Steve Jones Email & Phone Number

Milton Keynes, England, United Kingdom

Milton Keynes, United Kingdom

Customer Engagement, Sales, Operational Management and Business Process expertise

Milton Keynes, United Kingdom

Northampton, United Kingdom

Responsible for Customer Service and Support functions including systems, management information, quality control, compliance oversight, project management and delivery to strategic plan.I am a result driven Operations Director with over 20 years Contact Centre management experience within the Financial Services sector. I have a proven track record in exceeding budgeted profit through effective leadership and performance management, with particular strengths in achieving business goals… Show more Responsible for Customer Service and Support functions including systems, management information, quality control, compliance oversight, project management and delivery to strategic plan.I am a result driven Operations Director with over 20 years Contact Centre management experience within the Financial Services sector. I have a proven track record in exceeding budgeted profit through effective leadership and performance management, with particular strengths in achieving business goals and driving continuous improvement through change programmes. I have held senior leadership responsibility for both front and back office including customer facing, analytical and technical roles as well as holding full accountability for key stakeholder relationship management. I am fully experienced in Project delivery practices and have held overall responsibility for a numerous business change strategies including complex portfolio acquisitions from blue chip companies, requiring system integration, technical delivery as well as creation of target operating models. My colleagues know me as a highly focused individual who can always be trusted to deliver and exceed expectations. I have a particular interest in the creation of best in class Management Information and Resource Planning systems and I’m also trained as an IBM Cognos (Business Analytics) power user. Show less

Leicester, Southport & Barnet

Delivering operational leadership across two separate businesses through a multi-site Contact Centre with over 80 sales, service and back office staff, providing various General Insurance products and Let Property facilities to c 60,000 direct and 5,000 B2B customers.Instrumental in the creation of a ‘Start Up’ business requiring development of new product proposition, acquisition and integration of large portfolios and implementation of new business strategies resulting in c £19m… Show more Delivering operational leadership across two separate businesses through a multi-site Contact Centre with over 80 sales, service and back office staff, providing various General Insurance products and Let Property facilities to c 60,000 direct and 5,000 B2B customers.Instrumental in the creation of a ‘Start Up’ business requiring development of new product proposition, acquisition and integration of large portfolios and implementation of new business strategies resulting in c £19m turnover / £3.5m profit within first 3 years. Developed excellent relationships with key stakeholders including outsourced service providers, Insurers, IT system providers and leading sales network partners. Continually met and exceeded profitability targets through effective performance management and adherence to key SLA’s / KPI’s, working closely with the MD developing future business strategy and driving a culture which focuses on continual process review. Show less

Delivering operational leadership across two separate contact centre sites within the Lettings / Financial Services sector. Completed full top to bottom process review, developed new strategy and project led implementation of new core systems, products and operating processes.

Northampton

Responsible for:• 100 Frontline Sales & Service Contact Centre staff.• 50 Support staff covering Management Information, Training & Coaching, Technical and HR Support, Facilities, Customer quality and Administration.• Providing accurate real time, daily, weekly & monthly Contact Centre MI. • Staff & volume resource planning on a monthly, daily & half hourly basis.• Constantly assessing Contact Centre shift requirements & ACD utilisation. • Identifying front… Show more Responsible for:• 100 Frontline Sales & Service Contact Centre staff.• 50 Support staff covering Management Information, Training & Coaching, Technical and HR Support, Facilities, Customer quality and Administration.• Providing accurate real time, daily, weekly & monthly Contact Centre MI. • Staff & volume resource planning on a monthly, daily & half hourly basis.• Constantly assessing Contact Centre shift requirements & ACD utilisation. • Identifying front and back office process efficiency or customer experience wins.• Providing Cost Benefit Analysis of potential Contact Centre opportunities.• Motivating staff through recognition, development and training.• Project managing change processes into the Contact Centre. Show less