www.sercoglobal.co.uk - A leading provider of managed and Business Process Outsourcing services to public and private sector organisations
Responsible as Service Line Director with full P&L responsibility for the Service Solutions Delivery consulting business.
Head of Solutions and member of Business Development Management Team for UK, Europe and Africa Private Sector BPO, leading solutions strategy for all BPO pursuits (ranging from £1m ACV to £25m ACV deals).
Deputy to Sales Director UK, Europe and Africa – Serco Global Services Private Sector.
Established new sales management and account management processes and increasing account development and renewal success. Leading BPO pipeline management, qualification and pursuit strategy. Driving matrix management of sales team to meet in year sales target of £40m ACV in 2014;
Developed new Sales Solution process & standards and qualification & pipeline management process;
Led weekly pipeline and qualification reviews, verifying and agreeing business growth and pursuit strategies and plans.
Responsible for key account reviews across all major UK and Europe Accounts, identifying in account growth opportunities, developing and leading sales plans for major opportunities.
Defined and implemented solutions methodology for outsourcing solution definition, transformation programmes and bid work covering both technology and business solutions (covering ICT infrastructure, applications, business and organisational architecture);
Solution Design Authority and Programme Lead for Private Sector Contact Centre and Shared Service Consulting:
- Programme Lead and Design Authority for a transformation programme for the split site (onshore and off shore – India, Poland, and UK) Contact Centre operations for a European Airline improving capacity and efficiency by c.30%;
- Shared Service Programme Director and Design Authority for the Shared Service Transformation Programme for Serco UK & Europe (covering HR, Finance, Procurement, and IT) – creating a global business services model, increasing capacity, efficiency and customer satisfaction, reducing duplication between Corporate Services and in account support activities;
- Design Authority for the Customer Service and Contract Centre transformation programme for a major consumer electronics brand improving efficiency and reducing operating cost by 20%;
- Design Authority for a Customer Contact service enhancement for a major Train Operating Company;
- Design Authority for a customer service and business process support shared service model for a major insurance group;
Providing subject matter expertise and leadership to a range of transformation programmes, transitions, and Serco BPO bid propositions:
- SME leadership for a multi-channel access and customer service transformation programme for a UK Unitary Council;
- Transition and transformation SME for the design and delivery of a new adult care services access model comprising a leading edge eMarketplace; outsourced contact centre and new commissioning model for a leading county council;
- Shared & Managed Service operational transformation for a leading UK County Council;
- HR; Finance; and procurement shared service design and transition planning for three London councils;
- Service transformation delivery for a UK county council shared service desks covering HR; Finance and ICT;