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International SOSGeneral Manager, Medical & Security Assistance Services, Middle East
Aug. 2023 - Jun. 2025Dubai, United Arab EmiratesLeading a team of 70+ Medical, Security & Operations professionals in the Dubai Assistance & Response Centre providing world class Assistance & Response services to customers across the highly complex & volatile geographies of the Middle East, Eastern Europe, Central Asia & Northern, Eastern & Southern Africa. Led the team through the Lebanon Crisis in October 2024, evacuating 250 members on 9 charter flights in 10 days. Renovated the Assistance Centre facility to enhance collaboration in the working environment & facilitate greater client engagement. Implemented a new roster model to enable better planning & improve employee satisfaction. Overhauled business planning/governance framework. Renewed ISO 9001-2015 accreditation.
International SOSGlobal Project Lead
Dec. 2022 - Jun. 2023InternationalLeading the global implementation of a new service product offer & the associated changes to the service delivery operating model required to support it.
Various Multi-National CorporationsSenior International Business Consultant
Apr. 2021International
AvayaRegional Director, Business Outcomes Delivery - ASEAN
Apr. 2021 - Mar. 2022ASEANResponsible for leading the transformation of the organisation from one focused on deploying technology solutions, to one committed to the resolution of business problems & the delivery measurable business outcomes for large corporate clients across the ASEAN region. Accountable for leading a team of Business Analysts & Quality Assurance specialists in joining the dots between the pre-sales scoping of requirements & the definition of business outcome metrics, then tracking those through the definition of functional specifications & user acceptance test plans, through to post implementation reviews to maximise the adoption of the solutions deployed & the return on investment achieved.
International SOSRegional General Manager of Assistance Services, Asia Pacific
Jun. 2018 - Dec. 2020SingaporeResponsible for leading 14 Assistance Centres across the Asia Pacific region in the delivery of Travel, Medical & Security Assistance services for our blue chip book of corporate clients across the Asia Pacific region, helping them achieve their Sustainable Development Goals & manage their duty of care responsibilities to their employees. Accountable for 330 staff, a revenue target of 13M USD & a cost budget of 25M USD. ► Led the Regional Crisis Management Team coordinating the company’s response to 11 regional crises including the 2018 Lombok Earthquake, the 2019 Sri Lanka Bombings & the 2020 COVID-19 Pandemic, coordinating the deployment of specialist teams to support & repatriate our clients’ employees.
► Drove a “Customer First Focus” to improve customer feedback response rates & scores (+5 point improvement in Net Promoter Score), changing the focus from internal to external, customer led measures of satisfaction.
► Championed a business transformation agenda to virtualise the operation of sub-optimally sized operating units in Greater China to achieve process improvements to streamline service to the end customer, & realise economies of scale through organisational restructure & systems/process re-design.
► Contributed to the region exceeding profitability (EBIT) targets through tight control of direct overheads & the introduction of Work Force Management disciplines that delivered a 23% increase in productivity.
► Introduced Business Planning disciplines within the Assistance Centres to ensure ownership & in depth understanding of the drivers of performance, to better engage the teams in the success of the business, improving both the Retention & development of a succession pool of talents within the organisation.
AXA PartnersRegional Head of Motor Business Unit – Asia
Aug. 2017 - May. 2018SingaporeP&L responsibility for a 26M EUR portfolio of motor assistance products across the Asia region, leading product development, pricing & underwriting, operational service delivery as well as the development & implementation of digital solutions & systems to support the business. Achievements: ► Implemented a new organisation structure & regional governance processes to effectively drive performance improvements in the region.
► Conducted a “Leakage” review of the client portfolio, leading to the rationalization of unprofitable accounts & the realization of significant external cost savings for the business.
► Led the implementation & expansion of Motor Extended Warranty services in South East Asia & began the launch of these products in China.
► Implemented a fully integrated digital Roadside Assistance platform in 6 countries across the Asia region.
AXA PartnersChief Executive Officer (China)
Aug. 2016 - May. 2018ChinaParachuted in to lead the China business through a period of significant organizational change, restructuring the team & re-laying the foundations for success in an under-performing business, whilst maintaining my responsibilities as RCOO. Full P&L responsibility for an 100M CNY (13M EUR) business, leading the Sales, Operations & Senior Management team. Achievements – within 6 months: ► Rationalised the geographical footprint of the business
► Completed the recruitment of a talented senior management team
► Set clear priorities aligned to the Strategic Plan
► Drove a product innovation agenda to diversify the business model
► Implemented regular business planning controls
► Initiated a program to digitalise the service delivery value chain
► Delivered the first 2 months of profitability in the company’s history.
