Tim Williams Email & Phone Number

Melbourne, Australia

Melbourne, Australia

Melbourne, Australia

Melbourne, Victoria, Australia

Liverpool, United Kingdom

Accountable for complaints policy, and risk and control design and effectiveness across the UK branch network, frontline telephony, and dedicated complaint handling teams (c.800 FTE). Managed the business response to a 6 month internal audit into complaints management and addressing root causes.Delivered operational and business reporting, complaint Root Cause Analysis, and chaired the Complaints Executive Committee for the UK retail bank.Led a team of 16 managers and analysts, often briefed the CEO and COO on UK complaints (one of the major priorities for the business), and received a ‘platinum’ recognition award from the CEO.

Liverpool, United Kingdom

Relocated to Liverpool to lead a complaint handling operation (311 heads) consisting of inbound telephony and back-office complaint handlers. Accountable for all aspects of performance during a period of significant and complex change.

Canary Wharf, London, United Kingdom

Admitted to a highly selective global MBA program, based in London. Roles included:Designing and agreeing the Target Operating Model for the remediation of Payment Protection Insurance complaints.Leading a workstream across four business units to identify opportunities to consolidate or align operational processes to enhance customer experience.Shaping and monitoring the supplier management strategy. Led a group-wide 'voice of the supplier’ survey for 850 global suppliers, in six languages.For my MBA dissertation designed a Balanced Scorecard and Strategy Map for a new complaints business, and was awarded a clear distinction grade.

United Kingdom And Iraq

Led 30 soldiers, under fire, in Iraq (Basra) for 6 months where I worked to improve the power transmission network, planned for local infrastructure development works, and helped fortify military bases.Selected to design and lead a 4-week intensive and highly demanding leadership course for junior soldiers. Got part way through the all-arms commando course before suffering an injury, and then moved to the Royal School of Military Engineering as the Operations Officer and then Adjutant, within a training unit of 1,500 personnel. As Adjutant I served as the Commanding Officer’s personal staff officer and line manager for 11 civilian and military staff with accountability for developing and ensuring compliance with organisational policies and procedures; maintaining discipline and ensuring the appropriate application of military law / sanctions (incl overseeing trials and running a small military prison; engaging with judges and lawyers as needed); physical security across multiple military site; incident management and engaging with local emergency services, and officer career development. During this time I also managed local press and supported the palace press office for a visit by Her Majesty The Queen.I left the army as a captain, after my first daughter was born.

Ai Applications For Growth

Company Directors Course

Mba, Masters In Business Administration (With Distinction)

Included modules on Business Strategy, Operations Strategy, Operations Management, Modelling and Analysis for Management, and Transforming.

Regular Commission

A highly intensive 44-week residential course that develops leadership through military training.

Beng, Civil Engineering (With First Class Honours)

Included nine weeks in India conducting research at the Indian Institute of Science in Bangalore. This research formed the dissertation.

Education record

Military boarding school that combines high school / A level education with military training, for future officers in the army’s.