Rory Mitchell Mba Cmgr Fcmi Email and Phone Number
Accomplished Transformation Director with an MBA and 20+ years of experience driving results in program management, business operations, and digital transformation. Proven ability to deliver on complex projects, optimize resources, and achieve significant cost savings. Skilled in change management, financial growth, and building strong stakeholder relationships.Key Achievements:Increased productivity of transformation function by 20% through portfolio management.Delivered major network re-architecture and infrastructure project with substantial financial benefits.Reduced project overrun time by 20% and project overhead cost by 5%.Led the transition of the company's contact center estate from 40% onshore to 90% offshore, saving £8m annually.Improved customer experience by creating high-performing teams and applying innovative solutions, resulting in a 15% increase in CSAT and a 20% reduction in calls.Expertise:Budgeting & Revenue GrowthFinancial ManagementStrategic PlanningCustomer Service/Relationship ManagementChange ManagementProgramme ManagementDigital SkillsLooking to leverage my experience to lead a high-performing team and deliver transformative results for a forward-thinking organization.#transformation #digitaltransformation #programmanagement #changemanagement #customer experienceMy additional skills lie in carrying out an independent initiative when required, to promptly identify and efficiently resolve complex operational, technical, and financial issues. As Head of Business Planning and Strategy for TalkTalk, for instance, I utilised my expertise in these areas to carry out budgeting and long-term planning for consumer contact centres and delivered durable resourcing models; leading to strategic business transformation and new product launches. Some of my core skills also include: Budgeting & Revenue Growth | Financial Management | Strategic Planning | Customer Service / Relationship Management | Interpersonal Communication | Stakeholder Management | Administration | Forecasting | Change Management | Service Delivery | Risk Management | Coaching & Mentoring | Outsourcing | Supplier Management / Selection | Programme Management💬 I’m always happy to grow my connections. If you would like to learn more about me and my career, please connect with me!
Tech Mahindra
View- Website:
- techmahindra.com
- Employees:
- 109765
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Account ManagerTech Mahindra Aug 2024 - Present
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Transformation Delivery DirectorTalktalk Mar 2022 - Apr 2024Manchester, England, United KingdomDriving Transformative Change at TalkTalkAs Transformation Delivery Director at TalkTalk, I lead a team responsible for delivering complex technology, security, and compliance initiatives for a leading UK broadband provider. I leverage strategic portfolio management to optimize resources and maximize investment benefits, exceeding goals like:20% increase in transformation function productivity20% reduction in project overrun time5% reduction in project overhead costsDelivered major network re-architecture and infrastructure project yielding significant financial gainsMy expertise lies in:Portfolio & Program ManagementChange ManagementCost OptimizationRegulatory ComplianceSecurity MaturityI am passionate about building high-performing teams and fostering a culture of innovation to deliver impactful results.#transformation #programmanagement #changemanagement #security #compliance -
Head Of Business Planning & Strategy (Contact Centres)Talktalk Apr 2017 - Apr 2022Manchester, United KingdomCustomer-Centric Transformation LeaderI spearheaded the strategic transformation of TalkTalk's consumer contact centers, driving significant improvements in efficiency, cost savings, and customer experience. Here are some key highlights:Delivered £8m annual savings through optimized outsourcing, rate reductions, and commercial efficiencies.Increased Customer Satisfaction Score (CSAT) by 15% and reduced calls by 20% by building high-performing teams and implementing innovative solutions.Led the successful transition from a 40% onshore to a 90% offshore contact center model, managing 100 campaigns across 5 channels.Championed digital adoption by overseeing 2.5 million automated self-serve interactions and leading the customer journey strategy for all channels.Expertise in:Contact Center TransformationBudgeting & ForecastingSupplier ManagementCustomer Journey MappingChange ManagementOmnichannel ManagementBusiness Process OptimizationProven ability to lead, motivate, and develop high-performing teams, resulting in a thriving work environment with over 60% Employee Net Promoter Score (ENPS).Looking to leverage my strategic thinking and customer-centric approach to lead business transformation initiatives in a dynamic organization.#customer experience #contactcenter #transformation #omnichannel #businesstransformation #strategy
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Head Of Contact ForecastingTalktalk Sep 2012 - Mar 2017Responsible for forecasting, planning and capacity delivery for 4000fte across 5 suppliers. Optimisation across the contact centre estate for service performance. Commercial responsibility for invoicing, targeting and service managemet of outsource partners.
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Senior Business PlannerTalktalk May 2010 - Sep 2012Leading the forecasting and budgeting process for Customer services, Technical support, Sales and Retentions for Consumer and Business to Business Functions. As well as co-ordianting capacity management across 7 outsource partners.
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Retail Planning ManagerVodafone Feb 2008 - Apr 2010This role was created to bring call-centre scaled optimisation techniques to the retail store network of Vodafone. I was responsible for the forecasting of footfall, scheduling of store members, and the long-term resourcing model to optimise the resources against footfall opportunities. In addition to these planning activies I also developed and deployed a linaer programming targeting and sales forecasting model to improve the accuracy of the store level targeting and optimisation of resources. -
Outsource Call-Centre Delivery ManagerVodafone Jan 2007 - Feb 2008This role was created to transform the performance of our four outsource partners within the UK, from a contractual by the letter performance to an integrated approach which delivered reduced costs, improved productivity and increased customer loyalty.
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Scheduling ManagerVodafone Sep 2003 - Dec 2006Planning and delivering schedules for 2000 internal call centre staff across 7 sites and 23 departments, and managing a team of 12 analysts.
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Planning AnalystNorwich Union Insurance Aug 2001 - Aug 2003Scheduling, forecasting and scenario planning for Norwich Union Directs 4 claims call-centres. -
Team ManagerNorwich Union Insurance 2000 - 2001
Rory Mitchell Mba Cmgr Fcmi Education Details
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Merit -
Business Studies -
Truro School
Frequently Asked Questions about Rory Mitchell Mba Cmgr Fcmi
What company does Rory Mitchell Mba Cmgr Fcmi work for?
Rory Mitchell Mba Cmgr Fcmi works for Tech Mahindra
What is Rory Mitchell Mba Cmgr Fcmi's role at the current company?
Rory Mitchell Mba Cmgr Fcmi's current role is MBA | Executive ✦Account Manager✦ Transformation Director✦ Business Development ✦ Change Management ✦ Financial growth ✦Operations ✦Digital Transformation ✦ A natural leader, collaborative, and commercially astute✦.
What schools did Rory Mitchell Mba Cmgr Fcmi attend?
Rory Mitchell Mba Cmgr Fcmi attended Middlesex University, Liverpool John Moores University, Truro School.
Who are Rory Mitchell Mba Cmgr Fcmi's colleagues?
Rory Mitchell Mba Cmgr Fcmi's colleagues are Karthik Varma, Srinivasarao Vasamsetti, Subhadeep Sen, Srabani Rout, Sateesh Gadde, Shankar Kumar, Kannan P.
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