beschikbaar?

Versatile Interim & Project Management

Work Experience

Jan 00 – Jun 02 Operations Manager - Strategic Business Solutions

SBS is a marketing agency that delivers information driven contact strategies to clients covering Financial Services, FMCG, Mobile Telecoms, Automotive, Tourist and Media industries. SBS achieves this through:

 Marketing Consultancy.
Telecoms & IT consultancy, project management and delivery.
Direct Marketing strategy formulation and execution.
CRM consultancy delivery.
Outsourced Contact Centre facility provision

The Operations Manager reports to the Directors. Direct reports include Account Management Team, IT Manager, HR Team, Contact Centre Manager and Financial Controller.

Routine responsibility for:

Financial Control of £3.5m turnover.

Management of Key Accounts.

Implementation of all Contact Centre new business through specifying and rolling out IT and HR requirements.

Management of business critical supplier relationships (HR Partners and telecoms suppliers).

Management and provision of all telecoms facilities (Switch, Computer Telephone Integration, Interactive Voice Response and cabling to desktop).

HR Direction to comply with UK Statute, Call Centre Association Best Practice and industry regulation.

New business generation.


Projects undertaken include:

Identified and deployed of a Computer Telephony Integration platform for business-wide use in order to provide competitive advantage through increased productivity. Technologies utilised included Avaya (Lucent) switch, Callview CTI, Access and SQL.

Increased a leading UK hotel’s domestic trade (following ebb in US business as a result of 11 Sep 01) through Direct Marketing activity. Methods employed included data modelling (with MOSAIC), Recency-Frequency-Value Analysis, guidance of creative agencies and controlling multi-channel (web, mail and telephone) response mechanisms.

Mounted numerous short term 50+ seat telemarketing campaigns in order to satisfy client tactical requirements. Tasks involved included: system specification and roll out (SQL, Access, web integration); staff specification, sourcing and training; operation control and reporting; after-action analysis and recommendations for future campaining.

Planned and implemented overhead reduction measures in order to improve company financial stability following 2001 stockmarket crash, Foot and Mouth crisis and September 11 events. Each event affected existing clients in financial services, tourism and telecoms sectors. Measures taken (staff reductions, key supplier re-negotiation of terms, facilities issues) reduced overheads by 30% for remainder of FY 01-02 and will benefit company in next FY.

Devised and project managed mail and telemarket campaign for a nationwide grouping of Independent Financial Advisors. Implied tasks were marketing consultancy, data selection, staff selection and training, system specification (SQL and web integration) and testing. The model created for this project is currently being developed into a product that can be applied across other industry sectors.

Planned, developed, delivered and maintained automated information service (via IVR) for 3 nationwide retail outlets. The “Automated Store Locator” provides address information for approx 600 stores to consumers, generating incremental business for the client with a minimal maintenance burden. Technologies used: SRNs, Lucent switch, IVR, MS Access.

Project Managed the establishment of contact centre team for a nationwide car dealership group. Tasks undertaken included knowledge migration from client to own teams, client and own systems integration (through establishment of data streams with back up), control of response mechanisms and development of outbound incremental sales strategies. After a year from inception, the project won the Marketing Magazine award for Best Use of a Contact Centre.

Project managed the establishment of 2 contact centre campaigns for a Vodaphone airtime billing agency. Project aims were to ‘Welcome’ new customers and retain defecting customers. Tasks included: definition of data transfer protocols between client and SBS; system specification and sign-off; human resource planning to cater for wildly changing client requirements; provision of telecoms facilities to allow SMS marketing and outbound calling of teams numbering up to 90 concurrent agents.

Methodology employed on all campaigns is based on PRINCE2 adapted to meet internal and client experience and / or requirements.

Nov 98 – Jan 00 Strategic Business Solutions (Contact Centre Manager). Reporting to the two Directors. Managed the growth of the Contact Centre from 6 to (latterly) 120 positions (300 shifted agents), offering 12 / 7 / 365 facilities to a number of clients. Designed and implemented the HR policies and procedures (including appraising, coaching, mentoring, benchmarking, H&S, Equal Ops) upon which the Contact Centre will grow in the future. Implicit upon carrying out this role in an Agency environment is the development of new business opportunities with existing and potential clients.

Nov 94 – Oct 98 Regular Army. (HM Forces, Germany). Jan 97 - Oct 98. Senior manager with responsibilities including manning, security, discipline, conferencing and conducting briefings for senior (governmental), middle management and junior soldiers. Progressed from Troop / Platoon (30 men) commands to senior management and strategic planning posts. Various responsibilities have included front-line United Nations negotiator (Cyprus) and Press Officer.

Technical responsibilities included that of Regimental Signals Officer involving the management of VHF, HF and mobile communications serving an Artillery Regiment (450 men / 90 remote stations). This was at a time when new data technologies were converging with existing VHF voice carriers. Controlled the training of all regimental personnel on these new systems and, during roll out, lead diagnostics in field trials.

Other responsibilities included Regimental Recruitment Officer. Initiated the re-marketing of the Regiment in North West England through presentations (to schools, FECs and cadet forces), the employment of locally recruited individuals returning to the area to promote the regiment, production of marketing material and linking into Personal Development and Work Experience courses.

Co-ordinated the Divisional (5000 multinationals) support to Republica Srpska National Assembly Elections (Oct 97).

On retirement I was ranked as Captain with recommendation for promotion to Major.

Education

Stamford School, Lincolnshire. 10 ‘O’ Levels, 3 ‘A’ Levels.
University College of Wales, Aberystwyth. BScEcon (Hons) International Politics & Strategic Studies (2:2)
Commission, Royal Military Academy Sandhurst

Skills

Leadership, operational management, marketing, direct marketing, telecommunications, telecoms.

Languages

English

 beschikbaar?