A full service Property Management Company, servicing a Portfolio of 35 major Properties , with 2000 Units. Primary SaaS CRM tool AppFolio for client engagement, Accounting and Operational services. Company strategy was to be successfully acquired within the next 12 to 18 months.The employment was based on addressing revenue growth, cash flow, customer satisfaction, NPS and retention issues. In addition, the primary online Client relationship and service management tool (AppFolio) was to be fully adopted and effectively utilised.Key Outputs. Positive cash flow and revenue growth achieved in 6 months. 100% transition of all key service offerings to Online CRM Tool. Company successfully sold and transitioned to new owners and exec team.

Trust Payments is a Fintech providing SaaS payments and Retail omnichannel solutions. Short term assignment as interim leader of recently acquired UK software engineering company with SaaS and On-Prem service solutions. Led the post acquisition review, integration and scale planning across all Customer Operations, Product Development. Key Outputs: ∙ engaged all enterprise customers reviewing contracted value proposition, service experience and potential upsell revenue opportunities.∙ integrated into parent company work flows and tools for; Customer Boarding, Customer Operations and support service levels. Collaboration with all Key functional leaders. ∙ rapid execution of hire plan for 40% + increase in delivery capacity by year end.

Startup: KYC, KYB, AML Cloud SolutionLed the effort to define product operational readiness and customer boarding . Key outputs:• amended application workflows to maximise frictionless client boarding and user experience• produced customer product support playbooks

Late Stage Startup, Series A | SaaS e-commerce, Order, Inventory, Warehouse management. leadership of all Customer Operations: Customer Success, Boarding, Helpdesk, Tech Support, with P&L accountability. Major effort to transform to a more scalable operating model requiring the maturing of internal collaboration, building of consistent can do culture and multiple initiatives covering customer journey mapping, segmentation product adoption and professional services engagement. Key outputs:• roll out of new pricing plan based on band subscription, user and trx vol. • client profiles upgraded with real time life cycle journey and sensitivity data. • client experience rating improvement from 3 to 4.2 / 5• 13 % avg. reduction in monthly churn• 60% increase in customer monthly boarding capacity• 30 % revenue growth yr on yr

Led global SaaS B2B Customer delivery operations for Omnichannel Payments gateway,Fraud prevention and Biller solutions. 120 + direct and 300 indirect global team supporting $ 450m ARR business. Co share accountability of in year revenue achievement. Major leadership effort covering integration and transformation initiatives for 4 separate SaaS company acquisitions establishing common org structure, tools, workflow and OKRs. Key outputs:• integrated multi-function deal enablement / solution review module into Salesforce, increasing rate of review and contributing to 3 in 10-win rate. • reduced average time for Client change request completion from 3 months to 6 weeks via fast track automation.• raised client experience 0-5 scores for pre-sales, boarding and change requests from 2.5 to over 4 . • First 24 months achieved 35% + improvement on elapsed time for client 'go live' and revenue start.

PE owned SaaS payment and fraud prevention provider . Led all post sales customer operations. $50m ARR global business with 1500 clients across multiple industry sectors. Focussing all initiatives was the owner’s target to sell company within 2-3 yrs. Key Outputs:• Successfully supported the resigning of all major contracts up for renewal . • Created detailed engagement plans for large and strategic customers driven by customer growth strategy and LTV. • Reduced average time to revenue from 3.5 months to 6 weeks.• Supported revenue growth yr on yr of 20 + %.• 18+% improvement on client experience ratings.

Led multi regional Customer Delivery Center for product development, customer boarding and platform support . Key Outputs: • Built out EMEA delivery solution center in Germany with 5 satellite locations across EMEA, 200 direct and 500 indirect, supporting $1.5bn AR.• Tripled client trx volume over 3 yrs. through organic and large bank portfolio conversions. • Defined integrated front end platform client management for Issuer and Acquiring Banking Clients• Deployed acquirer and merchant online UI solution - SaaS based delivery model• Deployed SaaS fraud prevention solution integrated to backend Acquiring processing platform.• Established international operational compliance team covering PCI, SOX, ISO.

Dual reporting line to COO and Regional Business Exec. Led collaboration with key functional leaders of Product, Sales, Marketing, Merchant Operations and Technology Services. Mission to improve Business/Operational readiness to meet rapidly expanding digital demand. Key Outputs:• End to end customer lifecycle management review, resulting in major simplification changes to multifunctional ownership and engagement process flow.• Introduction of enhanced opportunity criteria analysis and approval decision cycle. Reduced averageassessment elapsed time by 30%.

Led Product Development team, 200+ staff, building new product and enhancements (software engineering) for card issuing and merchant acquiring platform. After 15 months reassigned to lead IT Strategy team, 40 + Solution Architects and BAs supporting strategic business Development. Key Outputs: • Defined application services technology 1-3 yr Strategy plan. • Outsourced 40% of Dev to India to achieve an annual saving of 25% .• From across EMEA consolidated 12 Front end Payment platforms down to 4 resulting in 50% + reduction in annual operating costs.

Securicor UK (now G4S) : 3 month delivery review of IT outsourcing company acquired by Securicor. Ensure Technology (Now AZEA Group) NZ: 18-month expansion of messaging delivery capability.

Software Solution Center responsible for the development and deployment of e-com product. Major enterprise clients within Financial Services (Banking, Insurance) and Government sectors.

PMO accountable for the delivery of a 250+ project portfolio within Fin Tech Out sourcing (Banking), Government and Telecommunications sectors. Contracts valued from $10m- $30m.