1. STEPHEN BULL
Bahrain | +973 36993350 | Stephen.Bull@ParkwoodFarm.com
SUMMARY
My core skills are around delivering complex change (be this business, technology or
industry lead) into a competitive business environment and ensuring that this change is
fully embedded throughout the organisation. I am an ‘Analytic/Driver’ who enjoys
managing and developing people to achieve high levels of business success.
During my 24 years industrial (and 6 year academic) career, I have worked in a range of
industries (Financial Services, Utilities, Teleco, Energy and Construction) both in
operational and professional services roles. I have a degree in Computer Science
(followed up with 3 years further research into Artificial Intelligence) and progressed
from code development, business analysis and programme management through to
strategic change and operational management at senior and executive levels.
Throughout my career I have maintained a high degree of technical and business
awareness and am comfortable operating at both the detailed and CXO levels
(simultaneously).
The following is a summary of some key roles, responsibilities and outcomes:
 Banking 2.0: Delivered a ‘next generation’ retail eBank in the Kingdom of Saudi
Arabia. Focusing on a behavioural ‘Technophile’ segment (approx 250,000
potential customers), the Meem proposition uses internet and mobile banking
to provide a full retail banking solution for its customers (circa 15,000
customer acquisition in 5 months from launch) – including STP on-boarding,
product sales, account servicing and customer support. The solution is fully
integrated with social media platforms (including Facebook, Twitter, YouTube)
and used of Crowd Sourcing to create and refine the proposition during the 4
years from inception to go-live. Customers can perform all retail banking
functions online, obtain support from the bank and share
experiences/recommendations. The core values driving this enterprise are
Simplicity; Transparency; Technology (where it creates customer value) and
Service.
 Business Development: Professional service / IT advisory sales in excess of
$30m.
 Managing Large/Complex Programmes: Data Architect and Technical Project
Manager for largest relational database system in Europe (UK NIRS),
Programme Manager for UK Electricity Supplier during 3 deregulation
programme, Technical Architect for design and launch of multiple customer
management and billing platforms, Programme Manager for German resource
company web portal implementation, Programme Manager for global FMCG
including management/coordination of 135 country-based teams: delivering
multi year programmes frequently involving > 30 systems at a time.
 Working with Outsourcing, 3rd Parties & Off-shore: multiple transformations
involving outsourcing of business and IT functions to on-shore and off-shore
service providers including Wipro, HCL, and many other – including 6 months
as global head of outsourcing procurement to global telco.
 International Experience: delivered programmes and solutions throughout
Europe (UK, Germany, Sweden, Netherlands, Belgium and Ireland), US, Brazil,
GCC (Bahrain and KSA).
 Strategic Thinking: delivered business and IT strategies for multiple clients.

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 Mergers & Acquisitions: delivered business separation and divestment advice
and due-diligence during sales process for Gatwich Airport (from BAA) and
Volvo.
 Call Centres: Managed performance and operations of multiple contact centre
operations functions including Barclays Bank (4400 agents across 6 sites and
including outsourcer), Meem (50 agents) and Orange UK (4800 agents across 5
sites plus outsourcer).
EXPERIENCE
2011 ongoing Head of Direct Channels, Meem (by Gulf International Bank)
In this role I have been responsible for building completely new retail bank from ground
upwards. Meem, which is influenced by innovative ideas such as Brett King's Banking
2.0, focuses on the 'Technophile' (behavioural) segment in KSA through a business
model that offers retail financial products and services through a primary eBanking
(mobile and browser based) channel supported by a minimum number of 'stores' and
multi channel contact centre (including social media). I was responsible for designing
and implementing the bespoke proposition which included selecting/designing all
systems, banking devices (including bespoke Self Service Terminals - next generation
ATMs), processes and recruiting staff. Meem went into Beta in May 2014 and launched
to the public in January 2015. Following the launch I am responsible for Direct Channels
Operations and stabilisation of the proposition, deputising for the Head of Retail and
day-to-day operational management.
Meem is a next generation retail bank, based in the Kingdom of Saudi Arabia. Meem
puts the customers experience as its primary driver, utilising mobile technologies to
support anywhere and, any time financial transactions. Meem does not have a sales
force! Instead we rely on customers to promote and champion our services through
social media word of mouth. The 9 retail stores provide support services only - there
are no tellers, staff support customer self service. Likewise, the multi-channel, social
media contact centre helps customers with their day-to-day financial transactions using
our innovative eBanking mobile application. We believe our customers want simplicity
(no complex multi-tiered products), transparency (no hidden charges / rates /
complicated excuses), technology that makes their lives easier, and self service using the
devices that they are familiar with in their normal lives. Meem was developed by Gulf
International Banking in collaboration with 30,000 social media fans (collaborative
crowd sourcing).
This has been a 4 year programme during which I have been responsible as lead
programme manager and business owner for:
 Creating, refining and maintaining the proposition
 Obtaining regulatory approval from SAMA (KSA financial regulator) for our
innovative and challenging approach
 Requirement definition, system selection (69 systems including core banking,
card systems, CRM, contact centre), bespoke development of mobile eBanking
applications, acceptance testing and finally rollout and operations
 All eBanking channels (Android, iOS and browser), Social Media Contact Centre
(webchat, email, telephone, facebook, twitter, youtube and instagram), Store
Devices (including ATM, bespoke self service terminals, assisted service
terminals and all marketing platforms including signage)
2007 - 2011 Senior Manager, KPMG
At KPMG my role included leading the IT Cost Optimisation practise. In this role I have
managed engagements at: BP, Vodafone (acting head of contact centre procurement),

