In Ireland, drove market share from 22% to 35% (2010 to 2016), reduced expenses by 31% (2008 to 2012) and doubled return on capital, whilst achieving record levels of staff engagement. In Canada, reduced expenses by 18% most of which was reinvested to deliver a digital-first business model.
- Business Transformation
Designed and implemented a new Canada operating model to deliver improved earnings through greater customer focus and digitisation. Re-engineered Irish operation around simpler customer-focused offerings, driving higher earnings and market-leading customer satisfaction.
- Leadership & Mentorship
Refreshed Canadian leadership team meeting target 60:20:20 ratio for top 100 roles (existing leaders: new generation: new hires) with 53:47 gender split. Builds high-performing teams based on shared leadership ethos which are high on collaboration. Relentlessly focussed on hiring and retaining the best talent.
- Agile Labs
Set up dedicated Agile ‘labs’ to fast-track delivery of change for Canada Transformation. Intensive recruitment process to acquire required talent for delivery – 40:60 internal:external split on resources.
Assessed key priorities and identified three initial ‘waves’ to drive positive momentum
- B2B Start-up
Set up new Partnership business model from scratch in 1997, growing from 2 employees to 150 by 2000, when the unit generated 15% of total sales. Leveraged B2B business development skills to develop a highly successful ‘sales through service’ model backed by same-day processing.