Management Team

Ali Fry

5月 11, 2016 by

Say hello to Ali Fry

Key Account Director

Holding over 10 years’ experience leading change programmes, Ali has delivered tangible benefits for businesses in the UK, Europe, Africa, Asia and the USA

Having operated in a number of different environments including retail, travel, manufacturing and financial services, he adopts a pragmatic approach to improvement. Ali enjoys working with Client teams, and sees people development as a key success criteria for an improvement programme.

Consulting experience

Capacity improvement

On behalf of a leading UK insurer, directed a lean service transformation across 2 First Notification of Loss (FNOL) sites resulting in 15% – 25% capacity improvement through improved call to claim ratio and reduced contact time. The activity was delivered in 16 weeks utilising business resource with no additional capital expenditure, whilst simultaneously delivering customer satisfaction improvement.

Transformation

Working as part of a major transformation within a FTSE 250 business, led the engagement of key C-suite personnel to generate buy-in to operations excellence, including approach, budget and benefits. The activity created the leadership buy-in that resulted in approval for a £13M CI programme for 30,000 FTE over 4 years, to deliver £18M annualised benefits and improve customer satisfaction.

Ways of working

Within a regulated financial services company, led a programme to drive improved ways of working to complement the implementation of a new integrated IT and operations management system. The programme focussed on the management of key metrics, training, skills, capacity and workflow planning in support of the new processes. The programme delivered a reduction in end to end processing time of 30%, as well as driving key customer satisfaction criteria.

Management experience

Thomas Cook

Head of Lean Capability, Communications & Sustainability: Delivery of key cultural aspects in support of the group’s transformation across Europe.

Wm Morrisons

Head of Retail Improvement: Delivery of cost reduction & labour optimisation across >500 stores.

Direct Line Group

Senior Lean Leader: Design & implementation of a CI program across the Motor claims business.

Chris Hallmark

5月 11, 2016 by

Say hello to Chris Hallmark

Managing Director | Transformation Design

A leading expert in service sector operations, having worked for Gobeyond Partners for 13 years. He has led many successful projects and has built long-term relationships through the quality of his advice and his collaborative approach

Approachable, knowledgeable and inclusive; Chris builds skills and understanding among those with whom he works. He has pioneered Gobeyond Partners’s market-leading approach to customer service excellence and is an expert in customer journey and operating model redesign, having developed the businesses journey mapping methodology.

Chris is also a regular speaker at industry seminars and conferences across Europe and leads Gobeyond Partners’s Digital Solutions service capability.

Consulting experience

Transformation

Management of a four year programme to stabilise, redesign, transform and improve a 7000-FTE complaints handling operation for a major UK retail bank, delivering savings of several hundred million pounds in reduced claims costs.

Business integration

Management of an Gobeyond Partners team in support of the integration of two major UK banks, delivering multi-million pound cost savings in parallel with successful transition management. In the first year the project achieved a return on consulting investment in excess of eight to one.

Operating model design

Led the design and implementation of a customer-focused operating model for Fraud Operations. The new operation achieved high customer advocacy (NPS +77), customer lead times were cut from 10 days to 3 hours and productivity improved by 20%.

Management experience

Morgan Crucible plc

Global Six Sigma champion, leading rapid improvement events in manufacturing plants across the USA and Europe.

Production Manager, producing precision engineered ceramic components for aerospace, defence and biomedical applications. Managed a factory relocation and had P&L responsibility for a manufacturing unit supplying high precision ceramic pistons to the world market.

Quality Manager, responsible for developing and maintaining a site quality system to achieve ISO9000 compliance