Stabilise, Stretch and Shape
Every customer need you meet, every value you create and every experience you provide is delivered by following a business process.
Whether you’re leading a small business or a large scale back office, knowing how your people, processes, and technology are performing end to end is the difference between continually reacting to issues and continually improving customer and staff experiences, risk management, and operational efficiencies. Proactively resolving issues before they become major incidents can help you become transformational. I can show you how!
I have over 25 years of experience leading medium to large scale business operations and technology divisions for national and global banks in the UK, Singapore, and Australia. I believe in engaging teams across the end to end experiences and breaking down silo thinking. My hands-on approach using the three S’s (Stabilise, Stretch, and Shape) can help you improve the performance of your Operations and transform your customer experiences.
Based on case studies and insights delivering Operational Excellence for multiple banks, I provide insights, advice, and keynote speeches on established operations management techniques. My proven transformation methods for digital automation, organisational consolidation, operational performance management, activity-based working, and business process improvements can help you and your organisation make the next step to delivering experiences customers love.
As the former Chief Process Officer at the Commonwealth Bank of Australia (CBA) and General Manager for Back Office Operations and Technology Divisions in multiple banks, my experience is based on direct engagement at all levels delivering end to end alignment.
Let’s connect and discuss how I can help you adapt and align your business to meet the changing needs of customers.