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Professional Profile – Nick Keca

 

Give me a lever and a place to stand and I will move the world… Archimedes

 

Outcome oriented, transformational change and performance improvement professional with a broad range of cross-functional capabilities, leading major transformation and business change programmes supporting: customer services, business process outsourcing, technology transformation, organisation design, and target operating model development.

 

Strong business leader with career long exposure to a global arena, building internal and external relationships with corporate stakeholders spanning C-level board members to associates.

 

Organisational Psychologist specialising in developing performance through collaborative working between distributed, multi-disciplinary, virtual teams. Acute awareness of cultural, organisational, and functional diversity.

 

Industry sector experience:

 

  • Customer services
  • Business Process Outsourcing
  • Financial Services
  • Legal Services
  • Engineering manufacturing
  • Not-for-profit (access to Higher Education)

 

Specialties:

 

  • Strategy, thought leadership, new product/proposition development, product lifecycle management
  • Business development, Sales, account management, channel / relationship management, pricing, tendering, bid management, negotiating, contract management
  • Transformation, mergers, consolidation, re-structuring, operations management, manufacturing, production
  • Systems design, web development, process automation, document management
  • Employee relations, team coaching and performance development, Business Process Outsourcing, home-shore / near-shore / off-shoring, Customer service, customer experience, contact reduction, self-service, multisite call centres

 

Competencies:

 

    • Change leadership remits in financial services, customer services, contact centres, business process outsourcing (BPO), legal services, manufacturing, public /3rd Sector. Experienced in: business transformation programmes, operational performance improvement, organisational development and culture change, project/ programme management, business process engineering, continuous improvement (Kaizen, lean manufacturing, Six-Sigma). Strategic, business, operational, financial, and project planning. P&L accountability to £450M.

 

    • Customer advocat – designing, and developing customer strategy and world-class customer care solutions in regulated and non-regulated environments. International client facing roles with global brands including business development, account management, new product/ proposition development, multi-channel /multi-shore customer care (B2B, B2B2C & B2C).

 

  • Large scale, multi-site operations developing multi-disciplinary teams in complex, matrix organisations operating distributed structures and virtual working. Multi-cultural employee relations covering: acquisitions, mergers, rationalisation, restructure, re-organisation, TUPE, collective consultation and bargaining in complex EU social structures.

 

 

 

 

Work history:

 

Dec 2011 to present – Scire Quam Ltd

 

Providing interim management support to enterprise wide performance development programs in a variety of environments and industry sectors including: engineering manufacturing, Business Process Outsourcing, customer services, financial services, legal services, and higher education.

 

Aug 2008 to Mar 2011 – SITEL Corporation

 

Global Business Process Outsourcer (BPO) with revenues of US$1.5Bn, employing c60,000 staff, in 127 sites based in 26 countries and supporting the world’s biggest brands with the most sophisticated customer service solutions. Details of roles within Sitel as follows: –

 

Jan 2010 to Mar 2011 – Director, Global Transformation and Process
Reporting to – President and CEO

 

Enterprise-wide remit to develop an innovative new business model for this global BPO organisation and encapsulating all mission critical business activities, including: client proposition, product development, commercial, financial and operational processes, technology, infrastructure, and the employment proposition.

 

Mar 2010 to Mar 2011 (role ran concurrently with the role above) – Director & General Manager, Benelux and Nordics
Reporting to President and CEO

 

Brussels based regional remit to develop the capability of an under performing operating division with revenues of €100M and 1,800 staff across multiple sites in Belgium, Netherlands and Denmark. This role had full P&L ownership.

 

Aug 2009 to Jan 2010 – Managing Director, Northern EMEA

Reporting to President and CEO
Executive operations remit encompassing c10,000 employees spread across 32 European sites (+12 client sites) in 9 countries with revenues of approx. US$500M.

Aug 2008 to Aug 2009 – Regional Director, UK & Ireland
Reporting to Managing Director, North EMEA
Operational performance development remit for a strategically important telecoms account with revenue in excess of US$90M, employing 1,000+ staff across multiple UK sites serving B2B and B2C markets.

 

Jan 2008 to Aug 2008 – Scio Quam Ltd, Director

A professional services provider supporting AXA, a financial services firm serving retail consumers and sales distributors (B2B and B2C) in the UK regulated financial services market (life & pensions) serviced by c3,500 UK staff in various UK sites.

 

Mar 2003 to Dec 2007 – Know How, Director.

An innovative professional services business providing systems design, business process automation, workflow/document management, B2C self-service e-Commerce solutions with automated back-office transactioning, and web applications to clients delivering high volume customer services within the regulated financial services and legal services arena.

 

Others…

 

1997 to 2003 – Brockington & Scott / UEC Industries, Managing Director
1989 to 1997 – British Steel PLC

 

 

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Nov - 18 - 2014

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About Us

About Nick Keca - as a management professional and organisational psychologist, I have created this site to share my research on subjects that are of interest to me. These primarily relate to Virtual Team Working in distributed matrix organisation structures. Since this is becoming the d...

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