How do you ensure that your customer gets the same level of service no matter who they speak to? The team at Capita Life & Pensions have engaged both on and off-shore to move away from siloed teams. Strategic planning was centralised with tactical planning on each site working to the same processes.
- Hear their top tips for engaging stakeholders, colleagues and customers.
- See what makes an inspiring, professional and effective planning function in public service.
- Take the opportunity to ask inspiring individuals about how they achieve success.
- Use this to focus your opportunities for learning, development and improvement.
Graham Watson is currently a portfolio planning analyst at Capita with 17 years resource planning experience. He previously spent 8 years at the Cooperative Insurance Society starting his resource planning career in real-time and scheduling and moving on to specialise in demand and supply forecasting for both the Contact Centre and Back Office environment. At this time, Graham was a founder member of the back office networking group. Moving on, Graham has spent the last 9 years at Capita where as a Senior member of the team, he has established back office forecasting and planning principles which he has implemented across several accounts, predominantly in the Life and Pensions portfolio. Graham also provides forecasting and planning services and expertise into other Capita businesses which have including Remediation, Local Government Services and Public Services . Prior to working in the call centre industry he attained a Maths degree from Warwick University
Lynette Martin is the Portfolio Planning Manager in the Life and Pensions portfolio of Capita with 17 years Planning experience. Lynette started her Planning career at the Co-Operative Insurance Society in real-time and scheduling before moving into the role of Planning Manager for Capita and then Portfolio Planning Manager. She has experience in planning for Contact Centre and Back Office Operations and is eager to develop individuals within our industry and to implement standardised frameworks and methodologies to drive consistency and best practice. Lynette holds the Professional Planning Forum Accreditation and is part of the Accreditation Panel. Prior to working in the Contact Centre industry she attained a Financial Services degree at Manchester University.