Karl McDonald
Bee Network Customer Operations Manager @Transport for Greater Manchester
Signup · Get unlimited contacts
WORK HISTORY
Bee Network Customer Operations Manager @Transport for Greater Manchester
Manchester, GB
I have accountability for the services provided within the Bee Network Contact Centre and therefore need to provide strategic direction and leadership that enables the team of people to deliver first class customer service across a range of customer feedback channels. Key responsibilities and achievements:• Leadership: Designing and selling an engaging strategic vision for the Bee Network Contact Centre that simply and clearly articulates our purpose, enables all in the team to connect to it, is able to be measured, whilst complimenting the organisational objectives.• Transformation Leadership: Ensuring delivery of a transformative programme of works that will revolutionise how we work and will ensure delivery of the strategic vision. With a remit of delivering people, process, technology and data improvements that will be inclusive, increase value, and reduce waste.• Business Lead: Ensuring the department is fully prepared for the impacts of business changes, challenging service owners on Contact Centre requirements to ensure Customers are at the heart of decision making.• Led the Contact Centre Operational team successfully through three major transformational projects (Bee Network Contact Centre launch, Bus Franchising tranches 1 and 2) ensuring that we were business ready and equipped, learning lessons quickly, working collaboratively with others, and returning to a state of ‘Business as Usual’ rapidly. This was the major contributor to the Bee Network Contact Centre winning the TfGM ‘Team of the Year’ award at the 2024 annual awards.• Authored and gained approval of the Customer Contact Centre CRSTS Outline Business Case valued at £1.8m and leading the preparation for the Financial Business Case for project delivery.
SKILLS
ABOUT KARL MCDONALD
As the Customer Operations Manager at Transport for Greater Manchester, I am responsible for leading and managing the Bee Network Contact Centre, Customer Relations, and Administration teams, ensuring we deliver high-quality, first class, service to our customers and stakeholders, leading the transformation of the department, and preparing us for the upcoming changes within the business. I also have over 12 years of experience in senior business change and project management roles, with a focus on customer experience and continuous improvement. I have a structured and agile approach to change, which enables me to evaluate, assess, and deliver change initiatives that align with the organisational strategic objectives and extract the maximum benefits. I have successfully implemented multiple change projects across various functions and departments, using my skills in people management, and stakeholder engagement. I am a certified PRINCE2 and AgilePM practitioner, and I have completed several courses on becoming a triple-threat project manager. I am highly motivated, positive, and creative, and I take pride in my leadership and communication skills, which help me to bring people together and resolve the issues that we face. My mission is to drive customer service transformation and excellence at Transport for Greater Manchester.
This profile is compiled from publicly available professional sources. Unifers is not affiliated with or endorsed by LinkedIn. Request removal of this profile.