Solutions Capability Lead within our People & Insights team.Designing and implementing sustainable and people centred business solutions

Two great projects in the second half of the year. Firstly worked on our Customer Experience Proposition for local authority contact and service centres, bringing together our experience and skills in citizen centred design of services and digital engagement and now Solution Lead for our London Cycle Hire bid.

Delighted to be back at Serco working as a Principal Consultant in the Programmes and Transitions service line within Serco Consulting.

Worked with Cambridge University Press, helping them develop a Programme Blueprint and Benefits Management Plan for a major online marketing programme, and undertaking strategic analysis on E-Commerce and E-Sample functions.Project and Programme Management, Business Analysis, Process Improvement and Change Management.

I headed the Operations Work Stream on the due diligence exercise for the acquisition by Serco of The Listening Company, one of the UK’s largest outsourced contact centres. The due diligence involved the detailed examination of the operational capability, including the operational performance, application stack, process efficiency and agent management practices of the company in a £50m acquisition.After the successful acquisition of The Listening Company I worked as part of a cross functional team to complete the successful transition of The Listening Company into Serco and to deliver operational benefits of circa £1.2m in year one through process, system and people improvements. My particular emphasis on the change programme was leading the integration of an industry leading Workforce Management Solution from Genesys into The Listening Company and supporting the completion of the transition and transformation programme.

Managed a portfolio of projects in a complex technical and political environment, with a budget in excess of £2.5m. The assignment covered all aspects of the set up of the contact centre for the Barclays Cycle Hire scheme.After working as part of the bid team for the Cycle Hire contract I worked as the senior project manager responsible for setting up the contact centre to support the Barclays Cycle Hire scheme.I was responsible for the delivery of the full range of people, process and technology for a PCI-DSS compliant contact centre. This covered sourcing the property to overseeing the fit out and procurement of all fixtures and fittings, defining the processes and getting them documented and approved, working closely with the HR teams for the recruitment of all agent and management positions in the contact centre and making sure the staff were security cleared and trained in time for the service go live. A key part of the engagement was setting the requirements and testing the application stack that was required in the contact centre and also being responsible for the delivery of the reporting suite used to manage the scheme.It was a real privilege to work as part of a great team on such a high profile programme that has become part of the fabric of London.

Responsible for the management of ICT and Facilities services delivery to 120 staff with a budget in excess of £3 million. Managed seamlessly a large scale office move of over 50 staff through full project life cycle from business case, implementation and post review, which included sitting on the Project Board for the move which covered 3 contracts and 250 staff.Worked closely with a team of service providers to turnaround an underperforming service to ensure service levels and budget commitments were meet. Managed and delivered significant IT cost savings within the grant agreement of approx £800k circa 20% saving whilst maintaining and strengthening senior relationships with service providers. Supported a series of business cases in line with BLIL property portfolio releasing approx £250k saving within the year. Contributed to several bid submissions from Pre-Qualification through to full bid, including the bid for the contact centre, data centre and CRM and reporting solution for the Barclays Cycle Hire scheme.