Matthew Lucas Email & Phone Number

United Kingdom

United Kingdom

Leading the BPaaS proposition for Zellis, enhancing HR and Payroll services across UK and Ireland.

United Kingdom

P&L lead for long term strategic corporate outsource relationships

Milton Keynes, United Kingdom

Interim and consultancy services in financial services and outsourcing.

Basildon

• Responsible for service recovery of front and back office wealth management operations;• Delivered cost reduction / efficiency programme based on operational and system enhancement;• Defined target operating model for second strategic client;• Based the account / relationship approach for strategic clients on long term corporate alignment;• GDPR Programme Sponsor• Refocussed the Division to put service delivery at the heart of decision making.

Brentwood

• Definition through to board approval of commercial supply strategy for IFDS.

Uk / South Africa

Commercial dispute resolution for a high-profile, ten year transformational outsource of a retailer’s sales and service contact centres:• P&L and operational responsibility for 800 FTE contact centre BPO in UK and South Africa;• Operational and commercial recovery of the £25m / year deal including SLA and NPS achievement;• Resolution of all commercial disputes – totalling ~£8m – within contract year two;• Re-contracting the remaining term (TCV £132m) with aligned and realistic objectives.

Belfast / Dublin / Uk

Recovering the client relationship for delivery of customer service, administration systems and actuarial services for regulated investment and pension products:• P&L and operational responsibility for 300 FTE front and back office customer service BPO;• Stabilised the Belfast operational site, creating a long term development strategy;• Achieved a reset and ultimately completion of platform migration and policy recovery process;• Re-structured long term commercial tariffs, reducing risk and improving alignment;• Consolidated business operations and created a £10m beneficial property deal;• Return of the account to profitability for the remaining term.

Dublin / Uk

Customer service administration of regulated on and off-shore investment products for a UK wealth manager.• Took over relationship responsibility for SJP across multiple operations, creating a strategic client mindset to account management and growth;• Transformed operational performance of contact and back office customer service, administering regulated on and off-shore investment products, delivered from shared service centres in Dublin and Salisbury;• Achieved turnaround of client relationship based on service delivery meeting promises;• Restructured the deal under a competitive contract renewal and won a five year contract extension (TCV £50m).

Responsible to marshal all necessary resources to the construction and delivery of complex bids.• Managed large-scale bids (TCV £100m+) for UK & European Life companies and Retail banks;• Solutions comprised significant technology, operational and commercial engineering and drew upon capability from across the Capita estate;• Client engagement and approach led to being invited to move into a divisional role.

P&L responsibility for a £30m remediation outsourcing business• Improved profitability and reduced risk by moving from a fixed to variable to cost base and securing longer term commercial agreements;• Managed the first large scale PPI remediation exercise for Alliance & Leicester;• Secured and negotiated long term service agreements (TCV > £10m each) with Santander, Barclays and Lloyds Banking Group in competition with Deloittes, Capita and Momenta.

Europe-Wide

• Hands-on, active management of CEO-level sales teams in the UK, France, Germany, Benelux, Iberia, and Central Europe, instilling a team ethic and common methods to improve performance;• Achieved sales in Financial Services, Oil & Gas,Retail, Utilities and Manufacturing businesses;• Sold annual revenues of over £10m per year delivering typical 3:1 ROI for clients;• Practical involvement in sales processes and projects in the UK, Europe and the US.

Sales Operations Director• Post-merger rationalisation of a diverse UK sales function saving £3m / year, installing a company wide sales process and risk management approach;• Designed and achieved Group board agreement to new sales incentive scheme.Utilities General Manager• Leadership of the utilities sector team servicing clients including Centrica, London Electricity and TXU out of the UK and India;• Achieved annual revenues of £15m across consulting, IT services and BPO;

Utilities and Operations specialist undertaking implementation, optimisation and change projects:• Achieved contractual acceptance by Cap Gemini of the ISRA agreement – a £50m outsourced market operation by pan-industry stakeholder body and their auditors (>60 parties);• Delivered implementation, optimisation and deregulation consulting and change projects in UK and US to blue-chip utility clients (TXU, Severn Trent, The Electricity Pool / Elexon);• Undertook client management and commercial development roles alongside delivery responsibilities.

• Design and implementation of three tier integrated information systems;• Creation of a multi-disciplinary operations and development team working with UK and US third party suppliers and manufacturers;• Managed a network of subcontractor and stakeholder parties;• Business achieved a turnover of £15m with 85 direct staff in second year of operational running.

Uk / Sultanate Of Oman

Multiple engagements for the UK defence industry as well as maintenance and operation of high-profile operational systems in UK, Belgium, Thailand and the Sultanate of Oman. • Resident in Sultanate of Oman (1990 – 1992) o Implementation of a naval tactical training solution o Service recovery for the Omani Air Force Logistics system• Consultant to various defence bids including RAF reconnaissance and Dubai Police GIS;• Test lead for British Army RPV systems integration with significant client facing interaction.