Responsible for risk management and the development of the International Money Transfer service within Tesco. Delivering the following in the last 2 years;Delivery of an online staging solution (click and collect) at Tesco.moneygram.comDelivery of Pay Online for customers wishing to send money to friends and family across the world from the comfort of their own homes.Expansion of the footprint of instore options for customers sending money through Tesco.

Responsible for leading and shaping the Customer Experience strategy for banking products in John Lewis, Credit Card, Loans, FX and ATMs. Developed and designed, with a great team of reports and stakeholders an engagement strategy for Credit Card in our 50 shopsLead the representation of the customer for major platform changeTook FX through major RFP processIncreased the transaction volumes in FX to c1 million for yr 5Extended relationship with ATM, Money Transfer and… Show more Responsible for leading and shaping the Customer Experience strategy for banking products in John Lewis, Credit Card, Loans, FX and ATMs. Developed and designed, with a great team of reports and stakeholders an engagement strategy for Credit Card in our 50 shopsLead the representation of the customer for major platform changeTook FX through major RFP processIncreased the transaction volumes in FX to c1 million for yr 5Extended relationship with ATM, Money Transfer and Int Payments• Leading a team of Customer Experience/Operations Managers, and Regional Development Managers for our banking products (Credit Card, Loans, FX, ATM, Money Transfer)• Own and support Day to day stakeholder management relationship with HSBC, First Rate, HiFx, Western Union, CMS, Cardtronics, Loomis, Royal Mail amongst others• Reviews included – complaints, incidents, SLA, roadmap/development • Contact and structure includes daily, weekly and monthly and quarterly • Everyday leadership of skilled professionals to achieve a set of objectives Show less

National operations manager, responsible for the successful operation, continuous improvement and consistency of Bureau de change offering throughout all stores.This includes Instore, Click and Collect, Money Transfer and International Payments. Provided through c400 outlets, online, and with 3 different third party partners.This includesOwn and support Day to day stakeholder management relationship with FX provider (and their relationships), Money Transfer and… Show more National operations manager, responsible for the successful operation, continuous improvement and consistency of Bureau de change offering throughout all stores.This includes Instore, Click and Collect, Money Transfer and International Payments. Provided through c400 outlets, online, and with 3 different third party partners.This includesOwn and support Day to day stakeholder management relationship with FX provider (and their relationships), Money Transfer and International Payments providers, Delivery and CIT providers along with the provider of forecasting of currency requirements.Operationally responsible for FX in JLP, including customer/Partner experience,delivering supporting SLAs and KPIs for the portfolio Analysing these results, looking for methods to improve sales.Providing weekly, and monthly reports to each store.Reviewing errors ensuring learns are taken and shared.Reviewing and organising national training with provider.Maintain up to date and relevant training, processes and reference materials Visiting each Bureau on a regular basis.Working cross division.Reviewing AML requirements, ensuring each person dealing with foreign currency is compliant (over 300 people in 30 sites) and understands the need to be.Responsible for relationships internally such as John Lewis retail, Waitrose, both head office locations, Finance, and others as well as our internal JLFS stakeholders (Marketing, Product, Ops and LT) Ensuring that of the operation (Bureaux and Click & Collect) are running smoothly day to dayProposing, agreeing and managing change requests through to completion. Show less

ISM for a new foreign exchange offering throughout the partnership. Reviewing the pilot phase, reviewing, work-shopping and creating process, updating and improving already existing process. Reviewing the training and manuals created for pilot phase, updating and ensuring readiness for roll out. Building relationships with a number of key stakeholders to understand what has worked well and how can we improve things for the rest of the roll out.Prior to this I was the ISM for Connex (a… Show more ISM for a new foreign exchange offering throughout the partnership. Reviewing the pilot phase, reviewing, work-shopping and creating process, updating and improving already existing process. Reviewing the training and manuals created for pilot phase, updating and ensuring readiness for roll out. Building relationships with a number of key stakeholders to understand what has worked well and how can we improve things for the rest of the roll out.Prior to this I was the ISM for Connex (a Salesforce created system), rolling out a new system over the business in an aggressive roll out programme.This brought the business to a position where over 6,500 users where trained to operate the new tool to capture Customer complaints, queries and product stock enquiries.I have also been an ISM delivering cultural change to the business in delivering Love to Solve. This is a package reviewing and improving how people deal day in day out with complaints and dissatisfaction. Show less

