John L. Thompson Email and Phone Number

Reporting to the EVP for Sales Enablement & Business Solutioning EMEA I am now accountable for the management of a team of Bid Managers & Solution Design Managers working remotely across EMEA who support the Regional BD group with RFI & RFP tenders. From qualification through solution design and proposal building the team is pivotal in the new business process, working closely with key stakeholders to understand client needs and requirements, then using Teleperformance capabilities & market USPs to create compelling solution submissions. This role has an exceptionally high focus on quality and attention to detail to ensure that proposals meet and exceed client expectations at all stages. Frequently overseeing multiple large scale, transformative and global digital services opportunities the role is exciting, varied and is a great opportunity for further developing my experience in the BPO industry. As well as the outward facing activity I am also responsible for the improvement of internal processes, working closely with peers from our team on a variety of projects and initiatives which drive continuous improvement. Finally I am of course constantly working with my team on their personal development, having daily conversations, providing coaching and direction with a view to ensuring they are meeting their immediate performance needs, as well as growing for their future.

As a Senior Sales Solution Architect within this UK based BPO I worked directly with Business Development, Pricing, IT, Operations and Specialist Department SME's to craft tailored BPO solutions to meet the needs of Clients who had invited us to participate in RFI, RFP and Contract Extensions. Clients were both public and private sector (a combination of UK and Global Brands) with contract values between £5-£50 million plus. An exciting role, rich in variety and scope for creativity, highly focused on designing transformational digital & people based contact solutions. This role required an attention to detail, focus on working at pace, and being able to bring large specialist teams from across the UK, South Africa, Poland and India along on the sales journey & solution strategy. Leading internal solutions governance for release approval, and then building the submissions & proposal documents for submission with BD Leads, often followed by proposal defence and client facing sessions to support pre-sales activity. No two solutions would be the same, however all included a combination of technologies (such as emerging AI & Contact Center tooling, and cloud technologies), people & roles, and optimising geographical delivery locations.

My team sat within the Customer Outcomes function, and was responsible for bringing the Voice of the Customer to life within the business. Between myself and the 7 Analysts who reported to me we provided in-depth analysis and created insights using Customer Demand, Complaints, TNPS, and Speech Analytics in a bid to continuously improve customer experience.Mostly working across operations, commercial, and digital areas we used data to tell the story of those issues which are most pressing customers on our various channels and the impact they have to volumes and journeys within the contact centres in Glasgow & Newcastle.Day to day activities:Providing direction and oversight for all team activitiesEnsuring output and focus aligns to strategic priorities Coaching and development of team membersIdentifying and tracking opportunities/benefits realisation

My key responsibility within this role was the Commercial oversight and management of two very different outsourced accounts; one the Direct B2B Sales & Service Operation of a globally recognised Insurer, and the other a London based charity who help people to gain access to vital funding, welfare support, and charitable grants across the UK.Working closely with both Vendor Managers, stakeholders from within both our businesses, and aided by my management team I provided direction and leadership of the operations within the outsourced partnership. This included accountability for KPI delivery, customer experience, budgetary control, and governance. Both clients operated in very different worlds, however the challenge of the opportunity and the wide variety of activities I was involved in made this a very exciting yet demanding role.

Working as a Project Manager within an outsourced environment gives you the opportunity to really test yourself on a wide range of Projects, from business change through bids/RFP support and large scale client change. It was during my time in this role that I gained my PRINCE2 qualification and used it to support my two primary projects:Outsourcer to Outsourcer TUPE transfer - Following a successful bid to increase Kura(CS) share of a Big 6 utility clients customer service offering I oversaw the People element of the programme to transfer the account from it's current provider into our stewardship and an element of our current offering moving to a new supplier. The TUPE involved around 300 staff, spread across centres in Glasgow, Forres, Liverpool. The project was managed and delivered on time against the backdrop of tight contract restraints(when are they not tight, actually?), delicate supplier relationships, and Colleagues anxious about what the change would mean to them personally. Lots of miles, lots of late nights but a great 9 months of experienceEstablishing CSAT - Here I worked with a Fire & Security client to drive the design and launch of CSAT as a strategic focus across their 21 UK Operational sites. Within the project we designed and mapped the approach and solutions, built a bespoke reporting suite, dashboard and processes, launched a new outbound dialling service from within their existing headcount, and trained staff across the UK in the service's remit. I worked closely with the Director of Customer Service to agree scope, risks, budget overviews, and communicate progress

This 18 month role allowed me to work front and centre alongside senior colleagues and stakeholders to bring an exciting test & learn propostion to life within the UK B2B insurance market. Our client, a leading brand within the US markets (traded on NYSE), was venturing into the direct UK market and had chosen Kura (CS) as their partner for the programme. Our solution included both inbound and outbound sales, alongside web and email channels and I worked closely across both organisations to design and implement all contact centre processes from the ground up. Extensive process design, mapping and testing was completed before launch, and was backed up by comprehensive governance, a hand picked team, and strong relationships. To date this is one of the most memorable projects I have been a part of.

My time as Transition Manager for Kura gave me the opportunity to lead the transition of our Hiscox account from outsourced operation to direct in house solution within Hiscox new customer built premises in York. My primary focus was the oversight and coordination of the programme of activities to transfer operations, IT services, and TUPE workstreams whilst supporting the Operation to maintain service delivery. This role required closely managing the project plan, working closely with inhouse and client stakeholders to ensure progress to plan, and taking direction from Kura Leadership who operated at the sponsorship and director level.

Moving from CI Manager to Client Relationship Manager was a step up to a new level of responsibility, reporting directly to the Director of Commercial and accountable for the commercial performance of an outsoured B2B Insurance account. Working closely with the Senior Operations Manager within our Business and the Vendor Relationship Manager from Hiscox side I was the conduit for support, contract management, scorecard oversight and management, and continuous improvement on a 50fte account.

As CI Manager within an outsourced insurance B2B sales & service account I was accountable for designing and executing a CI strategy which had three key objectives at it's core:1. Implement a web chat solution which allowed customers to remain on their channel of choice for the full quote and buy journey2. Design and implement a web drop out oriented outbound sales solution3. Improved reporting and MI capability within the operation to support performance & KPI managementThis was an exciting role, acting as solutions lead within a PRINCE2 structured project and reporting to the Client Relationship Manager and Head of Continuous Improvement on progress, barriers and successes.