Accomplished, results-driven Senior Leader in B2B and B2C Digital Business & Technology with 20+ years delivery experience, including five years in Banking & Finance and 10 years in Telecommunication. Proven ability to work in complex and challenging environments to determine business and customer needs then deploy the best solution. Polished professional in executing digital programs of work, including website development and back of house service/fulfillment, for blue chip and other high-profile enterprises. Assertive and collaborative leadership style, applying a disciplined approach combined with an agile mindset. Thrives in a fast-paced, multi-project environment. Certified ScrumMaster® (CSM®)
Established then managed the Release Management/Change function for “Leave it is Us” launched for consumer customers, an online customer service channel to compliment the existing IVR and Live Chat channels. Supported by a team of approx. 100 offshore agents.
Directed the development of all customer facing copy and images for digital assets , an ongoing process with iterative development cycles in response to customer feedback and business product owner priorities. It includes obtaining Legal review and internal copy and creative sign off
Directed and lead team resources responsible for business process definition and work instruction updates.
Prepared and managed contact centre agent comms, briefing packs and training requirements to support changes introduced.
Worked closely with the GCC GM based in Manila (the Business product owner) to understand agent priorities and interpret these in the webform and Siebel fields.
Adobe Omniture analytics implementation and analysis to understand the customer journey and preferences and take action based on sound quantitative principles.
Diligent stakeholder management across all facets of the business, critical for each deployment.
Led weekly and ad hoc status reporting, highlighting dependencies, constraints, issues and risks.