AXA AssistanceChief Executive Officer (China)
Aug. 2016 - May. 2018ChinaParachuted in to lead the China business through a period of significant organizational change, restructuring the team & re-laying the foundations for success in an under-performing business, whilst maintaining my responsibilities as RCOO. Full P&L responsibility for an 100M CNY (13M EUR) business, leading the Sales, Operations & Senior Management team. Achievements – within 6 months: ► Rationalised the geographical footprint of the business ► Completed the recruitment of a talented senior management team ► Set clear priorities aligned to the Strategic Plan ► Drove a product innovation agenda to diversify the business model ► Implemented regular business planning controls ► Initiated a program to digitalise the service delivery value chain ► Delivered the first 2 months of profitability in the company’s history.
AXA PartnersRegional Chief Operating Officer (Asia)
May. 2015 - Jul. 2017SingaporeResponsible for the Operations, Network & IT teams in country business units across the Asia region from India in the West to Japan in the East, & from China in the North to Indonesia in the South. Achievements: ► Built capabilities & capacity in the operational teams to support the growth ambitions of the region to treble in size, directing the Business Solutions team in sourcing innovative answers to business challenges & coordinating the implementation of regional client programs.
► Drove a digital change agenda to transform our service model, disrupt the market & open up new revenue streams for the business.
► Designed programs to redefine our service offering, identify & share best practices, implement effective business continuity solutions & protect the security of clients’ data & our digital assets.
AXA AssistanceRegional Chief Operating Officer (Asia)
May. 2015 - Jul. 2017SingaporeResponsible for the Operations, Network & IT teams in country business units across the Asia region from India in the West to Japan in the East, & from China in the North to Indonesia in the South. Achievements: ► Built capabilities & capacity in the operational teams to support the growth ambitions of the region to treble in size, directing the Business Solutions team in sourcing innovative answers to business challenges & coordinating the implementation of regional client programs. ► Drove a digital change agenda to transform our service model, disrupt the market & open up new revenue streams for the business. ► Designed programs to redefine our service offering, identify & share best practices, implement effective business continuity solutions & protect the security of clients’ data & our digital assets.
Allianz Global AssistanceChief Operating Officer (China)
Mar. 2012 - Mar. 2015Beijing, Peoples Republic of ChinaOversaw a nationwide network of 10,000+ automotive and medical assistance service providers and a team of ~500 people leading the service delivery and claim management processes across multiple business streams: Roadside Assistance, Extended Warranty, CRM, Medical Assistance & Health Insurance Third Party Administration, Travel Insurance Sales, and Claims Management. Managed twin pressures of extraordinary volume growth combined with pricing and profit margin pressure from increased market competition, while continuing to meet the high service demands of Chinese clients. Achievements: ► Managed extraordinary volume growth of 200%+ in the first 2 years while ensuring consistently high service quality indicator scores. Achieved 96% customer satisfaction with 88% Net Promoter scores with more than 90% of calls answered within 20 seconds. ► Implemented innovative technology solutions to automate non-value processes & achieve productivity improvements of >27% per year for 3 years. ► Halted a long term trend of increasing attrition, achieving retention rates considerably better than the China market average & an employee engagement score of 89% for the operations team by investing in revised leadership structure & regular engagement activities.
► Established process improvement team utilising Six Sigma methodologies & implementing Work Force Management disciplines using the Verint WFO solution to reduce salary cost per case by >32% over 3 years. ► Utilised volume growth opportunities to introduce “Preferred Provider” structure in the top 147 cities in China, achieving price reductions of 10-20% & leveraging greater service prioritisation for AGA in return for increased revenue.
Allianz Global AssistanceNational Operations Manager (Australia)
Mar. 2008 - Mar. 2012Brisbane, AustraliaRecruited to serve on senior management team tasked with transforming Assistance business that had historically failed to deliver profitability targets required by shareholders. Led 150 employees in servicing customers across 5 diverse business streams. With accountability for annual operating budget of $5M, transformed operational capability and performance while rebuilding damaged client relationships, confidence, and trust. Achievements: ► Drove significant organisational restructure that aligned the contact centre to business units, reduced team sizes, and invested in a leadership structure.
