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My Operating Framework
My Operating Framework
“Great People, Great Business.”
From value chain development to value appropriation: building the people, processes, strategy and technology that turn customer awareness into realised revenue.
- People
- Process
- Strategy
- Technology
1. People
Getting the right people in place, building trust and operational discipline, and developing leadership pipelines.
In practice
- Built a stable, high-trust, fully governed department within five months (Creative Edge).
- Built and mentored high-performing teams by establishing leadership pipelines and upskilling talent.
2. Process
Designing the operating systems that let a business execute with discipline and repeat what works.
In practice
- Authored a six-stage client engagement methodology, now the standard operating model for all client work (Creative Edge).
- Established a formal rate card and break-even cost-per-hour model with margin-protected pricing.
- Established and led a company-wide data protection programme, reporting directly to the CEO (Jambojet).
3. Strategy
Connecting strategy with execution: shaping the proposition, the portfolio and the route to revenue.
In practice
- Expanded a single core service into a structured three-phase, 21-product portfolio, opening new revenue lines.
- Helped generate $11M in revenue from a $164K budget and grew the online share of revenue from 53% to 62% (Jambojet).
4. Technology
Building AI and technology around real business needs, where every shilling invested must contribute to business outcomes and revenue.
In practice
- Delivered a client's first customer-facing AI system: one knowledge base across more than 40 businesses with intelligent query routing.
- Designed and built a company-wide time-tracking tool and an AI-powered account intelligence tool.