Appointed to transform the entire Operational side of the business in order take this from a problem area to one of competitive advantage. Having excellent IT, customer service and security was essential as the company became regulated and we drove towards a sale of the business.

Built an industrial, process driven, operation that served both consumers and commercial clients with the best customer service and IT service delivery in the industry.

Transformed the risk approach and IT security capability in order to meet regulatory requirements  and again be ahead of the competition.

Built a wholly owned offshore capability in Lithuania to drive quality of service across all operational areas whilst reducing the cost to serve.

Part of the exec team that managed the sale process with the Private Equity owners.

Played a significant part in the successful integration into the parent company.

Key Achievements:-

Business bought for £400m then sold 4 years later for £1bn

Successfully passed FCA regulation

Customer experience and IT service delivery became a source of competitive advantage

No significant security incidents

Completed integration targets with purchaser

Key Metrics:-

Budget c£50m.

Staff – c500

Company Value increase – £400m to £1bn