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.