Herbie Cheema Email & Phone Number

Leeds, Leeds, United Kingdom

Middlesex, England, Gb

Bristol, England, Gb

Hired to lead mortgage services operations and develop operational strategies, delivering key service outcomes and experiences for customers. With five direct reports, I manage operational delivery across 26 clients with a portfolio size of over £56B across six locations in the England, Ireland and India. A certified SMCR (Senior Managers and Certification regime), I drive transparency and clarity while ensuring greater individual accountability. I manage a budget of £1.3M and have successfully achieved “A Grade” audit for operations in 2018 and 2019. Key Achievements: ✓ Responded to challenges from COVID-19 pandemic, implementing innovative self-serve options and payment holidays for customers and expediting IT requirements to ensure an uninterrupted customer journey ✓ Implemented training for staff to empathise and understand our customers’ mind set, strategically aligning and matching demographics of customers with appropriate agents ✓ Mobilised blended homeworking and office-based strategy across operations and ramp up of resource through customer centric Robotic Process Automation (RPA) to tackle spikes in demand due to COVID-19, mobilising 98% of the workforce and ensuring the safety and wellbeing of all staff ✓ Grew teams and functions to respond to business needs, developed a new customer service function in Northern Ireland to support a new business contract involving a 140 people over a four-month period ✓ Successfully delivered an extended offshore service function in India and secured a further 60 FTEs for future growth ✓ Developed a senior operational leadership team to design and deliver the strategic vision for operations and achieved improvements on quality output metrics by 22% over the last two years ✓ Executed implementation of several key business initiatives to sustain and future proof the business, including digitisation, RPA activities and process improvements ✓ Delivered the operational migration to a single platform

Bromley, Kent, Gb

Promoted to National Performance and Relationship Manager, delivering improvements in the customer journey and operational performance through accurate analysis and implementation of performance improvement initiatives. I led a team of managers and analysts and collaborated with centre managers across the country to achieve and exceed all operational metrics including people, trading and call handling. I was also accountable for sponsoring and leading national improvement plans, delivering against operational and business strategies. Key Achievements✓ Improved Call to Sale by 6.5% across the commercial insurance business in 2012 ✓ Achieved £1.8M cost saving during 2013 through development of a new operating model and delivery plan for commercial operations ✓ Increased customer retention rates from 75% to 86% over a 12 months period ✓ Identified and closed seven significant operational and business risks together with deployment of relevant control mechanisms to mitigate against future risks ✓ Added focus to key areas of challenge by implementing a single view of national performance

Bromley, Kent, Gb

Led implementation of change and change delivery teams across the telephony trade, accepting full ownership of sales and service footprint programme. This was a significant change programme delivering a huge reduction on operating ratio through site closures and people reductions. I ensured that both the business and people were at the heart of the key decisions during this challenging time and cultured a robust relationship with senior management teams to enable delivery of the programme to budget and within time restrictions. Key Achievements✓ Supported Director of Sales and Services with the difficult message relating to site closures and developed subject matter expertise of the redundancy legal process ✓ Facilitated over 85% of employees in securing alternative roles in Nottingham, Peterburg, Glasgow, Croydon and Bromley ✓ Presented several sensitive business cases to Employee Representative Body and handled subsequent challenges

Bromley, Kent, Gb

As Opal Project Manager for Sales and Services and Sales Manager, I led customer service excellence and ensured key deliverables and objectives including customer, income, efficiency, effectiveness and people, monitoring performance aligned with FSA regulations and specifically focusing on fair customer treatment. I was also accountable for managing day to day BAU relationship with Tesco bank for sales, service sales, retention, claims and non-telephony on a weekly/daily basis, reporting on and implementing plans for recovery for underperformance and ensuring RBS insurance met contractual obligations. Key Achievement ✓ Led an underperforming team to deliver ‘best in class’ performance and improved audit performance for site from 46% to best nationally at 92%

Bromley, Kent, Gb

Leading a team of 12 sales Team leaders with circa 130 FTE who sold multiple insurance products and brands directly to customers.This role formed part of my long-term development as I had previously only worked in one site that had a relatively simple mix of products and brands. I moved around multiple locations around the country to take on the challenge of improving 'mixed' performance within the current structure. During the first 4 months the team went from being viewed as under performing through to being `Best in class’ on the site and nationally across several metrics.In June of 2007, I was a key driver in creating Doncaster Tesco branded operations in conjunction with the partner and its success drove increased revenue and customer satisfaction.