David Billing Email & Phone Number

Midlands

Available for all relevant work be it part-time, temporary or contract work.

Coventry, United Kingdom

Responsible for Central Operational Management of circa 100 FTE covering disciplines ranging from Operating Model, Build Design and Run for Resource/Demand Planning, Delivery, Governance & Control, Learning & Development, Financial & Operational Planning & Delivery.

Global

Global Strategy and Performance R&D responsibility for Customer Complaint Management, Regulatory Compliance/Assurance and Customer Root Cause Analysis. Specifically the setting and reviews of each Business Unit and associated In-country Strategies, Operating and Performance Plans, scale covering 13 countries over 4 continents.

Barclaycard Uk Sites

As Strategy & Performance Manager, responsible for development and mobilisation of Barclaycard Quality Assurance Strategy and Target Operating Models. Includes the review and development of new business practice to drive efficiencies, introduce new services and maximise returns in enhanced agent performance and customer experience.

Responsible for supporting the Board in the development and execution of Business Strategies, Operating and Performance Plans that maximise value to our Shareholders, Customers, Colleagues and Community.

Development and alignment of Operational Medium and short term plans to deliver Commercial investment /change agenda and Operational strategic initiatives. Translation of commercial plans into operational resourcing plans for both front and back office activities both internally and externally with 3rd Party suppliers.

Responsible to Director for Research & Development across Barclays Contact Centres, Internet, and ATM channels. Key activities include:-- Internal Consultant for development of business performance insight and solutions- Relationship development with industry experts and thought leaders- Development of insights and solutions for Customer and Employee satisfaction- Development of Competitor benchmarking and analysis to shape future business strategy/plans.

Responsible to Director for Performance Management of Barclays 7000 seat Contact Centres across 9 UK sites. Core responsibilities include:-- Contact Centre Planning & Forecasting- Supplier Management of IT providers- Investment/project appraisal and Benefit management- Management Information Strategy and Delivery- Customer Satisfaction framework- Teamleadership, coaching and development- Organisational Development

Responsible to the “Global Operations Director” for the development of global field operations and services. Key activities include:-- Lead and coach virtual global teams to implement improvement initiatives- Identify, analyse and recommend business improvement opportunities- Develop and enhance CRM solution across the operations- Established cross functional and cultural change management teams- Designed and implemented 24x7 support service to secure a £1.7M contract- Developed new service offerings to increase revenue generation- Review and overhauled organisational change management procedures

Seconded to Lombard Finance Leasing to evaluate provision of Desktop leasing strategy across the NatWest Group.Liaised with Senior Executives across SBUs to evaluate current level of leasing and ascertain projected levels of leasing activity/fit with respective business sourcing strategies in order to give recommendations on future viability of desktop leasing across the NatWest Group.

Responsible for provision of £35M IT portfolio to Corporate Banking Services. Management and review of service performance and project delivery. Acted as point of escalation for major incidents and IT issues.

Varying IT management roles covering1. Account Manager - Corporate and Lombard Leasing2. Business Performance Manager - Strategy, Planning, BBS3. Quality Manager - ISO9000, EQA4. Project/Programmes Manager - Business re-engineering5. Systems Technician6. Operations Analyst7. Systems Operator

Mba - Management, Business

Diploma, Professional Coaching

Diploma, Personal Coaching

Mba In Business Administration, Diploma - Business Management

Master'S Degree, Nvq4 - Management

Engineering - Onc

O' Level, Maths, English, History, Accounting, Physics, Chemistry, Community Studies, Art, Geography, Biology