Introducing Philip Stubbs
Partner, Atlantic Insight
Philip Stubbs has delivered improvements and commercial benefits in many different operational environments, through the application of analysis, technology and best practice techniques and processes.
Philip has considerable management experience leading shared-services departments in a wide range of operational functions, including Cable & Wireless, GE Capital, Caudwell Communications, Littlewoods, Garlands Call Centres and N Brown plc. He has a strong track record of developing & coaching managers and analysts with analysis, technical and leadership skills. He has delivered significant increases to the value added by support services departments.
As a consultant, he had a four year spell with Trinity Horne Consulting (now part of Bearing Point). In 2015, he founded Drakelow Consulting, a niche consultancy business dedicated to delivering benefits through improving forecasting, planning, modelling and MI. This business is now incorporated within Atlantic Insight. As consultant, he has delivered improvements for organisations including Marks & Spencer, e.on, United Utilities, Dell, Aviva, Nationwide, Sensée, Studio Retail, boohoo, Gtech, ResQ and DPD.
Data, Analysis & Insight
Philip’s background is in Operational Research, the application of mathematical and analytical techniques to solve management and operational problems. His postgraduate research on energy demand forecasting improved accuracy substantially, and was published in one of the world’s leading analytical academic journals. More recently, he led the analysis workstream of a project within a US-based Edtech business, which delivered a $10m annual benefit. He also improved the accuracy of a customer churn model for a telco using machine learning.
Demand Forecasting & Operations Planning
Philip has strong expertise in improving forecasting accuracy – grounded in academic study at Lancaster University Management School, followed up with over twenty years of real-world experience applying best practice techniques across a wide range of situations. He has made transformative improvements to the resource planning / scheduling / Workforce Management (WFM) capability of many operational centres. He has project managed WFM system implementations, and delivered a huge number of WFM fixes and improvements.
Philip has specialist knowledge of what makes operational areas tick, and the levers that can be pulled to improve performance. He has pioneered methods, models, techniques and processes within omnichannel customer contact centres within different sectors – including utilities, telecoms, finance, retail and education. His modelling of operational centre improvements has helped unlock £millions of benefit.
Philip has helped improve outsourced operations – working for both clients and BPO operators. He has specific expertise in devising and improving optimum resource planning solutions, and embedding them within outsourcing contracts. He has also formulated reporting systems and risk & reward schemes that provide a balanced set of measures to drive performance and maximise value from the outsourcing relationship.
Philip has managed many projects to improve operational performance through the application of technology, for example with contact centre workflow. He developed a strong grounding in Six Sigma methodologies at GE Capital, and more recently became a certified practitioner in PRINCE2 methodologies.
Philip has a great deal of experience of selecting, defining and delivering reporting on the optimum measures to drive the best colleague performance. He has led initiatives to embed such measurement sets into management operating systems that, through excellent coaching, deliver improvements to performance and also employee engagement.