![Career History
Direct Line Group 2007-2012 Learning Business Partner
Aligning L&D to the business agenda; managing central L&D budget; inspiring key stakeholders to
buy into L&D and providing effective design, delivery and evaluation of learning solutions
Key Achievements
• Successfully reconstructed induction and cross training learning interventions; increasing ROI by
50%. Awarded ‘World of Learning’ prize for blended learning.
• Formulated and deployed business / technical framework enabling easy access to competence
standards and learning interventions
• Championed and deployed Lean Learning across operations and creating a sustainable
continuous improvement culture
• Created the department as an entity separate from RBS Group and created ‘Academies in
Insurance’
• Managed creation of Learning for Launch of ‘Direct Line for Business’, incorporating new system,
8 insurance products and training of 50 consultants, 5 Team Leaders and 2 Managers. [Project
assigned following senior Delivery Manager failure to deliver to meet milestones and deliverables
] Won HR Excel Gold award for delivery of project.
• Creation of learning for a new business start up ‘Private insurance’ again after repeated failed
milestones by previous programme Manager. Received Managing Directors Award for delivery
of project.
• Off shored Learning internally through RBS group and then successfully outsourced to EXL for
recovery claims and back office for Churchill, Direct line and Privilege. Managed ongoing
relationship with provider and received Managing Directors Excellence award for effective
delivery of off shoring.
• Managed new performance programme ‘Power to Perform’ to increase performance in
contact centres from a minimum of 1% increase in conversion of new business, retention and
cross sell. Won third place at CCMA Awards.
• Obtained external CII accreditation of induction learning
• Constructed operating model for L&D which enabled headcount reduction from 220 to 140
across 14 sites
RBS Insurance 2004-2007 Tele Sales Manager
Headhunted to transform under-performing dual site contact centres in Insurance Sales for motor,
home and travel for various blue chip organisations across all sectors. 1 management and 18 team
leader reports in Bristol and 3 team leader reports in Pudsey
Key Achievements
• Rapid establishment of effective working relationships with Brand Partners
• Secured short listing judge position at Contact Centre World Awards 2005; the case study
shortlisted won first place as best managed contact centre going through change
• Increased regional sales conversion from instant quote to sale from 6 to 20%
• Achieved and sustained Top 3 Contact Centre performance rankings
• Won Chief Executive Award for rapid transformation of culture and performance across both
sites
• Formulated and deployed EASE sales model across RBS Insurance Group
• Inspired, coached, mentored and performance managed individuals and teams to higher and
sustained performance levels
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![RAC Motoring Services 2000-2004 Contact Centre Operations Manager
Leading 15 Team Managers [300 staff] with responsibilities for outbound, inbound and back office
functions for insurance, breakdown, commercial and outsourced campaigns.
Key Achievements
• Consistently met or exceeded balanced scorecard requirements
• Transformed a cost centre into a profit centre
• Secured the Centre’s first external business; later extended to incorporate multiple campaigns
• Highly commended by National Sales Award body for ‘Best of Breed’ outbound centre
• Maintained consistent position in the company’s ‘High Fliers’ club
• Implemented new predictive dialler system and established RAC Insure Bristol for in and
outbound ; outperforming existing centre
• Transformed moribund performance levels through people engagement and effective
performance management
Key Qualifications and Ongoing Professional Development
GCSEs inc English and Maths
BTEC ONC Building Studies
Advanced Level Microsoft Office
Windows NT Workstation Certificate
Sheppard & Moscow 5 Day Advanced Business Consultancy Course
CHPD Competency Creation and Writing Course
Brodies Solicitors Appeals Training
CII Certificate in General Insurance
A range of leadership courses including Remote Management and Coaching for Performance
Contact Details
Simon Mayo
6 Bourton Lane
St Georges
Weston Super Mare
BS22 7RS
01934 528080
07794 652558
magicmayo@hotmail.com
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Simon Mayo Professional Cv Sept2012
- 1. Simon Mayo Transformation Leader Profile High performance all-round management professional bringing inspirational leadership, pragmatic insights and solutions to meet demanding profit and people related objectives in fast-moving, responsive, competitive and highly regulated environments. Outstanding track record in operations management leading multi-disciplined teams and a successful exponent of change management to meet the challenges of adding value through people, technologies and systems. Excellent communicator, problem solver and ‘resolution-finder’ with unique L&D management and off shore transitional experience. Key Skills and Attributes Strategic awareness and understanding of risk/reward balance - spearheaded business intelligence and data driven decision making to achieve success and reduce risk Operations Management - outstanding record of inspirational operations management in single and dual sites, remote management situations and offshore transitions Results Delivery- proven track record of inspiring and driving individuals and teams to higher performance levels Technical Competence- sound knowledge of Insurance Industry and contact centre best practices Ability to work with people - exceptional aptitude for dealing with people at all levels within the organisation and along the business process