Driving minibuses and assisting the elderly or infirm passengers, including wheelchair users, to pre-defined destinations.

Responsible for the delivery of best in class operational and shared services to ADP clients and internal customers.

ADP is a triple A rated US Corporation, employing 42,000 employees, with their primary business in Payroll bureau services. Their Car Dealer Management Systems division employs around 6,000 people, across the US, Europe and Asia with the UK being the largest operation in Europe.Key Responsibilities & Achievements:•The strategic direction of all support operations across EMEA and Asia.•The integration of support operations to the go-forward support systems, including development of critical software gaps, new interfaces, data migration, training, user documentation and supporting processes and procedures. These common tools were essential to improve consistency of service delivery and brought about greater synergy and efficiency, through call routing and escalation processes.•Developed and implemented common metrics and Key Performance Indicators to be able to measure and manage effectively and consistently across the business. Openly published results internally which improve focus and performance and which improved customer relationships.•Implemented objectives for performance management to enable the tracking and management of global and country specific targets and initiatives that were closely aligned to business plans and personal and financial objectives, for a cohesive approach to improvement goals that have a direct positive impact for customers or improve profit margin.

Kerridge was a privately owned company that developed a computerised car dealership management system in the early 1980’s and grew the business to achieve around 50% market penetration in the UK, as well as organic expansion in other countries. The owners sold the business, with approximately 1.300 staff, to ADP, at the end of 2005.Key Responsibilities & Achievements:•Head of the UK Support Operation, including expansion plans for Support operations into Europe and development of the strategic direction of all support operations.•Managed and lead a team of 100 support staff. UK Support revenues grew at over 25% per annum, between 1998 and 2002 with staff numbers increasing from 30 to over 100. Achieved consistently high service levels during a very demanding period.•Set global standards to facilitate a clear understanding of the service levels and to set objectives to improve performance, quality, customer service and retention.•Designed and implemented common ‘best practice’ processes and procedures to ensure consistency of service delivery across all operations, which is critical to cross-border Car Manufacturer satisfaction. Reflected by consistent positive customer feedback and annual Customer Service Indices improvements.•Introduced a strategic service level agreement (SLA) for Mercedes-Benz globally, managed through monthly statistics publication and performance review process. 8 years of consistently high achievement against the SLA was highly regarded by MB as a significant contributor to the ongoing supplier relationship as well as providing extended revenue opportunities.•Designed, implemented and supported the support systems, extending functionality to encompass global requirements and customer extranet services to reduce calls and administrative tasks and increase efficiency. Customer usage and feedback was extremely positive.

Lex was a franchised car dealer group which instigated a project to implement a new computerised car dealership management system across its network of 30 dealers, which grew to over 100 during the project lifecycle.Key Responsibilities & Achievements:Lead and managed the implementations, through 4 teams of geographically based implementation specialists, carrying out training, set-up and configuration, data conversions.Directed and managed 3rd party suppliers of hardware and infrastructure to deliver on-time and to budgetSet-up and managed a dedicated in-house 1st & 2nd line support team, only escalating 3rd line issues to the supplier.