Hayley Monks

Say hello to Hayley Monks

Managing Director | Utilities

Hayley is a highly motivated, inspirational and energetic individual. An excellent speaker with a strong commercial acumen and creative thinking, she thrives on driving and delivering transformation by creating effective followship.

Having worked in senior executive roles, and with a ‘can do’ attitude, she contributes significantly at every level from strategy to delivery – she understands what good looks like.

Consulting experience

British Gas

3663 formerly Booker Food Service

Credit Operations Director – accountable for the management of the credit and risk operation across the entire B2B business. The included a wide customer range; from SMEs to FTSE 100 businesses. The performance of the collections activity on over 1 million accounts was a significant driver of financial performance in the business.

Head of Credit & Risk – responsible for the credit risk and operational collection activity for SME business in the B2B business. The SME business represented 70% of the Bad Debt charge in the business. My key challenge was a significant reduction in P&L cost through developing effective collection strategies at reduced operational costs.

Supported by external consultant I developed a 2year plan to reduce the BDC by 50% whilst not increasing operational costs or damaging margin.

Group Credit Manager: Headhunted to lead a team of 70 people in the collection and account management of a wide range of Food Service customers. Reporting to the Finance Director, I lead this department through a series of process improvement and engagement activities which delivered an improvement in DSO from 69 to 39. This was a significant contributor to the cash flow and financial stability of this business.

Management experience

Think Inspire and Create Ltd

Managing Director, specialising in business process improvement and people skills development. It has supported FTSE 250, AIM listed and private organisations across the utilities spectrum and other industries including retail, education, science and leisure

British Gas

Global Customer Services Transformation Lead, heading the customer service transformation for British Gas Business. Accountable for the transformation of the Customer Care function across multiple locations.

British Gas

Director of Service & Operations, Corporate Market. Led an improvement in the join journey which resulted in a reduction in ‘in life’ disputes, reduced cost to serve and improved NPS.

Dafydd Hobbs

Say hello to Dafydd Hobbs

Client Partner

17 years of experience working with the operations of large, multi-national organisations across sectors including Financial Services, public sector and outsourcing

Dafydd brings significant experience in combining the use of technology enablers with people development to drive long lasting, value driven business change. His dynamic but collaborative stakeholder focussed approach enables him to manage complex relationships across regional and supply chain boundaries

Consulting experience

Operational improvement

Led a program across the UK, US, India and Singapore for a global bank. The program Included both captive and outsourced operations providing data insights in order to drive efficiency improvements, right-sizing with vendors and Transformation (RPA, and process re-engineering), delivering over $10m in benefits.

Technology enablement

Designed and led a technology enabler program with a manufacturing firm across Malaysia, Romania and Costa Rica, to ensure consistent cross-regional ways of working and leveraging economies of scale, reducing headcount by 13% A workstream to develop internal ‘self-install’ capability resulted in the development of a global Centre of Excellence.

Operating model

Enabled a Life & Pensions outsourcer to manage new contractual terms in a multi-client environment through implementing a new operating model. This model enabled cross-client load balancing to meet dynamic demand profiles.

Capacity management

Digitised the capacity management practices within India of a large insurance broker. The program was specifically designed to augment a successful operational improvement program, creating additional improvements in capacity of over 10%.

Change programmes

Led challenging tri-partite technology change program with an international investment bank and their key outsource provider. The program included managing contractual dynamics between all parties and integrating the solution into both organisations 19-20 digital strategy.

Operations alignment

Managed operational/front line impact of change when technology was used to optimise allocation of emergency services staff to serious incidents.

Management experience

ActiveOps Ltd.

Strategic Accounts Director, responsible for leading multi-national digital operations management engagements with global organisations.

South Wales Police

Multiple operational management roles, including critical incident management, serious crime investigation, specialist interviewing strategies and technology change management.

