Ross Baxter

Experience

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  Pearl

  Jan 2000 - Jan 2004

  Handling of complaint/escalated inbound calls focussing on Pension products.Team management (during TL absence)Coaching/feedbackCustomer Service

  • Senior Operator - call centre

    Jan 2002 - Jan 2004

  • Call Centre Operator

    Jan 2000 - Jan 2002
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  Travelex

  Oct 2004 - Sept 2010

  Working within a team of first line analysts within the prepaid industry.Data analysisApplication and Product knowledgeSLA analysisIncident managementVendor ManagementDefect trackingStakeholder managementDefect testing Led a team of agents handling inbound travellers cheques/prepaid card queries.Performance Management.Team ManagementStakeholder Management

  • Platform Support Analyst

    Jun 2008 - Sept 2010

  • Service Centre Team Leader

    Oct 2004 - Jun 2008
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  MasterCard Prepaid Management Services

  Sept 2010 - May 2018

  Reporting into the MasterCard executive team, led a global team of (24x7) first and second line application support analysts within the prepaid industry managing requests, incidents and change. Ultimate responsibility for production environment availability and stability for internal, client and customer (mobile/digital platform) use. Delivered senior management/Exec initiatives whilst leading and supporting teams with a strong focus on service restoration, problem management and change management.Devised and delivered new global comms process (internal and external)Design input and responsibility for growth of knowledgebase (Confluence) across the 5 global teams.Defined MI reporting format for the team against senior management spec to deliver weekly/monthly reports to provide valuable metrics, the use of which drove focus on any problem areas.Team management (18 individuals across 3 countries).Incident ManagementProblem ManagementChange ManagementStakeholder Management Data AnalysisOverseas Travel Show less

  • Head Of Service Operations

    Jun 2014 - May 2018

  • Platform Support Manager

    Sept 2010 - Jun 2014
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  Travelex

  Jan 2019 - Nov 2020

  Service Delivery Manager

  Working within Payment Operations but working closely and in collaboration with engineering leads:Designed, created and implemented end to end Incident Management processes to support new Payments product and existing growing business. Including:Incident roles and responsibilities, priority definitions, Target SLA's, internal/partner communications, root cause analysis, problem management and out of hours on call processes.Defined, created and embedded use of ticketing tool across all Payment teams including utilisation of existing IT service desk support team.Assisted in creation, supported and rolled out engineering change processes delivering much needed visibility across the business with the primary aim to protect our customers but not conflict with AGILE delivery. Key contact for internal and partner stakeholders within BAU and incident scenarios.Experienced incident management, driving resolution and owning communications to business and partners. Hired, recruited and managed Incident Management role to ensure key man dependency avoided.Introduced and assumed lead role in problem management sessions to ensure long term resolutions identified and delivered.Key member of project teams ensuring operational and systemic readiness for product launches, releases and changes.Creation of service delivery space ensuring new and existing processes documented and regularly reviewed.Creation of Service Catalog documenting business and client impact detailing operational process to follow in the event of an incident.Owner and driver of BCP for Payment teams - initial completion of documentation, regular testing and regular reviews. Show less

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  Cashflows

  Nov 2020 - Feb 2023

  Working within IT as part of the senior leadership team:Recruiting and implementing a service management team to ensure success.Delivering Exco initiatives whilst leading and supporting a team with a strong focus on service restoration, problem management and change management.Responsible and accountable for production and integration platform availability and stability for customer and internal use.Design, implement and ultimately own the end-to-end Incident Management processes to support the growing business. This includes incident communications during an event in addition to providing post incident documentation for internal/external distribution.Owner of problem management sessions, ensuring long term resolutions are identified and delivered from learnings.Delivered robust change management process (with weekly CAB reviews) ensuring controls and platform stability are at the forefront without causing disruption to development sprint timelines. Actively participate in tech review meetings to ensure sizing of IT resources meet current and future needs. Implemented automation to alerting and ticketing which reduced out of hours ‘on-call’ costs and manual work whilst ensuring value add by remaining ‘on-call’ resource. Show less

  • Head Of Service Management

    Apr 2021 - Feb 2023

  • Interim Head of Customer Operations

    Feb 2021 - Apr 2021

  • Incident & Business Continuity Manager

    Nov 2020 - Feb 2021
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  Trust Payments

  Apr 2023 - now

  Head of Operations Technology