Expert profile: Mr Jamie Tilly

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Jamie has twenty-four international years of strategic, leadership and 
operational transformation experience delivering customer delight with 
accomplishments in complex and award-winning environments across industries.
He complements strong strategic and tactical planning with delivery 
accountability having directed operations incorporating multi-channel service, 
sales, claims and complaints. Whilst very results oriented his focus is on 
achieving sustained growth and proposition viability longer term, be it people, 
service, profit or cost.
Jamie has the requisite industry knowledge and experience to afford him the 
confidence and more importantly, the credibility, to influence others, to 
facilitate change and to lead by example. A true believer in success through 
others, he immerses himself in the cultural requirements of each role to get 
the best from his colleagues globally.
The first 7 years of his career were spent in North America working on managing 
early call centre set ups, including the first direct insurer in Canada, 
customer management transformations and installing contact management, 
telephony, CRM technologies and writing bespoke resource management and volume 
forecasting programmes.
He returned to the UK in 1994 joining ITT (telecom division) to set up their 
first call centre and then joined Telebusiness Partners consultancy, helping 
new set-ups with the inherent culture change and in people/systems integration. 
Projects included a new customer service centre for Essex & Suffolk Water, an 
underwriting and lead-generation call centre at Western Provident Association 
and auditing the Thomson Tour Operators UK centres.
Clients included Allied Dunbar, Sedgwick Noble Lowndes, Coutts Bank, Pearl 
Assurance, Legal & General, BUPA, Stalwart Assurance, Irish Trade Board, Swale 
Housing Association, France Telecom and Mobilix (Danish Mobile).
He then joined award-winning BPO Pell & Bales as a Director before moving going 
the interim route and has been working on international assignments for the 
last 12 years.
Sample of roles as follows…
At Quantum, a major UK BPO in the IT space servicing clients such as IBM, 
Microsoft, HP, Adobe and SAP in 12 languages, he was the Head of Operations, HR 
and IT delivering record revenues and per seat returns.
This then led to a major 11-month role at T-Mobile as Interim Service Design 
Manager transforming the design of world class sales and service customer 
experience for 4,500 agents, web, retail, MVNO and 16 million UK customers.
6-months at Barclaycard International as Interim Ops Performance and Planning 
Manager delivering projects from a new customer experience and channel 
management strategy to a global MI pack for Barclays Group Board.
Post that he worked with “Europe’s Best Biggest Call Centre”, 
Global Bilgi, Turkcell’s 5,400 seat, 11 site operation in Turkey, Ukraine 
and Cyprus as Executive Consultant delivering 260 recommendations on org 
design, customer experience, employee engagement, optimised resourcing and 
operational excellence.
Jamie went back to Barclaycard as the Global COO Senior Strategy Planner where 
he helped embed a new global planning framework, delivering Balanced Business 
Plans and Operating Plans for Sales & Service, Strategy & Control, Global Risk 
Operations and the Planning & Performance Team.
He then went as CXO - Integration to Lloyds Banking Group where he worked on 
the biggest banking integration programme in Europe helping deliver the best 
customer experience to 33M UK account holders.
Another role abroad as a Customer Services Subject Matter Expert at the Abu 
Dhabi Municipal Government for Mouchel, working on the BPR Project helping the 
Municipality’s aims of becoming a top-5 worldwide government.
Jamie then spent 12 months at Northern Rock managing the Resource Planning 
team, working on the Operational Excellence programme and delivering new 
workforce management tools, strategy and processes. A key decision maker in org 
change for Contact Centres, Branches, Forecasting, Resourcing, Scheduling and 
Reporting presale (to Virgin).
He is currently heading up the London2012 Olympic Games Contact Centres for 
LOCOG, the London Organising Committee of the Olympic and Paralympic Games.