Global head of sales operations, customer success, and revenue management, focussed on developing internal processes and customer success strategies to drive business growth. A key member of the senior management team, defining tangible business outcomes and developing an operational model to enable scalable operational capacity whilst improving the overall customer experience.

Global head of sales operations, revenue recognition and customer invoicing, managing quote to cash and revenue assurance processes whilst linking front and back office teams.An integral member of the business information & operations management team, driving business change during a period high growth, ensuring operational capabilities were scalable, robust and flexible to match an ever-changing environment.

Commercial analyst/Project management - Working within the Programme Office, focussing on our Service department’s operations. Management of Professional Services Automation (PSA) database and coordinating the global invoicing for the business centre.Duties are creating and monitoring customer projects, project data analysis, risk assessment, 1st line user support, training, documentation, user guides, improvement plans.Responsible for reporting on the business centres activity levels and providing key data for quarterly and annual Financial Accounts - primarily on prepayments and accruals - and assisting with the annual audit preparation & delivery. Introduction of reporting mechanisms to measure both efficiency and effectiveness of the services department allowed me to identify process weaknesses and provide improvement proposals to senior management and key stakeholders.Sales Operations - Reporting directly to the SVP Business Development, with full accountability for maintaining, developing & monitoring our Customer Relationship Management (CRM) software and heavily involved in sales management of the EMEA territory.Whilst focussing on practical improvements to the CRM software to maximise the ROI to Axios, analysed and developed the sales process at a strategic level. Using the Miller Heiman methodology, performed a strategic review of opportunities with sales team, defining each sales stage and key data requirements expected for sales cycle progression.Full responsibility to deliver a replacement CRM that would sufficiently attain our business requirements with a full migration to the new software expected to be live within a 3 month timescale. This was achieved pre-target date and substantially under budget.Introduced standardised pipeline reporting for territory forecasts, providing senior management with accurate and trustworthy data.

The role was based in the mortgage division, a strictly regulated environment with SLA’s and industry compliance requirements, including: Fraud and Money Laundering detection, Complaint Handling, Data Protection, The Banking Code.Initially part of the Mortgage Customer Service team, focussed on mortgage conveyance. The primary responsibility was safeguarding secure lending of the bank’s mortgage products - Investigating legal conveyancing queries raised by solicitors regarding title deeds, charges and other lending criteria that could have an adverse effect on the property the bank would have a secured charge over. Liaising with Solicitors, Surveyors and Intelligent Finance’s internal legal team on the legal aspects of conveyancing, was a complex role in a time sensitive environment. Teamwork, relationship management and prioritising my work schedule were vital in ensuring that strict SLA’s were adhered to. Progressed to the Funds Release team who were responsible for electronic transfers from the bank. The principal role was issuing mortgage monies to solicitors - high value transactions with fixed timescales – and authorising customer payments over £1,000.00. This was a high volume, high pressure environment with emphasis on accuracy and problem solving. Prior to releasing funds it was our task to ensure the appropriate documentation was received and correct, checking that the correct security procedures had been observed and identify unusual transactions. Requiring high accuracy and attention to detail, if discrepancies or anomalies were discovered it was our responsibility to correspond directly with solicitors, customers and management to achieve resolution.Success in the role was reliant on using my personal initiative and problem solving skills whilst communicating effectively with all parties.