Kevin Goodburn

Recruited to conceptualize, design and implement sustained Customer Experience programmes, focusing on the drive for a positive change in service climate, ultimately striving for the goal of top class service with world class experiences for our bank’s Customers.

Additionally, accountable for the service delivery channels through Remote Banking (Call Centre) and the Branch Distribution Network, with ownership of all Sales & Service key performance targets for FGB Distribution.

•Designed from base, introduced and implemented the core Customer Experience platform and framework
•Delivered record revenue growth exceeding targets by >25% through the Alternate and Branch Distribution Channels
•Lead and delivered focused continuous process improve initiatives that reduced costs by >$1m, improved productivity by >40%, and improved the bench-marked competitive performance scores (NPS) by more than 7 points
•Improved employee engagement scores by more than 25% year on year

Johnson Controls is a global diversified technology and industrial leader serving customers in more than 150 countries. Over 162, 000 employees create quality products, services and solutions to optimize energy and operational efficiencies of buildings; lead-acid automotive batteries and advanced batteries for hybrid and electric vehicles; and interior systems for automobiles.

The role of Regional Customer Service Director for the Middle East (inc Turkey) in the Building Efficiency Division, undertakes ownership, accountability and control of the following key functions, responsibilities and Services;

"Order Management & data entry for sales in excess of $1 Billion USD
"Trade compliance & governmental clearance policies
"Logistics execution, freight negotiation
"Customer Service and satisfaction
"Data visibility & order tracking
"Business intelligence and key financial data provision
"Real time data and revenue analytics, forecasting and reporting
"Consultative services in support of the Sales teams
"Order life cycle billing reconciliation
"Factory & OEM negotiations

Recruited to direct strategy and implementation for enterprise-wide customer service and customer experience management. Govern adoption of best practices and standards across headquarters, consumer branches, and the investment and wealth management division. Drive high-end quality management initiatives, including ISO programmes and certifications. Supervise a total of 4 cross-functional departments, with functional authority over an additional department of 70 personnel. Administer budgets and profit and loss (P&L). Initiate and implement continuous improvement initiatives.

"Ensured customer service levels continually surpass the 75% goal by establishing a dedicated customer care process and team, with all complaints resolved within 72 hours.
"Managed and achieved, as well as maintained the ISO 9002 certification, with the bank recognised as the only financial institution in the GCC to achieve full certification.
"Boosted net promoter scores 11% after the first wave of a new Mystery Shopper programme covering 80 branches, involving benchmarking service standards against 3 primary market competitors.
"Pioneered the largest employee engagement programme in the history of the Gulf financial industry, featuring the single largest events in all areas of Oman industry. Successfully engaged more than 2, 000 employees in 4 locations in under 6 weeks.

CS across the CIS, South East Europe, North Africa, Sub Saharan Africa, and The Middle East. Accountability for the provision of the technical processes, the quality initiatives, the training and the tools to deliver customer service excellence, as well as setting the strategic direction, and provision of tactics to achieve it effectively.
"Leadership & team management of the Customer Service teams across the region
"Regional budgeting for all CS activities
"Lead and Manage the regional Customer Experience programme
"Consultancy in the effective recruitment policy, process documentation and activity
"Provide Project & investment business cases for executive approval
"Initiate, develop and deploy quality initiatives & processes
"Develop technically the CS tools to drive profitability & productivity
"Project manage as the senior executive the global CS tools (As per Prince 2 methodology)

"Lead the geographic profitable development of the GCS (DHLs top 106 global customers) account through positioning DHL as a strategic business partner, and delivering agreed programs & solutions through a team drawn from across all business units within the new DHL organisation
"Increase over all revenue & budget responsibility (circa ¬50 million)
"Functionally lead, develop & direct a team of circa 20 Country Key Account Managers, drawn from all 4 business units of DHL
"In depth knowledge of vast product portfolio ranging from full supply chain solutions to core air & ocean freight, road & air express, as well as having a working understanding of value added services such as supply chain event management applications & services (IS & visibility tools)

The purpose of the Global Account Manager role is to lead the geographic profitable development of a Network Global Account through positioning DHL as a strategic business partner, and delivering agreed programs through a team drawn from across the DHL network.

