Experience

BNP Paribas Personal Finance

• France
• Banking
• 700 & Above Employee

• Head of Operations

  • Jan 2023 - Present

• Head Of Customer Service, Customer Resolution and Fraud Operations

  • Mar 2017 - Mar 2023

  Part of the Personal Finance Senior Leadership function. Accountable for directional leadership of the end to end operations function. This includes all Operational and HR KPI’s short and long term business objectivesOverall operational budget responsibility, service and compliance targets as well as future state strategies including but not restricted to RPA programmes and Operational Efficiency. My role is accountable to the COO and reports directly into the exec board Overall ownership of additional sales and NPS within the function where customer feedback is exceptionally important to the growth aspirations of BNP Paribas Driving efficiency and taking cost out remain a key business objective with hard wired solutions deliveredInspirational Leadership and Engagement of large scale employee numbers along with the delivery of key targets within the annual GPS (staff opinion survey)Key business SLA’s and relationships to be controlled along with the on-boarding of new clients and partnerships/stakeholders responsibility



Marston Holdings

• Government Administration
• 300 - 400 Employee

• Head of Customer Contact

  • Nov 2014 - Mar 2017

  Set up a multi branded contact centre to act as a recovery function in the judicial services market place Deliver an extensive revenue budget across several brands through a multi channel proposition Take the site from 16 heads to circa 150 within 6 to 12 months Implement a brand new FCA compliant process for the telephony team as the transition to a fully regulated environment takes place Outsource recruitment and work with two independent suppliers to drive through the right people on a structured and deliberate time line whilst delivering the financials at a negotiated level Manage client relationships with government divisions and the private sector Set up internal governance processes for call handling/monitoring and the requisite feedback and coaching processes Create a brand new first and second line leadership team Develop a winning culture for customers and also staff engagement Build an end to end induction programme for new agents/managers Form relationships across the group to ensure delivery across all channels



HomeServe UK

• United Kingdom
• Insurance
• 700 & Above Employee

• Head of Customer Retention

  • Apr 2013 - Oct 2013

  Reconstructed a 183 seat call centre as a non-advised FCA compliant business (previously advised sales) Achieved this whilst maintaining the BAU sales performance Improved all Customer Service Metrics FCA approval in September 2013 Best ever Staff Engagement scores achieved Implemented new internal compliance model that meets FCA standards Launched new individual contribution scheme (ICS) for all employees Reconstructed a 183 seat call centre as a non-advised FCA compliant business (previously advised sales) Achieved this whilst maintaining the BAU sales performance Improved all Customer Service Metrics FCA approval in September 2013 Best ever Staff Engagement scores achieved Implemented new internal compliance model that meets FCA standards Launched new individual contribution scheme (ICS) for all employees



Sienna-X

• worcester, united kingdom

• Head of Sales & Customer Service

  • Nov 2012 - Feb 2013

  Short term contract to: Set up a new call centre and nationwide sales operation Recruited sales and service managers Created 'voice of the customer' service feedback and review vehicle Implemented rigorous performance management processes for new field managers and call centre manager Built a new sales stream through wholesale distribution partners Handed over to the CEO/owner a business model that was solid and sustainable for the next 3 to 5 years with a regimented monthly review at board level



RBS

• United Kingdom
• Banking
• 700 & Above Employee

• Senior Call Centre Manager

  • Nov 2008 - Oct 2012

  Lead a 300 seat call centre in the sales and service of core banking productsLoans, mortgages, credit cards, savings accounts, insurances and current accounts3 regional sales managers1 operational development manager15 first line team managers3 sales coaches/trainersMaintain budgets in excess of £5millionDeliver an income stream of over £1billionFully Lean accredited and a full transformation of the centre was completedAchieved call centre of the year in 2011 and 2012Staff engagement scores of 97% (best in RBS Group)Divestment management of NatWest Scotland and RBS England and WalesCustomer service scores above 95%Maintain recruitment levels to sustain over a million calls per year

• Centre Manager

  • Feb 2007 - Nov 2008

  Designed, created and managed a new call centre function for existing mortgage customers to take out 'Additional Borrowing'.Regulated by FSA120 seats