Luan Roper's Location
Sheffield, England, United Kingdom, United Kingdom
Luan Roper's Contact Details
Luan Roper work email
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Luan Roper personal email
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About Luan Roper
Experienced Senior Change and CX Manager with proven skills in project and programme management, large team operational management, customer service transformation & recovery, and relationship & supplier management within the Financial Services, Housing & Water industries. BUSINESS TRANSFORMATION & PROJECT/PROGRAMME MANAGEMENT - Developing delivery plans for operational restructures, large scale process change and business transformation - Leading & implementing multiple service improvement and business transformation projects to time, cost and quality OPERATIONAL MANAGEMENT- Leading, motivating, influencing +400 employees to fulfil their potential and deliver great customer service.- Building & delivering business recovery/service transformation plans to troubleshoot/ recover hotspot areas. - Leading operational and central support teams through periods of complex and significant business change. - Managing operational and project budgets, resource and capacity planningCUSTOMER FOCUS - Developing customer service strategies linked to company brand values supporting sales strategies- Utilising root cause analysis of failure demand to improve processes, develop customer centric employees and deliver five star customer service.
Luan Roper's Current Company Details
Bromford Flagship
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Programme Delivery Manager
Sheffield, GB
- Website:
- bromford-flagship.co.uk
- Employees:
- 112
Luan Roper Work Experience Details
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Programme Delivery ManagerBromford FlagshipSheffield, Gb
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Project Delivery ManagerBromford Nov 2018 - PresentWolverhampton, United Kingdom -
DirectorLuan Consultancy Ltd Sep 2012 - PresentUnited Kingdom
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Interim: Transformation Programme ManagerTrafford Housing Trust Dec 2017 - Nov 2018Manchester, United KingdomReporting to the Chief Experience officer in an Interim role to establish Transformation programmes across Customer Offer, Customer Experience & Technology. Delivering improvements in customer and employee outcomes and supporting the Corporate Plan to improve the triple bottom-line – Economic, Social, & Environmental Impacts.• Leading the business analysis function to identify opportunities for the transformation and improvement of operating models and processes through the re-design of business and technological systems.• Leading a team of Project Managers and developer to build new automated and digitised customer journeys for customers and colleagues
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Interim: Customer Experience Change LeadAviva Oct 2017 - Dec 2017Sheffield, South Yorkshire, United KingdomShort term (8-week) contract to create a new team (processes, documentation and governance) focussing on non-tech change within the Aviva UK Customer Experience Transformation Programme. -
.Planned Contract Break : Travel, Home Improvements, Music Festivals Feb 2017 - Sep 2017Sheffield, South Yorkshire, United Kingdom
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Interim - Director Of Customer StrategyThree Sixty Company Aug 2016 - Jan 2017Barnsley, South Yorkshire, United KingdomThree Sixty: Born out of Yorkshire Water and part of the Kelda Group. Reporting to the Managing Director: with accountability for developing a customer services strategy aligned to a new brand and business strategy. • Developed a customer service promise and principles leveraging the brand values • Developed a customer service strategy and operating model• Outlined a high level implementation and project delivery plan
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Strategic Change ConsultantMedical Protection Society Jun 2015 - Jul 2016Leeds, West Yorkshire, United KingdomReporting to the Strategic Change Director, with accountability to implement an Exec sponsored change programme in the Claims Department. • Implementation of a new operational delivery model across 3 sites impacting 100+ employees• £3m investment to deliver a minimum £7m annualised benefit• Responsible for the build and delivery of a 12 month implementation programme plan including employee consultation, recruitment, workspace moves, process definition, governance framework, third party procurement and internal communications • Programme delivered all elements on time and within budget. -
.Travelling Sabbatical Jan 2015 - Apr 2015- Available For New Opportunities From May/June 2015
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Interim: Head Of Customer Service - Business RetailUnited Utilities Oct 2012 - Jan 2015Warrington, United KingdomReporting to the Director of Business Retail with accountability for billing 180k+ business customers and delivering market leading customer service. • Created a new Business Retail Customer Service operation including front office contact centre, back office and specialist support teams – in 6 months. • In 2 years, improved service delivery and customer experience culture to reduce overall service complaints by 26% and escalated complaints by 36% in first 12 months and a further 20% in both categories in year 2.• Achieved or exceeded all Billed Sales (+£6m), Cash Collection (£245m) and Opex targets. • Achieved 5% headcount reduction & Employee survey (Listen & Act) scores increased by 14% -
Head Of Customer Experience (Bonds, Wrap And Sipp)Aviva Life (Uk) Feb 2012 - Sep 2012York, United KingdomReporting to the Chief Operating Officer in Customer Services with accountability for both in-house (1.4m policies, 450+ operational personnel, £15m expenses) and outsourced (£5m pa contract for £800m assets under management) customer service administration. Requiring a range of planning, governance, leadership, reporting and service management outcomesKey Achievements: • Increasing Distributor Net Promoter Scores by 10% in 6 months • Reducing operating costs through process improvement and failure removal
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Head Of Relationship ManagementAviva 2007 - Feb 2012Reported to the Director of Outsource Relationships in the Customer Services area and delivered service performance of a £60Mpa outsourced services contract. Included the delivery of a wide range of planning, governance, reporting and service management outputs. Accountable for overseeing a complex governance framework linking all areas of Aviva (Marketing, Distribution, Finance, Risk, Compliance) to it’s largest life customer service supplier. Key Achievements: • Improved overall customer service performance through challenging external financial markets and one of the largest system/data migrations in the UK. • Created the supplier management and liaison framework and function from outset for a new relationship/deal – including service management (onshore and offshore) , risk management, business protection and change management • Led the supplier through a wide ranging and business critical re-brand, including new brand behaviours, tone of voice and supplier expectations.
