Vik B. Email & Phone Number

• Lead and direct a team of Team Leaders and 3rd parties, in the management of a large meter reading operation, tasked with collecting data and carrying out service termination safety inspections, on a national basis.• Maintain and improve revenue to meet & exceed targets (~£1m per month)• Understanding and driving performance of the team leaders to meet KPI’s in relation to customer experience, productivity, completion, and revenue targets.• Direct and manage the selection, recruitment, and ongoing development of a highly effective national team.• Working with Key internal stakeholders, suppliers, and external end users to schedule the attendance of meter readers, in line with customer requirements, whilst ensuring that the workforce have their abilities optimised, with downtime minimised.• Responsible for National Forecasting Plans including ensuring the right number of SVAs are recruited to effectively cover the demand, with the right mix of skills.• Work closely with the scheduling teams (both outsourced and inhouse) to manage the allocation and booking of appointments.• Management of cost centre - ensure all steps are taken to drive costs lower and build value into each project without compromising quality.

• Lead, manage and be responsible for all operational aspects of the delivery of operational field activities to customers over the entire service lifecycle, including day-to-day delivery, Health & Safety, audits, training, field productivity, quality, and accreditation• Define, devise, and execute resourcing strategies by working alongside the Head of Metering Support, that meet the needs of IMServ, both now and in the future, for field activities, maximizing flexibility and cost effectiveness • Using the resourcing strategy to identify the right talent required, now and in the future• Represent all aspects of these services to the rest of the business, whilst maintaining the broader view of IMServ business goals and acting accordingly, while working with the wider operational management team to achieve our common goals• Communicate IMServ Field Strategy and manage change effectively in the field, as the strategy & industry changes• Work with the field managers to ensure that work is executed safely, using suitably trained resources, and that work is correctly audited to manage the risks• Effectively provide leadership to the Field Teams with a focus on Health and Safety outcomes

• Leadership, coaching & mentoring – performance management, succession planning, safe working, resource utilisation, forecasting resource levels• Ensuring key business deliverables are met and exceeded, including productivity, KPI’s and budget adherence etc.• Act as a role model and provide strong leadership and support to manage and motivate all operations staff members whilst ensuring all staff receive relevant training and development• Maximise resource availability through effective monitoring and communication of processes to help ensure standards are maintained and effectively managed• HR management; 1-2-1's and disciplinary hearings as required• Leading nationwide initiatives/workstreams to optimise processes and supporting the business in implementation• Any other reasonable duties to assist the business

• Managed a variety of implementation projects from inception to completion, identified and analysed core requirements and key features of projects• Developed project scopes and objectives, involved all relevant stakeholders to ensure resource availability and allocation• Used appropriate processes and procedures to manage changes in project scope, schedule and costs• Played a key role within stakeholder meetings; utilised negotiation and influencing skills to gather requirements and gained project/idea buy in from senior members of the team • Provided weekly progress reports to highlight any risks or issues to key deliverables• Risk identification through workshops and regular reviews, tracking, reporting and escalation • Oversaw all project accounting and associated budget control to ensure revenue and margin targets were met• Worked with developers and designers within Continuous Improvement to define and document questions, liaised with business via email, IM or phone to get new requirements and explain feasibility

Wolverhampton, United Kingdom

• Held accountability for BAU for all staff • Accountable for the training and direct management of 11 Meter Operatives and up to 44 field staff , maximised productivity through ongoing performance monitoring and review• Executed HR policies including sickness/absence monitoring and reduction; conducted staff 1-2-1s and appraisals, implemented performance improvement plans to enhance staff productivity• Regularly analysed workload and team productivity to plan resources to ensure efficient departmental delivery• Supported with high level decision making by producing a variety of reports relating to targets and performance• Undertook analysis to identify any areas for improvements, put forward innovative recommendations to enhance performance• Target setting and performance review to ensure utilisation of effective time management, quarterly reviews and presentations with Senior Management • Ensured high priority of Health and Safety was maintained throughout the company • Managed appointments for staff to enable access within companies • Ensured employee and customer safety by conducting investigations into incidents and RTC• Served as first point of contact for all customer complaints, followed up to ensure resolution

Dudley, United Kingdom

• Developed and introduced numerous training contracts for Whitbread contracts; Premier Inn, Beefeater, Table Table; delivered training for all new EPOS systems and credit card machines • Created and sustained a training needs analysis process to identify staff skills and development needs• Designed, co-ordinated, delivered and evaluated learning and development activities in line with identified development needs • Led on the implementation and installation of new systems on a national basis• Delivered B2B customer service, analysis and feedback• Ensured usability by monitoring and evaluating system post installation • Provided advice and guidance in relation to systems and implementation

Walsall, United Kingdom

• Provide leadership with the team; motivation and drive, quality champion for team • Conduct training, support & coaching sessions to agents within the team offering them motivational skills, sales techniques and advice, one2one sessions for training & referring to individual Action Planning • Coach, Train & Assist new recruits within call centre with advice and support• Achieve above 100% of Sales & Quality targets; Ensuring KPI’s are achieved & Monitoring of targets regularly; Produce & set daily targets for the agents• Ensure quality of calls; to comply with Company Standards & FSA• Conduct Screen Calls – to ensure Quality; hold meetings and briefings regarding quality of calls and delivery