Mandie Gadsby Email & Phone Number

Drighlington, Gb

Halifax, West Yorkshire, United Kingdom

Responsible for creating a thriving Communications & Engagement Community, supporting circa 4000 colleagues within Retail Transformation.

Pudsey, West Yorkshire, United Kingdom

Leading a team of Programme Managers to deliver IT changes to cost/quality and deadlines within Connect & Telephony.

Leeds/Slough

Leading Continuous Improvement Matrix Programmes using Lean/Six Sigma Methodology* Implementation of improved Change Control Processes which are delivering additional revenues and profit * Improved Financial Reporting/Tracking/Monitoring to the board to understand the true costs and profitability of our ICT projects* Improved cycle time of invoicing customers from circa 32 days to 48 hrs* Reduced disputed and uncollected overdue debt by 95%* Delivering Lean Six Sigma Yellow Belt Training* Coaching Green Belts to achieve Lean Six Sigma Accreditation* Facilitating LEAN/Kaizan Workshops, delivering action plans to improve business performance* Process Mapping/Modelling using Aris* Data analysis using Minitab - statistical software

Leeds, United Kingdom

Lead, inspire, motivate and improve the performance of the Enterprise Collections Team (63 FTE)* Reduced functional costs by 30% through automation of processes over a 2 year period* Reduced overdue debt by 49% during a 12 month achieved through a mixture of automation and prioritisation of the ledger, up-skilling and improving employee engagement* Increased Employee Engagement Scores from 69 to 82 by applying a new, Fresh Thinking approach, giving our people a voice, listening to their feedback and involving them in the change* Partnered with HR and the Communication Workers Union to ensure a fair and consistent approach was taken during the change programme* Employee Engagement Rep – Working with the CFO directly on initiatives to improve employee engagement across the Finance Directorate* Managed 3rd Party Suppliers and Contract negotiations* Built strong relationships with stakeholders and senior management, influencing and negotiating regarding improvement initiatives

Leeds

Design and implementation of a new Collections Management System for our consumer customers. Enabling us to help our customers manage their spend and reduce our bad debt losses. Key Achievements:* Led a multi-million £ RFI/RFP* Implementation of a new system to manage unbilled usage delivering a £50 per customer debt reduction at disconnection * Improved MI to enable tracking of collection strategy effectiveness and 3rd party supplier performance, highlighting opportunities to improve the customer experience and business results – collected an additional £1m over forecast* Increased debt collection through voiceclip technology from £1m per month to £2.5m* Improved the Customer Experience and reduced the number of inbound calls into the Call Centre through automation of bar removal. Reduced processing time from 24 hours+ to less than 4 hours

Managing the acquisition process for Business customers; minimising bad debt losses whilst balancing credit with risk. Leading a team of 18 Credit Underwriters and 2 Team Leaders. Ensuring Service Level Agreements were met and good quality business acquisition decisions were made.Key Achievements:* Implementation of an automated credit vetting system for business customers* Reduced processing time by 50%* Implementation of MI to track performance and enable continuous improvement

Uk

Managing/leading a project to source, develop and deliver an online Identity Verification Portal for over 300 O2 Retail Stores and 250 Partner Stores. Key Achievements:* Success implementation of an online ID & Address Verification System* Implementation of MI and league tables to track consumer overdue debt by store/area/region* New audit process to check store compliance and challenge poor performance* 50% reduction in Consumer Overdue Debt