supply chain in terms of personal transformational leadership and relationship-building. Determined and decisive, innovates and makes things happen – A track record of high performance in leading significant process re-engineering and strategic change; outstanding problem solving and project management reputation Facilitative leader and builds strong and loyal teams –generated and maintained a positive ‘can- do’ culture in an open environment; ability to link human performance to the effectiveness of the enterprise Continuous improvement champion and practitioner – Championed introduced and sustained continuous improvement mindset and processes in all organisations Interpersonal skills, inspiring leadership, effective communicator and high integrity - led multi- disciplinary teams with great effectiveness in fast-moving, responsive, competitive and highly regulated environment Effective performance manager – ensured that performance appraisal processes were maintained at the heart of all activities, sustainably linking individual performance with the achievement of business objectives Cross-cultural expertise - led business work streams on and off shore. Learning and Development Management - sound experience of management development and soft skills training; track record of designing and delivering a variety of training solutions; astute evaluator of the instructional design, development, and delivery functions Page1 of 3
- 2. Career History Direct Line Group 2007-2012 Learning Business Partner Aligning L&D to the business agenda; managing central L&D budget; inspiring key stakeholders to buy into L&D and providing effective design, delivery and evaluation of learning solutions Key Achievements • Successfully reconstructed induction and cross training learning interventions; increasing ROI by 50%. Awarded ‘World of Learning’ prize for blended learning. • Formulated and deployed business / technical framework enabling easy access to competence standards and learning interventions • Championed and deployed Lean Learning across operations and creating a sustainable continuous improvement culture • Created the department as an entity separate from RBS Group and created ‘Academies in Insurance’ • Managed creation of Learning for Launch of ‘Direct Line for Business’, incorporating new system, 8 insurance products and training of 50 consultants, 5 Team Leaders and 2 Managers. [Project assigned following senior Delivery Manager failure to deliver to meet milestones and deliverables ] Won HR Excel Gold award for delivery of project. • Creation of learning for a new business start up ‘Private insurance’ again after repeated failed milestones by previous programme Manager. Received Managing Directors Award for delivery of project. • Off shored Learning internally through RBS group and then successfully outsourced to EXL for recovery claims and back office for Churchill, Direct line and Privilege. Managed ongoing relationship with provider and received Managing Directors Excellence award for effective delivery of off shoring. • Managed new performance programme ‘Power to Perform’ to increase performance in contact centres from a minimum of 1% increase in conversion of new business, retention and cross sell. Won third place at CCMA Awards. • Obtained external CII accreditation of induction learning • Constructed operating model for L&D which enabled headcount reduction from 220 to 140 across 14 sites RBS Insurance 2004-2007 Tele Sales Manager Headhunted to transform under-performing dual site contact centres in Insurance Sales for motor, home and travel for various blue chip organisations across all sectors. 1 management and 18 team leader reports in Bristol and 3 team leader reports in Pudsey Key Achievements • Rapid establishment of effective working relationships with Brand Partners • Secured short listing judge position at Contact Centre World Awards 2005; the case study shortlisted won first place as best managed contact centre going through change • Increased regional sales conversion from instant quote to sale from 6 to 20% • Achieved and sustained Top 3 Contact Centre performance rankings • Won Chief Executive Award for rapid transformation of culture and performance across both sites • Formulated and deployed EASE sales model across RBS Insurance Group • Inspired, coached, mentored and performance managed individuals and teams to higher and sustained performance levels Page2 of 3
- 3. RAC Motoring Services 2000-2004 Contact Centre Operations Manager Leading 15 Team Managers [300 staff] with responsibilities for outbound, inbound and back office functions for insurance, breakdown, commercial and outsourced campaigns. Key Achievements • Consistently met or exceeded balanced scorecard requirements • Transformed a cost centre into a profit centre • Secured the Centre’s first external business; later extended to incorporate multiple campaigns • Highly commended by National Sales Award body for ‘Best of Breed’ outbound centre • Maintained consistent position in the company’s ‘High Fliers’ club • Implemented new predictive dialler system and established RAC Insure Bristol for in and outbound ; outperforming existing centre • Transformed moribund performance levels through people engagement and effective performance management Key Qualifications and Ongoing Professional Development GCSEs inc English and Maths BTEC ONC Building Studies Advanced Level Microsoft Office Windows NT Workstation Certificate Sheppard & Moscow 5 Day Advanced Business Consultancy Course CHPD Competency Creation and Writing Course Brodies Solicitors Appeals Training CII Certificate in General Insurance A range of leadership courses including Remote Management and Coaching for Performance Contact Details Simon Mayo 6 Bourton Lane St Georges Weston Super Mare BS22 7RS 01934 528080 07794 652558 magicmayo@hotmail.com Page3 of 3