Operations Director
CurrentSpecific-purpose payment solutions for food, incentives, mobility and corporate payments on behalf of companies, employees and merchantsExecutive Board member of Edenred (UK Group) Ltd: working towards and overseeing the company mission, governance, major decision making, and representing the interests of key stakeholdersChair of Compliance Steer Co: ensuring organisational focus Risk / Fraud Management, AML, BCP/DRP, Information Security and Data Protection, Quality and Environmental ManagementLeads ISO22301, ISO9001 and ISO14001 certificationChair of Customer Experience Steer Co: Representing the VOC, responsible coordinating stakeholders across the organisation with CX touchpoints, identify issues and challenges to impact CX, plan and prioritise activity to improve CX, reviewing and measuring critical successFeedback included from Account Management, Social, Support, Implementation Feedback and NPS. Root Cause analysis, stakeholder buy-in to create desired experienceLeadership Client Delivery Employee Benefits and Reward: Responsible for the delivery Employee Benefit and Reward programs to circa 300 public and private sector clients and +1M employees.• Client Onboarding• Scheme implementation• Payroll cycle • Developing processLeadership Customer Care: Responsible for the delivery of Customer Care for all Edenred UK Clients, End Users and Merchant Partners, Client segment tiered structure, user experience, self-service strategies, back-office support and improvement• Multi-channel service support delivery• 250k cases annual, strong SLA performance delivery• Service Trend Analysis• User Experience design and build• Automated digital customer self-care• Tactical outsourcing Leadership Logistical Operations: Customer order management, production and fulfilment, and Merchant reimbursement• Supplier relations• Stock inventory• Digital transformation
