Jo has been head-hunted from Firstsource Solutions UK Ltd. Where, within the space of just two years, she progressed from Operations Manager to Process Excellence Manager. Her journey was punctuated by spectacular achievement, most visibly in the accolades that were bestowed upon her, including: North East Employee of the Year, 2018 and the North East Leadership Award, 2018, projects of note being shortlisted for the GSA Financial Services Outsourcing Project of the Year, 2017 and ‘Highly Commended’ in the CCA Excellence Award, 2017 for “Innovation in BPO”.
It’s a career that, to date, has been unfurled among the pin-stripes and white shirts of The Square Mile and yet the offer to join Vianet Smart Machines powered by Vendman, so close to the start of its journey, proved to be one she couldn’t refuse. In her new role, she’ll be responsible for ensuring her employers stay ahead of the curve through transformational solutions that constantly re-imagine business processes and deliver increased efficiency, deeper insights and superior outcomes to customers.
‘It’s been my job to go into clients and study processes with a view to seeing how they could be improved in order to make them more efficient and/or profitable’, Jo said. ‘Before I left Firstsource, my role had begun to change; I was increasingly involved in the insight and analytics side of client businesses, working with tangible data to improve the customer journey and drive real change. This is definitely where my passion and motivation lies, and when an agency approached me about this job, it was clear that it would encompass a lot of things I love as well as offering the opportunity to be part of the change, rather than just driving it from the outside.’
Jo’s CV gives an intriguing insight as to the direction in which Vianet Smart Machines/Vendman is heading. ‘My background is change; looking at processes, making businesses more customer focused and driving efficiency. There’s huge potential here, just waiting to be tapped’, Jo said.
Jo’s initial focus will be on Vendman customers and making sure that they extract maximum benefit from the alignment of Vianet and Vendman. Although based in Stockton, she’ll also become a familiar face at Hazel Grove.
‘Jo has the track record, the skills set and the ambition to steer us in the right direction and we’ll give her every possible resource to do so.’
‘Jo’s appointment is one of the benefits of becoming part of a plc’, MD Rob Little said. ‘I’m not sure Vendman alone could have attracted a person of her calibre into the business and I’m thrilled that she’s joined us. Our customers, especially the largest ones, have worked with us to identify the need to streamline the customer experience and we’ve also been aware of the need to deliver constant improvements as we combine Vendman’s ERP offer with Vianet’s cashless expertise. Jo has the track record, the skills set and the ambition to steer us in the right direction and we’ll give her every possible resource to do so.’
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