Michael Rough Email & Phone Number

London, GB

Luton, United Kingdom

Customer Operations Project Manager

London, United Kingdom

Contact Centre Transformation Programme

East Grinstead, West Sussex, United Kingdom

Project manager working on the rebranding of the Caravan Club to Caravan and Motorhome Club. Responsible for the planning and delivery of rebranding all Club assets across the sites network, head office, contact centre and digital channels.

Customer Services PM working as part of the British Airways World Class Service Recovery Programme. Key responsibilities and achievements included:PM developing the Service Recovery Strategy defining how customer's issues should be managed when things go wrong.Liaising with key business functions (Airports, Contact Centres, Customer Relations, Cabin Crew.

• Project Manager responsible for the selection and transition of Contact Centre services from easyJet's incumbent outsourced partner to new supplier.Key responsibilities and achievements include the following:
• Project Managed extensive tender process and contract negotiation to ensure the right partner for easyJet was selected.
• Project managed the transition of all contact centre services from incumbent to new supplier.
• Consolidated 5 contact centres across EMEA into 2 new locations.
• Transition completed in 6 months, working closely with easyJet and supplier teams to ensure Service Levels maintained throughout transition.
• Reporting to Board level, due to high profile nature of project (worth savings of in excess of £18m over 3 years)

• Lead PM to Implement Solvency II Pillar 2 requirements (Management Information) into UK General Insurance BusinessKey responsibilities and achievements include the following:
• Working with Planning & MI key stakeholders to implement new MI requirements in line with Solvency II regulations.
• Produce and manage Project Initiation Documents and Project Plans to deliver requirements into the UK General Insurance Business.
• Manage Project Risks, Issues, Constraints and Dependencies in line with Programme governance methodology.
• Working with Actuarial, MI and Systems and Data work streams to gather business requirements and produce appropriate project documentation in line with Programme milestones.

• Managing the set up of 6 regional contact centres to support Sky's strategy to move from a centrally based customer service centre to smaller regionalised support centres.Key responsibilities and achievements include.
• Working with Key Stakeholders to define Business Case.
• Develop strategy to move from centralised support function to a regional based model.
• Work with HR to develop consultation / redundancy strategy
• Work with workstream leads to develop Project Initiation Documentation.
• Develop project plans to include the recruitment and training of staff in 6 new regional centres.

• Managing the consolidation of Siemens Enterprise Communications property footprint in the UK to drive significant cost savings for the UK business. The programme consisted of the closure of 3 under utilised sites and.
• Migration of 170 contact centre roles from Wellingborough Contact Centre to site at Milton Keynes.
• Develop and manage the Transition plans to ensure a seamless transfer of operations.
• Work with HR to develop consultation / redundancy programme.
• Build of Network Operations Centre at Milton Keynes centre and securing Government IL3 Security accreditation.
• Consolidation of footprint at under utilised Nottingham Operations Centre.

• Norwich Union to Aviva Rebrand) - Lead Project Manager for UK Operational Services, responsible for all facilities activities within the rebrand programme.Key highlights / achievements include the following:
• 80 Buildings & 7000 signs rebranded
• 21,000 ID Cards Distributed
• 3,000 Company Credit Cards rebranded
• Numerous items of Corporate Merchandise donated to charities and good causes.
• 50 Vehicles rebranded

• Managing the migration of Siemens Enterprise Communications, Remote Service Desks to offshore supplier in Kolkata, India.Key responsibilities and achievements include the following:
• Migration of 50 roles from UK site to Offshore Partner.
• Oversee HR consultation process at UK site.
• Migration of highly skilled roles providing level 1, 2 & 3 IT support.
• Develop and manage the Transition plans to migrate operations to offshore operations
• Ensuring ITIL compliance across all processes migrated.

• Managing the migration of RAC Rescue Business Processes (Voice and Back Office) to offshore supplier in Bangalore, India.Key responsibilities and achievements include the following:
• Migration of 157 roles from UK site to Offshore Partner Vendor
• Scope, develop and manage the Offshore Migration Project Plan for the RAC Rescue Business.
• Work with Business Unit Workstream Heads and Supplier Team to ensure smooth transition over a 12 month period.
• Provide Stakeholder Management and reporting in line with Aviva Governance methodology.
• Direct liaison with central IT Project team to ensure offshore IT systems / infrastructure implemented to support RAC Rescue Business requirements.

• Working on the migration of National Grid's Gas Connections Contact Centre from outsourced supplier to new, in house, Greenfield site.Key responsibilities and achievements include the following:
• Scoping and managing the recruitment and training of 200 new staff to provide Call Centre support to customers and field staff.
• Working with Business Process architects to define operational functional requirements.
• Implementation Manager responsible for phased migration of Operations into new site and simultaneous ramp down at supplier's site.
• Testing of IT infrastructure including defining and executing User Acceptance testing and Model Office testing.
• Successful implementation of operational processes in new site, whilst maintaining performance levels in line with regulatory Standards of Service