Ross Baxter

Ross Baxter Email and Phone Number

Head of Operations Technology @ Trust Payments
london, england, united kingdom
Ross Baxter's Location
Peterborough, England, United Kingdom, United Kingdom
Ross Baxter's Contact Details
About Ross Baxter

A dedicated, loyal, professional who strives to deliver customer excellence at every opportunity and has a real passion for people with 16 years people management and service delivery experience in the prepaid and financial industry.

Ross Baxter's Current Company Details
Trust Payments

Trust Payments

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Head of Operations Technology
london, england, united kingdom
Website:
trustpayments.com
Employees:
130
Ross Baxter Work Experience Details
  • Trust Payments
    Head Of Operations Technology
    Trust Payments Apr 2023 - Present
    London, England, United Kingdom
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  • Cashflows
    Head Of Service Management
    Cashflows Apr 2021 - Feb 2023
    Cambridge, England, United Kingdom
    Working within IT as part of the senior leadership team:Recruiting and implementing a service management team to ensure success.Delivering Exco initiatives whilst leading and supporting a team with a strong focus on service restoration, problem management and change management.Responsible and accountable for production and integration platform availability and stability for customer and internal use.Design, implement and ultimately own the end-to-end Incident Management processes to support the growing business. This includes incident communications during an event in addition to providing post incident documentation for internal/external distribution.Owner of problem management sessions, ensuring long term resolutions are identified and delivered from learnings.Delivered robust change management process (with weekly CAB reviews) ensuring controls and platform stability are at the forefront without causing disruption to development sprint timelines. Actively participate in tech review meetings to ensure sizing of IT resources meet current and future needs. Implemented automation to alerting and ticketing which reduced out of hours ‘on-call’ costs and manual work whilst ensuring value add by remaining ‘on-call’ resource.
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  • Cashflows
    Interim Head Of Customer Operations
    Cashflows Feb 2021 - Apr 2021
    Cambridgeshire, England, United Kingdom
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  • Cashflows
    Incident & Business Continuity Manager
    Cashflows Nov 2020 - Feb 2021
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  • Travelex
    Service Delivery Manager
    Travelex Jan 2019 - Nov 2020
    London, United Kingdom
    Working within Payment Operations but working closely and in collaboration with engineering leads:Designed, created and implemented end to end Incident Management processes to support new Payments product and existing growing business. Including:Incident roles and responsibilities, priority definitions, Target SLA's, internal/partner communications, root cause analysis, problem management and out of hours on call processes.Defined, created and embedded use of ticketing tool across all Payment teams including utilisation of existing IT service desk support team.Assisted in creation, supported and rolled out engineering change processes delivering much needed visibility across the business with the primary aim to protect our customers but not conflict with AGILE delivery. Key contact for internal and partner stakeholders within BAU and incident scenarios.Experienced incident management, driving resolution and owning communications to business and partners. Hired, recruited and managed Incident Management role to ensure key man dependency avoided.Introduced and assumed lead role in problem management sessions to ensure long term resolutions identified and delivered.Key member of project teams ensuring operational and systemic readiness for product launches, releases and changes.Creation of service delivery space ensuring new and existing processes documented and regularly reviewed.Creation of Service Catalog documenting business and client impact detailing operational process to follow in the event of an incident.Owner and driver of BCP for Payment teams - initial completion of documentation, regular testing and regular reviews.
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  • Mastercard Prepaid Management Services
    Head Of Service Operations
    Mastercard Prepaid Management Services Jun 2014 - May 2018
    Peterborough, United Kingdom
    Reporting into the MasterCard executive team, led a global team of (24x7) first and second line application support analysts within the prepaid industry managing requests, incidents and change. Ultimate responsibility for production environment availability and stability for internal, client and customer (mobile/digital platform) use. Delivered senior management/Exec initiatives whilst leading and supporting teams with a strong focus on service restoration, problem management and change management.Devised and delivered new global comms process (internal and external)Design input and responsibility for growth of knowledgebase (Confluence) across the 5 global teams.Defined MI reporting format for the team against senior management spec to deliver weekly/monthly reports to provide valuable metrics, the use of which drove focus on any problem areas.Team management (18 individuals across 3 countries).Incident ManagementProblem ManagementChange ManagementStakeholder Management Data AnalysisOverseas Travel
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  • Mastercard Prepaid Management Services
    Platform Support Manager
    Mastercard Prepaid Management Services Sep 2010 - Jun 2014
    Peterborough, United Kingdom
    Led a team of first line analysts within the prepaid card industry (through a period of Change and migration, Travelex prepaid purchased by MasterCard).Team managementSLA analysisOverseas travelIncident managementProblem ManagementVendor ManagementStakeholder management
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  • Travelex
    Platform Support Analyst
    Travelex Jun 2008 - Sep 2010
    Working within a team of first line analysts within the prepaid industry.Data analysisApplication and Product knowledgeSLA analysisIncident managementVendor ManagementDefect trackingStakeholder managementDefect testing
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  • Travelex
    Service Centre Team Leader
    Travelex Oct 2004 - Jun 2008
    Led a team of agents handling inbound travellers cheques/prepaid card queries.Performance Management.Team ManagementStakeholder Management
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  • Pearl
    Senior Operator - Call Centre
    Pearl 2002 - 2004
    Pearl Assurance
    Handling of complaint/escalated inbound calls focussing on Pension products.Team management (during TL absence)Coaching/feedbackCustomer Service
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  • Pearl
    Call Centre Operator
    Pearl 2000 - 2002
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Ross Baxter Skills

Relationship Building Relationship Management Teamwork Team Management Incident Management Analytical Skills Vendor Management Defect Tracking Change Management Stakeholder Management Staff Management Staff Supervision Management Team Leadership Leadership Itil V3 Foundations Certified It Service Management

Ross Baxter Education Details

  • Eastholm Secondary
    Eastholm Secondary

Frequently Asked Questions about Ross Baxter

What company does Ross Baxter work for?

Ross Baxter works for Trust Payments

What is Ross Baxter's role at the current company?

Ross Baxter's current role is Head of Operations Technology.

What is Ross Baxter's email address?

Ross Baxter's email address is ro****@****ard.com

What is Ross Baxter's direct phone number?

Ross Baxter's direct phone number is +1 914-249*****

What schools did Ross Baxter attend?

Ross Baxter attended Eastholm Secondary.

What skills is Ross Baxter known for?

Ross Baxter has skills like Relationship Building, Relationship Management, Teamwork, Team Management, Incident Management, Analytical Skills, Vendor Management, Defect Tracking, Change Management, Stakeholder Management, Staff Management, Staff Supervision.

Who are Ross Baxter's colleagues?

Ross Baxter's colleagues are Eriks Larionovs, Rhian Davies, Alexander Marchant, Shafqat Syed, Namrata Mishra, Lorraine Graham, Antonis Bitounis.

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