- Direct Line GroupHead of Business ExcellenceBANKING & INSURANCEJanuary 2011 - January 2023 (11 years and 12 months)Doncaster, United Kingdom• Accountable for annual delivery of £100m plus P&L cost budgets via workload reduction initiatives.• Designing strategic plan to move the contact centres to a ‘Digital first’, approach.• Ownership of Customer Operations plan and delivery, directly aligned with the groups OKR’s.• Delivery of all aspects of performance daily across all telephony and digital channels• Implementation of 350 changes plus annually, moving strategic ideas to operational deliverables.• Ownership of existing Partners performance and acquisition and onboarding of new partnerships.
Welcome to Steve's freelance profile!
Steve Thomas
- Suggested rate$1,024 / day
- Experience8-15 years
- Response rate100%
- Response time1 hour