Job Title – Head of Business Planning and Performance January 2006 - 2008
Report: Operations Director
Responsible for planning and staffing in call centres across the world. Controlled change into operations through acting as gatekeeper for all change controls. Assess performance of management and call centres through provision of Management Information. Responsible for maintenance and installation of new call centre technology.
• Fulfilled all client contractual terms through effective real time management of the call centres.
• Saved $2 Million dollars through introduction of new technologies – (Dialler podding and outbound IVR)
• Created a new schedule adherence measure to allow for more effective call centre management and sickness monitoring
• Drove use of speech recognition to allow for faster activations and automatic account opening over the phone to lessen need for employees to take calls.
• Identified opportunity of saving $2million for business through altering incentive payments to collectors and focusing on goodwill refund process.

Job Title – Programme Director– Matrix June 2003-Jan 2006
Report: CIO & Business Projects Director
Managed a 120 people strong project team to deliver a new sales finance credit card allowing for greater flexibility for customers. The programme had 10 separate streams as disparate as Risk and Marketing. I was responsible to 10 directors for performance of the project and its compliance with their policies and procedures .Product was launched for four retailers on time and within budget.
• Delivered product at a cost of $23 Million against a budget of $32 Million by finding innovative new channels for information provision and communicating with client POS devices
• Successful launch of product that at least 5 other companies had tried to manufacture and failed
• Product was launched on time with COMET PLC – who said it was the best product launch they had been involved with
• The product is currently delivering above plan on all aspects, in particular in repeat spending and average transaction value. Both of which are @ 114% of their targeted value

Job Title – Head of Compliance March 2001-May 2003
Report – Legal & Compliance Director
I was first incumbent of bank wide compliance function. I was invited to do role by company because of my process knowledge to set up new compliance routines and audits to allow for greater assessment of their effectiveness. I was also asked to manage the bank’s relationships with the regulators. My main goals were to prepare and get ready for N2, and to staff department with appropriate skill set.
• Set up new compliance routines to comply with Financial Services and Markets act.
• Approved person for compliance and money laundering
• Successfully defended bank against alleged failures in process by FSA
• Instigated audit routines for identification of compliance issues within cards business
• Led bank through 4 successful regulatory visits by FSA and New York State Bank
• Was rewarded by Board for innovative and effective management of self regulation and regulators

Other positions held:-
Job Title Report
Six Sigma Master Black Belt Quality Director 1999-2001
Co-ordinated all research efforts across operations and marketing – concentrated on driving impact rather than doing research. I completed a total of 27 projects to deliver impact of greater than 1.5 sigma improvement long term.

Head of Market Research Marketing Director 1998-1999
Carried out all ad-hoc and continuous research for the bank and its clients for financial services.

Report: Marketing Services Controller
Responsible for all market research and brand strategy for all beer brands, spirit wholesalers and retail pub trade. Introduced significant changes and innovations to the role with a budget of £3 Million for ad-hoc research, brand tracking and advertising tracking. Instigated new tracking vehicles for all research, standardised beer testing and introduced new roster of agencies.
• Delivered innovative new brand advertising for Fosters – “He who thinks Australian drinks Australian”
• Delivered Innovative new brand advertising for John Smiths – “No Nonsense Man”
• Drove and initiated a new advertising tracking programme for Coors Extra Gold. Subsequently rolled out across all brands.
• Drove creation of Beer Taste Testing Exams for marketing personnel to help with product management.

Other positions held:-
Job Title Report Timescale
Market Research Manager Marketing Services Director 1992-1995
Carried out all ad-hoc and continuous research on all brands including pub chains

Carried out all ad-hoc and continuous research on all brands including advertising and new product introductions

Market Research Executive Marketing Director 1989-1990
Territory Manager Area Sales Manager 1987-1989
Graduate Trainee IT Manager 1986-1987