Richard Ferguson
Contact Centre and Operations Manager @HCLTech
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WORK HISTORY
Contact Centre and Operations Manager @HCLTech
Romford, GB
EDUCATION
Wyke Sixth Form College
A Levels in History, Economics and Gen. Studies
Kingston High School
Economics, Maths, English, Accountancy, French, English Literature, History, Physics, Chemistry, Art
SKILLS
ABOUT RICHARD FERGUSON
Strategic and people-focused Operations Leader with over 35 years of experience across Financial Services and Mental Healthcare, including 25+ years in senior leadership roles.Recognised for transforming underperforming operations, driving cultural change, and delivering exceptional customer outcomes in fast-paced, regulated industries. I specialise in building high-performing teams, strengthening governance and performance control, and implementing end-to-end process improvements that enhance efficiency, service quality, and profitability.KEY STRENGTHS INCLUDE:• Strategic Operational Leadership & Transformation• Customer Experience (CX) Design & Delivery• Performance Management & KPI Optimisation• Employee Engagement & Leadership Development• Risk, Compliance & Governance• Continuous Improvement & Commercial GrowthA passionate advocate for people-first leadership, I believe that engaged, empowered teams create better experiences for customers and stronger results for organisations.Specialties: Operational Management and Service Delivery.Development and/or implementation of Strategy.Performance Management and colleague engagement.Continuous Improvement culture. Delivering great customer experiences and outcomes.Analysis, Presentation Skills, Report Writing.Consistent KPI attainment.Coaching, motivating and colleague development.Compliance, Conduct Risk and Audit Control. Analysis and Reporting. Creative Writing.
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