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Gordon Spinks

Process Improvement Manager

Process Improvement Manager at TalkTalk

Warrington, United Kingdom

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Gordon Spinks's Email Addresses & Phone Numbers

Gordon Spinks's Work Experience


Process Improvement Manager

December 2014 to Present

Warrington, United Kingdom

Swinton Insurance

Business Analyst

September 2014 to December 2014

Manchester, United Kingdom


Process Improvement Specialist

June 2012 to September 2014

Gordon Spinks's Education

Idsall School

1989 to 1995

Gordon Spinks's Professional Skills Radar Chart

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About Gordon Spinks's Current Company


* Leading the development and deployment of a Continuous Process Improvement throughout the operation. * Responsible for a team of Process Improvement Analysts. * Responsible for effecting change with suppliers/carriers, customers and internal departments to implement improvements. * Initiate new ideas and concepts, plan and roll out process improvements across the consumer technical support. * Work closely...

Frequently Asked Questions about Gordon Spinks

What company does Gordon Spinks work for?

Gordon Spinks works for TalkTalk

What is Gordon Spinks's role at TalkTalk?

Gordon Spinks is Process Improvement Manager

What is Gordon Spinks's personal email address?

Gordon Spinks's personal email address is g****[email protected]

What is Gordon Spinks's business email address?

Gordon Spinks's business email address is g****[email protected]

What is Gordon Spinks's Phone Number?

Gordon Spinks's phone +44 ** **** *315

What industry does Gordon Spinks work in?

Gordon Spinks works in the Telecommunications industry.

About Gordon Spinks

📖 Summary

I am an experienced Process Improvement Specialist with extensive knowledge of working in high profile cross-functional teams across various industries for a large mobile operator, large broadband provider, leading utilities provider and one of the largest insurance brokers in the country. This has allowed me to develop and demonstrate a high degree of analytical, communication and teamwork skills. I have experience not only in business analysis using DMAIC methodology (Six Sigma) but also system analysis working with SAP using the ASAP methodology.Process Improvement Manager @ * Leading the development and deployment of a Continuous Process Improvement throughout the operation. * Responsible for a team of Process Improvement Analysts. * Responsible for effecting change with suppliers/carriers, customers and internal departments to implement improvements. * Initiate new ideas and concepts, plan and roll out process improvements across the consumer technical support. * Work closely with the Operational leads to manage the day to day planning and performance of the technical operational. * Championing Process Improvement methodologies throughout the operation. From December 2014 to Present (1 year 1 month) Warrington, United KingdomBusiness Analyst @ * Build and maintain relationships with key stakeholders to ensure full engagement in the business analysis and business requirements gathering process, resolving conflict where required. * Understand, determine and challenge the business needs and document the problems or opportunities. * Lead requirement gathering and gain agreement of functional and non-functional requirements, which align to Business and IT strategies and stakeholder needs * Support the development and integration of the technical solution for assigned projects, liaising with technical suppliers to ensure their full understanding of the business requirements and the impact of proposed changes. * Ensuring traceability of business requirements throughout the lifecycle of a project to ensure what gets built meets the original business need. * Ensuring that any risks, issues, assumptions & dependencies are captured in accordance to the appropriate framework. * Ensuring any gaps or changes to requirements are identified, validated and signed off. From September 2014 to December 2014 (4 months) Manchester, United KingdomProcess Improvement Specialist @ * Support the process and continuous improvement manager to deliver the end to end service delivery requirements taking account of Consumer Operations. * Investigating, analysing, designing and recommending improved business processes in key business areas. * Analyse current performance data * Support process owners and engage stakeholders to drive results * Research industry best practice / techniques which support business goals * Manage, update, improve existing processes thereby reflecting changes in business practices or requirements. * Process map current 'as-is' processes and collect associated data * Plan and manage activities to define to-be processes, capabilities, application of key technologies, and performance measurements/KPI’s. * Prepare & complete presentations, workshops & road shows to obtain successful buy-in from relevant stakeholders and their departments. * Plan, prioritize, resource and lead continuous improvement activities and develop rolling plans containing business-wide opportunities. * Balancing demands and working to tight deadlines. From June 2012 to September 2014 (2 years 4 months) Business / Project Analyst @ * Collecting, understanding, documenting and communicating the business requirements for projects. Translating these into functions specifications and detailed plans. * Analyse and document business processes. * Document work flows and results of business analysis and obtain sign-off from clients on specifications and recommendations. * Day to day management of change requests in relation to the project plans to ensure agreed deadlines are met. * Collaborating with Project Managers to ensure processes are delivered that both anticipate and satisfy business needs. * Regular and accurate reporting of project status to Project Manager showing progress against outstanding milestones, status, resource requirements, issues, risks and dependencies * Delivery of successful implementation of documented plans of new company acquisitions. * Detailed reports on specific processes to enable scoping of projects and business cases. From July 2010 to June 2012 (2 years) Leeds, United KingdomBusiness Change Analyst @ * Ensuring the business requirements expressed in workshops and meetings are addressed by the team into a business and technical blueprint; * Input experience and knowledge of business change programmes into meetings and workshops as appropriate. * Communicate with SAP specialists within the team to ensure the specified business requirements are understood during the transition to a technical solution. * Challenge the existing processes and help facilitate the design of the new business processes. * Ensure that communication between piers in the other work groups ensures consistency of requirements across work streams * Delivery of the sales, marketing and project workstream for CRM SAP. * Translate requirements from workshops into the business process flow diagrams using the ARIS tool. From September 2008 to July 2010 (1 year 11 months) Value Streams Manager @ * Working as part of a large cross-functional team across various sites. * Facilitating cross-directorate improvements (Value streams, Corporate CS, BCS, Consumer online / offline, Retail, supply chain). * Design new company processes keeping the customer at the heart of everything I do. * Identify improvement opportunities from analysis of Management Information and the use of root cause analysis. * Measuring success of implemented changes. * Building business cases to support operational change. * Presenting storyboards of projects to senior stakeholders at each tollgate of the project lifecycle. * Ensuring controls are in place for handover of improved process into service. * Ensuring all risks / issues are registered and mitigated against. From July 2006 to July 2008 (2 years 1 month) Process Improvement Analyst @ * Delivering localised changes for the benefits of the company but ensuring customer experience is maintained or improved. * Defining scope of projects. * Implementing improvements to processes within customer service. * Sharing solutions / improvements with all other sites within O2. * Setting key milestones within projects and providing delivery plans. * Organising and facilitating advisor workshop to ensure all solutions have been identified. * Deploying Six Sigma (DMAIC) methodology within projects. * Running large scale workshops From November 2004 to July 2006 (1 year 9 months) Idsall School From 1989 to 1995 Gordon Spinks is skilled in: Process Improvement, Change Management, Business Analysis, Business Process, Business Process Mapping, Six Sigma, Project Management, Management, CRM, Cross-functional Team Leadership, Customer Service, Business Transformation, Customer Experience, SAP CRM, Stakeholder Management

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In a nutshell

Gordon Spinks's Personality Type

Introversion (I), Intuition (N), Thinking (T), Judging (J)

Average Tenure

1 year(s), 7 month(s)

Gordon Spinks's Willingness to Change Jobs



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