► Halted 8 years of losses and helped return the business to profitability.
► Implemented formal workforce planning processes and recruitment planning disciplines to align labour requirements with business needs.
► Drove a performance culture that reduced labor costs, average incident handling time, attrition, and unplanned absences while improving customer service and revenue. ► Developed business case to justify significant investment in new technologies.
► Led team to achieve first OPEX Blue Belt Certification in Mondial Australia.
Stellar Call CentresOperations Manager | Centre Manager (Australia)
Mar. 2003 - Jun. 2007Queensland, Australia► Centre Manager, Robina, Australia (2004–2007)
Managed 450 employees servicing both existing Telstra and new BigPond contracts. Held full accountability for the profitability of the centre with a revenue budget of $25M annually generating $2M+ in annual profits. Achievements: == Achieved annual EBIT of $2M+, representing a significant achievement in a low-margin business.
== Restructured the centre around dramatic changes in the client’s business. Maintained business momentum and the client relationship by re-skilling and cross-training 185 employees.
== Grew sales performance of existing contract 225% within 6 months.
== Established strong reputation for flexibility and responsiveness to client needs, resulting in additional contract growth and the recruitment of 215 new employees. == Achieved company-leading staff attrition rates. ► Operations Manager, Messaging & Directory Services, Fortitude Valley (2003–2004)
Led team of 250 employees to provide directory services to the public and messaging services to business clients. Managed revenue budget of $7.4M and cost budget of $6.6M during period of significant organisational change. Achievements: == Introduced open book management principles and monthly performance incentive scheme to empower staff to take ownership of performance.
== Guided staff through transition from one company to another, achieving minimal turnover. == Implemented new ‘call blending’ solution and coordinated training of 180 staff over 3 months, resulting in 18% reduction in peak hour seats and significant improvement in agent occupancy.
Hutchison TelecommunicationsNational Manager, Messaging & Directory (Australia)
Aug. 2000 - Mar. 2003Brisbane, Australia► National Manager, Messaging & Directory Services, Brisbane, Australia (2002–2003)
Led team of 250 employees to achieve outstanding results that included increases of 35% in productivity and 22% in efficiency while reducing staffing levels by 30% to achieve client service targets. Successfully managed external relationships with clients such as Optus. ► National Customer Service Manager, Orange GSM, Brisbane, Australia (2001–2002)
Managed closure of the Orange GSM customer service department following sale of customer base to Optus. Improved operational performance (service levels up 30% and productivity up 33%) while managing significant HR issues and overcoming clients’ initial reservations concerning Hutchison’s capability. ► Contact Centre Development Manager, Brisbane, Australia (2000–2001)
Challenged to implement technology strategy for company’s contact centres. Within 18 months, reduced average call handling times in one contact centre 25% and achieved cost savings of 14 FTE in another through use of IVR and CTI technologies. By sourcing and implementing a web knowledge base, achieved self-service rates of 95% and reduced email volumes 90%.
DHLCustomer Service Field Support Manager, Europe & Africa (Belgium, Egypt, Bahrain)
Oct. 1991 - May. 2000Belgium, Egypt, Bahrain► Customer Service Field Support Manager, Europe & Africa, Brussels, Belgium (1995–2000)
Provided functional leadership and support to the 119 country customer service functions in DHL’s Europe and Africa region. This role impacted on a customer service workforce of 3,250 employees and total annual budget of EUR128M. Traveled throughout Europe, Africa, Asia, and the United States. Achievements: == Implemented workforce management tools across 25 customer services centres throughout Europe
== Implemented Mystery Shopper program in 35 countries
== Developed and implemented comprehensive performance measurement program in 28 countries ► Customer Services & Data Manager, Cairo, Egypt (1992–1994)
Acquired expertise in customer service contact centre processes and technologies. ► Graduate Trainee, Middle East, Manama, Bahrain (1991–1992)
Participated in 9-month graduation program that involved rotations through 4 countries: Egypt, Saudi Arabia, Kuwait, and Bahrain.
Lynx Express Delivery NetworkDuty Manager (United Kingdom)
Sep. 1989 - Sep. 1991Bristol, London, UK► Duty Manager, London, UK (1990–1991) ► General Management Trainee, Bristol, UK (1989–1990)
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