Phil Burrows
Operations Manager @Capita
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WORK HISTORY
Operations Manager @Capita
Blackburn, GB
To direct, lead and manage the operational delivery of the GPP service line whilst also developing and nurturing excellent relationships with NHSE and key stakeholder groups. To ensure all financial measures are met, while delivering internal & external service levels, to manage the business and exceed business plan metrics.
SKILLS
ABOUT PHIL BURROWS
A highly energetic, experienced, positive and successful senior manager with a proven track record within Financial Services. Expertise in the field of Collections, Customer Service Delivery, Contact Centre Management, Resource Planning & Operational Improvement.Highly skilled in the leadership of mid range operating areas up to 125 seats. Skilled in Team Manager development & colleague engagement with a proven track record of delivering operational improvements, customer service & cost reduction methods and strategies. Skilled in the development & implementation of best in class quality metrics & standards that support the customer promise & conduct risk agenda and also ensuring adequate controls are in place. KEY SKILLSLeadership Business Process ImprovementPerformance Management Customer ServiceCall Centre Management Relationship BuildingStrong Analytical Skills Stakeholder ManagementCoaching and Development Colleague Engagement
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