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Operations Manager

Work Experience

Christie Digital Systems Inc
European division of a Canadian digital projection company

Branch Manager (UK and European Office) 2000 to 2001
Appointed to restructure the UK and European sales support functions, these are technical support and customer service, which provide help desk and the distribution of product and spares to a dealers network


Achievements
Implemented new budgetary processes and controls
Empowered employees to have more control over their area
The restructuring of customer services and technical support departments

Self employed consultancy 1999 to 2000
Various creative design and marketing projects.

Canon (UK) Ltd. (Southern) 1985 to 1999
Operating in the document handling and business solutions markets.

Customer Operations Manager (Direct Sales Operation) 1993 to 1999
Selected to be part of a senior management team of 3, to run new direct sales and service division, responsible for the sales support functions. This included all customer services and logistic requirements, along with financial and budgetary controls, Facilities, IT and the sales of consumables and spare parts. Managing a staff of 30 including managers.

Achievements
Controlled and met challenging budgets in excess of £20 Million.
Set up and managed a telesales department, taking it from £240,000 to £1 million pa.
Successfully managed both the setting up and merging of business units.
Negotiated, awarded and controlled major contracts, in excess of a £1 million
Defined and implemented new voice and data systems to include Intranet, Internet services and the standardisation of IT platform

Finance and Administration Manager 1985 to 1993
Appointed to manage the regional finance and administration department, for both direct, indirect sales and service with a staff of 16. This included credit control and the control of logistics and distribution of product, purchasing, supplier contracts and facilities. I was also involved in the implementation and control of company policies and procedures.

Achievements
Redefined the way the administration department worked, making it a multi skilled function, customer oriented.
The rationalisation of sales documentation and contracts resulting in improved speed and quality of order processing, creating a strong selling environment.
Redesigned the grading of staff and created a new appraisal procedures. Giving empowerment to staff
Projects and Major Achievements

1. The setting up of a Telesales department, that included recruitment, training of the staff and taking it from an annual turnover of £240.000 pa to £ 1 million in two years.

2. The successful management of sales contracts with major customers and leasing companies resulting sales in excess of £3.5 million.

3. The creation and implementation of new sales environment where business solutions sales could be maximised.

4. The Merge of a direct and service business unit and a subsidiary company into one with a turnover of £23 million, consolidating all departments. This was achieved successfully over three months and with no loss of business and a bottom line saving of £350,000.

5. The successful change of business processes from a single skilled support staff environment, to one of multi skilled and customer focused. Thus enabling changes to workloads and practice to handled with out cost to the operation

6. Also responsible for the replacement and upgrade of communication and data systems handling over 13000 external customers and 188 internal users. This included a major change to the local area network systems of 50 desktop PC users and 65 laptop users ensuring that one IT platform was being used. It also involved the creation of an intranet to service the internal needs of the operational users.

7. Whilst at Snap-On tools was responsible for the setting up of three regional sales and distribution offices, in the south of England.

Education

EDUCATION AND TRAINING

HNC Business Studies - Law, Accounting, Economics with Marketing 1973/74
OND Business Studies - Law, Accounting and Economics 1969/71 In-house training courses - Managing Managers and Project Management 1992

Skills

Many years successful negotiation of both supplier and sales contracts and organisational change
Efficient at analysing and evaluating business needs and translating them into practical operational processes.
Customer-sensitive, profit-driven and focused team leader and player
Instituting and managing change to improve service and cost effective solutions
Effective at thinking outside the square, in the use of policies and procedures to achieve strong business results.
Sound budgeting and financial control skills.

Career Responsibilities

Languages

none

Other

Business Solution sales and Project Management
Management of a Customer services Department
Creation and implementation of sales and service contracts
Control of Revenue and Expenditure budgets up to £23 million
The management of 30 direct and 150 indirect staff.
 Design of Local sales and marketing strategies
Business partner contract management
Management of Telesales Department
Procurement and Fleet Management
Facilities Management
IT management of local LAN /Database
Credit control and administration
Warehousing/distribution/logistics

Believes

Responsive leadership that empowers staff to have input to the business and its processes.
The use of I.T. not allowing it to control the business
Being customer facing, to provide solutions to their business needs
Multi -skilled people who can take ownership of the customer problem and see it gets resolved

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