Driving change and improving operational excellence through efficiency measures and transformational initiatives. Achieving annualised benefits realisation of £4m in 2022. Remote management of a team of Business Performance Managers; creating a high performing and inclusive culture. I am a brilliant people leader who is experienced in setting a vision, clear objectives and inspires excellence withing the team.  Project and workstack management prioritising multiple and high value requests, understanding robust business improvement plans covering metrics impacting customer demand, experience, and business requirements.  Responsible for the long-term strategic development of Business Performance, exploring new solutions and driving continuous improvement through lessons learned.  Creating links between customer channel of choice connecting, digital, retail and contact centre interactions. Building and maintaining influential relationships across operational and support areas at a senior level, including the MD, Directors and Head of Departments Adaptable approach to high pressure situations, with experience in problem solving and delivering quick practical solutions. Proven understanding of project management and experience landing large scale change effectively in an operational environment.

Led a team of Strategic Insight Analysts creating actionable insight for domestic & commercial customer outcomes, business improvement opportunities and strategic decision making. Built a continuous improvement capabilities programme to develop analytical methodologies to drive sustainable improvement activity.  Created a storyboarding process to define the “so what” for stakeholders delivering actionable insight that supported informed decision making. Provided a multi-layered, meaningful view to varying Stakeholders from Operational leaders to Exec board to inform strategic priorities through interpretation and contextualisation of data. Maintained enterprise ownership of the Customer feedback platform (Rant and Rave) from procurement, implementation and embedding of system and culture. Budgetary responsibility of £700k PA. Owned strategic oversight of responsibilities including user management of +2,000 users across multiple channels, internal operations and multiple partners. Implemented and owned rollout and sustain of enterprise level interaction analytics tool (Verint/Avaya).  Managed call profiling of +10 million interactions per year, understanding call dynamics, repeat drivers, customer churn and complaint root causes. Accountability for ensuring end to end delivery of projects to SLA and agreed outcomes.

Application of lean methodology and transfer of knowledge and skills to Operational leads to enable sustainability of the transformation.Focusing on process efficiency lens during a 15 week Operational deployment ensuring the voice of the customer remains central. Current state analysis identifying potential inefficiencies, variability and waste within the deployment area by analysing data sets, completing observations and facilitating group feedback sessions.Future state analysis to help identify areas of opportunity which are bespoke to the deployment area while maximising on impact.Implementation of key initiatives such as Standard Operating Procedures ensuring full governance of documentation to form the basis of continuous improvement and reduction of variability within a process.Presentation of findings and recommendations to senior management team such as the Customer Services Director and the Director of Domestic Retail Business. Stakeholder management of the Operational team to achieve sign off and delivery of initiatives.Effective data collection through demand tracking to form the basis of route cause problem solving, helping reduce customer demand into the area promoting further FTE savings.Individual coaching and feedback to the Operational team to ensure successful delivery of initiatives achieving anticipated impacts.KPI tracking through weekly a tactical implementation plan, providing view of progress made and action tracking of potential issues and resolutions or risks to delivery.Monthly sustainability assessments of previous deployments areas to measure and report progress and overall sustainability of the transformation.

Personal development of Quality Analysts within the team through 1:1 sessionsDrive performance to ensure set KPIs are achieved to allow on time delivery of operational obligationsConduct team calibration sessions to ensure consistent team output Report monthly findings to Service Manager, ensuring report is tailored to requirementsEngagement with Service and Operational leads to identify business requirements and provide actionable analysis and reporting to aid reduction of existing Compliance and Quality issuesHighlight potential training requirements found during monthly monitoringResolve escalated queries through internal dispute processManagement of team in line with company policies and proceduresExpanded management to wider team in absence of other Quality Team ManagersEngage with stakeholders through operational meetings to gain insight to their challenges and obtain key feedback to bring back to my team

Evaluate calls against internal measureProduce detailed reports highlighting coaching and training requirements Report back to management teams Facilitate call levelling sessions to ensure full understanding of the evaluation process Monitor adherence to compliance obligations Use of internal and external software to a high standard Support management teams within their own operation to help drive performance