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Change Manager

Work Experience

A results-driven and dynamic interim with demonstrable success in implementing effective and sustained change across a broad range of organisations in sectors as diverse as travel, healthcare and financial services.


AREAS OF PARTICULAR EXPERTISE

• Designed and led programmes to build highly effective customer-focused operations across public and private sector organisations, delivering improved sales and service at reduced cost
• Experienced coach and leader - developing inspirational leaders and ensuring clarity of direction during periods of great change
• Led operations functions during successful ISO9000 and Investors in People accreditation
• Success in leading and improving technical, as well as front-line sales and service, teams covering both B2B and B2C product ranges
• Led the operations workstream during, and after success in, the bid process across a range of products and sectors
• Excellent facilitation skills (Roffey Park trained) from board level down focusing on, and achieving, effective decision making and action

Interim Programme Manager – MAG – Tui Travel Plc – Mch 09-Jul 09
Led the planning and project initiation process to initiate and co-ordinate 5 projects focused on significant cost savings in overseas in-resort operations for the Mountain Activity Group
• Developed costed plan for board approval
• Set up project and programme governance processes to ensure timely delivery
• Led the mapping and improvement of key operational procedures
• Trained internal staff to be able to take the projects to successful delivery

Interim Business Improvement Director – UKISD – Tui Travel Plc Aug 08-Feb 09
Retained from previous contract to create this new role and recruit and train successor
• Led the internal IT, E-commerce and publishing functions, ensuring processes were put in place to deliver new products in a timely, quality-focused and cost-controlled manner
• Devised and managed the launch of change programme in UK and Ireland to re-align the business to a new vision and business drivers
• Programme managed operational merger with a newly acquired company
• Coached and guided Sales Director to bring product delivery and service back into an acceptable standard for the customers

Interim Head of Sales and Service Centre – MAG - Tui Travel Plc – Mch 08-Aug 08
Brought in to conduct a strategic evaluation of a shared contact centre. Costed recommendation and plan to the board was accepted. Led the close-down of the operation, programme managed transfer of business to 3 alternative centres
• Through effective management of collective consultation process achieved agreement to close 200-seat call centre just 3 weeks after closure intention announcement was made
• Led the infrastructure development, recruitment, process development and training activity to develop a new 100+ seat contact centre in less than 6 months

Interim Call Centre Consultant – Applegate Directory Limited – Oct 07
Brought in by directors of successful family-run internet directory listing service to review and improve all aspects of telephone sales operation
• Designed improved sales commission scheme to re-balance the existing business/new business focus to enable the company to increase profitable growth at no additional cost
• Provided costed recommendations on the use of homeworkers, re-definition of the sales process and key account management

Interim Director, Contact Centres –Thomas Cook – Jan 07-Sep 07 and Nov 05-Sep 06
Selected by Thomas Cook Executive Board member to conduct a strategic review of 3 multi-channel contact centres with a cost base of £14m, circa 600 heads, 1.5M calls annually and up to £500k in daily sales
• Developed costed business case for board approval to remove £1m (full year) from contact centre cost base, by Q3 the actual yoy savings were over £2M
• Took line management responsibility for the contact centres during the change process
• Led the annual budget planning activity for a cost base of £14m developing innovative ways of driving down costs
• Coached and led management team through major change initiative. The development of these individuals was evidenced when, as a result of having to apply for their posts due to a merger, all but one of them won more exacting roles.

Interim Call Centre Director – Amicus In-Health Group – Aug 06-Dec 06 and Nov-Dec 07
Selected to lead the Call Centre workstream in a company start-up following a successful tender bid to deliver diagnostic and imaging services to NHS patients. Brought in to recommend the most appropriate and effective way to handle 1-1.5M patient appointment calls/emails a year.
• Evaluated effectiveness of shortlisted outsourcer and made recommendations to the board (accepted) to proceed with outsourcing route
• Led workshops with outsourcer to create highly resilient and accurate resource model to ensure that cost plans were viable and that quality/service targets would be hit
• Developed operational processes to ensure that quality and time targets would be met by the outsourcer

