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Associate Director

Nathalie Choi

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Say hello to Nathalie Choi

Principal Consultant

A finance and operations improvement specialist with global experience across financial, insurance, technology and education sectors

Nathalie has 10 years accounting, finance and operation experience, 5 of which were spent in financial services as well as 5 years in online education technology, specialising in financial and operational transformation and process optimisation across EMEA and key emerging markets. Her motto is “Work Hard and Enjoy Life”. Her enthusiastic, versatile personality coupled with an excellent sense of humour brings her enjoyment in working with different people from different backgrounds.

Consulting experience

Redesigned the mortgage underwriting process and co-created a quality framework for one of the fastest growing mortgage lenders, resulting in 25% reduction in mortgage application turnaround time and 100% success rate in staff upskilling.

Identified process improvement opportunities in the offshore operation centres of a FTSE 100 bank, leading to significantly reduction in overwork, FTE and overtime costs.

Provided operational excellence coaching to over 50 team leaders & internal coaches for multiple world-leading banks and insurance companies. It includes well-utilising tools and lean concept in work environment, identifying continuous improvement opportunities and accrediting candidates on delivering coaching programme.

Identified and recommended the best business development opportunities and go to market strategies in China for one of the largest international publishers.

Led a cross departmental team of five to automate a US$100 million subscription revenue reconciliation process. This IT automation project successfully reduced the reconciliation process turnaround time by 66% and increased the accuracy of financial results by 80%.

Designed new and improved existing analytical methods to enhance the accuracy of analytical results by 30% for better business decisions.

Conducted a financial and operational restructuring for a US$17million worth R&D team with a 250-person staff to minimise unnecessary costs and improve the structure clarity and operation efficiency.

Management experience

EF Education First: Global Financial Planning and Analysis Manager. Led a team of three to deliver a quarterly financial forecast, including analysis and annual board meeting deliverables.

EF Education First (Asia): Assistant Business Controller. Managed a budget for a 250-person R&D team and an over 500-person teaching team.

Deloitte Touche Tohmatsu: Audit Senior. Led engagement with a team of 10 covering five countries to provide clients with professional Finance Assurance Service.

Dafydd Hobbs

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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.

 

Leo Della-Moretta​

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Say hello to Leo Della-Moretta​

Managing Consultant​

Trained at the prestigious Parsons School of Design, Leo has 15 years’ experience of delivering transformation projects across four continents. Our resident design thinking expert, Leo prides himself on solving challenges that have both cultural and technical components.​

An inspiring communicator, Leo’s passion has always been helping his clients to solve problems with ideas. He loves building teams’ creative capability, and experimenting with game-changing ideas to discover which ones will work​

Consulting experience

Led an intervention for a pensions administrator to reduce backlogs claims. Resulted in 50% reduction via a 14% increase in productivity.​

Delivered a client experience improvement program in Mexico to improve a credit card disputes process. Increased Top Down NPS from 32%-41%, Increased First Call Resolution 52%-65%, and Opex savings of $6MM.​

Led a project to double capacity of military airport (from 500 to 1000 people per day) by reducing per passenger processing time by 50% through process improvement and demand forecasting. Increased cargo throughput a similar percentage.

Diagnosed, designed and implemented an improved small and medium enterprise end to end account opening process for a leading UK bank. Resulted in 20% increase in productivity, increased right first time, reduced the end to end processing time to 20 days from 40.​

Utilised lean to reduce the mail delivery operations of a multinational organisation from seven to five days to over 20 different locations while reducing resourcing by 20%. ​

Mapped the operating model of a media production and broadcaster in support of a cost savings initiative. Resulted in £9MM in savings identified to be captured over a three year period.

Management Experience

Captain, US Army (10 years): USA, Italy, Germany, Egypt, Iraq, Afghanistan​

Commander, Operations Officer, & Logistics Officer: Responsible leading and managing operations of organisations from 45 to 1,800 people and operations systems in the USA, Europe, and Asia. 

Education Experience

Global Executive MSC Strategic Design: Parsons School of Design​

MBA: Cranfield School of Management​

US Army Command and General Staff College​

BA Political Science and International Studies: The University of Kansas

Chris Bryson

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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.