Tony Roffe Email & Phone Number

UK

London, United Kingdom

• Led the Appirio EMEA Cornerstone OnDemand (CSOD) team through the transition to Alight Solutions when they were acquired in April 2019
• Continues to lead a team of experienced CSOD Implementation Consultants delivering projects to clients in the UK and throughout EMEA, receiving consistent positive customer feedback
• Responsible for scoping new projects, assigning resource and managing budgets
• As regional lead, recommended changes to the Alight project methodology and processes to ensure suitability for clients in the EMEA region
• Introduced new processes and controls to improve the project set up task to ensure it is completed promptly and accurately, and to facilitate project budget tracking

London, United Kingdom

• Promoted to Senior Manager in recognition of contribution to global CSOD Practice
• Played an active role in developing the Appirio CSOD methodology when Cornerstone moved to a partner first model in early 2017, ensuring that the contracting process and document templates such as statements of work.
• Took the lead for scoping all new work in EMEA and creating proposals and statements of work to meet clients’ requirements
• Developed positive relationships with CSOD personnel such as Service Delivery Advisors, Solutions Consultants, Sales Executives, Delivery Assurance Managers to ensure effective collaboration in the new way of working.

London, United Kingdom

• Managed a team of CSOD Implementation and Technical Consultants delivering projects to clients in the UK and across EMEA
• Responsible for ensuring all projects resourced appropriately and achieving utilisation targets
• Continued to project manage multiple projects and was the point of contact for all project escalations in EMEA

London, United Kingdom

• Managed multiple concurrent projects, ensuring they were delivered on time, within budget and to quality standards
• Set and managed customer expectations in regard to project scope, timescales and governance
• Planned, managed and communicated project progress, and followed the CSOD methodology to drive implementations to a successful completion with consistent positive customer feedback
• Led weekly project status calls and shared status reports with stakeholders

• Responsible for the accuracy of location master data as part of a £25m enterprise-wide programme to provide a one-stop-shop for operational performance data and reports
• Ensured the location hierarchy within the enterprise reporting platform was kept accurate and up to date during a period of major change (e.g. 31 mail centre closures and 2 organisational restructures, along with.
• Worked with cross-functional stakeholders and functional leads to ensure consistent definitions of locations and to keep the Business Glossary up to date
• Led a project to consolidate reference data from 1,400 Excel spread sheets into a single master data repository to reduce reporting lead time from four months to four days following the annual transport network review
• Removed millions of data quality errors affecting the accuracy/completeness of performance reports by ensuring all data captured was attributed to the appropriate location
• Managed the team responsible for maintaining the reference data used by the quality of service monitoring system and handheld PDAs used by delivery and collection drivers to obtain customer signatures

• Worked closely with Accenture consultants to help them understand Royal Mail’s data, report requirements and systems, and supported them in the implementation of an enterprise-wide reporting platform
• Assisted Accenture in the task of ‘data profiling’ source systems to be connected to the Enterprise Reporting platform to ensure the required data was captured and understood
• Performed user acceptance testing on the outputs from the new reporting system, including collection performance reports shared with the postal regulator
• Responsible for project updates and communications to stakeholders and end users
• Prepared a one day workshop to train regional quality analysts how to use the new enterprise reporting system
• Trained 250 regional analysts in the use of SAP Business Objects via a series of face-to-face workshops to ensure they were able to access the data they required from the new system

• Led a team of 12 operational systems and procedural support experts to ensure systems provided the data required to enable fact-based decision making
• Approved and quality assured changes to operational applications on behalf of Royal Mail Letters
• Provided expert advice to the business on operational data availability and system functionality to minimise duplication of data entry and third party supplier expenditure
• Worked with business functions to understand data and report requirements and then liaised with IT partners and third party suppliers to deliver them
• Provided self-serve support to operational users via the Royal Mail intranet, including user guides, FAQs, communications and discussion forums to reduce calls to the IT helpdesk
• Performance managed, coached and developed team members

• Creation of mandatory quality diagnostic measures to facilitate root cause analysis of quality loss in mail processing plants, delivery offices and regional distribution centres
• Trained approx. 400 managers and staff across 70 mail processing plants in the use of the system and its outputs to manage performance
• Deployment of Royal Mail’s first intranet-based performance reporting system to 1,400 Delivery Offices
• Training lead for the East Territory and responsible for all project communications
• Provided procedural support and training materials for all new operational managers
• Design and creation of reports using SAP Business Objects to enable Delivery Office Managers to manage performance effectively

• Joined Royal Mail as a graduate entrant on the 'Operational Managers' Development Programme' and performed various management roles to gain a broad understanding of the business before being promoted to project.

Ba (Hons), Geography

3 A-Levels (Geography B, Sociology B, History C) & 10 Gcses (Grade A-C)