Kevin Lambie Email & Phone Number

London , Gb

Glasgow, Scotland, Gb

Positive Edge Ltd is a business focussed on helping organisations deliver against their Customer, commercial and cultural challenges. Working with our clients we encourage alternative thinking in order to identify the root-cause of organisational problems, and co-develop a programme to deliver the required business transformation.

95877 Bezons, Fr

Leading the creation, establishment, and deployment of a start-up business transformation consulting group. I manage a global portfolio of financial services clients and focus on adding value by transforming end to end Customer journeys. I am responsible for engaging with c-suite executives and leading discussions to identify opportunities that my team and I then design and deliver upon. I deploy Lean Agile and a variety of other improvement methodologies s to create tangible benefit and generate income for the consultancy practice.

95877 Bezons, Fr

Led a team of improvement experts to deliver customer experience focussed transformational change across public and private sector financial service businesses in Northern Europe. Focussed on delivering high impact, low-cost Customer journey improvements that deliver commercial gain across the life of the outsourced contracts. Benefits delivered included the creation of 7.5 million minutes of capacity and £10m savings in Operations, and the accreditation of 125 Lean experts. Delivered a Salesforce deployment across a team of 1600 to provide capacity insight. Implemented an Operational Excellence program in a Pension and Protection business.

Dublin, Dublin, Ie

Managed the scoping, development and delivery of a Microsoft Dynamics CRM system for a new-start energy retailer. Coached a project team to deliver under intense deadlines using a Commitment Based Management approach.

Edinburgh, Gb

Leading a senior management team to create a strategy and roadmap for organisational transformation, strategic planning and Leadership development. Coaching a team of Analysts to improve quality of business change, project delivery and stakeholder management. Key deliverables include: Leading a project to recover and oversee GDPR implementation, creation of a business case to deliver a modernised Committee management system, development of MI to improve control of the IT incident management process, shaping a PMO maturity model to improve portfolio tracking and governance, and accelerating the mobilisation of a Sharepoint Online migration in order to reduce support costs.

Stirling, Scotland, Gb

Led a corporate team to develop an agreed Vision and Strategy for Customer service across the Council. Developed a business strategy to enable digital channel shift and improve end to end Customer service. Conducted a cross-Council performance review of the Customer Contact-centre, Housing Repair, Housing allocation, and Household waste processes. Programme deliverables include the specification of a new CRM system, a website redesign, creation of a SixSigma process transformation programme, and accelerating the delivery of an innovative customer service data solution in alliance with the Scottish Government - CivTech.

Perth, Perthshire, Gb

Led and coached a large team of change professionals to deliver customer transformation across four customer contact centres of excellence. Through a Customer focussed improvement method £1m of benefit was secured within six months. Step change projects included: The introduction of a digital web service for existing customer contact and online servicing, the radical transformation of the telephony contact approach to existing energy customers, and the end to end redesign of agent conversation scripting. Through successful engagement with front-line staff, executive level management, and the legal/compliance department, significant strides were delivered in improving customer service while creating fte capacity in the call centre and reducing business cost.

London, Gb

Led significant and sustainable end to end business improvement projects through the application and embedding of a profitable and Customer/Client focused change framework (Systems Thinking). Focus areas included: improving the shared services IT project delivery process, remodeling working practices with external service providers, redesigning the motor accident and injury claims process in the UK and Ireland, and the re-engineering of the onshore/offshore sales and service function. Notable deliveries included transforming the way the Aviva Healthcare business dealt with Private Medical Insurance customers, saving £2.5m for the business. I also led the redesign of the Aviva Life pensions business in order to facilitate an increase on assets under management from £7bn to£10bn.

London, Gb

Initiated and led the roll-out, embedding and delivery of a programme of business improvement projects in an injury claims unit. Responsible for managing the collaborative effort of 600 individuals across functional teams in order to maximise business benefit. Major deliveries included: the provision of an online notification system to decrease the time to initiate an insurance claim; a radical redesign of the motor injury process to meet a legislative demand; identification, and the reform and transition of non-core functions to outsourced teams. I also established a 5 year ‘change’ strategy for the Executive team.

Gogarburn, Gb

Responsible for developing and programme managing a portfolio of complex, cross-divisional projects while leading and coaching a large project team. Achievements included the delivery of projects to reduce exposure to risk and fraud; and transformation of manual customer processes to radical online solutions. Recognising project management skills gaps in the department I conceived and developed a modular training programme to enhance individual capability amongst the project manager population.

Gogarburn, Gb

Accountable for the identification and delivery of essential business improvements using SixSigma rigour. Successes included the delivery of a new process for selling loans that provided an additional £8m income per annum and offered an improved customer experience. I also coached and supervised Blackbelt and Greenbelt project managers to better deliver their own business improvement project portfolios.

Glasgow, Scotland, Gb

Responsible for delivering critical business improvements within explicit financial constraints and deadlines. Generated £800k of robust annualised benefit by improving telephony processes, and redesigning the energy billing system. Stakeholder management, precise financial accounting, and vigilant programme planning ensured delivery of on-time projects. I embedded a new change culture by delivering training courses, coaching Greenbelts and Yellowbelts, and communicating key successes to senior managers.

Glasgow, Scotland, Gb

Managed the design and delivery of cutting edge IT solutions for field based engineers. Responsibilities included: Budgetary control, management of a large project team, delivery of project objectives to tight deadlines, control of internal and external contractors, steering group governance, senior management engagement, risk and dependency management, change control and project planning.

Glasgow, Scotland, Gb

Responsibilities included: UK-wide management of operational expenditure for telecomms functions, full technical responsibility for security at economically critical substations, management and control of internal and external contractors, development of radio tower assets, and analysis of convergence technologies within telecomms and IT

Glasgow, Scotland, Gb

Glasgow, Scotland, Gb

Cba, Business Administration

Beng (Hons), Computer & Electronic Systems