Philip Earlam

Background

About Philip Earlam

A successful leader of large scale Global Service Desk, Contact Centre and Processing Centre Operations (+800 seats & 2 million contacts pa.) for one of the world’s leading blue chip financial services companies. Excellent track record of success in Transformational and Transition Programmes to drive organisational, technical, process and cultural change. A natural passion for service and process simplification achieving world class customer experience and significant financial benefits.Leadership- Industry leading expertise in delivering premium Customer Service, IMAC, Incident Management & Processing teams through large scale change. Maximising service, process and cost benefits. Demonstrable ability to translate strategic imperatives into clear operational objectives for stakeholders.Results– Consistently realising cost benefits whilst improving customer/stakeholder satisfaction ratings. Achieved a 1.8 million ticket reduction, £3+ million run cost saving and increased Customer Satisfaction feedback results from 5.6 to 8.5 out of 10 in the last 3 years.Transformation- A proven designer and builder of Service Desk Operations across global locations delivering multi lingual support to a global user base of 140k customers, 365/24/7. Simplifying the customer help strategy and realising full benefits of a cross platform/industry leading automated contact model.(Self-Service, Self-Ticket & Telephone)Change Management- Managed offshoring/right shoring, outsourcing and insourcing programmes with Accenture, WIPRO, Serco and Getronics. Accountable for benefits realisation and Executive (CIO) reporting, global stakeholder management, supplier performance and UK trade union negotiation. Business Acumen– Unique ability to connect the e2e supply chain with their customer/colleagues to understand issues/challenges and opportunities to benefit the wider organisation. Extensive Service Desk network inside and outside of Barclays, including the Service Desk Institute.