Experience

The Knowledge Group

• United Kingdom
• Outsourcing and Offshoring Consulting
• 1 - 100 Employee

• Associate Consultant - Empowering organisations to outsource better

  • Apr 2023 - Present

  The Knowledge Group (tkg) is a fresh thinking and disruptive sourcing firm, who deliver next generation sourcing services. We ensure organisations can source and manage their business services quickly, without compromising on quality. We offer a combination of digital tools, a global marketplace and industry-leading business process outsourcing services. The Knowledge Group (tkg) is a fresh thinking and disruptive sourcing firm, who deliver next generation sourcing services. We ensure organisations can source and manage their business services quickly, without compromising on quality. We offer a combination of digital tools, a global marketplace and industry-leading business process outsourcing services.



HGS - Hinduja Global Solutions

• United States
• IT Services and IT Consulting
• 700 & Above Employee

• Management Consultant (fixed term interim assignment)

  • Apr 2022 - Apr 2023



UK Health Security Agency

• United Kingdom
• Hospitals and Health Care
• 700 & Above Employee

• Head of Commercial Contracts & Contact Centre Management (Test & Trace COVID-19 Response)

  • Jun 2020 - Apr 2022



Ventrica

• United Kingdom
• Outsourcing and Offshoring Consulting
• 200 - 300 Employee

• Strategic Operational Consultant (fixed term interim assignment)

  • Feb 2020 - Jun 2020

  Providing strategic operational consultancy and support to the Ventrica business at a time of steep growth in activity for this outsourced customer service and sales organisation. Facilitated successful operational delivery of new business activity associated with the UK Government’s COVID-19 pandemic response via a scaled and flexible FTE 'work from home' citizen focussed solution. Providing strategic operational consultancy and support to the Ventrica business at a time of steep growth in activity for this outsourced customer service and sales organisation. Facilitated successful operational delivery of new business activity associated with the UK Government’s COVID-19 pandemic response via a scaled and flexible FTE 'work from home' citizen focussed solution.



Firstsource

• India
• Outsourcing and Offshoring Consulting
• 700 & Above Employee

• Management Consultant (fixed term interim assignment)

  • Dec 2018 - Sep 2019

  Conducting an end to end review of Firstsource Solutions service delivery model operated on behalf of a large UK energy provider. Make recommendations to the UK COO and devise, agree and deliver strategic actions to drive the operational performance and renewed profitability on this significant Key imperative Account. Conducting an end to end review of Firstsource Solutions service delivery model operated on behalf of a large UK energy provider. Make recommendations to the UK COO and devise, agree and deliver strategic actions to drive the operational performance and renewed profitability on this significant Key imperative Account.



Sabbatical

• Sabbatical

  • Sep 2017 - Sep 2018



Capita

• United Kingdom
• IT Services and IT Consulting
• 700 & Above Employee

• Account Director

  • May 2016 - Sep 2017

  Leading a multi-site sales and retention service for the trading division of a key strategic international mobile telephony and network operating partner. Owning client relationship and delivery of all KPIs, business and profitability objectives and implementation of identified opportunities for account growth. Driving compliant operational effectiveness/efficiency, insight and people engagement to maximise customer experience measures and delivery of client revenue and retention targets Leading a multi-site sales and retention service for the trading division of a key strategic international mobile telephony and network operating partner. Owning client relationship and delivery of all KPIs, business and profitability objectives and implementation of identified opportunities for account growth. Driving compliant operational effectiveness/efficiency, insight and people engagement to maximise customer experience measures and delivery of client revenue and retention targets



HGS - Hinduja Global Solutions

• United States
• IT Services and IT Consulting
• 700 & Above Employee

• Programme Operations Director (fixed term interim assignment)

  • Aug 2015 - Apr 2016

  Defining, launching and leading the operational service delivery of two significant new client wins (flexing up to c1000 FTE) via multi-site BPO locations across their existing UK estate. In addition, conducting a full end to end UK-wide property suitability review to provide new site expansion recommendations to the HGS UK Executive Board, fulfilling their client portfolio growth demands. Defining, launching and leading the operational service delivery of two significant new client wins (flexing up to c1000 FTE) via multi-site BPO locations across their existing UK estate. In addition, conducting a full end to end UK-wide property suitability review to provide new site expansion recommendations to the HGS UK Executive Board, fulfilling their client portfolio growth demands.



TSYS Managed Services EMEA

• United Kingdom
• Financial Services
• 300 - 400 Employee

• Site Director - Nationwide BS Credit Cards (fixed term interim assignment)

  • Jul 2014 - Jul 2015

  Leading delivery of a full end to end 600FTE multi-channel credit card servicing operation for Nationwide Building Society - Comprising all Customer Service, Customer Experience, Sales, Retentions, Fraud, Disputes, Charge backs and Compliance disciplines. Leading client engagement and owning overall relationship and P&L. Driving operational effectiveness and efficiency, underpinned by a key customer and people focus in a PCI compliant environment. Leading delivery of a full end to end 600FTE multi-channel credit card servicing operation for Nationwide Building Society - Comprising all Customer Service, Customer Experience, Sales, Retentions, Fraud, Disputes, Charge backs and Compliance disciplines. Leading client engagement and owning overall relationship and P&L. Driving operational effectiveness and efficiency, underpinned by a key customer and people focus in a PCI compliant environment.