Chris Bryson

Say hello to Chris Bryson

Managing Director | Global Analytics

Chris has over 20 years of analytics experience, 15 of which were spent in the Financial Services sector. He helps organisations make sense of their data and use it to transform their customer experience.

Chris leads our global analytics practice, managing a team of data scientists and analytics consultants through data transformation programmes. He works to make data actionable by delivering improvements that help clients manage cost, increase revenue and improve customer satisfaction.

His style is collaborative and engaging, with a focus on simplifying the complex and ensuring analytics drives tangible outcomes for clients and their customers. 

Consulting experience

Analytics

Used predictive analytics to improve cross sales and retention performance in B2B and B2C.

Enhanced HR analytics by developing AI to predict and prevent future colleague attrition, reducing leaver rates by up to a third with over £2m cost savings per year.

AI & Automation

Developed Voice of Customer speech and text analytics solutions to drive automation in quality assessment and reveal actionable insights from voice and digital channels.

Demand reduction

Creation and delivery of a demand management solution that has been used to drive 10-15% cost reduction for retail and telecommunications clients.

Management experience

Royal Bank of Scotland

Led Transactional Banking analytics team, delivering projects in credit card and current account products to improve customer experience and customer value.

Delivered an enterprise Data Transformation programme to centralise customer data, and implemented a Next Best Action solution across digital, branch and contact centre channels.

HBOS

Led analytics teams across a variety of brands with a focus on customer management and database marketing.

Developed credit risk models within corporate banking specialist lending sectors.

Deployed analytics as part of an Operational Excellence team, contributing towards a 10%-15% productivity improvement across branch and back-office operations.

Ludger Strom

Say hello to Ludger Strom

Managing Director | DACH

A transformation expert with over 20 years’ experience driving customer-centred change.

Ludger works in close partnership with clients in Germany, Austria and Switzerland. He is passionate about co-creating innovative and impactful solutions, believing that success is driven by strong engagement with colleagues at all levels, and is only satisfied when the customer is.

Experience

Multilingual contact centres

Delivered a multichannel strategy for several German car manufacturers, covering service processes, IT requirements and quality standards. This was established in a service provider’s multilingual hub, with follow-up products and services fully integrated.

Operating model

Designed and implemented the operating model for the ambulance service centre of a hospital group, using contact flow analysis. This transformational approach was co-created with hospital colleagues and fully aligned across the group to support its successful implementation.

Service differentiation

Established a standardised model for service differentiation across Europe within a multicultural team of service experts. A transformative service differentiation model was designed and aligned with the local stakeholders by jointly considering local requirements and central needs.

Management experience

Teleperformance

Designed complex solutions for clients and prospects, establishing an assessment and consulting unit as the transformation expert for Germany.

Monster

Led a diverse customer service organisation across Europe, driving change and nearshoring.

T-Mobile

Developed quality index and multi-site reporting. Led change in central functions and at group level, working to enhance and extend standards across Europe.

Helen Murray

Say hello to Helen Murray

Chief Client Officer UK Region

Helen is passionate about ensuring we support our clients in doing everything possible to intelligently listen to customers and deliver the solutions that they need first time.

Her extensive experience leading in-house and client-side customer service operations has proven that listening to customers is the key to success. Set up Webhelp’s Digital Centre of Excellence and Innovation Hub to inform the group’s global roadmap (development and acquisitions) and people strategies, ensuring investments are aligned with customer expectations and behaviours, and that recruitment, management and development practices improve employee engagement and retention.

Helen’s priority is to ensure we support our clients in doing everything possible to intelligently listen to customers and to deliver the solutions that they need first time. Her experience in leading in-house and client-side customer service operations has proven that listening to customers is the key to success.

Management experience

Verint Systems

Director of Consulting supporting clients in the adoption of new applications including Speech Analytics, Customer Feedback, Quality Management and WFM

BT Global Services

Director of Customer Service and Director of Outsourced Contact Centres