Description

With over 30 years’ experience leading operational strategy and transformation at board and executive level—including as Director of Operations at Lloyds Banking Group, RSA Insurance, and BSkyB—I specialise in designing and implementing high-impact SOPs and Target Operating Models that drive efficiency, scale, and customer excellence.

I’ve successfully led major process optimisation and integration programmes across Financial Services, Insurance, Tech, and BPO environments—transforming underperforming operations into award-winning service centres, while delivering significant cost savings and performance uplift.

I'm confident I can quickly assess your current operations, identify actionable improvements, and provide ongoing strategic support as your trusted fractional COO.

Let’s talk about how I can help you streamline, scale, and grow with confidence.

Industry field of expertise

Languages

English
Native or bilingual

Workplace preferences

Can work on-site

Edinburgh (up to 50km)

iWise2 eBusiness Limited Technology:
Founder & CEO
June 2010 - Today (16 years)
• Digital Workplace, Enterprise Content Management, Learning & Development
• MD and Chief product architect leading the discovery, design and development processes
RSA INSURANCE GROUP
UK Operations Development Director, interim
February 2010 - May 2010 (3 months)
• Director of Operations Development & Strategy for Sales, Service and Claims
• Developed strategic Target Operating Model and 3-year implementation roadmap for UK wide operations to transform quality of customer service and deliver significant cost savings
RSA
Director UK Sales & Services, interim
October 2009 - February 2010 (4 months)
• 13 sites, UK offshore and onshore, with over 2,500 people
• Overlapped with Operations Director Role following significant restructure of COO remit