Brett St.clair

Experience

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  BT

  Sept 1999 - Jun 2001

  Branch manager
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  O2 (Telefónica UK)

  Jul 2002 - Feb 2017

  • Accountable for maintaining over 300 retail processes.• Responsible for maintaining relationships with key stakeholders across multiple channels and communicating our team strategy and brand values.• Identified pain points and failures in the Click and Collect proposition leading to a 20% reduction in order cancellations and a 5% increase in customer care scores.• Designed new processes and improved existing processes to support customer facing teams in delivering exceptional customer experiences whilst remaining compliant with regulatory requirements. Show less •Support Territory Leader in delivery of the UK and Territory strategy across both company owned and franchise stores.•Support Regional Leaders/Franchise Business Managers in development of their business plans•Identify opportunities for growth and learning across the the store estate•Help deliver tactile commercial opportunities and identify future opportunities•Be accountable for reviewing and supporting Territory Leaders, working with Regional Leaders on Store Investments•Creating presentations and interpreting BI/Insights for Monthly team meeting presentation•On behalf of the Territory Leader, own the business case management for Properties (New acquisitions, relocations, refits)•Support the Territory Leader on their matrix/people hours plan•Support Territory Leader in analysing the P&L for their Territory; Identify trends / patterns and insight and communicate findings in a timely and effective manner to aid / drive decision making and action. •Work with BI to interpret BI/MIS/customer insight into concrete action plans for the Territory•Support Territory Leaders with strategic projects as required Responsibilities•Establishing effective relationships with all stakeholder areas•Supporting prioritisation• Supporting implementation of improvements / changes•Measuring impact of improvements / changes Show less Leading a high performing team in a concept store in a prime location.My direct reports were the Store leader and assistant leadership team.Driving productivity and efficiency in line with budgets and minimising store costs and impact on the environment.Coaching and mentoring others to deliver world class customer experiences and exceptional store and individual standards.Collaborating with Area Leader to improve performance across stores in the area and deputising during periods of leave. Show less

  • Process improvement lead

    May 2015 - Feb 2017

  • Territory support manager

    Mar 2014 - May 2015

  • Performance coach

    Aug 2013 - Feb 2014

  • General Manager - The o2

    Oct 2010 - Jul 2013

  • Branch Manager

    Jul 2002 - Sept 2010
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  O2 (Telefónica UK)

  Jul 2017 - Nov 2022

  Senior operations development manager

  As a Senior Operations development manager I worked with stakeholders across channels to drive efficiencies, develop strategic plans, build business cases and deliver meaningful change. My team applied Lean Six Sigma methodologies to analyse and identify root cause behaviours.Highlights include: • Designed and led the implementation of a new process format, including the testing, pilot, and delivery stages across four hundred stores to over three thousand employees.• Identified £3.8m opportunity due to manipulation of returns processes following a root cause analysis and end-to-end review of the supply chain reverse logistic processes. Show less

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  Virgin Media O2

  Nov 2022 - Aug 2023

  Head of Operations Development and Continuous Improvement

  I’m my role as Head of Operations development and Continuous Improvement I worked with the senior leadership team and stakeholders across multi-channel initiatives to secure funding and lead the implementation of high-priority strategic process improvements. I managed a highly skilled team through the development of an efficient engagement process, standardisation of documentation, and the contracting process with stakeholders and was accountable for the £3.6m OPEX budget, prioritising spend across big ticket projects and providing regular updates to the central finance team.Key highlights include:• Led the implementation of Computer Vision Analytics across a retail estate of over 400 stores - from pilot to business case development to project delivery.• Managed and coached a team of Lean Six Sigma experts to deliver over £30m of efficiency savings across multiple channels.• Designed solution and business case to address £35m commercial losses through fraud. Project is now in the top 5 business deliverables in the 3-year strategic plan. Show less

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  EQA Consulting Group

  Jul 2023 - Mar 2025

  Co-Founder

  Introducing EQA Consulting: Optimising Processes and Empowering People to Drive Meaningful Change.We're excited to announce the launch of EQA, a new breed of consulting firm on a mission to help companies optimise processes, empower people, and drive meaningful transformation. After seeing how broken processes and dysfunction lead to disengaged employees and lost value, we knew there had to be a better way. That's why EQA was started - to take a human-centred approach to fixing what's not working. At EQA, we believe sustainable change comes from aligning process, technology, and people. Our team of experts leverages industry-leading methodologies, bespoke tools, and their practical experience to provide clients with data-driven insights and tailored recommendations. With backgrounds in leading global corporations, EQA's founders bring decades of experience driving complex initiatives across various industries. At EQA, we are passionate about workflows and analytics. But we never forget that its real people getting the work done. We'll collaborate to understand your unique challenges and goals, conduct in-depth assessments, and deliver clear plans of action to drive real improvement. As the business landscape grows increasingly complex, you need more than just technical expertise. You need a partner who understands the human elements that allow change to take hold. With our blended focus on process, technology, and people, EQA delivers comprehensive solutions to set you up for long-term success. We are proud of our talented team of passionate problem-solvers. If you're ready to transform your organisation, let's talk! The EQA team is excited to learn about your needs and discuss how we can help you leverage change to thrive. #consulting #processimprovement #changemanagement #continuousimprovement #leanmanagement #sixsigma #stakeholderengagement #dataanalytics #insights #solutions #problemfinding #pilots #proofofconcept #businessconsulting Show less

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  Aura Vision

  Mar 2025 - now

  Senior Customer Success Manager