Helen McArthur

Experience

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  Aviva

  Jan 2001 - May 2005

  Customer Operations Manager

  IFA inbound contact centre. Manager of new nursery teams newly out of training. Responsible for all day to day management of a contact centre team whilst focusing on the training and development of individuals

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  Keypoint

  May 2005 - Mar 2008

  Enquiry Project Manager

  Responsible for end2end project management of a new inbound contact centre including resource, training and development of 45FTE across a dual site dealing with endowment and payment protection complaints

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  The Co-operative Banking Group

  Mar 2008 - Jan 2015

  Implementation Project Manager

  Responsible for supporting multiple branches and branch colleagues through a 16 week end2end project which enabled the transition from building society to bank. Weekly reports collated for each release and branch. Risk based approach to design individual training requirements for each branch providing fit for purpose resource to ensure the training solutions are delivered, meeting the business needs. Successfully promoted from Branch Manager:Responsible for supervising, training, developing and motivating two branch teams. Delivering operational requirements, ensuring targets achieved. Continually maintaining all quality, regulatory and procedural standards. Show less

• 

  Capita Customer Management

  Feb 2015 - Dec 2019

  Where I led change, project, and transformation initiatives to enhance operational efficiency. I introduced a unified 'One View' framework, which streamlined reporting processes and improved transparency for the Samsung client. I also established and managed a high-performing hybrid PMO, ensuring seamless project execution and embedding a culture of operational excellence.In this role, I was responsible for allocating resources across transformation, improvement, and business-as-usual projects, maximizing team productivity and optimizing the use of organizational assets. My efforts contributed to delivering impactful results while maintaining alignment with client expectations and business objectives.* Designed QMS, refining processes to maintain stringent quality standards and improve overall compliance.* Led project, change, and PMO teams, cultivating continuous improvement, and high performance across all project functions.* Developed and implemented comprehensive Standard Operating Procedures (SOPs), establishing a consistent framework that improved operational efficiency and aligned project processes across the organization..* Pioneered GDPR compliance initiatives, creating comprehensive protocols and acting as the primary advisor on all GDPR-related matters.* Spearheaded six complex mobile product launches in a single year, coordinating end-to-end processes that ensured flawless execution.* Collaborated with operations directors to launch targeted initiatives and implement continuous improvement practices, resulting in enhanced operational effectiveness.* Streamlined insurance claims processes through lean management techniques, delivering efficiencies and setting a new standard that adopted by external partners. Show less I served as a Senior Project Manager, leading critical GDPR compliance initiatives across web, voice, and back-office functions to achieve full regulatory adherence. I established strategic partnerships with Telefonica, Capita Sales & Service, and other key stakeholders across global sites, ensuring alignment and seamless project execution. I also designed and implemented partner processes to meet evolving regulatory mandates, maintaining rigorous compliance standards.In addition, I managed the financial model for Business Essentials, ensuring precise cost capture and transparent, accurate charging structures. I successfully executed public sector projects within stringent regulatory frameworks, delivering compliant customer servicing solutions. Show less

  • Head Of Projects

    Sept 2018 - Dec 2019

  • Senior Project Manager

    Feb 2015 - Oct 2018
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  Webhelp

  Dec 2019 - Oct 2022

  Program Manager

  I worked closely with HR to facilitate international role transitions, ensuring all legal obligations and compliance requirements were met during redundancy processes. I partnered with the bid team to craft initial strategies and define project scopes, which significantly strengthened the company’s business development pipeline.I was responsible for overseeing risk management and budget allocation across the full change portfolio, maintaining financial discipline and mitigating risks proactively. To ensure a seamless transition into execution, I developed robust business cases and clearly defined project scopes for new initiatives. Additionally, I communicated programme and project updates to the Executive Steer Board, fostering transparency and enabling strategic, data-driven decision-making at the highest level.* Revamped the Joiner, Mover, Leaver (JML) system, reducing SLA times from 10 to 5 days through lean, efficient practices.* Enabled remote work capabilities for approximately 1,200 advisors during COVID-19 by deploying a tech solution that supported seamless continuity across Webhelp UK/SA.* Introduced Webhelp's first hybrid work model for 200 Glasgow employees, setting a scalable example adopted across other client teams.* Launched a 200-member webchat workstream in a new geographic region, enhancing service reach and customer engagement.* Directed major CRM overhaul, replacing legacy systems with an integrated solution that supported a 700-member campaign across multiple regions.* Led largest Peak Ramp activity, achieving record call answer rates and NPS for TVG, exemplifying operational excellence.* Orchestrated the onboarding of over 2,000 global team members, implementing diverse tech and telephony solutions to ensure operational readiness across multiple sites.* Streamlined TUPE transitions by meticulously compiling ELI data and collaborating with exiting company HR teams, achieving seamless staff integration into Web help. Show less

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  LHH

  Oct 2022 - now

  Global Customer Success Programme Manager

  I oversee the seamless delivery of complex, multi-faceted programs. I’m passionate about capturing valuable insights to drive continuous improvement and ensuring every program not only meets but exceeds client expectations. Strategic planning and meticulous tracking allow me to optimize resource allocation, reducing inefficiencies and enhancing overall effectiveness.One of the aspects I truly enjoy is creating tailored client reports—ranging from executive summaries to operational updates—that provide clear visibility and actionable insights for stakeholders. I also take pride in mentoring project teams, helping them grow their skills and maintain the highest standards across all deliverables. Working closely with design consultants, I customize programs that resonate with clients, ensuring consistency and excellence across diverse workstreams.Additionally, I ensure compliance with coaching federation standards by tracking coaching hours and managing certification processes.• Created a process playbook that addressed resource limitations, securing £1M in additional revenue.• Achieved 30% business growth in two years by upselling through a "sales through service" approach.• Managed pre-sale cost assessments and project budgets, boosting training attendance by 40%.• Scheduled resources for 5,500 participants across 250+ sessions and 3,500 client interactions in 16 months.• Improved participant feedback scores by 18% with strategic content and delivery adjustments.• Integrated new brands into LHH’s portfolio, ensuring alignment with company standards.• Enhanced workflows for AstraZeneca programs, driving operational improvements.• Built a PMO from scratch, standardizing project execution and boosting efficiency.• Revamped governance models and automated processes, increasing efficiency by 30%.• Boosted client engagement in training sessions by 40% with tailored, interactive content. Show less