Manager Customer Service

Stuart Whisby

Tel: 079********

************@*****.**.**

Profile

Capability sourcing, procurement, dynamic sourcing, sourcing relationships, value managed relationships, outsourcing, value chain management, supply chain management, upstream, downstream, Keiretsu model, mission critical function, strategically peripheral function, corporate function, core strategic function, core capabilities, ability to perform, cost per transaction, proprietary nature of business function, uniqueness of business function, logistics, strategic investors, inward investment, development agency, on-boarding, partnerships, platforms, public sector, private sector, six sigma, call centres, fulfilment services, B2B, business to business, B2C, business to customer, CRM, customer relationship management, right shoring, off shoring, offshore, property services, facility management, NHS, key workers, 24/7, SME, small to medium enterprises, networking, coordinating, stakeholder management

A highly motivated, results focussed professional with a proven track record of senior leadership. This exceptional individual has throughout his career created shareholder value by developing strategy, change programmes, business process re-engineering initiatives and performance management systems to put in place the foundations required to deliver profitable and sustainable businesses.

Core Skills

Strategic planning to promote growth and profitability.

Leadership to create vision and motivate teams to deliver and sustain high performance cultures.

Development of performance management systems to drive delivery against strategic objectives.

Zero harm, right first time, on budget delivery of major capital infrastructure programmes.

Highly developed commercial acumen, negotiation and influencing. Skills

Achievements

Strategically re structured operations reemit within the East Sussex contract increasing productivity by c60%

Secured a c£1M of additional revenue per year by cost efficiencies and innovations on the Costain, East Sussex contract with an 5.04% margin.

Main contributor to achieving 1.5M hours RIDDOR free and increased visibility of health and safety hazard raised by 30% across operations on the East Sussex Highways contract.

Successfully delivered the construction of new wtw in Hampshire under the NEC3 contract, ensuring, time, cost and quality where met - c£2.5M

Developed and implemented Quality Measures and KPIs for a number of supply chain partners which increased productivity and Quality by c15-20%

Successful delivery of a number of schemes within Capex budgets under the NEC3in the water and highways sector, ranging from c1k –2.5M+

Increased performance of failing KPIs / SLIs within operations by 25% to achieve gain shares

Education & Affiliations

BA hons Product Design Engineering

IOSH – Managing Safety

ILM – 3&5 Institute for Leaders and Mangers

APM – Project Management Qualification

Career Summary

2018 to Date East Sussex Highways / Costain Construction Ltd – Senior Operations Manager. Covering for operational director, Highways sector, Civils operations. NEC3 contract.

2017 to 2018 Morrison Utility Ltd – Contracts Manager. JV contract NEC3 frame work contract varied value within water / waste water utilities sector.

2014 to 2017 South East water – Regional Contract Delivery Manager. Utility Sectors, c£10k-£360M NEC3 framework, split 30% Capex, 70% Opex.

2014 to 2014 South East Water – Distribution Manager. NEC 3 Framework Contract

2011 to 2014 Southern Water – Contract Delivery Manger. Governance over Quality, audit control, within water and waste water sector

2009 to 2011 Southern Water – CDMT Customer Dispute Management Team. Water utilities sector

2009 to 2008 A1 Builders – Construction manager - Australian Civils, Renovations in construction industry.

2007 to 2009 Applebee Engineering – Management Team- Heavy civils in weld and fabrication industry. TO c£1.3M

Career History

2018 to Date ‘Tier 1 Main Contractor Costain – Senior Operations Manager

Background

Joint venture between Jacobs and Costain, delivery of services under the NEC3 contract for East Sussex County Council.

7-year contract without any extensions working at a 5.04% margin.

Approach

The candidate engaged with regional management teams to identify key areas for improvement and developed improvement plans to drive performance improvement in terms of safety, commercial and customer service standards.

A leader that leads by example and promotes wellbeing and development.

Results

Increased operational performance and commercial position

Demonstrable improvement within business performance for safety, commercial and customer service all acknowledged by internal and external stakeholders.

2017 to 2018 Morrison utility and Galliford try join venture – Contracts Manager

Background

Joint venture between Morrison utility and Galliford try on Southern Water amp6 fresh and wastewater new schemes under the NEC3 contract.

Strategic health, safety and environmental management and planning of construction and commissioning activities at all times.

Approach

Successfully developed a strategy and business plan to contribute to the growth strategy.

Delivery/management of all construction activities to the time, cost & quality requirements defined in the project plan(s), whilst working closely with planning team to build delivery programs and monitor progress

Management of the principal subcontracts, monitoring against SPIs and driving productivity and efficiencies

Improving governance and performance management systems for contracts.

Results

Delivery of £2.5M+ scheme to construct new WTW amongst smaller successful schemes.

2014 to 2017 South East Water – Regional Contracts Delivery Manager

Background

Promoted to Regional Contract Delivery manager, to increase performance of R&M contractor whilst implementing new process and procedures for delivery, contract value 360M

Responsible for the framework and Governance of the contract, whilst maintaining the control of the facilities management team c10 staff, the commercial team c15 staff and the scheduling team c6 staff/

Approach

Implementation of measures for the KPIs and monitoring month on month to ensure value for money, customer service and productivity.

Drive efficiencies through motivation and mentoring.

Created and promoted strategic vision of departments.

Generated monthly business reports on cost, time and quality

He introduced performance management systems incorporating leading indicators and daily performance reports per team,

Results

Through efficiencies work force reduced by 10%-15%, mainly via back office staff. 30% increase in productivity across all controlled business areas.

Turned the R&M contract around to ensure the business was getting best value for money.

2014 to 2014 South East Water – Distribution manager

Background

To increase performance of c30 technicians, by 5%-10%

All SIM regulations achieved.

Approach

New performance controls and measures in place,

Created new safe systems of work

Changed behaviours of the team and promoted health and safety,

Results

Improved the AFR and LTIs within the department.

Increased performance and productivity

2011 to 2014 Southern Water – Contract Delivery Engineer

Background

MSF framework contract split Capex and Opex.

The work force, in addition to sub-contractors and supply chain partners, comprised of c300 multi-disciplinary staff ranging from Chartered Engineers, project management, craft, admin and labourers etc

The contract was in the main underperforming in comparison with tender expectations.

Approach

Looked and implemented quality measures that improved time, cost and quality

oDelivering within the terms of the contract and recovering full entitlement.

oDeveloping accountability associated to performance

oElimination of waste and cost associated with quality failures.

Results

Increased quality and performance over the period of the contract

Driving operational improvements, maximizing the value of the contractor while ensuring quality, looking at the high expenditure areas and ways we can accumulate savings.

Monitoring and reviewing processes and procedures that improved governance and productivity.

Continually improved standards of performance of contractors and the quality of works within an operational area

Qualifications and Training Profile:

Deep excavation and Support ESUR

2-day Mental Health First Aid (MHFA)

IPaf - Mewps for Managers

SMSTS

Lantra 12D AQP

Asbestos aware training

ILM - Energising leaders program Level 5

ILM - LFT Leaders for tomorrow program complete level 3

APM qualified

IOSH Health and Safety

Personal Details:

Nationality – British

Married – Rachel a senior occupational therapist

UK Driving Licence – Full, Clean 0 points

British Passport - Currently in Date.

Health – Excellent

None smoker

References:

References available on request.

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