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Operations Director

Work Experience

On Board Service Director
Virgin Trains – West Coast
September 1999 – January 2005

Member of the West Coast Executive reporting to the Managing Director. This business has a £500+ m. turnover with a complex and political business structure. I am personally responsible for all customer services on board the train. This includes the operation and safety of the train, the provision of a 1st class complimentary service, retailing of tickets and the profitability of on board retailing. West Coast On Board Service has 1000 on board staff with a turnover of c.45m and a cost budget of 30m. My organisation is made up of a number of different departments including frontline operation, finance, safety, logistics and product development.

Skills required: Leadership, Business acumen, Change management, Customer service, Strategic thinking

Achievement: * Implemented the introduction of two new fleets worth £2 b.
* Achieved a reputation to great people providing great customer service.
* Changed both culture and working practises to focus on delivering
consistency and performance (train and financial).
* Successfully steered the on board operation through one of the worst
crisis in railway history without losing momentum.
* Changed the relationship and power base with unions.


Previous employment

Head of Consultancy
Whitbread PLC – The Whitbread Consultancy
September 1997 – September 1999

Responsible for the management and development of this internal consultancy. The consultancy
provided a service for the different Whitbread businesses. Competing with external consultancies
it provided expertise in business strategy, process redesign, change management, project
management and service improvement programmes. The Consultancy had 16 consultants and was
set up as a independent profit centre charging an average of £400 per day to internal customers
£800 external.

Skills requirement: Man management, High level of personal credibility, Project management, Analysis, Communication, Influencing, Strategic thinking.

Achievements: I brought together a highly intelligent and independent group of
people to perform as a team. Following standard methodologies
and set procedures in their work. This increased the credibility and overall
performance of the department.

Projects: Costa Coffee - Project managed £4 m. EPOS introduction.
Whitbread Division – Reviewed opportunities in the emerging coffee shop market.
Whitbread - Reviewed purchase order processes and systems
Marriott Hotels – Developed business strategy for Golf shop retailing.
Whitbread Systems Division – explored options to reduce cost of ownership.
Tricon – Reviewed the benefits of standardisation of systems across the world.

Regional Development Manager
Whitbread PLC – Beefeater Restaurants, Pubs and Travel Inns
1988 – 1997

Multi site management of Restaurant, Pubs and Hotels. I developed with Beefeaters from Trainee to Area Manager to Regional Manager in the North of England. I then moved South to take on the most profitable and problematic area in the country. I had responsibility for 12 restaurants and 5 Travel Inns in east London with an annual turnover of £18 million and profit of £6 million. 54 managers and 450 staff.

Skills required: Business Acumen, Man management, Customer focus, Decision making.




Recruitment Account Manager
Whitbread PLC – Central Selection Unit
1985 – 1988

PA
Zundel Little – Recruitment Consultancy
1984 – 1985

Royal Military Police
HM Forces – British Army
1979 – 1984

Education

Standard - 8 O Level, Institute of Personel Management.

Skills

Project Management, Industrial Relations, Leadership, Logistics, Strategy, Change Management, Business Accumen, Consultancy

Languages

English

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