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Highly transferable strategic and operational management skills with over 20 years of customer-focused experience in leadership with increasingly responsible positions in Canada and previously the UK. Adept at improving both customer facing and back-office process challenges covering the full gamut of post-sales, business analysis and service delivery activities. Thrive in fast-paced environments with a mandate to drive change and performance. Accomplishments include: Leadership ► Adept at building high-performance B2B and B2C customer, technical and professional service teams and coordinating with enterprise peers to develop processes and systems to handle both current and future business needs. Innovation ► Initiating and leading cross-functional business process redesigns credited with sustainable, 7-figure savings and improved service delivery levels. Technology ► Delivering multi-channel customer implementation, training, support and service solutions and leveraging CRM automation, problem-solving toolsets and analytical models to enhance and support business objectives. Strategy ►Driving service, process and product improvements to continuously propel and position teams ahead of the curve to beat customer, competitor or market challenges and expectations. Consulting ► Consulting internationally with diverse stakeholders to develop leading-edge business insights, to identify revenue enhancing opportunities and to facilitate the delivery and implementation of appropriate strategies and programs. I think strategically and deliver tactically. I connect easily with people, am adept at managing cross-functional and multi-disciplined teams and act as a trusted advisor to executive management.
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Chief Operations OfficerVrify May 2024 - PresentVancouver, British Columbia, CaHelping build the future of mineral exploration with AI-enhanced predictive targeting. -
Vp Of Client DeliveryVrify Sep 2023 - May 2024Vancouver, British Columbia, CaHelping the mining industry transform complex geological data and 360° site maps into captivating 3D models to build interactive and impactful presentations to investors and shareholders.Ensuring data transformation, 3D modeling, image production, implementation and client success teams deliver an awe-inspiringly easy and memorable customer journey.
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Senior Director, Service DeliveryTrulioo Feb 2022 - Sep 2023Vancouver, British Columbia, CaImproved the efficiency and effectiveness of orchestration, onboarding and support processes to digital identity (KYC, KYB, Document Verification) customers across Crypto, Finance, Marketplace and Social Media industries.★ responsible for strategy and day-to-day operations of Trulioo’s world-class Implementation, Customer Experience, and Incident Management teams★ partnered with Product, Engineering, Sales and Data Science to support development, QA, release and go-to-market initiatives and to accelerate and enhance customer go-live experiences.★ built out regional service footprints to cater to 24/7/365 service demands of global, enterprise-scale customers.★ augmented CRM and BI reporting to leverage customer, business and product data in decision making.★ enabled and empowered service teams to adapt service protocols to accommodate agile roadmaps -
Director, Client ServicesGlobal Relay May 2019 - Jan 2022Vancouver, Bc, CaDirected and lead strategy, operations and performance of post-sales Implementation, Training, Technical Support, Professional Services, Business Analysis and Service Delivery teams with ~100 employees across 4 countries servicing 20,000+ financial customers.★ highly adaptive approach to supporting archiving and workflow needs of regulated finance and insurance entities and providing complex, audited and high security data management services. ★ deep revenue ownership and strong cross-functional and multi-disciplinary focus delivering systems, process and people improvement programs to beat customer pipeline, acquisition, retention, monetization and satisfaction KPIs.★ accountable for defining and developing policies, workflows and internal controls to manage high-risk areas with regulatory (IIROC, SEC, FINRA, FCA) oversight and subject to external (SOC2, ISO27001) audits. -
Director, Data Services & Technical SupportGlobal Relay Jul 2017 - May 2019Vancouver, Bc, Ca★ lead and developed 2 customer-facing teams of 50+ employees in North America and Europe servicing the 24/7/365 technical support, data migration, eDiscovery and compliance requirements of 20,000+ customers across the global financial industry.★ leveraged multi-channel CRM and ticketing systems and streamlined process controls to enhance the support experience for SMB/Enterprise services.
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Associate Director - Data ServicesGlobal Relay Nov 2015 - Jul 2017Vancouver, Bc, Ca★ assisted financial services customers comply with their regulatory obligations by efficiently and effectively meeting their data migration and data management needs for email, instant messaging & social media data.★ enhanced processes to securely and accurately import / export billions of messages to / from 3rd party systems in line with ISO27001 standards.
