Terry Dillon Email & Phone Number

Glasgow, Gb

Glasgow, Scotland, United Kingdom

Leading the transformation of the Scottish Apprenticeships. Responsible for reforming Scottish Apprenticeship governance structures in line with best in class inclusive stakeholder led high performing Work-based learning systems. Implementing an employer led design approach which demonstrates significant efficiency and effective benefits against international benchmarks. Working across Scotland and the UK with an array stakeholders and system actors to ensure system change benefits individuals, employers and the Scottish economy.

Glasgow, United Kingdom

Accountable for the delivery of programmes and projects, specifically relating to the creation of new and innovative products and services delivered through multiple channels – Web, telecoms and face to face. Led the development and initial delivery of Graduate Apprenticeships across Scotland. Development of networks in both employers and employer bodies to ensure customer centered design approach taken to ensure product meets employer needs. Extensive senior stakeholder management with SDS and other public sector bodies to ensure culture and system change are managed effectively.Create models by which innovation is created and managed to ensure effective project management and effective resource utilisation, by merging Agile and Prince2 practices.Provide strategic leadership to programmes to ensure alignment to and delivery of corporate goals and objectives.Liaise with and support board and sub committees in the development of service development proposals.Responsible for programme and directorate budgets and effective contract management to ensure value for money.

Glasgow, United Kingdom

Responsible for Delivery of all service delivery and business change programmes into an integrated contact centre and fulfilment operation. Leading Customer Services project management teams to make process improvements to increase customer satisfaction and operational effectiveness.Accountable for the operational performance of customer service delivery including budget and resource planning; ensuring continuous improvements to performance, effectiveness and quality.Provide internal consultancy to the business to other key business areas, providing customer insight, shaping customer propositions to maximise the service delivery and impact of change.Accountable for the delivery of all customer service business change & system implementations. Senior Stakeholder for business requirements with changes delivered through managing relationships with technical vendors and internal delivery partners. Accountable for the definition of project quality management approach for full project life cycle from setting initial scope, business case creation and requirements gathering through to user acceptance testing, implementation and benefits realisation

Glasgow, United Kingdom

Project management of cross functional service design and delivery projects to deliver business objectivesPro-actively identify and suggest improvements to the customer experience identified through analysis of customer data & business information.Effectively communicate Customer Service systems and process changes to internal & external customers to ensure business change is effectively managed and supported throughout the organisation and service partners.Provide in depth analysis of business systems and processes for the Customer Service management team to facilitate the delivery of “fit for purpose” solutions that deliver an efficient, excellent customer experience Produce return on investment (RoI) and benefits realisation modelling to support business change and project business cases.

Greenock, Scotland

Identify, design and implement optimal solutions to deliver a “World Class” customer experience whilst ensuring optimum value from new/enhanced products, services and systems. Plan and execute procedural & process improvements based on an integrated analysis of operational performance metrics, customer data and employee feedback, and ensure smooth implementation. Play a key part in teams involved in the scoping, design and implementation of customer service related projects and procedures to support the successful introduction of new products, services and systems. Directorate lead in the PCI DSS compliance project – Project management of new processes and systems required to deliver compliance.Project management of all releases of CS upgrades of TMUK CRM system, Genesys (contact routing) Applications and SAP across global sites.Organise and chair forums between systems users and system development areas- internal and external- to air issues and discuss development requests

Master Of Business Administration (Mba), Business Administration And Management, General, Distinction

Master Of Arts (Ma), Politics

Politics