Charles Ward

 

Charles Ward - Professional Summary:   

PROFILE
An experienced Operations Manager with highly developed commercial awareness gained delivering Operational and IT Programmes in international, cross-cultural environments in the service sector. Innovative, resourceful, and flexible, a strong general manager and strategic thinker with the ability to take ideas from inception through to final implementation, design and development, now seeks a challenging new role with a progressive organisation

KEY SKILLS
Planning and Strategy
Uses a comprehensive range of organisation, planning and development skills to create innovative yet practical business strategies, which deliver results in the short, medium and long term
Operations
Establishes and manages operational structures, improves systems and disciplines which deliver cost effective business objectives, consistently exceeding customer targets and growing relationships
Change Management
Controls complex ‘Lean Thinking' and BPO projects and programmes with empathy in sensitive situations, using extensive business acumen to deliver tangible results on-time and within budget
Leadership/Team Building
An inspirational leader, creates an environment where success is recognised and rewarded; recruits, trains and motivates individuals, and builds highly effective self-directed teams

 

 

Charles Ward - Professional Experience:   

CAREER HISTORY
Bank of New York Mellon (BNYM), Leeds, UK 2003-2008
Senior Operations Manager 2006-2008
• Handpicked to become Senior Operations Manager with responsibilities that include accountability for all European operational functions in Leeds and India for BNYM Performance & Risk Analytics
• Led a department of over 100 staff in multiple locations (including Leeds & Pune, India) through a global merger whilst maintaining high accuracy and meeting clients expectations
• Managing production of 10,000+ deliverables per quarter on a timely and accurate basis for high profile corporate pension funds
• Operated under budget of £2.4m and evolved the Operational function at the same time
• Successfully integrated BNY and Mellon Operational functions during merger
• Initiated an Operational Efficiencies review to create a straight through processing environment
• Managed the project from a Senior Management perspective and gained Executive Management approval for development and implementation in 2008
• Owned the IT Efficiencies list for Operations, prioritised all enhancements and projects, influencing Executive Management to gain sponsorship of $500k investment into Operational Efficiencies
• Negotiated with very high profile EMEA clients to ensure client deliverables were met and exceeded. Managed Service Level Agreements (SLA) daily and measured these for the business with clear Key Performance Indicators (KPIs)
• Engineered a collaborative Operational strategy that allowed the department to evolve and meet ever changing business and client requirements
• Selected to implement and own ‘ASPIRE' Reward and Recognition Scheme in the Leeds office
Operations Manager 2003-2006
• Managed 3 large teams across cultures within European Operations and India
• Re-engineered delivery process for largest client to meet very challenging SLAs (100% on time) and improved delivery of client deliverables by 20% in 3 quarters
• Implemented ‘Lean Thinking' concept to improve Operational efficiency by 35% for client delivery
• Gained buy-in from Senior Management with strong communication of change
• Engineered successful migration of 25 complex clients from London to Leeds to reduce production costs whilst increasing customer service levels
• Successfully transferred 75% of processing work to Mellon India office in a 3 month transition
• Delivered very successful BPO project; gained Executive Management buy-in
• Sponsored the successful consultation process of 8 staff as a result of migration of work to India
Manager, Support Unit 1999-2003
• Evolved support function for proprietary software and built a strong team to meet role requirements
• Negotiated internal SLAs to meet client requirements and delivered world class support
• Established chargeable training programme for external clients on proprietary suite of software
• Created Testing Team and Implementation Team to meet client deliverables due to growth of business in proprietary software distribution

Armature Limited, Leeds, UK 1998-1999
Manager Frontline Support 1998-1999
• Established a global support desk between USA and UK to provide 24 x 5 support
• Conducted Client Service reviews in UK and continental Europe with global clients to ensure that client's service requirements were exceeded
• Provided regular KPIs to executive management to track performance and improve service
• Acted as IT Development Sponsor to ensure cohesive software development processes followed
Senior Frontline Coordinator May-November 1998
• Recruited as Senior Coordinator to manage a key team to support queries from software customers in the retail distribution sector
• Doubled staff to accommodate growth in business and increase team responsibilities

Buypass Corporation, Atlanta, USA 1993-1998
Supervisor, Supermarket/Major Retail Sector 1996-1998
• Supervised a 20-strong team on a high volume EPOS support desk
• Provided proper staffing across 24/7 support to supply best service for card processing merchants
• Established a strong core team thus improving the department turnover to 10%
• Ran corporate workshops for largest customers in order to improve the help desk response
Lead Operator, Supermarket/Major Retail Sector Technical Support 1993-1996
• Assisted in supervising a 15-strong team on a high volume technical support desk
• Installed and supported high-end point-of-sale software and hardware on various platforms
• Key member of 1995 Buypass President's Council and recipient of Buypass Spot Award

EARLIER CAREER
Nationwide Credit, Atlanta, USA Management Trainee 1993
Electrolux Corporation, Atlanta, USA Management Trainee 1992-1993
Physicians Biomedical, Atlanta, USA Warehouse Manager 1991-1992
Southern Copy Machines, Atlanta, USA Account Executive 1990-1991

 

 

 

Charles Ward - Education:  

QUALIFICATIONS
Georgia State University, Atlanta, USA BSc Public & Urban Affairs 1990
 

 

Charles Ward - Interests:     

Sports; travel; music; family activities 

 

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