Directed 4 teams of 90+ personnel across 30 locations in all aspects of account management, serving 350 customers in 11 industries (£250m+ in revenue per annum).Led International Sameday business operations as wel as fulfilment, customer label and processes.Developed and implemented short and long term operational strategies to impove interactions between company and major customers. Orchestrated optimal operational support for all accounts to maximise revenue potential, while monitoring and resolving any service performance issues. Ensured company and customer compliance with all CAA & DFT regulations. Supported acquistion of new business development across all operating platforms, monitored progress and provided regular customer on-boarding performance for the UK board and UK Sales Steering Group.Liased with UK Regional Field Operations Directors and Central Operations Directors to foster more effective problem solving. Provided operational expertise for major customers, as well as UK support to globa and regional partners as required.

Led operational management of Europe’s largest service centre (encompassing 20% of UK’s total volume), managing 200 personnel including 30 service partners overseeing 15K shipments per day within £5.2M per annum budget parameters. Managed service partner contracts and rate negotiations. Orchestrated key support and consultations for local customers. Identified productivity and cost targets, and service performance indicators, and ensured goals were met on daily basis. Facilitated staff training, and coordinated communications with commercial colleagues concerning new and/or existing customer requirements. Ensured compliance with internal and external health and safety procedures/legislation (HSE), internal and external security procedures/legislation (DFT), and DHL global operating procedures (ISO9002).

Led team of 68 in support of field operations, orchestrating all aspects of UK-wide performance and process programmes. Defined, developed and implemented medium and long-term field operation strategies for UK Operational Business Unit. Established UK service, productivity and cost targets. Monitored performance, identifying any issues and driving forward resolutions to minimise impact on UK targets. Implemented best practices across all areas of field operations.Co-ordinated with IT Management performance team to ensure maximum effectiveness of all operations.Ensured delivery of UK data entry requirements, working with off-shore team based in India. Delivered all UK customer collection processes on time and in line with company procedural requirements.Managed external supplier relationships and oversaw continuous KPI improvement performance process.

Managed team of 7 project deployment engineers in all aspects of delivering and implementing process, systems, and performance programmes across UK operational business units. Led implementation of productivity performance programme within all UK service centres and among all operational personnel.Coordinated IT requirements within UK Operations group. Monitored UK performances, identifying areas of service and cost improvements, and driving through changes.