sustainable business improvement, strategic thinking, Customer Experience optimisation, liaising and influencing with C-Suite, Lean Six Sigma, operational management of large multi-site teams in a shared service centre environment, Continuous Improvement including process re-engineering, Programme & Project management, Programme Office development & management, Human centered design, Credit risk: from pre-acquisition, in-life, collections through to recovery, vendor management of BPO contracts, 3rd party supplier management & contract negotiation, Governance & Risk management, excellent communication and senior stakeholder management skills, cost and behavioural transformational programme management.