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