RESUME
Name: Stephen P Griffee
Address: 31 Park View, Hockley Heath, Solihull, West Midlands, B94 6PE
Telephone: Home: 01564 783044 Mobile: 0850-138329
E:Mail [email protected]
Date of Birth: 8th August 1958 (40)
Professional bodies Member Association for Project Management
Member Institute of Management
Member Gas Association of Great Britain
Qualifications: Masters in Business Administration (MBA)
Diploma in Management Studies (DMS)
National Marketing Diploma (NMD)
Key Strengths:
* Extensive experience of "Service Management" in People, Systems and Processes, gained in a variety of differing disciplines, detailed overleaf.
* Comprehensive knowledge of business strategy and business process re-engineering. Translates strategic intent into practical and achievable plans and has an enviable track record of considerable success.
* Numerous examples of introducing Total Quality and Business Improvement Programmes such as European Foundation of Quality Management.
* Recognises the need for change and maintains effectiveness during periods of transition. Leads by example, is a qualified facilitator and coach for "You make the difference" course.
* An effective team builder. Influences others by devising and using strategies attuned to particular circumstances and situations focusing on trust, empowerment and accountability.
Experience:
1998 to 1999 National I.T Order Fulfilment Manager, AAH Meditel, W.Mids
Maximising opportunities of governments aim to modernise NHS. Conducted strategic review of existing departmental structures aiming at scalability measures to improve productivity.
* Subsequently managed changes programme introducing new structure, pay bands and job specifications.
* Implemented competency based formal appraisal system. * Introduced "Benchmarking visits" via DTI initiative.
1996 to 1998 I.T Data Quality Manager, BG Transco
Report to Programme Director, plus functionally to Implementation Manager in Solihull. Control of 57 staff. Operating costs: £1.8m
* Resolved large, complex and fundamentally business critical data quality issues.
* Successfully implemented a new data quality strategy. * Designed, developed, tested and implemented a
Data Encyclopaedia via Transco Intranet.
1995 - 1996 Customer Manager, B.Gas Transco
Based at HQ in Solihull. Headed a Customer Services Team developing operational controls, processes and procedures to facilitate competition in the UK Energy market.
* Implemented a Programme Performance Monitor.
* Introduced uniform operating procedures across UK.
1993 - 1995 Customer Operations Manager, British Gas Service
Led a team of 200 service operatives providing an efficient installation and maintenance service to 320,000 customers.
* Achieved 20% increase in service contracts, contributing £400k additional revenue.
1991 - 1993 District Customer Service Manager, British Gas Eastern
Directed and controlled a team of 50 staff providing administrative and support services to 265,000 gas customers in an efficient, cost effective manner and in accordance with standards of service.
1979 - 1990 Several Customer Service positions within British Gas.
1974 - 1978 Sales Administrator, Norwich Electrical Retailing
Other Interests: Association of MBA's, Golf, Swimming, Family Pursuits