Apr 2022 – Nov 2024 · 2 yrs 7 mos

• As part of Group Business Assurance, I lead the Rating and Test Event Generation assurance pillars within Billing Usage, operating both strategically and operationally and owning the e2e process.
• Responsibility for Ofcom BABT accreditation is subject to the specified regulatory thresholds
• Accountable for Rating and TEG audit activities, Internal and external (KPMG, BABT)
• Effective implementation of C2M propositions, tariffs, and system changes into billing usage
• Build, configure, implementation, report and manage new controls across all Customer Facing Units
• Working closely with product, commercial and positions to deliver strategic pricing change
• Incident Management/Escalations for undercharging/overcharging and ineffective controls
• Managed large teams of Specialists, Analysts/Team Leaders across the UK & India
• Governance lead for Transformation, Risk & Assurance at the Quarterly Business Review

Jul 2018 – Apr 2022 · 3 yrs 9 mos

• Responsible for Quality Assurance , Regulatory Compliance & Ethics within the Enterprise unit which focuses on our business and wholesale customers. Generating over £6.5b in revenue and employing 14000 people globally. Our channels include Wholesale, Major Business, Public Sector, Corporate and SME customers for both the BT and EE brands. Our product range includes fixed/ mobile, Fibre, Cloud as well as network management for Virgin & Vodafone. Additional support for our legacy & venture portfolio of Payphones, Phonebook & 999. Leading on both internal and external Quality Management including ISO9001,14001,20000, 22301, 27001 & 18001 along with corporate internal governance. Managing all aspects of compliance including Telecom (Ofcom) & Financial (FCA). Protecting our ethical standards by acting as the custodian of the ‘Whistleblowing’ process. Recently qualified in Dip GRC (with Merit) & MICA from Manchester Business School.

Oct 2016 – Jun 2018 · 1 yr 8 mos

• Responsible for Quality Assurance & Regulatory Compliance for a business unit that includes Public Sector, UK & ROI customers. Generating over £5b in revenue and employing 12000 people. Our channels include Major Business, Public Sector, Corporate and SME customers, including the integration of EE mobile. Leading on Quality including ISO9001,14001,22301 & 27001 accreditation along with internal assurance. Managing all aspects of Regulatory Compliance including Ofcom General conditions.

Sep 2014 – Oct 2016 · 2 yrs 1 mo

• Responsible for Governance, Risk and Compliance for the BT Business Small to Medium Enterprise (SME) sales channel. Generating over £1.7b in revenue encompassing desk based sales, BT Local Business, Partner Sales Channels & EE Business. Selling a large portfolio of products including Broadband, Fibre, Cloud, Switch, Mobile, Calls & Lines, iNet, Redcare/CCTV and M2M. Leading on Business Continuity matters with responsibility for sign-off of all BCM documentation. Overall ownership for all things data protection and privacy as well as compliance with Ofcom's General Conditions. Responsible for all in-life quality and audit activities for the channel including LRQA audits, Sarbanes Oxley & ISO 9001, 14001. Management of the SME Risk Register, Mandatory Training Programme, Anti Corruption & Bribery, Payment Card Industry standard and Health and Safety Lead.

Mar 2010 – Aug 2014 · 4 yrs 5 mos

• Supplier Management responsibility for the commercial relationship between a number of internal and external trading partners.
• Management of change control and initiatives involving coordination of high level commercial and relationship governance ensuring cost savings and revenue growth are delivered.
• Responsible for product and service requirements being fully understood and successfully delivered by all trading partners.

Dec 2008 – Feb 2010 · 1 yr 2 mos

• Managed the senior supplier relationship between BT and its internal trading partners by owning the CEO/CEO Board to Board events. Negotiated and programme managed the changes to supplier Service Level Agreements to reduce compensation payments. Managed the governance of external trading contracts with key suppliers.

Jan 2006 – Dec 2008 · 2 yrs 11 mos

• Client Management responsibility for all Consumer and Billing regulation with responsibility for PSTN, Devices and Network Services propositions.
• Ownership of Ofcom reporting, including simplifying the process of supplying performance measures and reducing costs.
• Management of legal requests from Ofcom, leading investigations which protect revenue and project managing virtual teams in order to successfully deliver consultation responses.

Jan 2005 – Dec 2005 · 11 mos

• Responsible for managing complaints targets to drive performance and reduce costs.
• Ownership of the building, levelling and alignment of operational performance Scorecards including managing audits.

Aug 2003 – Jan 2005 · 1 yr 5 mos

• On behalf of the Managing Director and Customer Service Senior Team, I owned the production of timely and accurate updates of CS Strategy on a quarterly basis. I also managed the build and reporting of Key Programmes, including their financial and customer satisfaction measures.

Jul 2002 – Aug 2003 · 1 yr 1 mo

• Instrumental in the creation of the three repair centres that employed 200 advisors covering all aspects of Broadband Help such as PSTN Repair and technical support from product launch to ‘go live’. Managed a team of 20 advisors providing repair and technical assistance to customers; also covered the role of Senior Centre Manager managing 8 managers and 120 advisor as well as lead manager for HR and Development.

Jul 2001 – Aug 2002 · 1 yr 1 mo

• Joining the BT Graduate Fast Track scheme I successfully led, inspired and developed a team of 20 advisors and a coach, delivering world class customer service. Roles included managing the Customer Support Unit which dealt with all residential written correspondence, Billing Team Manager and Service and Complaints Manager. Lead manager for recognition and development.

Oct 1998 – Jun 2001 · 2 yrs 8 mos

• Responsible for the delivery of induction and ongoing training to all new entrants into residential sales. This comprised of managing classes of up to 30 delegates over a 3 week period. Additionally I was lead training manager for the implementation of Business Sales into the centre. This compromised of ‘big bang’ training to over 100 delegates at once. I successfully designed and delivered, as principle trainer the CRM/eContact training from initial concept to go live.

Oct 1997 – Oct 1998 · 1 yr

• Whilst at studying a post grad at University I worked as a sales advisor, exceeding revenue based targets. Additionally, I acted as team leader.

Nov 2006 – Present · 19 yrs 5 mos · Greater Manchester, England, United Kingdom · On-site

• Justice of the Peace/ Magistrate with the Greater Manchester bench. Presiding Judge & member of the Crown Court appeals panel. Youngest magistrate when appointed within the North East of England.