Ian Morris Email and Phone Number

Enterprise Architecture is responsible for engaging customers to design solutions and programs of work spanning the full set of Oracle solutions, while working at strategic levels in Oracle's customers in order to help achieve their goals and enable business transformation. Ian and his team are cross line of business resources engaged primarily in the Key Accounts.

Group General Manager, Chatswood and Sunshine Coast Centres. Lead over 300 staff across 2 Centres (plus Philippines) with 4 major clients providing both inbound and outbound services including customer Service, tech support, billing, collections and sales.Instill Open Book Management (OBM) techniques, philosophy and core processes to drive profitability, growth, retention and customer/staff/client satisfaction.Sales & Service KPIs and full P&L. accountability.

Senior Call Centre Consultant (Contract)Facilitate communication between IT and Business Stakeholder group to gain endorsement of Telephony Rationalization Project – Major Four BankAddress major call Centres performance issues in a leading Medical Consumables Manufacturer, in-house call Centres following JD Edwards upgrade.Achieved a 70% reduction in abandoned calls and a 51% improvement in Service Level in two months. Implemented Contact Centres Planning Discipline… Show more Senior Call Centre Consultant (Contract)Facilitate communication between IT and Business Stakeholder group to gain endorsement of Telephony Rationalization Project – Major Four BankAddress major call Centres performance issues in a leading Medical Consumables Manufacturer, in-house call Centres following JD Edwards upgrade.Achieved a 70% reduction in abandoned calls and a 51% improvement in Service Level in two months. Implemented Contact Centres Planning Discipline including fact based forecasting and scheduling of staff. Introduction of improved techniques at all levels through roll out of training, active use of revised metrics, reports and real time monitoring, coaching and mentoring Management and Staff. At Major bank, successfully achieved endorsement by Business Stakeholders of the Telephony rationalization and upgrade plan. Show less

2007 Senior Director Applications Sales Consulting APAC (All Applications)2006 Director FMS (Financials) Applications Sales Consulting APAC2003 Director CRM Applications Sales Consulting APAC Lead over 300 staff across 14 countries, supporting sales teams selling over 250 distinct and complex business applications. Traveling 6 months a year meeting staff & clients across the region.Continuously evolve/improve Asia-Pacific infrastructure and support systems Regional… Show more 2007 Senior Director Applications Sales Consulting APAC (All Applications)2006 Director FMS (Financials) Applications Sales Consulting APAC2003 Director CRM Applications Sales Consulting APAC Lead over 300 staff across 14 countries, supporting sales teams selling over 250 distinct and complex business applications. Traveling 6 months a year meeting staff & clients across the region.Continuously evolve/improve Asia-Pacific infrastructure and support systems Regional sales, marketing, and customer support.Sales revenue achievement and P/L. Grew revenue of immature CRM product over 3 years from US$4M to US$21M. Successfully supported Industry based sales teams including Communications & Hi Tech, Manufacturing & Retail, Financial Services, with total application revenues growing from US$35M to US$190M over 5 years.Built Strong Local teams across Asia Pacific; and New Zealand.Managed through 42 mergers and acquisitions in 48 months, including Peoplesoft, Siebel, and Hyperion.; over page); 03 Show less

Lead implementation of a US$33M Bank wide CRM program including people, process, technology and data transformation Upgrade and manage 250 seat Call CentreEstablished and implemented DBS call Centre Transformation Strategy, including modernization and expansion of 250 seat call centreWon Singapore Best Call Centre Award, 2002Successfully completed program implementation on time and within budget,

All Sydney Call Centre Operations, HR, and Training. , >500 staff.Quality Assurance, Forecasting and Scheduling functions, for 5 centres incl; Hour Operation of multiple Helpdesks, service and sales lines, loyalty programs and International Emergency Assistance Services. Establish and manage a training department (then Access 24, prior to acquisition).Key contributor to 60% YOY growth from 70 staff to 1100 in 5 years.Established state of the art Call Centre QA, Forecasting… Show more All Sydney Call Centre Operations, HR, and Training. , >500 staff.Quality Assurance, Forecasting and Scheduling functions, for 5 centres incl; Hour Operation of multiple Helpdesks, service and sales lines, loyalty programs and International Emergency Assistance Services. Establish and manage a training department (then Access 24, prior to acquisition).Key contributor to 60% YOY growth from 70 staff to 1100 in 5 years.Established state of the art Call Centre QA, Forecasting and Scheduling processes for TeleTech APAC centres. Established Training Dept. delivering technical, management, sales and service training for Call Centres, and Support Departments Installed comprehensive management and performance reporting, including Balanced Scorecard & IS09002. Managed Site in Glasgow, Scotland, as a temporary assignment. Show less

 Responsible for Marketing, Sales, Design and personally delivering over 300 training programs covering Customer Service, Leadership, Team Building, Change Mgt, Problem Solving, Personal Development and Communication