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Performance-driven professional delivering business process change
Robert Gormley
,
Telford, United Kingdom
Experience
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I'm offering
Performance-driven professional with proven experience delivering process change and improvement in financial services, utilities and manufacturing sectors whilst improving customer experience. Instrumental in successful management of complete process improvement project lifecycle from initial scoping, through delivery and post go-live benefit tracking. Skilled at designing processes and appropriate performance metrics, reducing costs and improving productivity and quality. Articulate communicator; establishing and maintaining robust liaisons with clients, stakeholders, staff and business partners. • Process Mapping, Modelling & Simulation • Lean Six Sigma Black Belt • Business Case Development • Cost Reduction & Avoidance • Customer Experience Improvement • Stakeholder Management • Operational Performance Improvement • Staff Leadership & Development
Markets
United Kingdom
Links for more
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Industries
Language
English
Fluently
Ready for
Available
My experience
2016 - 2019
freelance
Project Manager / Global Process Model Improvement Lead
HSBC.
Workstream lead and agile scrum master leading a team to implement global ServiceNow access management solution. Supported global user base by designing and leading team to deliver compliant access remediation processes for platforms, databases and applications.
Designed target operating model for offshore global support centre to enable new privileged access security process. Delivered discovery phase of $5M global programme and identified key process improvement opportunities with benefits up to $40M for back office operations in India and Hong Kong.
Designed target operating model for offshore global support centre to enable new privileged access security process. Delivered discovery phase of $5M global programme and identified key process improvement opportunities with benefits up to $40M for back office operations in India and Hong Kong.
Project Manager, Scrum, Operations, Scrum master, Agile, Management, Security, Offshore, Support, ServiceNow, Office, Access management, Processes, Manager, UP
2011 - 2019
freelance
Independent Contractor delivering the following projects
unknown.
2015 - 2016
freelance
Process Improvement Consultant
Baringa Partners.
Analysed, planned and recommended improvements to Thames Water smart meter installation exception processes, increased meter installation rates and improved customer experience.
Reduced call duration and call volumes into nPower homemoves contact centre, as well as increased customer satisfaction by delivering technical, process and customer communication changes.
Reduced call duration and call volumes into nPower homemoves contact centre, as well as increased customer satisfaction by delivering technical, process and customer communication changes.
Customer experience, Processes
2015 - 2015
freelance
Customer Complaints Journey Consultant
Barclays.
Process Excellence Consultant (2011) at RBS, Senior Consultant (2007 to 2010) at Fiserv, & Consultant (2003 to 2006) at OEE Consulting.
Consulting
2014 - 2014
freelance
Customer Journey Project Manager
UK Asset Resolution.
Developed and oversaw customer journey project to deliver operational capability in compliance with regulatory standards to ensure correct customer outcomes and performance improvement. Led team to develop customer centric internal and external performance measures, redesigned quality assurance and implemented governance frameworks for the project and customer journeys. Successfully transitioned from project to BAU.
Project Manager, Compliance, Quality assurance, Regulatory, LED, Manager
2012 - 2013
freelance
Customer Journey Programme Manager, E.On
unknown.
Established the customer journeys programme with a budget of £1.6M to provide the best customer experience across multiple business functions and operations. Created base line data and metrics to provide robust management information on customer experience and retention. Led team of process and journey specialists to deliver improvements to internal and customer focused processes to increase Net Promoter Score (NPS). Implemented BAU performance metrics, dashboards and MI reporting.
Exceeded all programme expectations by delivering 150% objectives as assessed by E.On Global Centre of Excellence and assisted in achievement of uSwitch Energy Award.
Exceeded all programme expectations by delivering 150% objectives as assessed by E.On Global Centre of Excellence and assisted in achievement of uSwitch Energy Award.
Operations, Budget, Customer experience, Management, Net, Retention, Energy, Processes, LED, Manager
2011 - 2012
freelance
Consultant
LBG (PPI Operations).
Developed capacity plans and implementation models for new 800+ FTE operation. Improved the MI collection process and content to support operations managers by providing required information for effective control of processes in compliance with FSA requirements.
Operations, Content, Compliance, Implementation, Support, Processes
2010 - 2011
job
Manager
Hitachi Consulting.
Spearheaded Hitachi workstream for the Lloyds Banking Group/HBOS Commercial Internet Banking Integration programme from inception to completion. Ensured successful project delivery to meet time and cost constraints within the integration programme. Prepared project deliverables in line with existing customer and operational impact assessments. Created and delivered project wide training programme to staff with the focus on lean sigma and process design. Coordinated staff and customer communication programmes with IT and operational changes.
Design, Training, Lean, Integration, Banking, It, Process design, Internet, Sigma, Manager
My education
Warwick Business School University of Warwick
MBA, N/a
MBA, N/a
Birmingham University
Bachelors, Electronic & Electrical Engineering
Bachelors, Electronic & Electrical Engineering
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