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Senior Manager

Work Experience

PROFILE
Dynamic Customer Service specialist with a balance of programme, change, and line expertise. Highly committed, innovative with excellent analytical skills. Proven team leader dedicated to people development, quality and the bottom line.

BARCLAYS PLC

Head of Customer Service, Barclays International Banking - July 1998 to date

· Full accountability for improving customer service and delivering change into the business across multiple sites and customer segments.

· Significantly enhanced the business’ quality focus, and drove a wide range of impact management initiatives. As a direct result, productivity has grown by over 20%, customer satisfaction has increased annually, and sales now grow at 30% per annum.

· Successfully redesigned the sales and service model to introduce a service profit chain, which has delivered significant improvement in sales.

· Initiated a resource planning and productivity measurement which has resulted in call centres exceeding their productivity targets, whilst at the same time reducing headcount.

· Introduced process improvement leaders – resulting in reduction in complaints, improved quality of management information, and enhanced customer relations.

· Delivered improved fulfilment of sales campaigns and introduced change consolidation periods, through an innovative Events Planning process.

· Successfully restructured the centralised customer take-on centre, reducing backlogs and end-to-end service times from six to two weeks.

· Led business needs input to CRM programme, and currently developing automation of relationship management, through proactive leadership of the project direction.



Senior Business Change Manager, Barclays Bank of Zambia - December 1996 - June 1998

· Designed and successfully implemented a new business design in the territory’s principal office, which accounts of 80% of territorial profit. Resulted in 25% increase in customer satisfaction and an overtime reduction of 75%.

· Designed and delivered a new structure with a clear focus on customer service and operational risk control.

· Significantly improved productivity through process re-engineering, reducing service delivery time and enhancing risk management activities.

· Achieved a major cultural shift from a strictly hierarchical approach towards an increasingly participative operating style, through staff focus groups, weekly “challenge” meetings, and increased staff empowerment.


Barclays Plc Management Development Programme - September 1993 - November 1996

Developed core leadership, management and technical skills through Barclays’ world class graduate development scheme. Major work placements in Corporate Banking and Treasury, with following key achievements:

· Negotiated the transfer of the multi-million UKP guarantee book to Belgian Banks as part of the on-site management team responsible for the wind-down of the Brussels office.

· Streamlined market risk management information provision, thus ensuring timely and relevant information production.

· Evaluated the market operations of Merck Finck against post-Barings criteria.

· Arranged a £90m syndicated loan, liaising with customers, advisors and solicitors.

· Presented Corporate Banking tender proposals to Government bodies, resulting in the acquisition of new business.


GAP YEAR - July 1992 - September 1993

· Managed a chalet in Meribel, France.
· Established and ran a new watersports centre in Kos, Greece.

OTHER SKILLS & ACHIEVEMENTS

· Working French and basic German.
· Cultural sensivity as evidenced through successful secondments to Zambia and Belgium.
· RYA qualified skipper, captained boats in Europe, US and Caribbean.
· Treasurer of Magdalen College boat club and member of blades winning 1st crew

Education

EDUCATION

1989 - 1992 – Magdalen College Oxford University, BA Hons Law Upper Second Class.
1982 - 1989 – Scholarships to St Helens School, Northwood and Cranleigh School, Surrey.

Skills

Customer Service specialist with a balance of programme, change, and line expertise. Highly committed, innovative with excellent analytical skills. Proven team leader dedicated to people development, quality and the bottom line.

Languages

fluent English
working French
basic Dutch

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