Wayne Lancaster
About Wayne Lancaster
Wayne Lancaster serves as the Operations Manager at Legal & General in Solihull, England, where he has worked since 2020. He focuses on enhancing customer experience and managing sales quality functions during business changes in the insurance and retail sectors.
Work at Legal & General
Wayne Lancaster has served as Operations Manager at Legal & General since 2020. In this role, he operates from the Solihull office in England, United Kingdom. His responsibilities include overseeing the integration of front and back office processes, as well as people policies, aimed at enhancing customer experience and development opportunities. He has managed sales quality functions during significant changes within the business, specifically in the insurance and retail sectors.
Customer Experience Improvements
In his role, Wayne Lancaster has focused on delivering improvements in customer experience. He has achieved this through engagement and process re-engineering across various departments. His initiatives have aimed to streamline operations and enhance service delivery, contributing to a more positive customer interaction with the organization.
Budget Management and Savings
Wayne Lancaster has implemented annualised hours contracts within a call centre environment, which resulted in a 15% annual budget saving. This initiative was executed while maintaining service levels, demonstrating his ability to balance cost efficiency with operational effectiveness.
Contact Centre Oversight
Wayne Lancaster has overseen large multi-discipline contact centres, managing budget responsibilities in both regulated and non-regulated service environments. His experience in this area highlights his capability in handling complex operational structures and ensuring compliance with industry standards.