Suzie Doyle

Results driven operations leader with over 11 years of experience managing high performing teams, driving complex change initiatives, and delivering end to end project management in the financial services sector. Proven track record of leading system and process improvements, managing cross functional stakeholders, and delivering sustainable solutions that enhance efficiency and customer outcomes. Skilled in risk management, training deployment, and technology adoption, with a strong focus on quality, performance, and continuous improvement.

Team Leader at Scottish Widows (2012-07 – Present)

• Lead a team of 20 colleagues in the Retirements operation, covering daily management, performance, HR matters, and risk controls.
• Successfully led the company's largest customer migration project, moving 2.5M customers to a new platform with no critical disruption.
• Manage performance and governance of offshore teams, leading weekly and monthly reviews across two sites, ensuring KPI delivery and root cause resolution.
• Champion risk management across the operation, leading engagement with 1st and 2nd line teams and chairing weekly stakeholder calls.
• Own and lead system and process improvement initiatives; collaborate with engineers, scrum masters, and the robotics team to identify and implement enhancements.
• Deliver training for all projects I lead, ensuring continuity and end-to-end ownership from design through to implementation.
• Achieved consistent top-tier performance across KPIs and operational targets month after month.

Team Leader at British Gas (2011-01 – 2012-07)

• Managed a 15 person contact centre team, delivering excellent customer service and complaint resolution.
• Consistently exceeded sales and quality targets.
• Supported various projects within the prepayment sector and acted as a first point of support for operational challenges.

Customer Service Advocate at British Gas (2007-01 – 2011-01)

Bar Manager at Luminar Limited (2005-01 – 2006-01)

– St David's High School