About the author
An outcome oriented leader with a collaborative style enabling relationships with internal & external stakeholders spanning C-level executives to associates.
My professional development is augmented by continuous learning including an Executive Doctorate in Organisational Psychology. Expertise is based in the influence of personality on performance & behaviours when teams work collaboratively in multi-disciplinary distributed structures.
Capabilities: -
⇒ Executive experience across various industry sectors including regulated financial and legal services, manufacturing & Not-for-Profit. Stakeholder relationships including customers, clients, colleagues, & partners, all in context of a complex global, matrix environment.
⇒ Financially astute, P&L ownership to £500m. Highly commercial, negotiating experience covering a broad range of internal & external client facing commercial activities.
⇒ Leadership of large scale, multi-site, (international) operations, employing collocated & virtual, multi-disciplinary teams & 3rd party partners/vendors. Experience of optimising the full spectrum of customer care: multi-lingual, multi-channel, multi-shore, insource/outsource, partner/vendor management, CX, customer insights, IB/OB, sales, retentions, collections, payments, tech support, back-office fulfilment.
⇒ Extensive transformation & change leadership experience including: acquisitions, mergers, restructuring, re-scaling, cap-ex, strategy, operating model development, culture/behaviour change, service transition, risk management, implementation, partner/vendor/supply chain management, operations management, business process transformation & automation, six-sigma, collective bargaining, TUPE; & IT change (automation, digitisation, infrastructure, telecoms, enterprise applications & services).
⇒ Consulting & interacting with a wide range of regulators and governmental bodies.
⇒ Advanced analytical skills, deep knowledge of sophisticated statistical tools & techniques.