Ralph Newbigin serves as COO of the GrowthPoint Group, bringing a wealth of global experience, knowledge and success. He is adept at identifying and implementing pragmatic strategic solutions while focusing on customer experience and adding bottom line contribution. Ralph has held a number of senior management positions with HSBC Bank. His career achievements include:
- Delivered cultural change to transform a 570 head UK contact centre from a service operation to a sales and service unit; this added £17 million bottom line profit. For three consecutive years the centre provided industry award winning customer service and satisfaction levels.
- Managed an award winning team responsible for branch network transformation by automating routine counter transactions.
- Developed and implemented the self service strategy that delivered a growth in machine numbers of 123%. The growth included a ground breaking profitable cash machine strategy developed to provide a cost effective solution to meet the requirements of the Government’s social inclusion policy. The strategy delivered a reduction in the cross-banks cash machine interchange deficit, which resulted in a £16 million (38%) annual improvement.
- Established and managed a new contact centre in India with 870 staff handling calls from North America and Europe.
- Relationship managed a multi-million dollar portfolio of corporate clients during a period of economic downturn.
- Integrated two areas into a cohesive operation of 58 branches and made it the most successful sales force in the South of the UK.
- Established and successfully implemented multiple projects to enable the development of the UK call centres. The processes ensured that over 100,000 customers a day could be successfully and securely serviced.