Chris Stoppard

Experience

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  WHSmith

  Sept 1998 - May 2001

  Store Manager

  Responsible for all aspects of managing a retail outlet, with 25 Staff and a turnover of £2.1 million.● Delivered a transformation of results from 30% below budget to 15% budget.● Raised Team Morale and Operational Efficiency to a rating of Green from Red.

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  Royal Bank of Scotland

  May 2001 - Dec 2003

  Business Manager

  Managing a portfolio of 300 business customers to increase income potential back to the business, and provide world class service• Delivered 127% core income growth and 105% non core income.• Directly lead a team of 8 Business Advisers in the South West region

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  Portman Building Society

  Dec 2003 - Sept 2007

  Retail Regional Sales Manager

  Leading one of the largest areas within the branch network of the Portman, heading up a team of 7 direct reports and 120 staff. My role involved proactive sales and service management. I managed an income target of £3 million. • Delivered consistent sales performance nationally: - 2004 – 1st, 2005 2nd and 6th, 2006 4th. 2007 5th.• Delivered best “Viewpoint” results for people in 2006.• In 2007 Sales Conference Branch Network Nominee for Sales Endeavour Award• All Branches achieved “Good” or “Excellent” audit results Show less

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  Nationwide Building Society

  Sept 2007 - Jan 2014

  To successfully deliver and implement complex change initiatives that realise and maximise benefits to the member, aligning with our corporate objectives and providing the platform for the delivery of the ‘number 1’ service ambition. • Service Tracker oversight – Influenced positive results on the group Service Tracker through expediting process improvements, prioritised to Member and business benefit. Improved Customer net satisfaction by 12% since April 2012 and Achieved 3.9% FRS lead over competitors within 6 months and currently sustaining Number 1 position across Financial Services.• Project delivery – Leading a team of project implementation specialists to ensure business readiness and to accept change / process improvements across each channel in Group Distribution. • Process improvement team – led and delivered quantifiable business benefits from reducing the complexity and bureaucracy of sales and over 1500 operational processes• Interactive support team – who scope, develop and implement business proposals and created an interactive helpline function for Group Distribution employees. The support team combines the resource and specialism of branch systems, balancing, MI helpline, Money Laundering and process knowledge to give a 1 number helpline to 720 branches. • Interactive support team (UAT) – That deliver UAT services for POS system releases and technology infrastructural releases. • Finalist Award at UK Customer Experience, Best Customer Services in Financial Services for European Customer Service Awards, won Best Customer Service Award Large Contact Centre for South West. Finished 8th in the Top 50 Call Centre awards and Best Large Contact Centre and Best in Financial Services 2012• Department consists of 118 FTE, split over 6 sites. Show less Leading the West District within the Bristol Somerset and Wiltshire Area in the Nationwide Building Society, heading up a team of 8 direct reports and 55 staff. My role is directly responsible for a district to deliver an income target of £6million.• Successfully implemented the new mystery shopping and service management change programme in Nationwide Building Society – average branch score 91% ranked 12th nationally.• YTD performance finished at 117% YTD ranked 26th nationally.• All Branch Managers have achieved a grade 1 or 2 in terms of compliance audits, regulatory risk.• All Branches have achieved a grade 1 or 2 audit for operational Risk Show less

  • Head of Service and Employee Excellence

    Oct 2011 - Jan 2014

  • Head of Employee Engagement

    Jul 2011 - Oct 2011

  • Senior Retail Change Manager

    Feb 2010 - Jul 2011

  • District Sales Manager

    Sept 2007 - Feb 2010
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  EDF Energy

  Feb 2014 - Oct 2016

  Manager of Customer Services - I & C

  • Accountable for the delivery of smooth transition of Customers and Customer Experience, from point of sale through to a highly satisfied Customer, and stable service, through the delivery of on-boarding processes and innovative solutions to customer and industry- wide issues. • Responsible for all aspects of Welcome Service and Customer Contact for a portfolio of thousands of customers across 100k+ sites. All customers fall within the Industrial and Commercial sector and are “High St” names or FTSE 100 Customers. Including the UK and Scottish Governments i.e. Schools, Public Bodies, Universities etc.... • Played a lead role into inputting into I&C Customer Services business’s strategic vision 2014-2016 and delivering Operational efficiencies through the OMP Project (Operating Model Programme) and Offshoring Project. • Proactively identifying and evaluating new service opportunities as a USP for EDF. • Project delivery. – Leading a team of Customer Service Managers to ensure business readiness and to accept change and process improvements across the whole of I&C throughout the Voyager Programme• Played a lead role in I&C Customer Service Department in achieving the ICS Service Mark accreditation and IS0900 in 2014 • A key contributor for EDF achieving a Finalist in Customer Commitment Award for Welcome Team in ICS Awards 2015 and Complaints Team in 2016.Finalist in UK Customer Experience Awards 2016.• Winner of “Inspiration” award within I and C management population for 2015.• Leading a department consisting of 89 FTE. Show less

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  St. Thomas Medical Group

  Oct 2016 - now

  Strategic Manager at St Thomas Medical Group

  • Responsible for the efficient and effective management of the St Thomas Medical Group, the generation and maximising of income, customer service, all aspects of premises management, contract management, personnel, financial and information technology.• Leading strategic business planning and development, including all aspects such as new digital services.• Responsible for 3 Medical Centres; St Thomas, Exwick and The University of Exeter• Senior Stakeholder Management between the Medical group and external organisations(both NHS and non- NHS).• Directly accountable for 164 staff across three sites.• Patient list of circa 43.5k or 25% of Exeter's Population• Responsible for Quality Standards, CQC Enhanced Services and QOF.• "Runner up" for Practice Manager of the Year at the National Primary Care Awards 2017.• Directly responsible for budgets of £5Million.• 2017 Winner of the South West General Practice Trust prize. • 2018 Integrated Team Award Winners in first Devon wide Excellence in Nursing Awards• 2018 CQC Rated Outstanding overall. Outstanding in three domains….effective, responsive and well led. • 2022 -MIGPM Accredited• 2023 -Winner of Working Collaboratively Towards the Future- NHSE SW GPN Awards Show less

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  Exeter Primary Care Ltd

  May 2017 - now

  Director

  Exeter Primary Care Limited is a not-for-profit confederation of the 16 Exeter GP practices. Member practices remain independent, whilst collaborating in the further development of local primary care.

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  Exeter West PCN

  Apr 2018 - now

  Board Member/Lead Manager
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  Devon Local Medical Committee (LMC)

  May 2018 - Mar 2020

  Board Member - Northern and Eastern Sub-committee

  Representative of Management population on the North and Eastern Sub-committee of the LMC in Devon

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  EPCCB and DCB

  Jul 2023 - now

  Board Member

  Board Member for Eastern Collaborative Board and Devon Collaborative Board