Vodafone PLC Group Enterprise - Female Executive of the Year
Company: Vodafone PLC Group Enterprise, United Kingdom
Company Description: Vodafone Group is one of the world’s largest telecommunications companies and provides a range of services including voice, messaging, data and fixed communications. Vodafone Group has mobile operations in 26 countries, partners with mobile networks in 49 more, and fixed broadband operations in 17 markets.
Nomination Category: Individual Awards Categories
Nomination Sub Category: Female Executive of the Year – Business Services –More Than 2,500 Employees
Nomination Title: Kerry Small, Head of Customer Service Operations, Group Enterprise
Describe for the judges the activities and accomplishments of the nominated executive since the beginning of July last year (up to 525 words):
Kerry is a senior leader in Vodafone Group Enterprise, keeping 1700 multinational customers’ mission critical services connected through the talents of her 1200-strong global team. She drives award winning global digital transformation and service excellence by painting a compelling vision of the future and helping her people to be the best they can be. She is a passionate advocate of women’s career advancement within technology, and as a working parent herself, creates a flexible, outcomes based working environment.
Kerry is currently leading the largest Digital Transformation programme to date within Group Enterprise to deliver her vision of a future customer operation and a differentiated service within the industry.
Over the past 12 months she’s transformed a fragmented service operation, at pace into an empowered, single, customer focused, digital operation with full service transparency for her customers. This vast transformation is re-shaping our operating model, touching every single one of our working practices.
They’re already seeing some exceptional results: 75% of processes are digitalised and customers are now enabled to self-serve. Customer Touchpoint NPS has doubled and the team are resolving high priority client tickets 50% faster. And customers are seeing the difference: Barclays Partner Finance recently stated: “The best service desk experience we’ve received since 2013.”
Developing the most engaged team in Vodafone and a culture of Pride -Kerry recognises that digital transformation isn’t just about dramatically changing processes and technology it’s also critically about our people.
Last year, Kerry and her team created a bold internal identity called ‘The Red Line’ because outstanding people need to stand out. It symbolises our role and purpose – when an issue crosses The Red Line, we own it until it’s resolved. The team gather on Microsoft Yammer to share real life stories around 3 themes #BeProud, #WeCare and #TheSimpleThings – allowing globally dispersed sites to socially integrate. Over 2,000 stories have been shared and our Yammer community is ranked #1 most engaged in the company. Employee Satisfaction has risen by 27% and Customer Satisfaction scores have doubled. We’ve also received external benchmark recognition: “A world Class Initiative,” Microsoft stated they “haven’t seen Yammer used this well before” and customersacknowledged they “were blown away."
Adding to these achievements, Kerry and her team have also won a number of awards. The 2017 Bronze Stevie Award for Front-Line Customer Service Team of the Year; Customer SecurityExcellence 2016 for their Global helpline, IDC’s Digital Transformation award 2017 and are currently shortlisted for The Digital Impact 2017 awards for The Red Line.
Kerry is a dedicated mentor and coach, heavily involved in Vodafone’s Global STEM ReConnect programme. She provides support for women looking to return to work following maternity leave but may have lost the confidence or feel their skills are out of date.
Kerry is a dynamic and inspirational leader who values accountability, empowerment and innovation. She is a huge advocate of supporting diversity and inclusion which is reflected across her multicultural team. Kerry coaches people to play to their strengths and incentivises her management team on outcomes.
And in her spare time has been known to win the odd ChampionshipShow Jumping competition!
Provide a brief biography of the nominated executive (up to 125 words):
Kerry is a senior leader in Vodafone Group Enterprise, responsible for keeping 1700 multinational customers’ mission critical services connected through the talents of her 1200 strong global team.
Kerry drives award winning global digital transformation and service excellence by painting a compelling vision of the future, building the capability and helping her people to be the best they can be. She’s a dedicated mentor and coach, supporting women’s career advancement within technology. And holds a board position within a Vodafone European Enterprise subsidiary.
Since 1998 Kerry has focused her career in the area of B2B Telecommunications, customer service and large Enterprise.
Prior to her current role Kerry was Head of Business Operations – and responsible for driving Global customer service and operations excellence.