Undertaken consultancy work within the Legal Service sector, Chairman for a charity which supports people with learning disabilities to participate in sport and successfully managed a career break to accomplish family objective.

Minster Law Limited One of UK’s top 40 Law Firms with a turnover of £90m employing 800 people. A member of BGL Group of companies’ e.g.comparethemarket.comResponsible for strategic operational delivery of Legal Services and Contact Centre Operations across multi sites with 600+ operational employees. Led Senior Management Team of 5. Key achievements include: Optimising shareholder value increasing operating profit from £23m to £51m through performance management and business process improvement. Led legal services and contact centre operation of 600 FTE through a business transformation and change programme resulting in 25% increase in throughput and cost reduction of 12% (£1.8m) whilst investing in enhanced technical capability to support company litigation strategy. Extended operation required team cohesion and improved morale. Initiated and led employee re-engagement strategy resulting in the awarding of “very good” status conducted by an independent employee survey.  Executive sponsor in the development and delivery of the corporate governance framework in dual and highly regulated sectors of financial (FCA) and legal (SRA) services. Independently audited and described as “industry market leading”.  Formulation and execution of one of UK’s largest litigation strategies increasing annual volume from 2000 to 6000 significantly contributing to £205m operating profit over 6 years. Following significant reforms introduced by the Ministry of Justice (MoJ) and transformational challenges took a hands on role to lead operational performance back to planned levels through the development and deployment of immediate impact recovery plans.

Promoted to lead Non-Litigated Legal Services & Contact Centre Operations with 400+ employees. Key achievements include: Increased operating profit from £10m to £23m in 2 years through performance improvement. Deconstructed Non–Litigated Legal Services identifying new opportunities, resolving capability gaps in directing knowledge sharing to drive shared objectives and aligned goals.  Led management team of 5 Senior Managers responsible for development and implementation of flexible operating models capable of delivering service excellence and optimising shareholder value.  Analysed departments evaluating management controls; processes; performance and driving cultural change.

Built Contact Centre Operations from start up to become market leading. Turned around underperforming contact centre team failing to meet SLAs and at risk of losing £mm client contracts. Utilised previous experience to implement short and long term improvement programmes including initiating restructure; identified team were engaged in none profit making calls and subsequently outsourced none income generating activity; enabled team to achieve SLAs within short time frame and secured 60% performance improvement in two months increasing to 78% after seven months. Secured market leading status within a two year period.

Budget Retail Limited (BRL) was the second largest high street insurance intermediary with a branch network of 95 and 350 employees. A member of BGL Group of companies.Drive business strategy and deliver through leadership of the senior field management team comprising of 3 Regional Managers and 13 Area Sales and Operations Managers.  Devised and implemented risk mitigation strategy to ensure loss making acquisitions did not impact on predicted profits. Developed framework to expedite acquisition process and drive BRL operational standards as well as brand and service consistency. Significantly reduced transition period and secured governance and standardised processing from day one.  Initiated efficiency strategy to embed post code mapping and develop strong broker network and merge underperforming units to larger branches to maintain standards and profitability. Established large hub branches to deliver localised service; developed strong internal team to increase customer satisfaction levels and drive up-selling opportunities. Resulted in operating larger and more profitable branch network and increasing customer retention levels by 4% in year one generating a further £1.1m in revenue.  New operating model provided platform for creation of market leading aggregator site enabling customers to have revolutionary options in terms of service; online; phone and face to face. Increased market share and customer numbers and building brand awareness for group. Created a robust profitable model in preparation for future sale and subsequent funding of newly developed Group business Comparethemarket.com.

Led the Senior Field network team of 6 Area Sales and Operations Managers to delivery planned profit, whilst adapting operational infrastructure to keep pace with significant growth. My region was the largest of three in the UK, contributing in excess of 50% towards gross profit.

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