Leading the US Customer Engagement Network with a global team of 5,000 Customer Care Professionals.

Leading the Global Commercial Credit Operations organization comprised of Corporate Credit, Commercial Underwriting and Merchant Risk Operations functions operating across 20+ markets with 1,000+ team members.

• Head of Consumer Credit Operations. Leading and supporting Global Credit & Fraud Network front line operations teams (>500 team members), across European markets including Austria, Belgium, Finland, France, Italy, Germany, Netherlands, Norway, Sweden & UK. Manage key partner relationships with Consumer business leaders, Risk Management, global Strategy & Support teams and industry bodies (e.g. UK FCA, Auriemma).• General Manager responsibilities: UK Country Executive Team, European Operational Risk Committee, Executive Sponsor of Graduate, MBA & Future Talent programs and Chair, Health & Safety Committee.

• Providing Planning & Real-Time Performance Optimisation services to a globally integrated service organisation with more than 7,500 CCPs (Customer Care Professionals).• Leading the Global Planning & Real-Time Optimisation team that efficiently delivers World Class Abandon Rate Consistency, Resource Optimisation and Customer Experience through process standardisation, performance enhancement, employee development & engagement. • Define strategy and lead Planning & Service Delivery professionals across 22 Markets, based in more than 20 Locations, speaking over 15 Languages with 200 team members. • Lead a virtual team of 200+ team members supporting Operations across the globe based in Argentina, Australia, Canada, France, Hong Kong, India, Italy, Japan, Malaysia, Mexico, Netherlands, Sweden, Philippines, Taiwan, Thailand, United Kingdom & United States.

• Creating a unified, International Service Level Planning Team that efficiently delivers World Class Daily Abandon Rate Consistency, Resource Optimisation and Customer Experience through process standardisation, performance enhancement employee development & engagement • Define strategy and lead Service Level Planning (SLP) team members across 26 sites, 21 countries with up to 4,400 CCPs (Customer Care Professionals).

• Define strategy and manage Service Delivery Optimisation (SDO) team members responsible for Service Level Planning, Project Execution, Business Liaison, Digital Servicing, Operations Support and driving Operational Excellence across 14 sites, 9 countries with up to 2,400 CCPs (Customer Care Professionals).

• Workforce Planning (WFP) for the JAPA region’s Consumer, Corporate, Risk & Travel centres across 14 sites, 9 countries with up to 2,400 FTE and over 120 forecast groups.• Management of a 10 planning specialists based in Sydney and WFP Subject Matter Expert for critical strategic projects including Partner & Site Migrations.

• Strategic resource planning for BT Retail’s 33 UK, 2 offshore and 10 outsourced Contact Centres. • Creation and management of a virtual planning team consisting of 16 managers and analysts.• Providing planning services for 19,000 CSRs serving 30 million customers.• Planning for 98 inbound skills, 31 outbound skills, 452 offline queues & 26 e-mail skills.

• Responsible for Planning, Quality & MIS for 3 Contact Centres & 330 branches (1,500 FTE).• Introduction of the UK’s first postcode-based call routing plans with £7m in benefits per annum.• Project Manager for telecoms service provider tender process (£5m per annum contract) and “Network Change Programme,” a major process re-engineering & redundancy project involving >2,000 CSRs & delivering £5m cost savings & additional revenue per annum.