← Home

Big-business best practice, with an agile mind.

Twenty-five years in large and medium-sized organisations, put to work for owner-managed businesses.

What you get

Large-organisation discipline, without the bureaucracy

That time has given me a breadth and depth of business and operations knowledge, and the nous to apply myself to most situations and deliver the right result. I thrive on a varied work schedule, and it gives me more to offer than someone who has stayed in one lane.

Best practice, borrowed

I know how well-run large organisations plan, control risk and deliver change, and which parts are worth borrowing for a smaller business.

Agile by instinct

Short steps, quick feedback and something working early, rather than a heavy plan that arrives late.

Quick to adapt

Credit, complaints, contact centres, digital, wealth management: I have had to get on top of new areas fast, many times over.

Hands-on

I write the documents, build the tools and ship the websites myself, using AI under my direction rather than in place of my judgement.

What I bring

  • Process maps and SOPs. Writing down how the work really happens, so it stops living in people's heads.
  • Project and change delivery. From first requirements to training and go-live, so new systems and ways of working actually get used.
  • Data and advanced Excel. Messy spreadsheets turned into clear answers and reports you can trust.
  • Audit and compliance. Knowing what an auditor or regulator needs, and closing issues out with the evidence to prove it.
  • Customer contact and complaints. Phone, email, web and chat set up so nothing falls between channels.
  • Websites and tools. Designed, built and launched end to end, using AI under my direction so my experience steers the output.

Career at a glance

6Years: Business Analysis and end-to-end Project Management
3Years: Digital Channel Optimisation
5Years: Contact Performance Optimisation
3Years: Credit Underwriter
1Year: Leadership Development Programme
7Years: Retail, including Assistant Manager at a multi-million pound store

15 years at MBNA / Lloyds, 3 years at Succession Wealth Financial Planning, plus retail.

Other qualifications

Digital Marketing Foundations: Dot Native Microsoft Project Presentation Accreditation

How I work with people

I get things done and want them done yesterday. I am highly organised, deliver fast and to a high standard, and I am easy to work with. I am driven by seeing real, tangible results, not just ticking boxes. Delivery, analysis and control together are what let me fix how a business runs and make the fix stick.

References available on request

Results

What it added up to

Results from large organisations, put in terms that matter to any owner: time, money and speed.

10+Full-time jobs' worth of cost saved by improving the website so customers needed to phone less
64→74%Online customer delight score, up in a single year
40 daysTo get an approval that normally takes about three months, so a launch did not slip
250→150Help questions rationalised with the teams that owned them, with nothing of value lost
80→450Staff in a complaints department I forecast and planned for as it grew over two years
5%Cut in operational inefficiency from a Six Sigma project

Got a problem or an idea?

Book a free, no-obligation 20-minute chat by phone, WhatsApp or email. Whether it is a one-off project or something more ongoing, I am looking to work with a handful of businesses I can genuinely help.

Let's chat