Aubrey Grizzle

Background

About Aubrey Grizzle

KPMG – JESS 2022 – 2024 Business Process Group Senior Manager Developing and managing the new Dynamic Services programme delivering ad-hoc support services across multiple disciplines; managing the Administrative Services workgroup and the Risk management Project Management Services process area. • Creating a model that translates client demand opportunities into a delivery model built based on long-term success. • Developing and implementing governance processes to effectively monitor and report on collective operating metrics of this programme. • Managing the total programme performance including service delivery execution, business goals and client relationships. • Guiding programme performance including execution, financial goals, risk and issues management and workforce allocation. • Reporting on and presenting the performance status to executive leadership and sponsors. • Serving as development coach while providing direction and leadership to members of the assigned workgroups and process areas. • Supporting the recruitment and development of staff. Establishing, measuring and managing the workforce to promote a focus on service excellence. • Managing the client relationship, resolving escalations ensuring client satisfaction with the delivery of services. National Commercial Bank 2021 – 2022 Contact Centre Transformation Lead Leading the enhancement process for the Contact Centre Operation with the introduction of additional technology and revised processes. • Overseeing the implementation of the upgraded Avaya platform such that the operational benefits are realized; • Identifying opportunities in the Contact Centre recommending structural and operational changes to bring about greater efficiency and effectiveness; • Create a new framework for Standard Operating Procedures and leading the revision of key processes to derive greater operational efficiency. VIP Attractions 2015 – 2021 Head of Customer Service Leading the Reservations, Customer Service and IT Support teams in providing support to our clients, partners and internal customers to ensure their expectations are met and exceeded in alignment with the company’s strategic vision. • Establishing strategies to uplift customer experience within the Customer Service operation; • Maintaining performance targets steering the operation to achieve business goals; • Establishing and maintaining department budget related to daily operations and business development;