James Clyburn Email & Phone Number

Leading a team handling service strategy, reporting and insight, process improvement and project delivery. We improve cost efficiency and customer outcomes across Personal Banking, Business Banking, Payments and Disputes domains.

Managed service for Retail domain, informing service strategy, people deployment and continuous improvement.

Scaled scheduling function from ~500 to ~1000 internal and outsourced customer support staff. Owner of WFM tooling and product improvements and manager of time off processes.

Helped found and coordinate real-time service team, working across Ops to inform and deliver on priorities to hit service levels, adapt to intractable changes, report to stakeholders and manage major and critical incidents.

London, United Kingdom

Middlesbrough