John Kenwright

Background

About John Kenwright

I am a highly skilled operations manager with 18 years leadership roles in financial services including multi-site Contact Centre’s in general insurance, retail banking and small business banking, all involving inbound, outbound and cross channel activity. Specialising in sales and service call centre management within large scale, challenging and fast paced environments. I have a proven track record of delivering results, driving quality and raising competency all with the goal to enhancing the customer experience / journey. Practiced at providing comprehensive advice and customised solutions to help customers to achieve their goals. I thrive in streamlining and improving processes, enhancing productivity, implementing new techniques and managing large account volumes without compromising service or quality- I am an inspirational ‘hands on’ leader with the ability to lead, develop, direct and motivate managers to enable them to maximise their potential- I am driven by a passion for delivering customer service excellence and display customer centric thinking to understand the customer’s needs, putting the customer first- I am accomplished in the formulation and execution of performance, process improvement and strategic plans and the governance and control required to deliver them- A proactive problem solver, I am experienced at shaping and implementing process improvements to maximise productivity. I have been involved in many transformational / regulatory change projects- I enjoy building stakeholder relationships based on strong values, high standards and working collaboratively and as a result I am trusted and credible- I enjoy the pace, variety and complexity of call centre operations and my experience enables me to use solid judgement to make the right decisions and build pragmatic and operationally focused solutions.