Laura Williams

Senior Operational Excellence Manager @EE

Newcastle upon Tyne, GB

To deliver best in class operational performance and customer service, reducing unnecessary customer contact and ensuring any customer interaction is efficient and can be completed with the minimum effort on the customer\'s behalf. Lead operational process process and policy change on new intiatives and projects, whilst identifying areas of continuous improvement in existing end to end business processes and policies.Acheive operational metrics and targets, whilst driving the reduction of operating costs and increasing revenue.Key Responsibilities and Accountabilities• To deliver best in class operational performance and customer service.• Lead operational process and policy change on new initiatives and projects.• Identify areas of continuous improvement in existing end to end business processes and policies.• Assist in the achievement of operational metrics and targets, whilst driving the reduction of operating costs and increasing revenue• Operational interface representing the voice of the customer and wider operations.• Implementation and embedding of all new business / operational activity and change programmes.• Manage and drive successful performance across an estate consisting of circa 3k agents across all geographies on and offshore.• Work with in house and partner teams to ensure consistency in execution of change. • Represent operational area at cross functional project/governance meetings. Ensuring all components of service are considered, impact assessed and developed in order to protect and optimise the operation, budgetary constraints and the customer experience.• Responsible for generation, qualification and influencing of new ideas and concepts that will optimise achievement of the core KPI’S specific to EE / Orange and segments aligned to service area customer satisfaction, cost to serve and revenue generation and dilution• Proactively work with the orange propositions team to support the proposition. product build,