Interim Managing Director – waterscape.com (part of British Waterways) – Apr 05-Aug 05 Retained by British Waterways to re-organise and relaunch online marketing medium. Responsible for web development team, content providers and on-line sales
• P&L responsibility for £2m income via various streams, including B2B and online media
• Led the relaunch of the site onto a new operating platform to provide much improved content management

Interim Organisational Change Manager – British Waterways - July 04-Oct 05
Asked by British Waterways’ Director to remedy operational and service issues which threatened the effective operation of £15m revenue-generating craft licensing process
• Took line management accountability to restructure department, roles and processes to more effectively align service delivery with customer needs
• Refined and re-worked all business processes to introduce improvements in the use of newly-installed SAP software, removing manual tasks to improve customer service

Interim Contact Centre Project Manager – City & Guilds – May 04-Oct 04
Recommendation from a previous client to a City & Guilds Director resulted in invitation to design new organisation and programme manage merge of departments to create a contact centre with the aim of generating substantial service improvement at neutral cost
• Developed costed business case for approval by board
• Coached and led Head of CS through carefully planned schedule of activities to ensure that deliverables were met and new organisation effectively implemented
• Provided informed and practical advice and assistance in the development of the organisation’s plans for implementing SAP and CRM


Interim Customer Services Manager – Ordnance Survey – Aug 03-May 04
Selected to lead the re-structure of the 80-strong customer services department providing complex geographical data packages to businesses and maps to customers
• Led the review of all business processes within the department, eradicating redundant tasks and generating staff savings by automating others
• Led the operations workstream on the SAP implementation steering group
• Merged telephone, email and correspondence team to create a more cost-effective operation

Interim Operations Director – PPML (part of Credit Suisse Group) – Apr 02-Jun 03
Responsible for 200+ Contact Centre staff providing outsourced administration of Self Invested Personal Pensions (SIPPS) for Winterthur, AXA, Scottish Amicable and other financial partners.
• Led programme to bring flagship product back within service standards and renewed partners confidence in service delivery
• Oversaw the operations workstream for 2 successful bids to operate a 3rd party suppliers
• Directed the implementation of a work management package and the launch of an evening shift to reduce costs and provide better and faster service to customers

Interim Project Director and IT Support Manager – UsitWorld, Dublin – Jul 01-Feb 02
Asked to rapidly improve an underachieving technical help-desk operation servicing 200+ European retail travel outlets.
• Coached and developed management team to develop a customer-first approach to business
• Managed business-critical project delivering marketing data to major airlines to protect vital product relationship with those airlines

Organisational Change Programme Director – Cims – Sep 00-Jun 01
A board-level appointment (SVP) to develop and run a change programme to drive re-alignment of organisational structures with a newly devised business strategy in $180m revenue company
• Responsible to CEO for briefing and guiding board members in the development of their organisational structures to support the driving strategy
• Developed and ran extensive staff and management communication process, including workshops, briefings and presentations.
• Identified and terminated projects suffering run-away costs or mis-alignment with the strategy

Call Centre Project Manager, British Airways Executive Club – Mar 00-Sep 00
Planned, controlled and implemented the structured closedown and handover from outsourcing of British Airways Executive Club call centre operations across 7 countries.

Interim Call Centre and Operations Director - Netherlands – Cendant BV – Jun 99-Mar 00
Appointed to take control of a Dutch-based multi-lingual service centre of over 150 staff suffering from high staff turnover, low productivity and very poor service standard attainment.
• Re-organised call centre and customer service departments to hit service standards in environment of vastly varying call volumes and 7 different languages
• Project managed move of entire 24 x 7 operation (100 seats) to new site without service loss
• Led the operational workstream in the development of new products across 3 European countries

General Manager, Call Centre Operations - Cendant UK – Sep 95-Jun 99
Selected to manage the stabilisation of UK service centre (300 staff), involving the closure of a sister operation and consolidation into a single 24x7 site.
• Focused the planning of incoming new business, achieving service standards at lower cost
• Led operation during ISO 9000 and Investors in People accreditation

Education

BSc

Other

Prince 2 Practitioner

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