Public Sector Interim Profiles
John – PFI Specialist Interim
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John
is an established Interim Manager with extensive experience in the private
and public sector including PFI. Since 1990 he has been operating as an interim and has proved
himself to be a creative entrepreneurial project director with influence.
John has comprehensive change management practice enabling him to providing a
broad band of services, he excels in strategic and project management having
undertaken the role several times, he is a proven negotiator and able to set objectives to lead a team to a great performance and
reach common goals.
Having worked in the public sector John has an appreciation of controlling
the given resources, achieving and maintaining the high standards whilst
working to budget.
John
offers a broadening skill base with a client focus building to meet new
demands and challenges intuitively having the ability to make decisions and
then communicate them to the team within a responsive proactive positive
working environment.
Peter – The customer service delivery Interim
Peter is a skilled trouble-shooter and problem solver
who specialises in helping organisations align and manage activities (people,
processes, services and systems) to meet customer needs and strategic goals,
including developing customer-focused strategies, business process
re-engineering, balanced scorecard and people management.
Working at both strategic and operational levels, he has
extensive expertise as a European Service Operations Director/Manager in
improving customer satisfaction, customer relationship management (CRM) and
the effectiveness of customer service delivery units and call centres.
Although these skills have mainly been acquired working for IT
multinationals, they are readily transferable to other organisations in the
private and public sectors.
He is regarded as a team player and obtains results by
focusing staff on the customer, building co-operation across departmental
boundaries, and giving staff clear performance standards to help them achieve
measurable, sustainable results. He encourages participation and buy-in from
staff by involving them in problem-solving, identifying solutions and taking
responsibility for both their personal performance and the performance of the
whole team. He has worked with and managed people from many walks of life,
nationalities and cultures in both unionised and non-unionised workplaces.
He is an effective project and change manager and is
credited with many notable achievements including managing a support centre
team to increase customer satisfaction from 76% to 83.5%, employee
satisfaction from 65% to 76%, empowerment to 85% and revenue by 12% over £3.5
million target. He also initiated
numerous customer satisfaction improvements in a £35 million customer service
and call centre operation (24 call centre staff, 150 total), including
reducing service readiness time from months to days and achieving a £3
million reduction in inventory.
Jo - The Commercial Interim
With over 20 years experience in Commercial Management
within the IT user and supplier markets, Jo has particular expertise in
privatisation/regulation, outsourcing and strategic business planning. These
areas often encompass significant corporate re-structuring and change management,
in which she has substantial experience. She has a strong analytical
approach, coupled with an ability to deliver.
Jo has recently completed a 15 month assignment as
Contracts Director on a major PFI deal. A main development agreement needed
to be augmented with individual tailored PFI contracts with 42 user
organisations. Despite Central Government reorganization and other pressures
within the client's business, this was launched successfully.
Previous interim roles include Bid Management for an IT
Consultancy/Services company, which was successful. She established a
Customer Services Department for major telecoms accreditation body, ensuring
it was taking a more customer focused approach within its new competitive
market. Many assignments have involved development of business plans, cost
benefit analyses and risk assessments. Her career has also had a strong
contractual element throughout, with development of standard Terms &
Conditions of Sale (and Purchase), Service Level agreements (SLAs), Joint
Ventures, Partnerships and Distributors/Re-sellers agreements.
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