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Planning ManagerAviva Plc 2005 - 2007Reported to Head of Operations Development in Customer Services, supporting the development of strategic goals, business outcomes and operating plans. Managed a team of 10 people to deliver a wide range of planning, governance, reporting and communication outputs. Responsible for developing a single ‘customer experience’ operating plan for Norwich Union Life and led regular performance reviews to reflect on and challenge progress, understand key changes, dependencies, risks and impacts. Worked across organisational boundaries to develop and prioritise corporate planning/funding submissions. Key achievements: • Led and facilitated the development of a new planning culture, bringing together multiple areas and departments, often with conflicting goals and objectives, to create a single joined up operating plan with a clear and agreed set of overall business outcomes. • Facilitated the development of an annual operating plan, delivering a £17m cost saving.• Created and delivered a service campaign to ensure consistent and credible service messages utilised in internal & external communications to improve trust and belief in our customer centric business.
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Operations Impact ManagerAviva Plc 2004 - 2005Reported to the Transformation Manager, with responsibility for reviewing business area plans to understand the impacts of local and corporate change on our People, Service, Products, Location strategy, Processes, and IT Systems. Key deliverables included analysis and challenge, escalation and co-ordination of issue resolution and identification of inherent risks and dependencies. Key achievements: • Development and delivery of heat maps to show the impact of change on people and customers across different product areas and locations; clearly identifying and articulating change hot-spots and suggesting alternative delivery schedules to protect customer service, staff morale and critical change paths. • Worked with 30 Heads of Customer Services to facilitate and document a rapid and robust Norwich Union Life service recovery action plan. Ensured clear ownership and accountability for timescales and benefit delivery. The plan delivered a rapid improvement in service for customers and distributors, resulting in an enhanced service rating in external industry awards.
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Senior Communications OfficerAviva Plc 2003 - 2004Reported to the Internal Communications Manager, with responsibility for major change project communications to 4000 customer services employees. Involved liaison with Customer Services Director and senior leadership team to agree key strategic messages and engagement plans and providing feedback and challenge on the openness, suitability and delivery of those messages in key face to face communication events. Key achievements: • Designed and delivered important employee communications signalling the company intention to offshore 400 roles to India and the decision to close a UK business unit. • Project managed the administration, organisation and delivery of a series of director road- shows to engage employees in the change journey.
Luan Roper Skills
Outsourcing
Strategy
Stakeholder Management
Management
Risk Management
Change Management
Crm
Process Improvement
Leadership
Operations Management
Coaching
Relationship Management
Business Planning
Governance
Analysis
Service Delivery
Project Planning
Business Development
Insurance
Internal Communications
Project Management
Project Portfolio Management
Contract Negotiation
Operational Risk
Business Relationship Management
Frequently Asked Questions about Luan Roper
What company does Luan Roper work for?
Luan Roper works for Bromford Flagship
What is Luan Roper's role at the current company?
Luan Roper's current role is Programme Delivery Manager.
What is Luan Roper's email address?
Luan Roper's email address is lu****@****ion.org
What skills is Luan Roper known for?
Luan Roper has skills like Outsourcing, Strategy, Stakeholder Management, Management, Risk Management, Change Management, Crm, Process Improvement, Leadership, Operations Management, Coaching, Relationship Management.
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