Pass on your skills Operational Delivery LeadResponsibilitiesShort term contract to facilitate:-The introduction of Service Management principles and formalise the existing relationship with the two major suppliersIntroduce relevant LA's and KPI'sReview existing processes and introduce a culture of change and improvement activityRe-negotiate existing supplier contractsSuccessesRe-structured main supplier contract delivering £75k in savings between Dec 09… Show more Pass on your skills Operational Delivery LeadResponsibilitiesShort term contract to facilitate:-The introduction of Service Management principles and formalise the existing relationship with the two major suppliersIntroduce relevant LA's and KPI'sReview existing processes and introduce a culture of change and improvement activityRe-negotiate existing supplier contractsSuccessesRe-structured main supplier contract delivering £75k in savings between Dec 09 and end of programme in March 2010Introduced Service Review structure, including defining key Service levelsFormalised relationship into Supplier/Customer formatIncreased performance by 400% in 2 monthsObtained £20k refund on previous costs from secondary supplier through analysis of previous invoicesLed on new contract specifications, regarding end of programme analysis Show less

Manage all Post Office Limited contact (POL) centre contracts with a value in excess of £50 million per annumDirect operational lead on all internal POL desks, including budget responsibility (originally £13.6m per annum)Communication on performance and budgets to key stakeholders up to Director levelLead on all change activity within contact centre environmentIncrease sales across all relevant desksLead on review of all new tenders from an operational… Show more Manage all Post Office Limited contact (POL) centre contracts with a value in excess of £50 million per annumDirect operational lead on all internal POL desks, including budget responsibility (originally £13.6m per annum)Communication on performance and budgets to key stakeholders up to Director levelLead on all change activity within contact centre environmentIncrease sales across all relevant desksLead on review of all new tenders from an operational perspectiveSuccessesReduced internal desk costs from £13.6m to £5.6m with no impact on service deliveryIntroduced sales referral activity to POL generic Helpdesk, producing £1.2m sales in first yearWorked with BT Wholesale to establish new service centre for Post Office Homephone product (approx 700FTE)Integral part of review team regarding new Card Account contract - estimated value £300mResponsible for Contact Centre performance and support during rollout of 12 000 PaystationsIntroduced 'Road Testing' concept, working as an internal consultant across Royal Mail Group, initial success led to the establishment of a new team to continue work as Business as Usual Show less

Customer service across all POL channels with the exception of the Branch NetworkMember of project team leading on introduction of Service Management framework in to Post Office LimitedReview of all new tenders including Travel Insurance and Directory EnquiriesManage performance of all external suppliers including Fujitsu, A& L, Prism, EDS etc.Develop continuous improvement ethos with external suppliers and internal key stakeholdersSuccessesIncreased Sales… Show more Customer service across all POL channels with the exception of the Branch NetworkMember of project team leading on introduction of Service Management framework in to Post Office LimitedReview of all new tenders including Travel Insurance and Directory EnquiriesManage performance of all external suppliers including Fujitsu, A& L, Prism, EDS etc.Develop continuous improvement ethos with external suppliers and internal key stakeholdersSuccessesIncreased Sales conversations on Travel Insurance from 22% to 60%Conducted 3 month review of Inkfish contract, resulting in a £2m reduction in bill to Post OfficeWorked with Fujitsu to develop Mean Time Between Failure model and incorporated the principle in contract, saving Post Office Limited £3m per annum.Performance Improvement plans established with all suppliersService management framework accepted as Business as usualLiaised with Government and EDs to re-define the Card Account customer journey Show less

Part of lead team tasked with introducing a National Helpline for 18 000 Post OfficesMeeting all SLA targetsLine management of 8 Team LeadersIntroducing individual performance targets for 100 FTE, including bonus structureSuccessesTwo tier Helpdesk established in partnership with FujitsuIntroduction of Work Force Management principles to Post Office LimitedEstablished forecasting model for all internal desksWorked with key stakeholders to introduce benefit… Show more Part of lead team tasked with introducing a National Helpline for 18 000 Post OfficesMeeting all SLA targetsLine management of 8 Team LeadersIntroducing individual performance targets for 100 FTE, including bonus structureSuccessesTwo tier Helpdesk established in partnership with FujitsuIntroduction of Work Force Management principles to Post Office LimitedEstablished forecasting model for all internal desksWorked with key stakeholders to introduce benefit book automation to 4 million customers Show less

Leading a team of 13, managing all Customer Complaints across Post Office Limited's North East RegionCo-ordinating all relevant parties in dealing with Burglary & Robbery incidentsOwnership of compensation budgetManagement of internal Post including budgetSuccessesDeveloped CRM system to enable analysis of complaintsIntroduced pro-active ethos to complaints to reduce overall number and increase customer satisfactionIntroduced no quibble compensation strategy… Show more Leading a team of 13, managing all Customer Complaints across Post Office Limited's North East RegionCo-ordinating all relevant parties in dealing with Burglary & Robbery incidentsOwnership of compensation budgetManagement of internal Post including budgetSuccessesDeveloped CRM system to enable analysis of complaintsIntroduced pro-active ethos to complaints to reduce overall number and increase customer satisfactionIntroduced no quibble compensation strategy for small claims, reducing costs and subsequently rolled out nationally . Show less