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BAA (IT due-diligence lead for sale of Gatwick Airport), GSK (delivered global - 135
countries - annual corporate tax payment process), Unilever (developed strategic IT cost
allocation model for America’s CFO), Ford (IT due-diligence lead for sale of Volvo),
Trinity Mirror Group, BBC and Virgin Media – identifying over $250m of cost saving
opportunities. I was a senior member of KPMG’s IT Advisory and Deal Services team
where, in addition to delivering IT strategy and programme management, I supported
CIO/CFOs during investment, divestment and acquisitions.
2005 - 2007 Head of Contact Centre Operational Performance & Direct Channels
Technologies, Barclays Bank (UK)
My operational role was to create a centralised call centre management operation for
the Retail Business Unit (circa 70 staff managing 4,500 contact centre agents). My
target was to transform call centre operations/performance while at the same time
ensuring revenue growth targets for 2005/6 (an annual growth of 30% per year);
maintaining a neutral cost base; and maintaining customer and employee satisfaction
metrics. These goals were all achieved.
Responsible for the overall technology roadmap for the DIrect Channel Business Unit in
Barclays Retail. Including developing specific technology solutions to meet the overall
Business Strategy. I reported into the direct channels board, provided regular service
performance briefing, developed business cases for technology solutions, and lead
initiatives involving technology solutions or architectural changes (including
replacement of contact centre telephony platform). I was responsible for identifying
technology led opportunities for business improvement and refining business led
requirements for technical solutions. This involved defining business cases, developing
board presentations and obtaining executive approval.
Throughout my roles at Barclays I was responsible for the interface between direct
channels retail business and IT, liaising closely with the IT service manager and IT
architecture team.
2003 - 2005 Principal Consultant, European Technology Consultancy
At BT I was programme director of the Strategic Call Routing programme (one of 3
strategic programmes implemented by BT Retail for 2003-2005).
During 2003/4 I was seconded to Orange (UK) as Acting Head of National Workforce
Management – Customer Services. I was responsible for overseeing the introduction of
phase 1 of the Virtual Call Centre programme which introduced queue rationalisation
and a new operating model to Orange Customer Services, this included managing a
team of 80 staff with the responsibility for forecasting, recruitment, scheduling,
deployment, call routing and front-line support for 4,500 Call Centre agents.
1995 - 2003 Associate Partner, Accenture (Formerly Anderson Consulting)
I was responsible for a diverse range of programmes (throughout Europe) from IT
Strategies to Design/Build/Run of the UK National Insurance Registry System (NIRS),
frequently functioning as both Lead Architect and Programme Director.
I lead the Technical Architecture practise (circa. 80 staff) within the Resources (Utilities,
Mining, Energy and Natural Resources) market unit, responsible for staffing, skills,
recruitment and training. My client list over this period included, Seeboard, London
Electricity, Powergen, ESB (Ireland), Transco, BP, RWE (Germany & UK), Electrabel
(Belguim), Vertex/TXU and Centrica. I had an annual professional services sales target
of $5m p.a. which was achieved.
1993 - 1995 Principal Consultant, Meta_Generics
1991 - 1993 Architect for European Gateways, ASK / Ingres

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1988 - 1991 Product Development Manager, Amazon Computer Services
EDUCATION
1985 – 1988 Research Fellow, University of Reading (UK) – PHd studies into Computer Aided
Architectural Design and Artificial Intelligence
1982 – 1985 2.1 (Hons) Degrees in Computer Science, University of Reading (UK)
PERSONAL
Currently Based Bahrain
Marital Status Married, 3 grown-up children
eMail Stephen.Bull@ParkwoodFarm.com
Mobile +973 3699 3350
DoB 22nd
September 1962
Further Info http://www.linkedin.com/in/stephenpbull