Business Operations

Head of Channel Operations/Head of Service Management Departmental Head with responsibility for the
management and leadership of circa 150 staff with an operating budget of £5M per
annum and an overall budgetary responsibility for operational spend in excess of
£100M. Delivered a wide range of operational services to CFS in support of the
Customer Call Centres and the Financial Advisor teams including:
 
· Definition of the service offering and concept for
the department and the establishment of a robust set of reporting measures 
 
· Created and established a number of new functions
including Business Process Improvements, Third Party Supplier Relationships and
Premises Solutions, responsible for managing combined CFS budgets of circa
£100M. 

· Creation of a set of operational reporting packs which defines each
service provided within Channel Operations and established a robust set of SLA
and OLA measures

 · Reviewed and redesigned services and processes,
promoting a culture of continual improvement and operational efficiency.
Achieved a 20% reduction in headcount during 2007 and again in 2008 whilst
improving and extending the full range of services.

 · Creation of a Third Party Supplier Management Framework for use in
shaping the strategy of a new Shared Services Division within CFS 

· Sponsored and led initiatives within my department as part of a
wider programme to transform the CFS culture in line with our core values and
leadership practices

 · Implemented a £1.2M brightening up programme of our flagship head
office complex and a £1.5M minimum standards initiative across our bank branch
network

 · Established external benchmarking figures for the regulatory sales
quality checking process. Consistently delivered a service that exceeded this
benchmark (world class) 

Responsibility for the design, development and
maintenance of a number of core CFS systems, integrating the End User Computing
best practice guidelines and governance