Director of Group Customer services at Transport for London
April 2004 - September 2011
TfL is responsible for the multi-modal transport system in Greater London.
- Define, lead, shape, deliver, an integrated Business and Technical solutions (SAP CRM; Multi channel, Telecoms, VOIP, Mobile services) for a new Customer Services Strategy; CS experience and improvement, putting Customers at the heart of the business. Transformation and integration of Customer Contact Centres, Journey Planner, Travel Information Centres and "London's" Lost Property Office
- Reinvented TfL's Customer Service proposition to a commercially oriented footing including multi-channel and innovative integrated mobile offerings.
Customer Services Integration Programme (CSIP) a cross-modal business change programme to:
? Enable a customer-centric engagement model, and
? Improve the performance, efficiency and cost-effectiveness of business operations across TfL's customer services and campaign management areas.
- Real-time Integration Programme (RTIP) to deliver personalised customer information and financial transactions This project won at DTI's spring 2006 competition for funding for innovation in technology.
? Developing novel visualisations, including audio-visual decision support (DS) avatars and remote visualisation, for
? Guiding travellers through transport interchanges in real-time (RT); research of location-aware mobile real-time public transport decision support and passenger advisory systems, including integrating real-time vehicle departures;
? Integrating real-time RFID near-field communication (NFC) location sensing and GPS data,
- Contact Centre Transformation Programme (CCTP), building on CSIP success delivering Customer Self-Serve capability.
Head of Operations at British Library
January 2001 - March 2004
British Library is the UK's national major research library, with a growing collection of over 150 million items.
Developed vision, strategy and delivery for the recovery of the BL's Document Supply Business.
Developed the business case, solution to source delivering any of the 150 million items to any desktop in the world.
Led the digitisation programme, replaced outdated infrastructure and operating practices. (National Audit Office July 2004)
Programme Manager at Royal and Sun Alliance
October 1995 - 2001
Claims management and transformation, creating centres of excellence.
Financial process audits and performance review to maximise efficiency and streamlining.
Developed the business case for an investment in a knowledge base for claims handlers supporting the logistical challenges moving from regional centres into 5 centres of excellence.
Programme Manager/Senior Consultant at Price Waterhouse
1992 - 1995
Management consultancy services
Programmes to support worldwide marketing drives, organisational change, business and operational improvements, supply chain analysis and improvement, developed and led change programmes, led support for international Price Waterhouse consultancy staff.
Regional Manager/Business Development at SGS Yarsley
1989 - 1992
Developed the regional operation, providing consultancy, business solutions, product testing, third party assessments to ISO 9000 for major chemical producers, manufacturers and suppliers.
Director of Service and Development at City University London
January 2012
City is one of the most international universities in the UK with more than 21,000 students from over 160 countries and staff from over 50 countries.
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