Peter Etchells Email & Phone Number

Leeds, England, United Kingdom

Leeds, United Kingdom

Supporting the Head of Operations in moving the implementation stage of the project and transitioning it to a fully operational programme. This has included:Recruitment of the senior management team, the coaching resource, along with the telephony and administration teamsEstablishing key stakeholder engagements pathwaysStreamlining processes to drive efficiency effectiveness and improve customer experienceDeveloping risk based approach to delivering the services within the deprived areas of LeedsReviewing and renegotiating the venue portfolio to optimise the delivery of services across LeedsEstablishing performance and quality measures within processes.Providing coaching and mentoring to the senior management teamThis saw the operation move from a standing start to exceeding the target of 1000 referrals per month and delivering over 4000 coaching interventions per month across 53 venues and 6 work streams.

Leeds, United Kingdom

Run for All - Jane Tomlinson Appeal (JTA) May 2017 – November 2017Working directly for CEO of Run for All, supporting the planning and implementation of the company’s strategic initiatives and identifying opportunities to reduce cost base and increase capacity to deliver high quality events.Led the acquisition of competitor events company, including bid proposition, producing the business case, securing board approval, contract negotiations ensuring the smooth transition into the Run for All portfolio In conjunction with CEO developed 3 year strategic business for submission and approval to the board of Trustees of the Jane Tomlinson AppealUndertook review of current ISP infrastructure provided recommendations for improved service. Managed implementation of improved infrastructure structure to delivery step change in service performance Reviewed current readiness of company ahead of General Data Protection Regulation. Conducted gap analysis and developed revised policies and procedures and devised companywide implementation plan to address shortfalls

Leeds, United Kingdom

Supporting the embedding of the delivery of a Simplified Change Lifecycle methodology ensuring the shaping of change programmes and projects are aligned to customer outcomes customer readiness and strategic direction Developed and implemented strategy to embedded culture around “lessons learned” and created central repository, aligned governance and assurance processes, developed training and support material.Provided business and operational insight to develop approach to create high performing teams, defining the characteristics, measures and benchmarking processes Worked directly senior leadership team to create clear definition of the role and expectations of the sponsor in changeDeveloped template to clarify the inputs, outputs, key responsibilities and intents for the stages of the simplified change lifecycle

Leeds, United Kingdom

Providing the financial and accounting functions to over a third of NHS Trusts and with 100% of the NHS Commissioning organisations, providing a high level of governance and accountability for around £100 billion of NHS spend. To deliver an average cost improvements between 20% and 40% for clients, the functions include:• Cash management and treasury• General ledger and financial accounting• VAT services• Debt management• e-ProcurementUtilising on shore and off shore capabilities to provide end to services. Applying lean methodologies and automation to drive low cost innovative process and solutions.

Reporting directly to Operations & Service Director, responsible for all aspects of customer service experience including contact centre, mortgage servicing and complaint handling.Planned and directed the day to day mortgage operations servicing activities for 325,000 mortgage customers with budget of £4.0M and a head count of 200 FTEResponsible for all lending complaint handling, including managing the relationship with the Financial Services Ombudsman and FSA.• Delivered and implemented the Operations strategy linked to the corporate priorities to drive redemption’s of closed mortgage books. Reduced the cost base of Operations and supported the reduction in impairment charges for GroupAchieved 2nd highest rating for Mortgage Servicers by Standard and Poor’s at first attempt in 2009 and retained rating in 2010 Reduced cost base by circa 20% through multiskilling of programme whist consistently maintaining service levels and customer satisfaction.

West Yorkshire

Directed the servicing and processing centres for the Retail and Intermediary mortgage books for the Bradford & Bingley, Mortgage Express and Acquired portfolios.Led 300+ people, over 1300 processes, to deliver high levels of customer to meet the expectations of 300,000 mortgage customersDelivered 15% reduction in operating costs, driving £1.8m savings in two years, whilst delivering key KPIs of 85% same day processing 95% quality assuranceResponsible for £10m contracts of outsourced services and 3rd party supplier partnerships for the Operations businessLed teams to deliver complaint handling for BBG and Mortgage Express

Leeds, United Kingdom

The Strategic partnership unit was a general insurance ‘white labelling’ operation that provided general insurance products for clients. Delivered through both inbound and outbound sales and service activity• Built and implemented model for outbound sales operation including, individual performance targets, sales coaching targeted approach to lead generation and conversion, that lifted sales performance by 25% and reduced the unit cost to serve by 30% and delivered over £0.5m written business in first half year exceeding sales targets by 20%• Reporting into the both Operations Director, developed and refined a Customer Relationship Management strategy to target key opportunities for clients to target revenue growth from their insurance customer base.• Drove development of cost benefit analysis model, detailed inventory of processes, and instigated sales focused training programme• Direct line responsibility for IT infrastructure and desktop support call centre with 250 seats supporting applications and telephony

Economics

Education record