For the first 12 months, I managed the 2nd largest account for DHL in the Europe, Middle East & Africa Region (EMEA). I was responsible for a revenue budget of ¬23, 000, 000, with an expected positive profit margin. This was achieved by approximately 23% over target, with a net margin of around +9%.

The Customer Operations Support Manager (COSM) is responsible for the development, implementation management, post implementation monitoring and the revision of customer programs wherever necessary. This involves solution development in the logistics & operations networks, as well as supporting the developments of the individual customer business requirements.

The COSM partners with the commercial Global Account Mangers (RGAM) to provide technical selling for specific sets of customers, however, the COSM is expected to be able to leverage their skills across multiple industry sectors.

In addition, as a subsidiary of the position, a significant amount of business development, in conjunction with the Regional Global Account Manager, also takes place. This is not accountability for the COSM, however, it is fully expected that the COSM have the ability to display a strong business and commercial acumen.

The Customer Operations Program Implementation Manager (COPIM) is responsible for specific programs within the different Industry sectors. This means that they have overall responsibility for that program and are the key point of contact for the members of that industry group. They are expected to ensure the development, implementation, monitoring and maintenance of service programs and transportation service solutions designed to meet the requirements of these industry groups. This will be achieved through a number of specific and on-going projects managed by Customer Operations Support Managers. There may be any number of projects underway at one time to meet the needs of the various Industry sectors. The group's resources will be divided appropriately amongst the project dependent on workload. Individuals will have significant customer interaction, developing solutions interactively with the COSMs & the customer.

This position carries the following responsibilities:

"Management of the Country head office
"Direct management of four main departments
Customer Services
Logistics & Ground Operations
Air Operations
IT
"Direct responsibility for recruitment and management of multi-national workforce
"Business development at Country level;
"Deputy to the Country Manager - Including acting as Country Manager in his absence
"Provision of managerial monthly reports on all departments
"Maintenance of country ISO status
"Personal training and development of 3 departmental Supervisors
"Planning and implementing new procedures to improve all KPIs
Direct liaison with airlines; This includes negotiating with the airlines in terms of price & routings
"Direct liaison with local Customs Officers and CID Officials;
"Local purchasing
"IT Management

"Day to day functional operational management of 75 staff
"Staff recruitment of all operational positions
"Operational budgeting & forecasting together with monthly costing reports
"Providing monthly Operational & Service Quality reports to AGM & HQ, respectively
"Maintenance of station Quality Procedures - ISO
"Regular Personal Development Assessments of 5 direct reports (Supervisors)
"Structuring and chairing Area Operations Managers meetings
"Giving oratory operational presentations to all levels of audience
"Deputising in absence of Service Centre Manager
"Structuring visits to DHL premises for customers and VIPs
"Implementing procedure for a local, Station level, All New Staff Induction Plan
"Regular meetings with Field Sales Executives
"Analysing & Improving all operational KPIs
"As the Local Security Representative - responsible for all aspects of security and audits
"Development of project for introduction/implementation of Station Productivity Audit

"Day to day functional operational management of 75 staff
"Staff recruitment of all operational positions
"Operational budgeting & forecasting together with monthly costing reports
"Providing monthly Operational & Service Quality reports to AGM & HQ, respectively
"Maintenance of station Quality Procedures - ISO
"Regular Personal Development Assessments of 5 direct reports (Supervisors)
"Structuring and chairing Area Operations Managers meetings
"Giving oratory operational presentations to all levels of audience
"Deputising in absence of Service Centre Manager
"Structuring visits to DHL premises for customers and VIPs
"Implementing procedure for a local, Station level, All New Staff Induction Plan
"Regular meetings with Field Sales Executives
"Analysing & Improving all operational KPIs
"As the Local Security Representative - responsible for all aspects of security and audits
"Development of project for introduction/implementation of Station Productivity Audit