As part of a senior management team, I am currently leading the operations & service delivery teams in Scotland. The role involves liaison with key stakeholders, design & implementation of Operational Strategy, business transformation & risk management. I am also the country lead for business compliance under ISO9001 which involves liaison with the official Lloyds auditor, BT’s internal risk management team and local operational management.Key Responsibilities• Lead Operations & Service delivery teams to meet the local business quarterly revenue targets• Shape and execute outbound service delivery methodology for the Scottish team• Manage financial performance including budgets, forecasts and YTD financial targets• Set up and manage transformation programmes targeted to improve the client’s service capabilities• Own & proactively manage BT led action plans including opening of plans, analysis of solutions, plan proposal, oversight of plan tasks, validation, manage chain of approvals and closure.• Own and proactively manage the various risks facing client on-boarding on to various BT platforms• Work with key business stakeholders, Regional BT partners, Legal, Compliance, Business Management, Product & Platform and Technology on the management and execution of business priorities and objectives • Establish a quality assurance program for service delivery teams to improve work flows, processes & data capture.• Audit management, information gathering and analysis to ensure that the business meets the ISO9000 standards.• Establish quality metrics and results to identify recurring sales target gaps and track trends. • Proactively assess areas for process improvement and make/propose changes as needed.• Provide advice, recommendations, and hands on guidance to local operations and service delivery teams & country leadership on the sales & service objectives relevant to the local business client base.

As part of a senior management team, I am currently leading the sales & operations teams in central & southern Scotland. The role involves liaison with key stakeholders, design & implementation of Sales Strategy, business transformation & risk management. I am also the regional lead for business compliance under ISO9001 which involves liaison with the official Lloyds Auditor, BT’s internal Risk Management team and local Operational Management.Key Responsibilities• Lead Sales & Service delivery teams to meet the local business quarterly revenue targets.• Shape and execute outbound sales methodology for regional sales team.• Manage financial performance including budgets, forecasts and YTD financial targets.• Establish and oversee the Sales Oversight and Control governance model in the region.• Establish a quality assurance program for sales delivery teams to improve work flows, processes & data capture.• Establish quality metrics and results to identify recurring sales target gaps and track trends.• Work with key business stakeholders, Regional BT partners, Legal, Compliance, Business Management, Product & Platform and Technology on the management and execution of business priorities and objectives.• Provide advice, recommendations, and hands on guidance to local sales team & regional leadership on the sales & service objectives relevant to the local business client base.Achievements• Gained double promotion within BT Local Business (LB) due to excellent performance and proactive management style. Now authorized to deputize for the Managing Director. • Implemented a wide range of operational, reporting & work flow solutions within Local Business (LB) whilst maintaining KPI’s in a fast paced pressurized environment. Reporting tools & processes developed are now used as the business standard.

Part of a contact center based relationship management team as a PDRM I was responsible for the management of the bank’s Premier client base.• To manage high net worth customers by providing international & domestic banking solutions to match individual client’s requirements.• To manage & balance operational performance across different product segments taking account of their differing priorities & service standards.• Managed a team of 12 Relationship officers, all supervisor grades. Responsibilities included resourcing, absence management, sales & customers service targets, rewards & recognition, individual development, quality monitoring & audit checks.

Linguistics - Responsible for successful implementation of HSBC’s voice & accent strategy to meet the high standards demanded by our internal business partners. Process - Responsible for the delivery of process training including management of 3 month customer service training for all new joinees to achieve business SLA’s within agreed timescale.Call Coaching - Tasked with maintaining & developing call quality across multiple sites, processes, host business areas & communication skills groups for the operations teams.

Responsible for the development & successful transition of HSBC’s flagship high voice process from its UK base to India. This was the first voice process migrated to India by HSBC & was initially tested via a pilot of 15 individuals. Due to the success of the pilot HSBC subsequently grew this to a call center of approx. 300 agents.