A Founding Investor and Head/Director of Operations with over 25 years, Leadership, Strategy, Customer Servicing, social media and digital marketing thought leader, who keeps at the forefront of changing social environments.Matt brought all of this experience's together into one place to create and grow a successful business in Bahrain and KSA, where he has been transforming the local fashion model/talent agency/model management industry bringing to it Business Acumen and Strategy… Show more A Founding Investor and Head/Director of Operations with over 25 years, Leadership, Strategy, Customer Servicing, social media and digital marketing thought leader, who keeps at the forefront of changing social environments.Matt brought all of this experience's together into one place to create and grow a successful business in Bahrain and KSA, where he has been transforming the local fashion model/talent agency/model management industry bringing to it Business Acumen and Strategy. Leading all aspects of the business, now elevated into Investor/Founder role. With team in place.The business has grown year on year, also throughout the challenging Covid, adapting as its customer needs changed. Delivering for huge Brands locally and internationally. Show less

Head of Operations and acting COO at the leading provider of Savings and Pensions for the citizens and residents of the MENA Region. Leading the Operational teams in the delivery of world class services to our clients.Owner of the Customer strategy and Operational developmentsKey achievements: - Team restructure to ensure focus, ownership and accountability - TOM procedure creation, development and oversight - to prepae for the move to digital- Worked with… Show more Head of Operations and acting COO at the leading provider of Savings and Pensions for the citizens and residents of the MENA Region. Leading the Operational teams in the delivery of world class services to our clients.Owner of the Customer strategy and Operational developmentsKey achievements: - Team restructure to ensure focus, ownership and accountability - TOM procedure creation, development and oversight - to prepae for the move to digital- Worked with I.T. to Automate 90% of the common daily processes- Efficiency saving of 20+% in the first 12 months - Operational Lead and sign off for all new product designs and launches - Key strategic project deliveries with board and ceo recognition of significant achievement - Sponsor of bi-annual client statement of accounts - Step up into vacant COO role duties, reporting to CEO in 2017- Board reporting creation and ongoing enhancements - SLA and KPI improvements moving from red/amber to green - Key account client visits to ensure ongoing servicing requirements understood - Team leadership and morale improvements Show less

Head of Operations for the number 1 Investment Platform in the UK, Cofunds (A Legal and General company) covering all all aspects of Customer Experience, service management and operational transformation for our retail clients, working across multi site. Also holding the role of Location Director for the Essex site. Significant achievements; Improvement in NPS for customer, Leadership and morale improvements, governance and oversight chair for multiple subjects, Operational sign off for all… Show more Head of Operations for the number 1 Investment Platform in the UK, Cofunds (A Legal and General company) covering all all aspects of Customer Experience, service management and operational transformation for our retail clients, working across multi site. Also holding the role of Location Director for the Essex site. Significant achievements; Improvement in NPS for customer, Leadership and morale improvements, governance and oversight chair for multiple subjects, Operational sign off for all automations, for example Bulk Switch, Project Sponsor for up to 800,000 bi-annual Client mailingsAwards during tenure:SimplyBiz Group Awards 2017Platform of the YearGoodAccredited System 2017GoodAccredited Standard for 2017GoodAccredited System 2016GoodAccredited Standard for 2016Money Marketing Awards 2015Content Marketing of the YearGoodacre Systems In The City Awards 2014Best Custody SolutionLang Cat Platform Awards 2014Best for Small InvestorsShares Awards 2013Best Fund SupermarketSimplyBiz GroupPlatform of the Year 2013Goodacre Systems In The City Awards 2013Best Custody SolutionGoodacre Systems In The City Awards 2013Best Platform Show less

headhunted to join Cofunds to enhance the Customer Experience, Processes and Business results. Responsible for 400 FTE UK and India, delivering the end to end Operational and Customer Experience teams that service our clients.

During the latest Aviva restructure I took the decision to leave the company after 18 amazing years. Took the time to explore other opportunities at Head//Director level.

Running the Private Medical Insurance, Income Protection & Billing functions within Aviva UK Health.Focusing on customer service improvements through 'systems thinking' methodology, margin & growth and people agenda. Including Automations and new app launch for claimsUp to 600 FTE across Eastleigh, Sheffield and Pune.Relationships with key externals including corporates, strategic third parties and hospital groups

Running an end to end Collective Investments Operation in YorkIn the process of outsourcing to a 3rd Party

Working across the whole Business, Initiatiing Customer Retention initiatives, launch of a Financial Advice unit for multi product (Life and Pensions). Working across customer experience UK and India.12M embedded value target 2008 hit, 2007 8M hit, 2006 5M hitDual role with Collectives prior to leading outsource work

Wide ranging set of roles in Customer Operations, Contact Centres, Relationship Management, Complaints, Billing, Training, Team Leader, Management, Process expert