Coaching and mentoring chief executives, directors and senior managers
Management consulting on charity mergers, strategy and business change

Board responsibility for customer services, change management and information technology. The role included telesales, customer contact centre, product administration, project office, facilities and third party administration

Rationalised customer services following a merger to reduce the costs of running the combined businesses by £2m pa. After the initial ‘lift and drop’ of product administration, changed systems to cater for 36 new products and migrated customer data to allow the legacy systems to be scrapped

Launched a Child Trust Fund investment product, which resulted in a four-fold increase in new business (25k to 100k pa) and increased the customer base by 30% in 18 months

Established the internet as a sales channel and provided straight through processing to reduce the unit cost of new business acquisition by 40%

Delivering business strategy through a £30m portfolio of projects involving over 200 staff including:

* A £10m pa Head Office cost reduction
* Defining business strategy and developing annual plans
* Introducing change management disciplines such as formal governance, risk management, business cases, Prince 2, project office and benefits management
* A wide variety of projects, including internet and intranet sites, management information, launching new products etc

Established Britannia’s first call centre, providing customer service and telesales for multiple product lines:
* 80% of customer enquiries resolved by the first point of contact
* Mortgage sales of £400m pa
* 90% of customer calls answered in under 20 seconds
* Customer satisfaction level 4.1 out of 5

Chief Information Officer responsible for Information Technology and programme management. Including Britannia Life, the life and pensions subsidiary, the department had 320 staff and a budget of £24 million pa:
* Increased the business’s profits by over £9m pa through business projects
* Reduced IS costs by £3m p.a.
* Introduced modern development practices & technology