Fluid span of responsibilities from contract management to operational readiness with management of core processing and managed shared services for outsources suppliers critical to our success Governance and Oversights assurance for SYSC8 embedding enhanced methodology with a focus also on cost management efficiencies.The role is key to new initiatives and product offerings working closely with Procurement and Legal to get the best possible terms for all parties.• Virgin Money outstanding contribution award in November 2017 for Black Friday scenario planning an implementation.• Key relationship skills with outsourced suppliers in driving Service Level performance and efficiencies.• Facilitate contractual addendums with vendor, legal and procurement and project teams internal and external.• Provide 24/7 incident management support.

Implementation of Vodafone Service Desk and Incident operation for MoJ which quantifiably became most effective and admired within Vodafone. Proven through Net Promoter Scores and Key Performance Indicators.Responsible for the leadership of dedicated teams for Incident, Change, Problem and Service/Supplier Management based out offices in Manchester, Hammersmith and Glasgow. Quickly became to go-to model for operational effectiveness with ISO9001/ISO25001 accreditations within for 12 months of operational service.Recruit and develop 60 technical FTE responsible for Service Desk, Service Managers, Service Incident Managers, Capacity, Change and Problem Management.• £289m Project implementation into transition for live Operations.• Building and maintaining effective relations with internal and external customers. Enhancing customer and colleague experience.• Implement/design processes, incentives and business disaster and contingency for operations

Set up PPI operation in Dartford to become as a primary go-to site for Barclays PPI complaints and a centre of excellence to lead regulatory requirements and policy change. • Developed multi-skilled teams of 130+ FTE, pioneering an operation that had the skills to support many QA initiatives to enhance the customer experience with clear governance control.• Lead Relationship management for FCA, enhancing the bank reputation attaining challenging requests that set Barclays apart as a market leader for others to aspire towards. • Responsible for policy writing, policy implementation and strategic planning.• Championed change and key stakeholder management skills following an RCA analysis of PPI stock. • Established Dartford to consistently go beyond expectations with key deliverables and tangible success against KPI's. • Enhanced system usage and optimisation improving productivity by 40% with no quality compromise.

Based in Lloyds Banking Group (LBG) within Chester, Capita were contracted to deal with loan review PPI complaints. The main success was to set foundations for Capita to provide outsourced support for 3 years when initial contract was 9 months only.• Managing x9 Review teams with circa FTE 100+ • Evolved the business requirements adding value to the contribution of Capita by embedding them firmly within the LBG • Strong client relations/stakeholder management skills with initiatives that set Capita as a primary go to client ahead of competitors.• Design Target Operation Models, training standards and internal KPI based on quality and performance.

Progressing from Customer Service Advisor to Customer Services Manager. • Managing x5 teams with FTE 100+ • Implementation of various initiatives including incentive amendments, authorisations, escalations and various LEAN six sigma process and people reviews. • Responsible for Business Contingency including crisis planning and disaster recovery.• Completed Manager Roles in Customer Assistance (Collections), Credit and Customer Services.• Managed cross site between Chester and Carrick (EIRE)• Supported Affinity Marketing strategy and events.• Responsible for Business Contingency including crisis planning and disaster recovery.• Completed Manager Roles in Customer Assistance (Collections), Credit and Customer Services.• Managed cross site between Chester and Carrick (EIRE)• Supported Affinity Marketing strategy and events.