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Market Strategy & PlanningChc Helicopter Jan 2014 - Nov 2015Irving, Tx, Us★ provided Executive Management and Board with strategic analysis and advice.★ redefined framework, tools and team skill sets for market strategy, program planning, industry analytics and financial performance measurement,★ implemented and managed cross-functional corporate, industry, market, competitor, customer and pricing research programs,★ advanced information sharing, knowledge building and decision-making capabilities through the leveraging of 3rd party datasets and internal ERP &CRM capabilities and the introduction of data governance standards and policies._______________________________________________________________________________ -
Consultancy & Interim ManagementEnergici Holdings Inc Jan 2005 - Dec 2013Consultant or interim manager providing advisory support and project or change management services to private and public sector clients, primarily in the areas of Strategic Planning, Program Management and Data Services, including :★ C-level development of program/systems management tools and KPIs for improving prioritization and performance of strategic project portfolios, along with facilitation of B2B and B2C strategy and business plan development workshops.★ business process re-engineering and change management activities to improve planning, operational, marketing and financial performance through a better understanding of external industry dynamics and the leveraging of internal knowledge, relationships and BI/CRM/ERP systems.★ management and analytics support for customer-focused transformation initiatives, including customer segmentation, loyalty programs, category management, direct and indirect marketing communications.★ interim management and provision of commercial due diligence, program management, investment risk assessments and operational support for commodity trading start-up._______________________________________________________________________________
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Global Consumer Insight, Market Analytics, Business PlanningImperial Brands Plc Nov 2002 - Aug 2004Bristol, Bristol, GbGlobal responsibility for Market Strategy and Brand Planning :★ initiated leading-edge market and consumer insights capability★ mentored global insights team of 75 employees across 20 countries★ restructured global research, analytics and planning functions and SLAs with leading support organisations to secure 7 figure cost savings as well as to improve scope, reach and output quality★ developed and facilitated portfolio strategy programs for core, strategic and developing markets★ restructured global toolkits for quantitative and qualitative consumer and brand research★ created push/pull BI systems for market analytics / 'big data'★ provided technical and content support to CRM, B2C & B2B Marketing, Category Management and Brand Development initiativesFor a detailed list of accomplishments, please request my resume._______________________________________________________________________________ -
International Market IntelligenceImperial Brands Plc Jan 1999 - Nov 2002Bristol, Bristol, Gb'Internal consultant' role supporting multiple corporate development projects, including :★ investment prioritization modelling★ research and analysis for new brand / market development initiatives★ development of brand and customer satisfaction KPIs ★ analysis of strategic brand marketing campaign ROIs★ improvement of business information and digital asset management systems★ M&A intelligence and regulatory submission supportFor a detailed list of accomplishments, please request my resume._______________________________________________________________________________
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International Sales ManagementImperial Brands Plc Mar 1996 - Jan 1999Bristol, Bristol, GbDeveloped strategic brand presence and growth across Western Europe :★ managed independent sales distributors and sales teams★ developed and launched brand, trade and consumer marketing initiatives
Richard Cyphus Skills
Richard Cyphus Education Details
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University Of East AngliaFrench & German
Frequently Asked Questions about Richard Cyphus
What company does Richard Cyphus work for?
Richard Cyphus works for Vrify
What is Richard Cyphus's role at the current company?
Richard Cyphus's current role is Client Experience & Service Delivery, SaaS.
What is Richard Cyphus's email address?
Richard Cyphus's email address is ri****@****lay.com
What is Richard Cyphus's direct phone number?
Richard Cyphus's direct phone number is +160448*****
What schools did Richard Cyphus attend?
Richard Cyphus attended University Of East Anglia.
What are some of Richard Cyphus's interests?
Richard Cyphus has interest in Boating, Skiing, Consumer Insightsoutdoor Enthusiast, Strategy Planning, Snowshoeing, Hiking, Consumer Insights Outdoor Enthusiast, Portfolio Planning, Market Analysis, Industry/business Intelligence.
What skills is Richard Cyphus known for?
Richard Cyphus has skills like Market Analysis, Business Planning, Customer Insight, Strategic Planning, Marketing Strategy, Analysis, Cross Functional Team Leadership, Strategy, Business Intelligence, Project Planning, Marketing Management, Business Analysis.
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