1. Columba Zaal
Basingstoke
Mobile: 07973 318928 email: columba.zaal@gmail.com
SUMMARY
Highly enthusiastic, energetic and charismatic Operations Director with 25 years experience in various Oper-
ational/Customer and Supplier facing B2B & B2C roles for businesses with annual sales in excess of £350M.
A very determined and driven customer centric, solutions focused, pragmatic, challenging and passionate
leader who understands that the route to success is through excellence in people who consistently focus on a
right first time approach and deliver on their customer expectations.
An experienced board member and team player with the gravitas and ability to influence others to achieve
their goals across diverse cultures and functions. An excellent communicator at all levels, high personal integ-
rity and a reputation for delivering significant business change across multi function businesses.
Experience covering: Large National Teams, Multi Site and Mobile Workforce Management, Customer Service
Delivery and Experience, Customer & Supplier Management, Network Planning & Development, People De-
velopment & Performance Management, Health & Safety, Manufacturing, Supply Chain, Contact Centre Man-
agement, Sales Development, Tool Hire, Product management, Strategy Input, Business Transformation, In-
ternal Audit & Compliance.
CAREER HISTORY
January 2014 to November 2014 BSS Industrial (Part of Travis Perkins Group)
Position: Sales & Operations Director (£380M Annual Sales)
• Reporting to the Managing Director delivering Sales and Margin growth, ROCE, ROI and cost control
• £380M sales budget via a network of 65 commercial branches and 1000+ employees. Full P&L re-
sponsibility
• Network Property Plan, Trade Counter and Tool Hire development/expansion
• Operational Efficiency and Optimisation including Asset Management, Logistics and Product
• Sales Team of Regional Sales Directors with 100+ external and 200+ internal sales colleagues
• Relationship Management & Development - Operations, Customers, Suppliers and Manufacturers
• Operational Compliance , Health & Safety policy and Customer Service / Delivery Experience
Achievements:
• Network 5 year expansion and development plan introduced. Two new profile branches opened 2014
• Developed and delivered Trade Counter refurbishment and re- branding plan
• Hire IT – Successful completion of 2014 rollout, record sales growth, optimisation and asset manage-
ment
• Joint Operational and Supply Chain efficiency plan agreed for 2015 saving £500K per annum
July 2009 to December 2013 ATS Euromaster (Part of Michelin Group)
June 2012 to Dec 2013 Group Operations Director B2B Commercial (£230M Annual Sales)
• Reporting to the Group Managing Director delivering Sales and Margin growth, ROI and cost control
• Full P&L responsibility, Leadership, direction and development for 15 direct reports and c.1700 col-
leagues
• National Service Delivery Standards to Retail and Commercial (B2B and B2C) customers via a net-
work of 180 mixed Retail and Commercial Service Centres and approximately 1000 mobile service
vehicles.
• The “COMPREHENSIVE” network property plan and services strategy including reduced £1M cost to
serve
• Supplier, Contractor, Affinity Partner and Customer Relationship Development with sales colleagues
• Customer Response Centre 24/7 - 365 Operation including Sub Contractors & Fleet Inspection Teams

