About Richard King

A highly skilled Transformation and Operations Executive with 25 years experience delivering large scale digital transformation for growth, efficiency, customer experience and control across global businesses. A leader of large scale multi-site operations teams of 1000+ delivering balance scorecard growth. Ownership and delivery of multiple £50-100m transformation portfolios and extensive experience in designing target operating models and delivering and embedding sustainable transformation using a variety of change and process improvement methodologies including Agile and Lean Six Sigma. Developed and delivered continuous improvement methodologies across global business to drive consistent growth and worked across multiple geographies including UK, Europe, US, India and Philippines.
Achievements and Expertise
Business Transformation
– Built global transformation teams, governance, reporting and delivery models to exceed multi million pound efficiency targets by 30%
– Created target operating model and strategy for £100m+ operation to completely transform area to consistently deliver operational KPIs across multiple sites and 1000+ colleagues
– Transformed operating processes, technology and structures across 18000 branch and contact centre colleagues delivering growth, control and improved customer experience
– Significant experience of the integration of mergers and acquisitions to drive standardisation and efficiency
Customer Experience
– Completed full end to end process reviews of multiple business areas to deliver £10m+ efficiency through operations excellence, centralisation, offshoring, automation and process excellence
– Developed and delivered a number of digital and IVR self-serve strategies to reduce call volumes and costs up to 18%
Complex Problem Solving and Process Excellence
– Delivered significant process improvements for priority clients increasing volume of business, uplifts in revenue of £5m+ and strengthening relationships
– Completed end to end business review to develop strategy and transformation programme to meet changing regulatory requirements across £100m+ business
Leadership
– Leadership of 1500 colleagues across multiple geographies significantly improving colleague engagement and customer experience
– Global best practice created for key performance measures and resource utilisation using Lean Six Sigma to enable achievement of multi million pound product goals in regulated environment
– Transformed contact centre from break even to 3 to 1 return in a regulated environment