Raphael Berwitz Email & Phone Number

Manchester, Gb

I enable entrepreneurs, established companies & firms, charities, professional and membership organisations to transform, grow and optimise their business. Providing business & leadership strategy, organisational (re)design, change, performance & operational management, commercial and programme delivery in a collaborative way.

Manchester, England, United Kingdom

Leadership Growth & Performance Coach, Business Advisor, and Panel Speaker. Providing 121 & Group coaching for emerging and scale-up founder-led businesses. Championing diversity in entrepreneurship from underrepresented communities.

Accountable for operational performance delivery of internal and contingent operational teams. Delivering best in class "right first time" scores in excess of 90%.Established new product management ecosystem for the Business Bank’s approach to KYC (Know Your Customer)/CDD (Continuous Due Diligence)Utilised customer experience data (complaints & NPS), customer research, and drop out data to align the strategy to customer feedback. Delivering new customer journeys, digital automation and self-serve opportunitiesHead of Quality Control team of 100 FTE, providing QC on all data-led Business Banking KYC checks. Team was operational and trained within 3 weeks to meet urgent regulatory requirements. Design of workforce management capacity plan and burn-down delivery plan to ensure all key regulatory deadlines were achievedDesign & Delivery of "Barclays first" digital customer response tool to drive new customer engagement opportunities.Maintained core responsibilities for previous role in tandem with this role

United Kingdom

Head of internal performance consultancy team, identifying commercial & customer experience (CX) optimisation opportunities in digital, self-serve and colleague-led journeys at scale for over 16 million Retail and 1 million Business Banking customers.Chair of the Business Banking Targeting & Marketing Forum, prioritising Above the Line & Below the Line marketing activities through an Acquire, Grow and Engage lens. Utilising conversion rate optimisation (CRO), customer experience and cost per acquisition data to inform decisionsLead Lean Six Sigma methodology studies and through the use of behavioural analytics, to identify process optimisation, customer engagement and journey efficiency opportunities which delivered improved commercial and CX benefits. Delivered >£1m (2023) of in-year benefits through relentless focus on performance management, continuous improvement and customer experience. Measured through targeted KPI’s, Measures and TolerancesAccountabilities covered savings, lending, payments & investment products across Retail, Premier, Business, Wealth and Mortgage Distribution as well as the Global Contact Centre EstateChair of global initiatives to foster collaboration across our global estate (USA, UK, Germany, India & Philippines), delivering consistency in approach to customer experience, colleague engagement and absence managementChair of colleague council. Developed a colleague-led annual engagement plan and delivered through an inverted hierarchy. Success measured through: YOY Top quartile colleague engagement scores with high ratings in Diversity & Inclusion, Empowerment, Challenge, Drive, Engagement, and Wellbeing as well as <5% attrition and <8% absence

North West England & North Wales

Providing expert Relationship Management to a portfolio of High Net Worth individuals across the North West of England and North Wales, specialising in Sports, Media and Professional Services.

Scotland

Following the successful integration of Woolwich Building Society in to Barclays, lead a team of 22 branch managers (220 FTE) across Scotland. Accountable for P&L growth, customer experience and branch operations during a time of significant financial unrest and cultural change.Additional accountability for P&L performance of West Yorkshire and Merseyside branch teams.Key Achievements:Ranked #1 Barclays team globally for lending growth - recognition presented at the Global Lending Conference in DubaiRanked #1 Bank for Customer Satisfaction in Scotland (Poll data provided by GfK NOP)

Progressed through a range of customer, product, performance and leadership roles from Software trainer, Small Business Manager, Team Leader and Business Development Manager

Knutsford, England, United Kingdom

Senior Fitness Instructor/Personal Trainer and Body Combat Instructor

Currently Studying - Cmi Level 7 (Masters), Strategic Management And Leadership Practice

The CMI Level 7 Award in Strategic Management and Leadership Practice qualification is for senior leaders looking to build on their.

Mini Mba, Strategic Business Leadership

* Strategic Leadership & Team Development * Delivering Customer Value - The Operations Perspective * Marketing Strategy * Financial.

Education record

Education record

Sports Science

Education record