The AA’s forecasting team has been pivotal in optimising breakdown services through a predictive model linking weather data to breakdowns, improving resource allocation and response times. Their analysis has driven digital advancements, streamlining operations and enhancing customer interactions by filtering simpler queries online. They also evaluate economic and market trends for strategic planning. This work ensures The AA adapts efficiently to customer needs and maintains leadership in service excellence, highlighting the team’s essential role in operational and strategic decisions.

Kirsty has led on optimisation, by removing inefficient tasks to allow more value-add activities like extending the planning window and gaining the benefits like planning for recruitment. Her focus on longer term planning ensures that peak is now well managed and easier for all. Kirsty is well respected and is committed not only to continuous learning & development but also to sharing skills and new learning with her peers.

Kevin showcases leadership through strategic team expansion and talent development. Learning from industry best practices, he diversified his team’s experiences, leading to innovative channels like WhatsApp. Internal training and personalised development plans ensure a robust talent pipeline. Kevin encourages individual growth, allowing flexible transitions within the team which stakeholders paid tribute to. Kevin’s commitment to excellence promises a future of continued success and adaptability.

OVO Energy, under Alex’s leadership, tackled integration challenges, fostering a culture of empowerment and innovation. Alex prioritised team empowerment, laying foundations for strategic decision-making and operational optimisation, with his goal for Shared Services to become ‘The Brain of the Operation’. Assessing teams for skills and mindset alignment, coupled with a focus on recognition and feedback, reinforced a customer-centric approach.

Transitioning from operational backgrounds to strategic planning, Kieran embraced change and innovation while navigating integration challenges. He implemented Workforce Management solutions, streamlined processes, and introduced a centralised bereavement team to enhance service delivery and mitigate risks. With a focus on accuracy and efficiency in forecasting, he demonstrated resilience and adaptability in managing staffing levels and call volumes. Continuous learning and improvement underscore his commitment.