Deputy CEO of CHEC Group. Responsible for overseeing delivery of the CHEC mission to enhance patient choice through timely delivery of community healthcare through our network of community hospitals and clinics.CEO of Clarity, part of CHEC. Clarity is a business offering private eyecare services via expert ophthalmologists utilising state-of-the-art diagnostic tools to assess and treat a wide range of ocular conditions.

Full executive responsibility for the delivery of CHS Healthcare’s purpose of accelerating system-wide patient flow.CHS Healthcare, part of Acacium Group, is a trusted partner to the NHS, delivering patient flow optimisation and reduced length of patient stay. CHS understands the hospital discharge process is complex; we are experts at creating capacity, and do this through the timely delivery of CHC assessments, effective end-to-end case management of the discharge process, and access to a large pool of skilled care staff in the community.

• Full accountability for the strategic development, operational performance & commercial P&L delivery of a portfolio of Capita partnerships including Tesco Mobile, National Trust & Vauxhall Finance.• Operational spans of control including Customer Service, Sales, Retentions, Complaints, Digital, Finance and Back Office operations across 4 UK Sites and 1000 FTE.• Responsibility for all commercial P&L aspects of the client relationships including £36M revenue and £5M EBITDA delivery.• Full contractual and commercial responsibility renewal and new business development across the portfolio.

• Responsibility for the direct management and development of the Tesco Mobile business operation - 800 FTE across 2 UK sites.• Commercial responsibility for £25M revenue and £3M EBITDA delivery• To spearhead business transformation plans ensuring Tesco Mobile maintains its industry leading customer experience position.

• Full executive responsibility for the operational capability and performance of the firm.• Operating remit including consumer and commercial debt recovery and litigation, mortgage lender services and field operations.• P&L responsibility including £15M revenue delivery and full operating cost management.• Line accountability for all operational sites across UK (Manchester, Sheffield, Glasgow)• Key aim to optimise operational efficiency via the delivery of improved operational execution, processes & systems of the firm.

• Full responsibility for VitalityHealth’s consumer and intermediary servicing proposition.• Line and budget accountability for a £20M service operation spanning 900 FTE across Stockport, Bournemouth & India facilitating claims pre-authorisation, mid-term servicing, back office administration & retention.• Oversaw the build and deployment of a new suite of digital assets across quote & apply, mid term servicing & retention. Executed a successful strategy to channel migrate the customer base to digital servicing• Successfully migrated 500k customers split across multiple books of business and servicing platforms to a single book of business and single servicing platform.• Pioneered and embedded NPS based customer experience framework across the VitalityHealth. Launched and deployed customer journey mapping and Six Sigma across all key customer processes.• Successfully created and embedded robust operational planning, resourcing, quality and risk management rigor across operations.• Successfully ranked VitalityHealth in the ‘Top 50 Companies for Customer Service’ in 2015

• Commercial and operational accountability for the businesses telecommunications and utility clients including O2, Vodafone and Npower.• Line responsibility for all operational activity within the Altrincham Contact Centre - 450 FTE capacity. • Commercial accountability for £12M revenue contract deliverable through a variety of new business acquisition and client retention activity.• Responsible for managing productive relationships with senior client stakeholders across all major accounts.

• Full responsibility for all operational activity within the New Business contact centre• Tasked with responsibility of modernising an underperforming, outdated operational sales site into a compliant, lean, profitable sales centre. • Created a culture founded on driving added value through exceptional customer service.• Spearheaded the redesign of all frontline operational processes in order to minimise operational waste and add flexibility to the operating model.• Launched a relentless focus on employee engagement to ensure that staff were motivated and engaged to deliver high performance.

• £35M contract deliverable of insurance and loan portfolios spanning across contact centres in UK, Germany, Spain, Portugal, Italy, South Africa and United States.• Worked with the head of site of respective geographies in setting targets, obtaining global sales strategies, working through optimisation plans and BAU management of contact centre sales.• Broadened Barclaycard strategic sales platform across 2 new markets (South Africa & US) delivering in excess of 2M incremental customers to the global cross sale base.• Improved income run rate by 24% in year 1 through the implementation of a standardised global best in class contact centre sales framework• Broke down country silos by the creation of a global performance management framework designed to drive operational productivity and encourage cross country working.

• Black Belt Six Sigma Trained• Line accountability for 15 multi-functional change managers• Led the embedding of Six Sigma methodology as a framework for all operational change management• Formulated an 18 month change strategy to deliver £5M annualised income - Delivered £3.02M in Yr. 1• Doubled customer app rate on telephony leading to an incremental 8,300 booked accounts in Yr. 1.• Stripped £3.4M of cost out of operational fee refund process

• Developed financial models and P&Ls for the Sales and Service operation• Formulated a 5 year business plan including P&L, Balance Sheet and Cash Flow to secure £5M investment into operational cross sales development • Created extensive analysis around channel value per call to optimise Sales and Service profitability• Delivered 200k of cost avoidance by designing a management framework around fee refunds still in existence today• Led all aspects of the contract negotiations and objective builds across Marketing and Finance.