Specialisms

• Transformation
• Operational Excellence 
• Business Improvement

Jit helps clients to navigate operational complexity to drive sustainable operational transformation and performance improvement, balancing customer needs with business value.

Jit has 25 years’ experience in Transformation and Business Improvement programmes across multiple sectors including 20 years in Utilities. He has held senior leadership roles in Operations, Strategy, Customer Service, Complaints, and Business Finance; improving data led decision making, operational efficiency, customer outcomes and customer value.

Key achievements:

• Jit supported various customer service and complaints improvement programmes in both leading and challenger utility companies. He enabled operational and cost efficiencies, leading to 50% reduction in Complaints for a big 6 supplier. He also improved regulatory compliance, and enhanced customer experience. Jit is data focussed, and embedded insight and analytics functions which enhanced decision making, change prioritisation and performance reporting capabilities.
• As Head of Finance and Business Performance Management, Jit led business finance functions, partnering with customer service and digital leadership teams at British Gas. He oversaw a cost base of £500m encompassing direct, outsource and offshore activity. He led the divisional strategic three-year planning, forecasting, and reporting processes, overseeing £20m of cost efficiencies. Jit also oversaw support for the digital function, enabling the investment and growth of the online strategy.
• Jit led the operational implementation of a centralised operating model for large national governing body. He helped implement new end-to-end operational journeys and processes across face-to-face and digital channels. He oversaw the planning and execution of delivery, customer service, systems, and finance functions, introducing operational best practices and enhanced performance reporting to enable approximately £6m in revenue. He also developed insight-led decision support to target growth in key customer segments, also improving utilisation by 20%.