Managing up to 16 reports.Deputy Department Manager - taking reports up to 9 Managers and 120 indirect reports.Project Management and Data Analysing.• Creation and delivery of reporting suite for every task (13 in total).• Coaching and utilising complex data analysis using excel to a highly level, creating/editing Macros & using other key functions and formulas.• Creating and analysing spreadsheets with up to 30,000 records. Making it possible to understand workloads… Show more Managing up to 16 reports.Deputy Department Manager - taking reports up to 9 Managers and 120 indirect reports.Project Management and Data Analysing.• Creation and delivery of reporting suite for every task (13 in total).• Coaching and utilising complex data analysis using excel to a highly level, creating/editing Macros & using other key functions and formulas.• Creating and analysing spreadsheets with up to 30,000 records. Making it possible to understand workloads, priorities and performance.• Delivered a director sponsored project analysing 8000 orders in a 12 week period reporting key findings.Creative problem solving.Team Management Responsibilities• Managing performance through a set of KPIs, • Chairing Team meetings, • Disciplinary procedures and recruitment,• Working closely with a number of Key Stakeholders - Traditional Branches, Local departments, HO & Project Teams,• Escalation point for customer care issues for the department.Playing a key and fundamental role in a start up operation.• Process analysis, implementation and review.• Defining what great looks like in performance and SLAs.• Developing a winning culture.• Creating 3 high performing teams.• Played a key role in winning key annual award for our department.• Submitted a business plan for key functions strategy.• Created, implemented & managed a complaint prevention strategy – Hot Case Management.Achieved all SLA’s over 3 years.Oversaw promotion of a number of employees.Remained focussed the supportive and fun nature of management.• Lead initiative of over 100 people in 2012 and 2013. Raising £1000 for charities.• Climbed Ben Nevis with 12 other partners again raising money for charity.• A key part of the Christmas planning/awards committee, successfully delivering two outstanding events.• A key part of a department that came first in the annual employee survey for their branch, in a branch that came third overall. Show less

Managing between 8 and 30+ sales professionals in the UK education sector.Working to responsibilities you would expect managing a team, managing performance through a set of KPIs, adjusting to priorities, team meetings, disciplinary procedures and recruitment.Remote office based, reporting to HQ based Sales Manager.Managing teams across up to 3 locations, Glasgow, Manchester and Oxford.Structure management determining headcount. Consistently using data to analyse and address… Show more Managing between 8 and 30+ sales professionals in the UK education sector.Working to responsibilities you would expect managing a team, managing performance through a set of KPIs, adjusting to priorities, team meetings, disciplinary procedures and recruitment.Remote office based, reporting to HQ based Sales Manager.Managing teams across up to 3 locations, Glasgow, Manchester and Oxford.Structure management determining headcount. Consistently using data to analyse and address departmental, team or individual shortfalls in OI, OVA and Productivity. Produce and carry out accurate and timely monthly forecasts with team and individuals reporting to Head of Sales.Using data to analyse and identify market trends to inform peer, team or individual sales campaigns and activitiesCreate and instil effective working practises between internal and field sales teams to maximise revenueCost Centre Management.Supporting and embedding the RM Customer Care strategy and policiesLead, manage, and organise a team of online account managers to financial & productivity targets.Support and input to Internal Sales training requirementsWinner of annual Customer Champion Award 2007.Moving serious complaint sites to clients spending 6 figures.Year on year customer satisfaction improvement – 5 years in a row.Managed, processed and advised on high volume/high value complaints.Productivity targets achieved every year in:New accounts, surveys and calls & contacts.Usage of the online channel & Account coverage.1:1’s and coaching sessions in high volume.Increased revenue by 230% in 2010 (2.5 million)2010 - Increasing online orders by over 25%.2009 - Increased online orders by 10%.2008 - 130% of target - £4 Million business online.Order Intake targets met or exceeded in 5 of the last 7 years.Lead in over large volume of interviews/recruitment drives, from advert to offer. Presented a strategy on company’s online presence and maximising opportunity to Director level. Show less

Roles and responsibilities: Managing between 8 and 100 reports.  Lead, manage, and organise a team customer advisors & sales people to financial & productivity targets.  Utilising and embedding the use of KPIs to set clear, measurable and achievable targets and objectives, improving team and individual effectiveness  Monitoring and manage performance & development through monthly 1:1 meetings, team meetings, appraisals and coaching sessions  Identify and deliver… Show more Roles and responsibilities: Managing between 8 and 100 reports.  Lead, manage, and organise a team customer advisors & sales people to financial & productivity targets.  Utilising and embedding the use of KPIs to set clear, measurable and achievable targets and objectives, improving team and individual effectiveness  Monitoring and manage performance & development through monthly 1:1 meetings, team meetings, appraisals and coaching sessions  Identify and deliver productivity and financial improvements with peers, team and individuals  Recruitment through assessment centres.  Managing/assisting with complaints. Escalation point for customer care issues for team Show less

Managing a team of Customer Advisors on a technical helpline.

Providing technical help and advice to customers.Dealing with customer queries and complaints.