Tom Roberts Email & Phone Number

Working within the Programmes and Change Team within OVO Retail working at the heart of enabling the transformation to a digital at scale, customer centric business with intelligent operations powered by unified, modern technology. Championing customer excellence and empowerment to make a difference on a global scale through OVO's Plan Zero objectives.

Reading, United Kingdom

Certified Product Owner delivering Amazon Web Services platform to analyse Call Reasons to improve service basing decision on data

Havant

Designing Target Operating Model and OD for Merger of 2 Leading utility companies

Havant

Havant, England

The Organisational Design team will design the future Customer Service and Sale organisation for 4000 people working on 5 sites throughout the UK. Digital Transformation programme of over £200 million. The new organisation will support both new technology and processes. Supporting the development of a talent programme for Customer service and sales' 4000 peopleWorking on defining the primary construct of the organisation set the way in which the business will be set up. This also… Show more The Organisational Design team will design the future Customer Service and Sale organisation for 4000 people working on 5 sites throughout the UK. Digital Transformation programme of over £200 million. The new organisation will support both new technology and processes. Supporting the development of a talent programme for Customer service and sales' 4000 peopleWorking on defining the primary construct of the organisation set the way in which the business will be set up. This also includes how this will be transition to whilst minimising impacts to the business areas. Preparing research on best in class examples and potential impact to the change to the organisation whilst supporting the 12 year business benefit process.I am working with our system integrator Accenture in implementing Oracle’s billing engine CC&B (customer care and billing) along with supporting systems. Show less

Havant, England

Key achievements over two releases:• Designed developed and delivered a blended training programme for new customer website, Content management system (oracle WCS), new organisation and processes to support.• Delivered 10 days of classroom based training to 40 people• Delivered 5 bite sized eLearning modules to over 3500 people completing in excess of 11,000 modules• Managed team of training developers and delivers to ensure on time consistent training material• Managed… Show more Key achievements over two releases:• Designed developed and delivered a blended training programme for new customer website, Content management system (oracle WCS), new organisation and processes to support.• Delivered 10 days of classroom based training to 40 people• Delivered 5 bite sized eLearning modules to over 3500 people completing in excess of 11,000 modules• Managed team of training developers and delivers to ensure on time consistent training material• Managed risks and issues through the training programme• Deputised for Change Manager attending key project meetings with senior management• Conducted and led High Level Change Impact Assessment for New Webchat system Oracle Right Now• Engaged with key stakeholders to define the training experience and conducted a full training needs analysis• Managed training creation through design and content creation to delivery on time and to plan• Completed a full project change management life cycle which concluded with Evaluation and handover back to the business.• Received comments of Best Training that has been delivered from Senior Stakeholders to the project• Supported the business back to performance and increase performance and customer satisfaction within 2 weeks of go live• Supported the Post Go Live support for the project Show less

Havant

Training Manager as part of SSE's Retail Transformation Programme. I am currently managing the training delivery of Siebel into the business as well providing governance support to other projects in the training lifecycle. In parallel to this I am also focus on new training technologies that can be utilised as part of our Retail Transformation Programme. I have designed, developed and delivered blended learning across Marketing and Customer Services.Delivered training to 1800 user of… Show more Training Manager as part of SSE's Retail Transformation Programme. I am currently managing the training delivery of Siebel into the business as well providing governance support to other projects in the training lifecycle. In parallel to this I am also focus on new training technologies that can be utilised as part of our Retail Transformation Programme. I have designed, developed and delivered blended learning across Marketing and Customer Services.Delivered training to 1800 user of Oracle e-Business Suite for procurement, logistics and Accounts Payable business areas. Design training through blended e-Learning and system simulations and deliver via 90 trainers across the UK. Managed the Business Implementation of linking Oracle eBS and Maximo using the the IBM MEA adaptor. Show less

Portsmouth/ Basingstoke

Team ManagerTrainerCustomer Care ManagerCustomer Service Advisor

Change Management, Practitioner

Cipd Certificate In Learning Development, Learning And Development, Pass

Education record

Education record