Richard Melrose Email Address

Retired

HGS provides a full suite of business process management (BPM) services from traditional voice contact center services and transformational DigiCX services that are unifying customer engagement to platform-based, backoffice services and digital marketing solutions.

Over the past 11 years I have been responsible for reinvigorating contact centre businesses focussed on the provision of traditional Contact Centre Outsourcing by adding additional revenue streams via the addition of IT Managed Services and Cloud Contact Centre Technology solutions to clients in both Europe, Middle East and South Africa. In addition to providing these solutions & services to clients, I have managed all the companies own contact centre Technology, including, but not limited to, Data Centres, Networking, Communications, Collaboration, Security and of course IP Telephony, Workforce Optimisation and other complimentary technologies, all designed to measure, improve and analyse performance. During my time as a leader of Technology The business recognised that I have a particular talent for Procurement and finding clever ways to massively reducing costs which for me is just as vital as finding new/additional revenue streams. Having spent much of my early career in Senior Sales leadership roles I soon saw that the art of negotiation is where I believe I have a special talent and as a result I have always been keen to mentor others in this critical skill on how best to deal with complex sales or procurement negotiations v just fending off or asking for discounts. I have also rarely come across others who seem to really grasp this concept and its value is immeasurable when it comes to paying less for more in Procurement or maximising Sales margins. This knowledge has come from many years of experience on both sides of the table and one I personally loved taking on the challenge.m to find the optimum commercial outcome. Having retired from my traditional full time employment I may be open to interim or non exec type roles where I believe I can add value to organisations and where they are open to change and new ways of thinking and working. Specific areas of focus in addition to the art of negotiation would be around the development, training, motivation and reinvogoration of their people that can easily be delivered by improvements to management style, mentorship and teamwork by moving away from some more traditional hierarchical models that neatly always have to change to deliver performance improvements. I am also keen to help organisations in Procurement and Sales as well as Technology given these are often very quick wins to the bottom line by simply being smart in the way you buyer sell products and services, especially when major contracts are up for renewal or retender.