Rob Wilson Email Address

Director

Aviva Corporate Website

Strategic Operations Transformation expert, and Customer Service Operations Director, with significant experience of directing and transforming large scale customer service operations across Europe, Asia, and the UK in both a leadership and consulting capacity. Highly customer focused but with a strong eye on the OPEX benefits that come from streamlined processes, increased employee engagement and better customer outcomes. Coaches and supports C-Suite executives, COOs and Operations Directors to deliver change, using proven methodologies that help deliver greater insight into root causes of current performance and drive improvements to ways of working that unlock significant business benefits. Combines an end to end, whole system approach, with application of intelligent automation tools, to drive end to end transformation across the organisation. Designs and delivers innovative training programs and works as a trusted coach to operations leaders. Strong analytical person, influencer of industry, and corporate evangelist Specialities: •Strategic Planning & Execution •Front/Back Office Operations •End-to-End Customer Experience •Staff Training & Development •Budgeting & Resource Allocation •Performance Management •Outsourcing / Offshoring •New Business Development •Systems Thinking •Employee Engagement