Principal Consultant MSc, MBA, ACIB David completed a career of 25 years at Barclays Bank, his final role being Group Customer Relations Director with responsibility for establishing and operationalising customer service recovery strategy that was both compatible with new regulations and a highly ambitious marketing and brand strategy. Earlier in his career, David was one of a small number of internal recruits to the bank’s management development programme, which saw his accelerated progress along a traditional “lending banker” career path in NW England. In the mid-80s, David was appointed to the programme that developed the UK’s first debit card, a product that has transformed the complexion of UK retail banking. David was responsible for producing the training programme for the product’s launch, including production of the bank’s first in-house training video. David worked on a number of technical projects relating to fraud containment, which were critical to providing resilience to the new debit card’s processing systems. Thereafter, David worked in Barclaycard’s strategic planning department, leading the design and development of a market scrutiny assessment process that underpinned the Division’s adoption of a range of leading edge strategic planning tools. The process remains in place today, although much aided by the efficiency of the internet. David then moved to the bank’s marketing department, where he was responsible for implementing a number of ground-breaking initiatives, including the bank’s first prize draw incentive. He also introduced a range of new internal transfer charging processes that enabled a much clearer appreciation of product profitability. In the early 1990s, David relocated back to his native Liverpool, where, initially as a member of the leadership team of a major strategic business unit based in the city, and subsequently as the business unit’s leader, he steered the business from being moribund to being regarded as the bank’s “jewel in the crown”. A broad suite of market facing and internal management practices were introduced, many of which are still considered by other businesses as vanguard today. Market facing initiatives melded together disparate functions, e.g. marketing, credit risk, systems and service, to produce a business model that was highly inventive and sharply customer focused. The business doubled its profit within three years. The contact centre was recognised for its exemplar practices in the European Contact Centre Awards in 1999. The NW Development Agency and Liverpool Council used the business as a reference site for what could be achieved in Liverpool and resulted in a number of major inward investments to the city. It was during this work that David first worked with the Glowinkowski business, whose contribution to its development as a truly high performance leadership team was immense. When the bank decided to draw the Liverpool business into a recently formed Retail Bank at the end of the 1990s, David was appointed to the newly created role of Group Customer Relations Director. David established his new team with the help of the Glowinkowski business, with the result that within its first year of operation, David’s team was considered the best by key opinion formers in the media, politicians and regulatory community. Adopting world class practices from a multiplicity of businesses from across the globe, David’s team significantly reduced the cost and scale of complaints across the organisation. David left the bank in 2003 and joined Glowinkowski International assured that its methodologies, grounded in valid research, were both practical and relevant. David has contributed to the successful development of a model to measure a senior team’s leadership behaviours, a new measure of Motivation. David has also contributed to the development of a competency framework for CIOs and is presently leading another piece of research into developing a competency framework for Customer Service Directors. David is heavily involved in working with a leading HE institution to apply the Glowinkowski methodologies in the education and health sectors. Through this work, David has also worked with the Order of Salesian Sisters, many of whom are leaders in the one of the toughest environments, namely inner-city schools. David has an MBA and an MSc in Occupational Psychology. Contact Details: T: 01296 713626 M: 07909 917159 E: david@servicequalityinternational.co.uk    |