Priory

• Hospitals and Health Care
• 700 & Above Employee

• Strategic Consultant - Telephony & Referrals (fixed term interim assignment)

  • Jan 2014 - Jul 2014

  Conducting an end to end review of enquiries and referrals throughout Priory Group Healthcare, Education, Amore Older Care and Craegmoor businesses. Detailing future strategic direction incorporating telephony, process pathway and system construct requirements to meet existing and future volume demands. Conducting an end to end review of enquiries and referrals throughout Priory Group Healthcare, Education, Amore Older Care and Craegmoor businesses. Detailing future strategic direction incorporating telephony, process pathway and system construct requirements to meet existing and future volume demands.



Serco

• IT Services and IT Consulting
• 700 & Above Employee

• Managing Director, Client Delivery

  • Dec 2011 - Jan 2014

  Leading development and growth of allocated client portfolio through operational performance, innovation and value delivery. Building strong and lasting partner relationships, contributing to the evaluation and development of operational strategy driving industry leading performance. Optimising of processes, quality of service, business growth and client satisfaction with overall divisional profit and loss responsibility. Leading development and growth of allocated client portfolio through operational performance, innovation and value delivery. Building strong and lasting partner relationships, contributing to the evaluation and development of operational strategy driving industry leading performance. Optimising of processes, quality of service, business growth and client satisfaction with overall divisional profit and loss responsibility.



Vertex Data Science

• United Kingdom
• Outsourcing and Offshoring Consulting
• 300 - 400 Employee

• Proposition Director - Solution Architecture

  • Nov 2009 - Dec 2011

  Development of cross sector operational solutions, ensuring alignment to BPO sales strategy and the submission/design of winning bids leading to the implementation of profitable operational execution. Working with Financial Services, Public and Private sector clients incorporating blended telephony, online and back office functionality to drive sales, meet service aspirations and increase market share. Development of cross sector operational solutions, ensuring alignment to BPO sales strategy and the submission/design of winning bids leading to the implementation of profitable operational execution. Working with Financial Services, Public and Private sector clients incorporating blended telephony, online and back office functionality to drive sales, meet service aspirations and increase market share.



Lloyds Banking Group

• United Kingdom
• Financial Services
• 700 & Above Employee

• Head of Telephony Sales, Service & Outsourcing - HBOS Cards

  • Oct 2006 - Nov 2009

  Leading the planning, development and delivery of all telephony based cards, balance transfer and insurance based product sales and customer service through inbound and outbound channels, supported by 1500 FTE and with full P&L accountability. Created and delivered strategic plans to ensure telephony sales were maximised at lowest cost and highest value. Created innovative solutions to drive new telephony based sales utilising in-house and outsourced contact centre partners. Leading the planning, development and delivery of all telephony based cards, balance transfer and insurance based product sales and customer service through inbound and outbound channels, supported by 1500 FTE and with full P&L accountability. Created and delivered strategic plans to ensure telephony sales were maximised at lowest cost and highest value. Created innovative solutions to drive new telephony based sales utilising in-house and outsourced contact centre partners.



Halifax

• Banking
• 700 & Above Employee

• Head of Retail Contact Centres & Outsourcing - HBOS Cards & Loans

  • Oct 2000 - Oct 2006

  Responsible for the delivery of sales, service and retention targets across twelve million servicing calls received per annum from the Halifax, Bank of Scotland and Sainsbury’s Bank Cardholder base. In addition, managed and drove the Halifax and Bank of Scotland Unsecured Personal Loan telephony channel to deliver sales and profit targets. Responsible for an annual target in excess of £0.7billion of written loans business, delivered via a combined c2000 FTE. Responsible for the delivery of sales, service and retention targets across twelve million servicing calls received per annum from the Halifax, Bank of Scotland and Sainsbury’s Bank Cardholder base. In addition, managed and drove the Halifax and Bank of Scotland Unsecured Personal Loan telephony channel to deliver sales and profit targets. Responsible for an annual target in excess of £0.7billion of written loans business, delivered via a combined c2000 FTE.



Dimension Data UKI

• United Kingdom
• IT Services and IT Consulting
• 400 - 500 Employee

• Client Relationship Director

  • May 1999 - Oct 2000

  Accountability for multiple key client relationships and the development and delivery of innovative solutions. Accountable for enhancing operational results, maximising customer value and meeting retention and profit targets for Utility and FS clients. Accountability for multiple key client relationships and the development and delivery of innovative solutions. Accountable for enhancing operational results, maximising customer value and meeting retention and profit targets for Utility and FS clients.



Sitel Group

• Outsourcing and Offshoring Consulting
• 700 & Above Employee

• Account Director, Client Delivery

  • Dec 1995 - May 1999

  Leading Financial Services sector team with client base of Halifax, Barclays, Barclaycard, Cheltenham & Gloucester and Alliance + Leicester and non FS Accounts for The Telegraph and National Lottery Charities Board. Managed and developed all client relationships and responsible for growth and P&L. Leading Financial Services sector team with client base of Halifax, Barclays, Barclaycard, Cheltenham & Gloucester and Alliance + Leicester and non FS Accounts for The Telegraph and National Lottery Charities Board. Managed and developed all client relationships and responsible for growth and P&L.



British Gas

• United Kingdom
• Utilities
• 700 & Above Employee

• Call Centre Manager

  • Sep 1986 - Dec 1995

  Held numerous managerial customer-centric positions during almost 10 years at BG/Centrica ranging from Contact Centre delivery, Prepayment, Metering, Customer Accounting and Collections to new system integration and Customer Retention. Held numerous managerial customer-centric positions during almost 10 years at BG/Centrica ranging from Contact Centre delivery, Prepayment, Metering, Customer Accounting and Collections to new system integration and Customer Retention.