Jonny Randall
Warminster
Summary
A progressive operations leader with a proven track record of driving operational maturity. Proficiency in customer experience management and outsourced operations oversight, anchored by strong governance, deep operational know-how, and an active engagement with the frontline that ensures a thorough understanding of processes, customers, and people. Adept at translating MI into strategic insights, balancing core operational metrics with a proactive focus on root cause resolution and demand reduction. Data-led management, driving both staff performance and deep demand analysis , while delivering clear MI for upward reporting. Skilled in managing executive stakeholder relationships, developing internal talent, and ensuring operational frameworks are fully compliant with practical regulatory requirements.
Overview
15
15
years of professional experience
1
1
Certification
Work history
Head of Customer Services (formerly Wealth Operations Manager)
M&G
Bath, Bath and North East Somerset
01.2021 - Current
- Operational Leadership: Held full operational oversight of up to c.80 FTE, directing customer service delivery and new business workflows across departments while maintaining team performance and morale during major change periods.
- Data-Led Operational Maturity: Matured Operation by spearheading rollout of granular performance MI to improve staff accountability, while simultaneously elevating demand and risk metrics for committees.
- Resource Planning & Efficiency: Connected frontline call demand, headcount, and handling efficiency to build clear workforce planning models, significantly reducing average handling time (AHT) while ensuring key quality and service metrics continued to improve.
- Risk Management & Compliance: Continuously strengthened departmental control environment and placed a strong emphasis on proactive risk management, resulting in a permanent and dramatic reduction in operational risk breaches.
- Proactive Vulnerability Frameworks: Enhanced vulnerable customer support by introducing a targeted call assurance program to identify process barriers and improvement opportunities independently of reactive complaint data.
- Continuous Improvement & Service Optimization: Collaborated across business and analysed speech analytics data to pinpoint customer demand drivers, resolving upstream process issues to eliminate failure demand and drive service efficiencies.
- Outsourced Partner Governance: Contributed to operational outsourcing transition and ongoing delivery with SS&C and offshore partners, setting clear service expectations while verifying quality and control standards daily.
Interim Service Delivery Manager
Royal London
Bath, Bath and North East Somerset
11.2020 - 01.2021
- Operational Stability: Maintained consistent service performance and department stability across the frontline throughout a major operational transition.
- Service Delivery Coordination: Overseen day-to-day customer service workflows to protect SLAs while keeping key stakeholders informed and engaged.
- Strategic Planning: Built practical operational plans focused on department sustainability and supporting long-term business growth.
- Efficiency Strategies: Designed and introduced simple operational adjustments to improve day-to-day team productivity and efficiency.
- Cross-Department Alignment: Managed relationships with multiple internal stakeholders to ensure goals and service objectives stayed aligned across different departments.
Client Services Team Leader
Royal London
Bath, Bath and North East Somerset
10.2018 - 11.2020
- Escalation Management: Handled serious customer escalations and resolved complex issues directly, protecting customer retention and shifting friction into positive outcomes.
- Team Performance: Led day-to-day customer service teams to consistently hit SLA targets while keeping a close eye on quality and overall productivity standards.
- Staff Coaching & Engagement: Delivered regular, practical coaching to team members to improve individual performance, ultimately achieving the highest employee engagement scores in wider department
Senior Customer Support Consultant
Royal London
Bath, Bath and North East Somerset
08.2018 - 10.2018
- Escalation Resolution: Handled complex case escalations directly, resolving technical and sensitive customer issues quickly to maintain service quality and improve customer satisfaction.
- Operational Efficiency: Managed high volumes of daily tasks accurately, adapting rapidly to new processes and software to deliver reliable customer support within demanding timeframes.
- Transformation Programme SME: Dedicated operational Subject Matter Expert (SME) for the business Re-Platforming and transformation initiative, helping map out frontline workflow changes.
- Peer Mentorship & Representation: Acted as a trusted mentor and elected colleague representative across the department, providing hands-on coaching to peers while acting as a constructive voice between the frontline and management.
Customer Support Consultant
Royal London
Bath, Bath and North East Somerset
03.2016 - 08.2018
- Relationship Management & Support: Handled daily phone interactions with retail customers and financial advisers, building professional relationships while confidently de-escalating difficult calls and complex queries.
- Platform & Process Mastery: Developed in-depth operational process and platform knowledge, mastering core functionality of our wealth management and wrap systems from the ground up.
- Operational Delivery: Managed high volumes of routine tasks accurately and efficiently under tight deadlines, quickly learning new software, platforms, and operational workflows as required
Personal Banker
Barclays
Bath, Bath and North East Somerset
08.2013 - 03.2016
- Financial Difficulty & Support: Provided face-to-face support to customers experiencing financial difficulty, navigating sensitive conversations with empathy to offer clear guidance on their banking options.
- Operational & Branch Delivery: Collaborated with branch team to meet daily service volumes smoothly, using banking software efficiently to streamline transactions and reduce customer wait times.
- Customer-Centric Growth: Identified opportunities to introduce relevant banking products to customers, ensuring solutions matched their individual needs while supporting branch performance.
Cashier
Barclays
Bath, Bath and North East Somerset
07.2011 - 08.2013
- Front-Line Transactional Support: Handled counter cash, cheque, and digital transactions accurately and efficiently
- Till Balancing & Cash Controls: Balanced the main till at the end of each day, maintaining precise audit trails and strictly upholding internal banking security standards.
- Front-Line De-escalation: Welcomed customers warmly to the branch and resolved immediate, day-to-day service issues and queries directly to support customer satisfaction.
Education
RO1 - Financial Services , Regulation and Ethics
Chartered Insurance Institute
OnlineDiploma - Music
Salisbury College
Salisbury, WiltshireGCSEs -
Kingdown School
Warminster, WiltshireSkills
- Contact Centre & Operations Leadership
- Service Performance optimisation & SLAs
- Vulnerability Governance & Customer Support
- Regulatory Risk Alignment & Consumer Duty
- Operational Governance & Control Frameworks
- Outsourced Operations Oversight
- Speech & Interaction Analytics
- Crisis resolution
- Customer relationship management
- Root Cause Analysis & Continuous Improvement
- Outcome-Based MI & Board Reporting
- Wrap Platform Administration & Architecture
- Executive Stakeholder Management
- Talent Development
- Strategic Communications & Public Speaking
- Capacity Planning & Workforce Management (WFM)
Certification
R01 – Financial Services, Regulation and Ethics
References
References available upon request.
Timeline
Head of Customer Services (formerly Wealth Operations Manager)
M&G
01.2021 - Current
Interim Service Delivery Manager
Royal London
11.2020 - 01.2021
Client Services Team Leader
Royal London
10.2018 - 11.2020
Senior Customer Support Consultant
Royal London
08.2018 - 10.2018
Customer Support Consultant
Royal London
03.2016 - 08.2018
Personal Banker
Barclays
08.2013 - 03.2016
Cashier
Barclays
07.2011 - 08.2013
RO1 - Financial Services , Regulation and Ethics
Chartered Insurance Institute
Diploma - Music
Salisbury College
GCSEs -
Kingdown School