Interim Assignment – Business Change Consultant, Department of Resources, Wiltshire County Council Sep 08 - Apr 09

Wiltshire County Council is to merge with 4 District Councils to become a Unitary Authority on 1st April 2009. As part of this change the Business Management Programme (BMP) will implement SAP to provide a common platform for the new Authorities HR, Payroll, Finance and Procurement functions. These all sit within Department of Resources and assignment is to work with and manage the service area stakeholders helping them achieve operational readiness and maintain critical service delivery.

Key Achievements:
• Provided support, expertise and guidance to Department of Resources Change Champion and Change Agents (circa. 24 people)
• Through the application of robust change management disciplines, plans, governance and expertise moved the department from RED status to GREEN status on programme readiness report
• Worked with the BMP programme team to ensure appropriate support and action is taken to address department concerns, issues and risks
• Assured the development and deployment of the new Shared Service Team within the Department of Resources along with its service offering to the wider business

Interim Assignment – Head of Business Support, Research Councils UK Shared Services Centre Mar 08 – Sep 08

The RCUK Shared Services Centre Ltd. has been established to help the UK's 7 Research Councils ensure that the UK remains at the very forefront of research and innovation. Each year the Research Councils invest around £2.8 billion in research covering the full spectrum of academic disciplines from the medical and biological sciences to astronomy, physics, chemistry and engineering, social sciences, economics, environmental sciences and the arts and humanities. The Shared Services Centre will deliver a fully integrated administrative support service to all UK Research Councils, delivering quality services in the areas of Human Resources, Finance, Procurement and IT IS

Key Achievements:
• Design and build business support function for the new 600 seat shared services centre providing planning & performance management, programme & change management, business improvement, quality assurance (operational & business) and facilities management.
• Work with SSC Ltd business to assure quality of deliverables from the SSC Project team including the Oracle ERP solution, business enabling technology (scanning, telephony, SharePoint).
• Developing and leading the Knowledge Management strategy for the business.

Key Achievements:
• Working with the largest council in Europe to build and implement a change management approach across Corporate Customer Services, council service areas and the contact centre. Resulting in greater clarity of change activity, improved relationships between all parties and the controlled implementation of change.
• At short notice took responsibility for the solution design of a multi-million pound customer management bid at critical stage and during a period of significant change to the requirements. Working closely with solution teams from across alliance partners to deliver a compelling and compliant bid response, leading and participation in client discovery sessions and managing the wider Vertex solution team.
• Project managed the separation and transition of the contact centre operation for a housing repairs service covering 27000 households to a new provider and location whilst converting to new operating model and technology platform. All transition activity, TUPE, business readiness, facilities, technology and telephony undertaken within 6 week window with no loss of service to customers.
• Proposed and established the business case for a cross divisional operational project team that initiates and supports the delivery of change across the business. Harnessing the existing skills and talents of a disparate group to form a close knit and effective project consulting team that operates across the division, is fully utilised and self funding.
• Successful initiation and delivery of over 50 projects ranging from small tactical pieces focusing on operational delivery to strategic projects determining relocation of operational teams for multiple external and internal clients.
• Development and delivery of a customer experience strategy for leading London council that will result in the understanding of and the ability to influence the customer experience touch points. Enabling the business to effect change with an understanding of the impact on their customers.
• Saving £1.6m to achieve contractual benefit glide path for third straight year despite significant operational and account challenges.
• The ownership and development of business continuity plans that came to the fore on the 7th and 21st July incidents in London which enabled the operation to exceed client expectations. Subsequently the recovery team has been awarded Vertex Team of the Quarter and Team of the Year plus is nominated for United Utilities Team of the Year award.

Customer Service Manager (Apr 03 – Mar 05)

Key Achievements:
• Operational Customer Service Manager for customer facing and non customer facing teams with successful management of £3million budget
• Management and successful delivery of £2.1million benefit glide path savings in 04/05.
• Consistent achievement of service levels across diverse range of services.

Phase 1 Migration Manager (Oct 02 – Mar 03)

Key Achievement:
• Successfully managed the transfer and physical migration of 11 business Units, 138FTE without impact to services delivery.
• Full project management included responsibility for facilities, people, telephony, system and data migration requirements plus extensive client liaison.

: July 2001 – September 2001 / January 2002 – July 2002

Consultant (Contract) / Project Manager (Permanent)

The Grey Archer system offers a full range of products and services enabling publicans to buy up to 85% of their products and services on-line 24 hours a day from a full selection of suppliers to the pub trade. Members are provided with a PC, ISDN connection to the Internet, training and access to the Grey Archer exchange. These members are also given access to a range of business services including utilities, telecoms and digital packages as well as the more traditional products required for running a business.

Consultant

Initially retained in July 2001 to undertake an audit of the internal and client facing business processes within the Operations unit prior to the commencement of live trading. Documenting the business requirements for Phase 3 of the CRM project release and managing its implementation within the Operations environment. Retained again in January 2002 to manage the release and testing of enhanced exchange functionality.

Project Manager

Working within the Programme Management team, managing several key business projects through to completion. Projects included implementation of Digital Services, new exchange suppliers, review of processes and enhancements to the system infrastructure. Role required extensive internal and external liaison, process review and design, management of costs and resources. Use of Microsoft Project with projects managed using Price methodology as a base.

Achievements:-

• Project management responsibility for a number of business critical projects
• Identify and documenting CRM requirements for the Pub Operations unit and manage development process from an operations perspective including UAT and implementation.
• Complete full audit of business processes and make recommendations to enhance them.

eLogistics provides e-solutions for logistics service providers (LSPs), manufacturers, retailers and transport companies by the provision of web enabled software, consulting and integration services which taken together enable collaborative freight management (CFM).

Responsible for the development, implementation and delivery of the customer service strategy.

Achievements:-

• Detailed analysis of call handling requirements, recommendation and implementation of agreed solution through the negotiation of a competitive low cost outsourced call handling agreement.
• Scope out, process design and implement of customer service strategy with applicable processes, service levels, escalation procedures and reporting mechanisms.
• Requirement analysis, recommendation and implementation of contact management software for the business.
• Design and project manage development of reporting suite for freight.elogistics.com product offering and business as a whole.