Client Projects
International Professional Services Firm
Growth Strategy
- Led the market and competitor analysis for the UK&I Advisory practice of a leading professional services firm
- Designed new methodology to predict account lifecycle growth over the coming 24 months through a mixture of quantitative and qualitative analysis; predicted results proved accurate to within 1% of final results
- Growth strategy analysis included market sizing, SWOT analysis of immediate and potential competitors, development of financial and staffing models and the presentation of findings to the UK&I Managing Partner and senior leadership team
- First year results after implementation of new growth strategy exceeded budgeted growth targets by £13.4M, and resulted in year-on-year revenue growth of 16% and profitability growth of 35%
International Professional Services Firm
Venture Incubator
- Led development of website used to crowdsource and develop new ideas and business models that could ‘break’ the traditional consulting model of selling staff on a time and materials basis, i.e. the development of revenue models that were not linearly linked to headcount
- Developed two business models, researching market conditions, sizing market opportunities, providing research on potential competitors, addressing potential conflicts of interest and creating end-to-end process maps to determine how the client could ‘tap the value chain’
Leading Postal Network
Business Case Review & Launch Support
- Led the business case assessment for the potential launch of an MVNO offering by a leading European postal network
- Key assumptions were tested against proprietary and industry benchmarks to identify areas of weakness that would affect proposition viability and long-term profitability
- Assessment focused on analysing current go-to-market offerings, pricing, and modelling predicted usage scenarios against industry trends
- Findings identified significant failings with the base-case assumptions and enabled client to revisit rationale underlying key choices, leading to the development of more robust customer offerings and increased business viability
- Report was favourably received by key client stakeholder, and led to follow-on work to review and update the client's internal financial models for tracking subscriber growth, usage rates, profitability and core KPIs
FTSE100 Energy Company
National Smart Meter Deployment
- Developed model to enable client to plan how best to activate new sales and delivery channels for Smart Meters over the next 3 years
- Analysed optimal channel mix and created plan for staged rollout to ensure the field force required to deliver the Smart Meter rollout maximised utilisation due to accurate supply and demand management
FTSE100 Bank
Interest Rate Hedging Products Review
- Led independent redress analysis to ensure that the bank efficiently and accurately refunded £1B+ in mis-sold interest rate hedging products to its client base of non-sophisticated small and medium enterprises
- Led development of end-to-end process flows to ensure that unnecessary loops and inefficiencies were eliminated at an early stage to allow team of 20+ redress specialists to achieve FCA-mandated targets in compliance with tight deadlines
- Developed new methodologies to improve outcome consistency and work rate, improving productivity by 87% when acting as team lead
Leading Financial Services Regulator
Process Performance Improvement
- Pratik led interviews to understand the 'as is' state of a financial regulator's current bank and insurance company authorisation process
- Output from interviews were used as aides to support and facilitate a process mapping workshop to understand areas of inefficiency and duplication, and prioritise areas for improvement
- Newly optimised authorisation process leveraged best practice to minimise risk of human error, eliminate wasted effort, and automate key decisions to improve both efficiency and decision-making
Leading Global Retailer
Private Equity Investor Lens
- Led the international benchmarking of a leading global retailer's in-country operations to identify areas of underperformance when compared against key industry metrics
- Benchmarking and hypothesis development for cost-saving opportunities were examined through a 'private equity lens', where the business was evaluated at pace across areas including: range, promotions, distribution, omni-channel usage, geographic distribution, staffing models, store opening hours, pricing, commercial negotiation and market competition from both traditional, premium and discount players
- Consolidated analysis identified over £1B of base case cost-saving opportunities (£2B in stretch case) over the following 3 years
- Report was positively received by CEO and executive team, with many recommendations adopted in Q1 following the presentation of findings
Leading UK Supermarket
Cost-Saving Implementation Plan Design
- Coordinated and supported workshops, and led individual discussions with COOs to obtain consensus on priorities for new cost-saving implementation plan (focused on range and promotions) to help the supermarket weather challenging economic conditions
- Priorities were co-developed into detailed implementation plan to enable the client to realise £300M of cost savings over 3 years
- Charted MI and BI flows throughout the organisation to identify areas of inefficiency, where there was the greatest scope for automation and standardisation
- Proposed cost-saving implementation plan was ratified by the Board, and savings had already begun to be realised in year 1
Leading Credit Card Network
Benchmarking & New Product Entry Strategy
- Coordinated with 20+ international banks and merchant acquirers across 6 continents to analyse their profitability, key cost drivers and go-to-market strategy
- Analysis included assessment of org structures, customer segmentation (focused on profitability and number of transactions processed) and understanding the impacts of regulatory changes in the card acceptance sector
- New global benchmarks noted as pioneering work, as there was no prior view on the industry's 'standard' profitability and cost metrics
- Benchmarks subsequently used to enable client to develop better commercial relationships with global partners, driving card acceptance in both mature and emerging markets
FTSE100 Airline
Contact Centre Technology Review
- Led analysis to understand the 'as is' and 'to be' states of a leading European airline's contact centre technologies
- Site visits across the UK, Poland and India enabled empirical evidence to be gathered to identify 'pain points' across the customer journey, both from an agent and customer viewpoint
- Quantified inefficiencies against benchmarks, and outlined a prioritised initiative roadmap to help improve service, both within the organisation and to their customers
- Findings fed into RfP for selection of a new contact centre vendor, and new technologies to be deployed (e.g. ability to offer webchat, app-based support, increased customer self-service et al)
FTSE100 Bank
Payment Protection Insurance Remediation
- Led Quality Control (QC) team to analyse and assess the work of Case Handlers as part of £10B+ project to reimburse customers who had been mis-sold Payment Protection Insurance
- Assessed the quality of deliverables produced by 7 members of the QC team, and as team lead, work rate increased c.20% with no degradation in the quality of deliverables
- Introduced ‘case clinics’ to help refine the bank’s understanding of FCA guidelines to ensure that a ‘customer-first’ policy was followed, reducing the number and cost of follow-up complaints referred to the Financial Ombudsman