2. • Operational Compliance, Health & Safety Policy and Customer Service Delivery, Experience and Re-
tention
Achievements:
• Operational Optimisation and Back to Black strategy on target. Network Investment plan fully imple-
mented
• 6.6% YOY sales growth (all 11 areas ahead) and 8% (£7) improvement in retail transaction val-
ues£3.2M YOY Margin & £4.6M YOY contribution improvement, record productivity / GP per head
• Non contributing centres down from 26 to 1 and Top 25 improved centres contributing +£1.2M YTD
• Customer Response Centre productivity cost improvement YOY (year one) in excess of £238K
• Accepted for Michelin Senior Management Career Program (Top 4% of worldwide employees)
July 2009 to June 2012 Operations Director Retail (£100M Annual Sales)
• Reporting to the Group Operations Director delivering Sales and Margin growth, ROI and cost control
• Full P&L Responsibility, Back to Black recovery plan via operational optimisation and efficiency im-
provement
• New Retail Operations Strategy to include - new products & services across the network, a credible
national Retail / Light Vehicle service and repair platform, new internal / external rebranding program
and leading customer service experience, NPS reporting, On-Line proposition support for Marketing
Director
• Provide leadership, direction and development for 10 direct reports and 700+ colleagues
• Operational Compliance, Health & Safety policy including industry compliance and audit standards
Achievements:
• All 2012 objectives were exceeded, Back to Black on target and maximum bonus paid May 2013
• Contribution of £9.14M delivered v £8.8M target and Labour /GM of 50.9% v 51% target
• All five Key Retail target measures delivered and exceeded
• Network and branding refurbishment plan delivered ahead of plan
• Commercial service revenue target of 16.1% exceeded with a delivery of 16.8%
• UK and European award for Branch Sales and Customer Experience training program
August 2003 to April 2009 RAC Auto Windscreens (Part of Aviva PLC)
January 2008 to April 2009 Operations Director (£110M Annual Sales)
• Reporting to the MD, delivering £110M sales and 3 Year Plan which included a new 2009/10 operat-
ing model
• Business Transformation & recovery Plan, Network Plan, Business sale preparation and execution
to PE
• Complete 24/7 customer journey including Manufacturing, Supply Chain & Distribution, Contact
Centre, Customer Services, Resource Planning, L&D, Technical development / Training, Operations
via 100+ UK Service Centres/ 1800 colleagues and Operational compliance and Health & Safety
• Supplier & Customer Management, Union relationship/negotiation management and key contact
Achievements:
• Rapid delivery of 3 critical right-sizing projects with a business benefit of £11M (Apr 08 to Feb 09)
• Instrumental in system recovery of a catastrophic £8m Oracle ERP failed implementation
• Revised sourcing strategy generating £4.8M savings in 2008 and £2.5M (from £9M) stock reduction
in 2007
• Instrumental in sale of business from parent to foreign buyer within deadlines/constraints
• World class customer satisfaction levels of 98.2% in 2008 from 69%
• Delivered a “Right first time” fix of 96% & Net Promoter levels of 69.8% in Jul 2008 from 19%
• Successfully recovered £40m loss in 2007 to achieve a £15m loss in 2008 and projected breakeven
for 2009
August 2003 to January 2008 Head of Regional Operations (£30M Annual Sales)
• Lead a team of c. 800 colleagues in the Operational Service Centre Network
• Lead operational restructure and de-layering/downsizing while maintaining service delivery targets

3. • Develop and initiate “Car Park Repair” project and the local cash sales market by increasing sales
by 20%
• Established effective KPI’s that delivered optimal service to the insurance, fleet and cash customers
• Development and implementation of a “World Class” Customer Service experience
Achievements:
• Aviva LTIP award in March 2007 for excellent annual performance and best improvement in a year
• Delivered cash sales improvement by 55% to £2.4m per annum in 2007 / 2008
• Strategic review of operational structure completed removing 2 layers overall headcount reduction of
90
• Headed the “world class” concept and journey launched in Contact Centre, Supply Chain and Net-
work
• Colleague Satisfaction of 77.6% achieved and 3 of my 4 direct reports obtained top 3 positions
November 1990 to August 2003 BSM – British School of Motoring
June 1995 to August 2003 Regional Manager – South West and London Regions
• Reporting to the Operations Director responsible for 70 employees and c. 450 self employed fran-
chised instructors through a network of high street centres. P&L, Regional sales performance,
productivity and revenue accountability
Achievements:
• Top performing Region in 2002 and 2003 winning sales & performance competition for 2002
• Best YOY revenue surplus to budget
April 1994 to June 1995 National Internal Auditor
November 1990 to April 1994 Centre Manager – Portsmouth
July 1986 to July 1990 Self Employed Manager and Proprietor – Convenience Store
• Annual sales improvement £110K (1986) to £550K (1988) & “Grocer Magazine success article Oct
1988
July 1983 to June 1986 Prudential Assurance Co Ltd – SalesAgent
TRAINING
2001 April Group Strategy Planning and Business Stimulation
2001 RAC Recruitment and career management
2002 Mentor Media Interview Coaching
2002 Personal Strengths SDI Leadership & Strength Management
2006 Sewells Leadership and Business Transformation
2008 Diligencia Strategic Thomas Personal Profile Analysis
2009 OPP Ltd Myers Briggs & MBTI
2009 Finance for non financial managers
2010 Shine Leadership Characteristics & Team Building
2010 Shine 360 Feedback and Coaching
2010 Ideas Unlimited Leadership & Strategy
2010 ATS & Euromaster Customer Experience and Sales Journey
2012 Insight Learning Presentation Master class
2012 Henley Business School Social Media
2012 Henley Business School Business Success & Customer Service Excellence
2012 Henley Business School Getting to the Top
2012 Henley Business School Accelerating Performance
2013 Ideas Unlimited Leadership Team Building and 360 profiling
2013 Michelin Project Methodology
2013 IOD Executive Coaching 121
2013 JAC Operations Management Development Program
2014 Darren Myers IOSH and Staysafe Leadership Program
2014 Gareth Chick Coaching Successful Sales program

4. EDUCATION
1976 to July 1982 Chichester High School for Boys - 8 “O” Levels and 2 “A” Levels
PERSONAL
Married with 4 children
INTERESTS
Cyprus, Home & Garden, Renovation, Cycling, Motorsport, Motorcycles, Electric Guitar