Over eighteen years’ experience in leading and transforming large scale customer management operations.
Mark has extensive experience across all operating elements including, technology, organisational design, commercial sourcing, property, process and people strategies.
Over eighteen years’ experience working in Financial Services, eleven of which have been in senior leadership Improvement roles
Vicki has significant experience in leading large scale global transformation programmes. She has great energy and a high impact leadership style. She enjoys driving stakeholder advocacy for customer improvements through working collaboratively and leading teams with passion and enthusiasm.
Led & developed a major 2 year operations customer transformation programme for the world’s largest global retail bank, to deliver in excess of $250m.
Leadership of a 1 year large scale major global bank operations cost reduction programme resulting in the deliver of multi-million $150m of benefits.
Designed & led the implementation of a large scale operating model & E2E customer Improvement programme delivering in excess of 35% capacity along with significant improvements in customer metrics & NPS scores.
Led and developed the implementation of a retail banking mortgage improvement lab, utilising Lean & agile methodologies, resulting in ground breaking business & customer improvements.
Leadership of multiple B2B outsourcing acquisitions designing optimal operating models & E2E process designs for a number of large UK & Ireland retail banks.
Launched & led an operational management capability programme for a major global retail bank, delivering multiple cost & customer benefits with over 2000 managers in scope.
Global Head of Operations Process Excellence & Transformation for the world’s largest global bank HSBC leading a major transformation programme.
Head of Customer Transformation, responsible for the transformation of Northern Rock’s operation following Virgin Money’s acquisition.
Head of Operations & Process Design for HML part of Skipton Building Society driving B2B client banking acquisitions
A leader in organisational, cultural, regulatory and digital transformation in financial services across three continents. She combines an ability to think strategically with a strong delivery track record
Able to understand different perspectives quickly and to simplify the complex, she engages stakeholders at all levels of an organisation to get things done. With a collaborative style, a pragmatic approach and high levels of energy she takes pride in enabling teams to implement innovative customer centric change.
Led team of 100 internal operational excellence consultants in large financial organisation; developed and successfully deployed new customer- centric way to run the business, change mind-sets and behaviours to improve customer experience and create shareholder value. Delivered between 5% and 30% cost efficiencies p.a.
Led the implementation of Conduct programme for Transaction Banking business and implemented Client development cell to deepen client understanding and adopt start up ways of developing solutions.
Led centralisation of operations for large financial organisation, creating cross divisional service level agreements and implementing new structures (5,000 people and 19 sites involved).
Led Innovation Culture in large financial organisation. Developed and implemented transformation initiatives to adapt ways of working to digital disruption (7,000 engaged). Created intra-preneurship programme for top executives and launched Fin-tech mentoring programme.
Country Manager in Luxembourg for British financial institution. Ran private banking and fund administration business.
In his 15 years at Gobeyond Partners, Simon has led multiple, large scale business transformations across a wide rage of sectors including investment banking, insurance, and healthcare sectors
His style is collaborative and assured which he employs to bring out the best in his team. He enjoys applying his skills to new environments, decoding the complex and designing solutions that deliver tangible value to clients.
Led the operating model redesign for a large global specialty & retail insurance broker’s UK insurance model covering UK regional offices, headquarters and offshore operations. Business cases generated to deliver £40m annualised savings
Designed and supported implementation of optimised operating model for the UK’s largest domiciliary healthcare provider. Maintaining quality of care whilst increasing operational capability and reducing costs by £42m per annum
Managed Gobeyond Partners’s team to train and coach an internal, lean change team and support them in the delivery of lean improvement across the IT functions of a multinational high street bank. The programme delivered £11m in benefits in the first year
Responsible for Gobeyond Partners’s involvement in a large scale transformation programme for a top 3 investment bank’s global finance function, resulting in multi-million pounds of savings.
Delivered £1.5m benefits in focussed organisational redesign improvement projects using a structured Lean service improvement framework in one of the largest global investment banks.
Developed and implemented sustainable, continuous improvement process, across 3 operational sites in Belgium as part of a larger Europe wide project for a multinational poly-olefin manufacturer. Over €16m euro benefits was delivered by the end of the engagement.
Refinery manager
Operations manager for a 24/7 900 tonne per day FMCG production facility.
Improvement manager
Led team of improvement engineers supporting multiple international operations to deliver rapid operational improvement.
Team Leader
Led team of production and engineering staff operating a sugar refinery processing 10000 tonnes of raw material per day.
An experienced business transformation specialist and operations leader, Simon has successfully led major business transformation projects across UK and Europe and North America
Simon enjoys working in the creative space where operations and technology meet to create great service experiences and manages the businesses partner eco-system.
Delivered an operating model design and improvement programme for a UK commercial insurer to deliver 30% reduction in operating expenses whilst improving the broker journey.
Creation of customer journeys for a large financial services company leading into the initiation of a transformation programme to improve customer advocacy and digital services
Led the design and delivery of a Lean improvement project within the collections operation of a major UK credit card provider delivering c£300k of annualised benefits within 12 weeks and removing 3.5k hours of wasted customer effort.
Programme Director responsible for the initiation and delivery of transformation projects across multiple clients financial services clients.
Capita Life & Pension Services, Head of Operations responsible for pensions administration with teams in UK and India.
Head of Operations / Risk Operations covering highly regulated functions
Contact Centre Manager for a large consumer services operation for a telecommunications company
Over 15 years’ experience successfully leading major business transformation programmes in the UK, Europe and North America
Stewart is a skilled coach specialising in managing change and implementing controls that ensure effective delivery of large scale improvement projects. An integral part to his approach is the enjoyment and energy he gets from working with client staff. Balancing the need to transfer skills and deliver tangible benefits is always at the forefront of his mind.
Successfully delivered an end to end review of the customer lifecycle within a retail banks’ complaints division. Improvement initiatives included an enhanced website ‘nudging’ customers towards the optimal journey and alignment of customer communications across channels.
Led an Operational Excellence transformation programme across North America for a global insurance broker that successfully hitting a multi-million $ target.
Led a number of improvement projects for a global banking group with focus in improving customer experience as well as reducing operational costs. For example, within a direct banking service centre, 20% FTE capacity created through an end to end redesign of processes and training.
Within an outsourcing division comprising 12 EMEA sites and 500 members of staff, oversaw a team that developed a new Target Operating Model (TOM). The associated improvements reduced annual operating costs by £4.4million.
Led an improvement team across the North American division of a global insurance provider. Focus was on the development and roll-out of a standard solution across 35 client sites. The subsequent roll-out delivered lead time improvements of 75% (60 days to 15 days) and productivity improvements of 15%.
EMEA Benefits Administration
Head of Operational Change. Led a change team (UK / Poland) delivering organisational transformations and developed operational management capability.
Senior Practitioner
Successful delivery of projects in the UK and North America across a range of clients. Responsible for multisite delivery of assignments, client liaison and benefit realisation.
Programme Manager
Delivering a programme of operational change projects within the Pensions Admin department as well as various improvement projects aimed at enhancing process capability and effective operational management
