Leading a highly successful EMEA wide multi-site team of 70+ people consisting of Service Support, Repair technicians, Order management, Technical Support, Training officers, Apprentice development, Change Managers and Business Analysts. Legal Director and member of the Key Leadership team reporting to the MD based in Switzerland.Part of the team which has developed and implemented a strategic plan for the business which has seen our market share in the UK reach 40% and our global business revenue grow by 50% in the last 5 years, with limited increase in our cost base and a ROS in excess of 20% every year.Overall responsibility for the fulfilment of EMEA wide service contracts, product repairs, customer orders, technical assistance (both call centre and site visits), international business development and all product and customer training to partners and end users.Full profit and loss responsibility managing a total budget in excess of £2.2m Led and sponsored numerous successful change projects covering business relocation, system implementation (telephony, SAP and CRM), business closures and acquisitions.Developed and project managed a whole company Training program on Delivering Service Excellence to our customers. 99% of our 450 employees have completed the program and overall levels of Customer satisfaction have increased.Successfully developed and delivered a global e-learning solution for our training department which moved our training prospectus from 100% classroom training to 70% classroom 30% e-learning within one year. This also enabled us to reach a wider population of end users, improving their knowledge and increasing their brand loyalty.Developed and delivered a new global FAQ technical database for our customers reducing the burden on Technical support and improving the level of service we are able to offer.

Leading multiple teams totalling 55 people consisting of Customer Service Advisors and Team Leaders providing exclusively BTC services.Responsible for the Contact Centre and all back office processing within the Bank.Completed recruitment, testing and selection process for over 100 bank employees.Organised and delivered staff training. Developed KPI measures and individual quality and productivity targets.Managed customer retention function within the Bank.Project managed a number of high profile system and product introduction projects.Developed new products/services and bespoke solutions for customers.Managed numerous external third party relationships at a senior level.Helped create a new and innovative values based culture in the organisation.Gained invaluable experience in managing difficult situations, including termination of contracts, redundancies, poor performance and excessive sickness.Effectively managed through the sale of the bank assets and its close down.Regularly deputised for Head of Operations and IT.Significantly contributed to the ongoing Bank strategy.Effectively managed P&L for both the Contact Centre and back office.Achieved over £250k of cost savings through business improvements in one year alone.Had responsibility for the co-ordination between the UK operation and Australian head office and travelled frequently between the two to share best practise.Bank Project Team Part of a team of 8 people that successfully built and launched a new telephone bank on time and within our £10m budget.Gained a detailed knowledge of all business operations and financesBuilt from new a Contact Centre and all back office operations.Developed strategy, policy and effective implementation plans to take AMP Bank to launch Successfully set-up clearing Bank interfaces and all related third party relationships. Received a prestigious award for outstanding contribution to the project.

HSBC Global Payments and Cash ManagementPresented cash management solutions at board level to FTSE 250 retail, media and financial services companies such as Kingfisher, Pearson, Norwich Union, DSG, Tesco and Prudential.Payments and cash management solutions expert.Produced tailored tender documents including areas such as cross border settlement, pooling and cash concentration, domestic cash management and Euro clearing proposals. Designed and delivered full day seminars to 100+ delegates from various industries covering new developments in the cash management market. Significant levels of business won from both new and existing customersManaged a small team of office based support personnel.Spent 2-3 days a week visiting large corporate customers around EMEA.Detailed analysis undertaken on cost income ratio of customer contracts. Was appointed as one of the youngest managers within HSBC Bank.Corporate and branch Banking: -Worked within two corporate Banking teams, covering customer service, credit analysis and daily telephone and face to face contact with Treasury teams.Undertook 3 years of extensive Leadership training through the bank's Management Development program.Worked for a number of years in clerical roles at HSBC branches, including face to face customer service, credit analysis of individuals and small businesses and collating management information and collections and arrears analysis.