Steve Holdsworth Email and Phone Number
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Over 20 years experience in contact centre outsourcing both as a client and a vendor. Having proudly joined the industry as a contact centre agent in the UK in 1999 and exited as a global operating leader in South Africa in 2020 I have worked extensively with and in other countries including India, Philippines, Australia and the US, If you are considering any of the following, I can probably add value to your thought process and strategy: - Developing Your Outsourcing Strategy - Onshore, Nearshore, Offshore or Hybrid - RFI / RFP Vendor Selection & Benchmarking - Contract Negotiation, Implementation, Renewal or Re-Negotiation - Outcome Driven Commercial Constructs, Service Credit Regimes & Risk / Reward Scorecards - Due Diligence, Transition & Onboarding - Vendor Performance Management, Audit & Governance Implementation - Terminations, Ramp-down and Remediation Management I can assist with outsourcing across any industry, function or location and also specialise in Energy & Utilities, Offshoring and Contact Centre Operations (Sales, Service & Collections), particularly in the UK, India and South Africa.
Bpm Advice
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- bpmadvice.com
- Employees:
- 2
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Managing DirectorBpm Advice Aug 2020 - PresentCape Town, Western Cape, South AfricaBPM advice are an advisory service for businesses who are either considering outsourcing or have already outsourced part or all of their business.As BPM Experts, we will leverage our extensive experience to give you the absolute best independent advice to unlock maximum value from your outsourcing relationships.
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Corporate Vice President - OperationsWns Global Services Sa Apr 2019 - May 2020Cape Town Area, South AfricaOperating Leader for Customer Interaction Services. Providing innovative Business Process Management solutions to help our clients deliver their strategic imperatives. End to end accountability for all aspects of operational delivery in order to exceed client expectations, take on client risk and co-create outcomes to position WNS as a strategic partner, trusted adviser and expert innovator.
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Senior General Manager - International BusinessWns Global Services Sa Nov 2016 - Apr 2019Cape Town Area, South AfricaSenior Leader and EXCO member at WNS Africa, accountable for International Business Operations for multiple verticals including: - Energy & Utilities - Banking & Financial Services - Insurance - Consulting & Professional Services - Travel & LogisticsAccountable for managing a team of senior leaders to deliver outsourcing services for our international clients, exceeding their expectations through delivery of actionable insight, business intelligence and analytics, six sigma process engineering, best-in class operational performance and pro-active client relationship management across the WNS BPM horizontals including: - Customer Interaction Services (Contact Centre) - Research & Analytics - Finance & Accounting - Shared Services (HRO, LPO, Procurement Outsourcing)
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Senior General Manager - Energy & UtilitiesWns Global Services Sa Apr 2016 - Nov 2016Cape Town Area, South AfricaSenior Leader and EXCO member of WNS Africa, accountable for the Energy & Utilities vertical offering BPM solutions to domestic and international clients as well as diverse horizontal solutions including: - Contact Centre Services - Human Resources Outsourcing - Finance and Accounting - Research and Analytics - Legal Process Outsourcing - Procurement Outsourcing
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General Manager - Client ValueWns Global Services Mar 2014 - Apr 2016Cape Town Area, South AfricaAccountability for Shared Services & Client Value and a member of the WNS Africa EXCO team leading multiple functions including: - Workforce Management - Quality & Customer Experience - Process Engineering & Optimisation - Project & Programme Management - Change Management - Research & Analytics - Management Information & Business Intelligence - Facilities and Infrastructure Management - Information Technology - BCP Client Relationship ManagemntAccountable for strategic delivery of key differentiators to ensure WNS Africa stays at the forefront of the international and domestic outsourcing market. Development of a team of Senior Leaders to exceed client expectations and ensure that we continuously tell our clients something useful they didn't already know! -
Head Of Debt FulfilmentBritish Gas Mar 2013 - Jan 2014Manchester, United KingdomAccountable for outsourced debt collections for residential & SME energy business. Relationship owner for multiple outsource providers across the UK & India providing inbound and outbound voice collections, DCA field activity, Insolvency Practitioners and support services (Warrant Management, Animal Welfare, Lock smiths etc.). A member of the senior leadership team responsible for perfomance of 800+ FTE and a budget in excess of £35m. -
Head Of Outsourced RelationshipsBritish Gas Oct 2008 - Mar 2013Responsible for managing multiple third-pary providers in the Uk and Offshore. Currently responsible for c.850 FTE performing, inbound and outbound customer service activites including sales generation, outbound retention, value creation, white mail, email & Web Chat.
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Outsource Relationship ManagerCentrica- British Gas Nov 2007 - Oct 2008Responsible for relationship management of outsource contract for large number (>2000) of inbound call handling staff spread across multiple locations on behalf of British Gas -
Outsource Sales ManagerCentrica Plc Jun 2006 - Dec 2007Responsible for circa 300 fte of outsourced sales agents across 4 outsource telemarketing contracts (3 UK & 1 Off-shore) running both cross-sell & winback sales campaigns to gain energy contracts for the British Gas Residential Energy company in the Centrica group.
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Programme ManagerCentrica Plc 2003 - 2005Project & Programme Manager for the British Gas arm of Centrica. Specialising in contact centre efficiency, process redesign, exploitation of techonology, price related events & setting up of new in-house & outsourced customer service contact centres. Managing a team of Project Managers each handling multiple concurrent projects.
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Varied Contact Centre RolesCentrica Plc Jan 1999 - Dec 2003United KingdomMultiple roles on contact centre and related areas including: - Call Centre Agent - Senior Customer Service Adviser - Team Leader - Business Analyst - Contact Centre System Design - Contact Centre System Test Manager - System Lead User - System Implementation Manager - Contact Centre Strategist - Contact Centre Optimisation
Steve Holdsworth Skills
Steve Holdsworth Education Details
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Priesthorpe
Frequently Asked Questions about Steve Holdsworth
What company does Steve Holdsworth work for?
Steve Holdsworth works for Bpm Advice
What is Steve Holdsworth's role at the current company?
Steve Holdsworth's current role is Independent Outsourcing Advice.
What is Steve Holdsworth's email address?
Steve Holdsworth's email address is st****@****ica.com
What is Steve Holdsworth's direct phone number?
Steve Holdsworth's direct phone number is 0800 11*****
What schools did Steve Holdsworth attend?
Steve Holdsworth attended Priesthorpe.
What skills is Steve Holdsworth known for?
Steve Holdsworth has skills like Outsourcing, Team Management, Contact Centers, Crm, Management, Call Centers, Offshoring, Business Process Improvement, Change Management, Stakeholder Management, Project Delivery, Business Transformation.
Who are Steve Holdsworth's colleagues?
Steve Holdsworth's colleagues are Gillian Holdsworth.
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