Richard Steward

Design and deliver service products and solutions to a broader range of clients, reporting directly into the General Manager of Aggregation. This involved creating a new B2B service desk, along with all the necessary workflows and automations for end to end support and ticketing. A secondary part of my role was to design, define and implement a Group Service and Support Centre strategy that that covers an in-depth analysis of our people, processes and systems, that can deliver world class service delivery to multiple business divisions each with their own unique customer base and product basket. The strategy included multiple channels from Voice (IVR) to Non-voice (Omnichannel) as well as self help bots. Key Deliverables as B2B Service Delivery Manager Expansion of the B2B service desk and Business Support team Redesign and improve the Support operating model Designing end to end process flows for product and system queries Automation of the ticketing process with API integration between multiple systems on Fresh Desk and DevOps SLA optimization Service design for new products Application of design thinking practices to ensure customer centricity Coach and mentor support staff Key Deliverables on Group Service and Support strategy Service design blueprint for a Group Support and Service proposal that encompasses our vision of One team, One culture that services and supports all customers In-depth identification of customer and user requirements across several business divisions Integrated SWOT analysis and strategic response proposal End to end systems audit Define the Change Management process for the Call Centre and B2B Support Desk Call Centre relocation scenario planning and auditing Facilitate values and ways of working workshop with Service and Support leadership team I also run teaming and leadership workshops with the team to drive higher team productivity and effectiveness.