Skill set
Steve in a few words
I am an outstanding Director of Sales, Change, and optimisation with an exemplary record of creating high performing organisations, that have exceeded sales and cost reduction targets for 10 years in a FTSE top 100 business. I am an experienced £100m plus P&L owner who excels in creating operational excellence. I have extensive experience of leading operations (DLG/BT) through transformational change, balancing customer, conduct, people, and business needs. I am highly experienced at board level, being a member of Direct Line Groups exec teams and I can collaborate superbly across functions. My career has enabled me to straddle both operational and strategic roles and I have excelled at both.
Experience
- 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.
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