David Bonner Email & Phone Number

Frodsham, Gb

Multiple

Senior Manager of Operations for multiple financial servicing remediation operations including PPI, NOSIA, Investment Complaints Support and Insurance. Responsible for:▪ Delivering operational performance and leadership across upto 500 people focusing on productivity, quality, development, attrition, utilisation and employee engagement in a highly agile environment▪ Leading and creating change functions▪ Manage senior stakeholders across Capita, Lloyds, TSB and Santander through key delivery and communication of an evolving target operating model▪ Performance/Budget Management, Planning and Process Optimisation▪Target Operating Model evolution, expansion and optimisation▪Closedown and Set-up of sites building E2E contact centres and creating exit strategies following completion of projectKey Achievements▪ Set-up and management of 4 high performing financial service contact centres incorporating quality, change, risk, telephony, back-office, M.I and management structure▪ >98% 'Green' rating across all productivity, quality, utilisation and attrition K.P.Is with 100% stakeholder endorsement▪88%+ Employee Engagement Scores▪200FTE ramp-up within 4mths hitting all timelines and maintaining full K.P.I adherence▪Excellent stakeholder engagement, rapport and collaborative approach▪Full exit strategy and 500FTE closure successfully completed with no degradation to quality or productivity

Deliver global operational excellence in a contact centre environment through inspirational leadership and LEAN application. Create a blueprint for a global servicing model based for high-value clients who require complex servicing across different time-zonesKey Achievements• Successfully managed a team of 35 across multiple sites through a major change • Successfully managed key stakeholders and customers through a period of change• Headed-up operational risk management, regulatory and compliance requirements• Maintained a 98% client SLA with a reduced task-force ensuring optimal service delivery• Delivered a full technology, design, comms and project initiation plan with 100% sign-off• Saved 5FTE through the application of LEAN and Kaizen methodology• Reduced complaints by 10%• Created a project design providing 24/7 servicing with 100% stakeholder sign-off

Cheshire

Create an elite E2E customer journey and team of 35 that delivers an exceptional service to 4,500 high-value clients looking to migrate onto a new e-banking platform. Ensure clients and stakeholders all receive an exceptional service in a challenging environment whilst controlling risks, budgets, technology and team development.Key Achievements• Successfully managed and built a high performing team with exceptional employee results.• 100% adherence to risk and control procedures alongside compliance requirements• Managed overall budgets and expenses with 100% compliance to company requirements• Successfully supported and acquired over £5m worth of business• Exceptional feedback from key stakeholders on the team performance• Built team and migration journey including all documentation, systems and controls • 98% client satisfaction scores across clients migrated rating their experience as “excellent”• Savings of 10FTE through the optimisation of client self-service during transition• Reduction of over 250,000 manual payments per year across client base

Northwich, Cheshire

Through exceptional project and people management deliver cost-savings, client satisfaction improvements and new product delivery across the retail network using continuous improvement. Indirectly manage change across 20,000 employees ensuring seamless change across stakeholder and employees alike.Key Achievements• Creation of an elite communication plan that provided updates to over 10,000 staff • Cost-Savings of £21m p/a • Chairman of the first ever multi-supplier forum that allowed all 3rd party suppliers to interact • Creation of a new ‘cost-to-serve’ model allowing senior stakeholders to understand value• Became Senior mentor through a “top talent” scheme• Became LEAN Certified• Became PRINCE2 Practitioner qualified

Manchester, United Kingdom

Deliver exceptional corporate client satisfaction through training, new product development, customer engagement and innovation across 200 retail branches in the North-West.

Northwich

Provide a resolute communication plan that covered all internal and external requirements during a period of mass change in Barclays contact centres. Deliver an exceptional implementation plan for the migration of solicitor clients from various contact centres.

Mumbai Area, India

Lead the implementation team for two offshore processes in India delivering exceptional training, implementation approach, testing, organisational design and SLA adherence whilst managing c120 employees.

Bsc Hons, Business Management, 2:1 Bsc With Hons

Activities and Societies: Marketing, Accounting, Business Law, Economics, Psychology, Critical Path Analysis, Leisure and Tourism.

Gnvq & A'Level, Business Studies & Information Technology, Distinction & C

Gcse, 10 A-Cs

10 GCSEs