Instigating the transformation programme across all aspects of the business to facilitate growth expansion and maximise profitability.FTE from 130 to 350 during tenure.Direct responsibility for all aspects of Operational sales operations .Turnover £6mil to £18mil during tenure

Led Multi site customer contact centres and back office services in excess of 1500 FTE (Republic of Ireland,UK,Poland) .Contracts included Irish Water, Board Gais Energy (Centrica, Vodafone, Renta car and governmental contracts. Responsible for budgetary control exceeding c.€18.5m together with leading all aspects of the business to ensure growth and profitability targets were met. This was achieved by leading all functions through a structured business transformation… Show more Led Multi site customer contact centres and back office services in excess of 1500 FTE (Republic of Ireland,UK,Poland) .Contracts included Irish Water, Board Gais Energy (Centrica, Vodafone, Renta car and governmental contracts. Responsible for budgetary control exceeding c.€18.5m together with leading all aspects of the business to ensure growth and profitability targets were met. This was achieved by leading all functions through a structured business transformation programme.Result• • Full accountability for P&L exceeding €18.5m • Increased revenue in excess of €8.5m per annum profitability by in excess of €1m per annum. • Led Capita Ireland’s €3m business transformation programme which resulted in:• Delivered business transformation plan within budget of €3m and timeline of 6 months.• Increase of profitability of c 10% or in excess of €1m per annum.• Overall business cost reduction of in excess of €750k. • Increased operational performance by in excess of 33% or £1m per month • Employee engagement program was a factor in decreasing attrition by c.15% pa to c.6%p.a. • Increased customer experience by c.35% improvement in CSAT scores and NPAS by 240%Devised Business Credit PolicyWorking individually with Executive Teams and Heads of Department from 32 High Street banking institutions, implemented project teams and working parties to devise high performing and regulatory compliant operational policies. Result: • Increased payment sustainability to in excess of 85%• Increase in customer self-serve of in excess of 35%• Decrease in cost per serve of c. 45%• Reduction in operational costs of in excess of 10%Operational Strategy to improve Customer ExperienceI oversaw and led the introduction of “digital self serve” strategies for the customer base.Result: • Reduced customer journey touch-points by c.35%• Improved CSAT scores of by c.35% • Improved NPAS of by 240%.• Increased first time resolution by c.30% . Show less

Led Multi Site Contact Centre Operation UK c.1250 FTEResponsible for budgetary control exceeding c.£15m together with leading all aspects of the business to ensure growth and profitability targets were met.Business Transformation ProgrammeResult:• Delivered business transformation plan within budget of £2m and timeline of 3 months.• Increase in annual revenue of in excess of £10m per annum.• Increase of profitability of c 9% or in excess of £1.8m.• Overall business… Show more Led Multi Site Contact Centre Operation UK c.1250 FTEResponsible for budgetary control exceeding c.£15m together with leading all aspects of the business to ensure growth and profitability targets were met.Business Transformation ProgrammeResult:• Delivered business transformation plan within budget of £2m and timeline of 3 months.• Increase in annual revenue of in excess of £10m per annum.• Increase of profitability of c 9% or in excess of £1.8m.• Overall business cost reduction of in excess of £700k. • Increase in operational performance of c.30% • Employee engagement program decreased attrition by c.11% pa to a consistent c.7%p.a. Deliver Credit Policy supported by High Performing Operational FunctionalityWorking individually with Executive Teams and Heads of Department from 32 High Street banking institutions, implemented project teams and working parties to devise high performing and regulatory compliant operational policies. Result: • Increased revenue by in excess of £10 mil p.a.• Increased payment sustainability to in excess of 85%• Increase in customer self-serve of in excess of 35%• Decrease in cost per serve of c. 45%• Reduction in operational costs of in excess of 10%Operational Strategy to improve Customer ExperienceI oversaw and led the introduction of “digital first” strategies for the customer base, which overhauled the existing technology by allowing the customer to seamlessly interact with the business Result: • Reduced customer journey touchpoints by c.25%• Improved CSAT scores of by c.45% • Improved NPAS of by 140%.• Increased first time resolution by c.20% • Increased collections by at least £600k per month year on year• Contributed to increased revenue of c.£10mil per annum within collections functions. • Contributory factor in reducing Operational staffing costs by at least £700k.per annum Show less

Accountable for all aspects of P&L as BPO within both the utility sectors and financial services with a turnover of c.£16mil. Responsible for c.1000 employees within multi- channel call centre, back office support functions and field-based employees. Business development and client services were an integral aspect of the role incorporating performance reviews, client auditing and acquisition of new business. All aspects of customer service and collections within residential and business… Show more Accountable for all aspects of P&L as BPO within both the utility sectors and financial services with a turnover of c.£16mil. Responsible for c.1000 employees within multi- channel call centre, back office support functions and field-based employees. Business development and client services were an integral aspect of the role incorporating performance reviews, client auditing and acquisition of new business. All aspects of customer service and collections within residential and business accounts were encompassed within the service offering. Led Multi Site Contact Centre and Field Services Operation UK c.500 FTE• Increased collection revenue in excess of £8m• Increased profit in excess of c.15% or c.£1mil per annum. Business Transformation to Maximise Operational Performance• Delivered business transformation plan within budget of £2m and timeline of 12 months.• Increase of profitability of c 12% or in excess of £1.5m.• Overall business cost reduction of in excess of 60% or £1m. • Increase in operational performance of c.30% • Employee engagement program decreased attrition by c.20% pa to a consistent c.11% Show less

Head of Collection operations for npower. FTE c.1500Incorporated in role was all customer service, sales metering and customer take on.