Gregor Mcpherson Email & Phone Number

Cambridge, Cambridgeshire, United Kingdom

UK / International

Independent management consultancy specialising in innovation, business solution architecture & transformational project services. Client engagements include:MIND TOOLS (UK / ANZ) – Engaged to support the business through the migration from a pre-existing regional reseller arrangement to direct client relationships and local market presence in ANZ. Provide.

Working as part of a team of HiveMind management consultants to design, develop and deliver a comprehensive business diagnostics capability and associated consulting services. My development focus as a specialisation within HiveMind is innovation though I, and the network will work with clients in the arenas of business architecture, digital.

UK

Responsible for governance and strategic alignment of the largest learning managed service contract in Europe, providing learning and development services for c. 450,000 UK and overseas based Civil Servants. Programme service portfolio includes QA and continuous improvement of over 600 standing products, and procurement and delivery of several hundred.

Responsible for the design, and implementation of a leadership programme for the Audi UK network estate across the UK and Northern Ireland. Facilitate and manage the identification, procurement and supply of bespoke development activities for each of the 100+ participants according to their individual goals and aspirations. Services range from consultancy.

Felixstowe

Management and strategic alignment of a complex change programme led from a perspective of developing organisational capacity, efficiency and performance effectiveness. Primarily delivered through a range of coaching based development interventions aligned to support and ensure the achievement of a range of strategic business initiatives by existing.

Responsible within Capita Learning and Development for delivery of outsourced services to both public and large private sector organisations. Outsourced services range from preferred supplier agreements and bespoke development projects, through managed procurement and sole supplier services to strategic partnerships offering bespoke fully managed L&D.

Responsible for the successful management and the on-time, within-budget delivery of all Census training services by Capita. This position covered all aspects of the project and included design, development and delivery of all training materials and infrastructure, supplier selection and management, and documentation and procedures ranging from training.

Turned around failing business operation through focus on customer service, IT, and change program delivery. Reporting to the partnership board, led a workforce of 70 employees encompassing Customer Service, IT, Production, Research, Translation, Sales, and Finance departments. Built and managed a multi-national, multi-lingual team covering all active.

Retaining responsibilities from previous position, directed commercial operations for training event delivery and customer service throughout Europe. Aligned business processes across departments to enhance consistency of client experience. Negotiated new supplier contracts, reducing costs and risk whilst supporting excellent service delivery. Reviewed.

Led customer service operations, setting strategy, identifying tactics and managing operations. Successfully expanded operations into Europe and delivered sales growth of 80% through a period of economic slowdown by building a high performance team and improving business processes and procedures. Consistently increased revenue despite challenging economic.

Led reorganisation of Customer Interaction Centre on a short-term contract basis to retool for rapid growth. Prepared staff for SAP implementation and managed operations for a centre responding to approximately 11M inquiries annually as well as new outbound sales call functions. Conducted profitability analyses and provided leadership on business.

Led formation and operation of an inbound call centre comprised of 350 agents and 26 team leaders working in shifts. Managed team performance, setting objectives and monitoring progress to ensure all key performance indicators and service level agreements were met. Developed employee leadership potential, training a Team Leader who eventually assumed.

Played key role in establishing department and oversaw daily operations. Proactively resolved escalated customer complaints. Managed employee performance, providing motivation and coaching via group and one-on-one meetings and offering appraisals and career development opportunities. Received 2 promotions within 2 years due to outstanding performance.

Mba, Business, Management, Economics, Strategy

Distinction awarded for dissertation research identifying a correlation between MBTI type and Psychological Contract expectations

Dms, Diploma In Management Studies

Bsc, Psychology, Business

Psychology degree with auxiliary courses undertaken in management studies, philosophy, and computer science.