University of Westminster

Head of Client Services EMEA, at AIG

To provide the strategic lead for client services across Chartis EMEA region comprising in excess of 47 countries, 2 million sq.ft of real estate. 9,000 customers and an annual spend in excess of $20M. Maximise GOE/OPEX cost efficiency in headcount (internal and outsourced) and realising the benefits of the global service providers to release cost savings, duty of care and centralised MIS/reporting visibility. To proactively guide local management through the change processes associated with new service providers, ensuring local buy in and support of all initiatives. To provide a strong support lead and subject matter skill set in the multiple areas of client services and deliver the company vision across EMEA. 

To provide a strategic lead and holistic oversight and governance of work streams within the remit of client services, accountable to the regional director for service delivery and cost optimisation.

The areas of my focus within Client Services are 

- Hospitality
- Fleet Management
- Document Management services
- Office/Print supplies 
- Conference services 

Within each of these categories I have worked on local/regional sourcing projects which have led to local/recgional contracts to be set up as well as implementing the service across EMEA.

Head of Client Services EMEA

worked at AIG/Chartis for 5 years as the Logistics & Records Manager. Within this role I manage 4 teams nationwide with a total of 13 staff. My initial task at the start of employment was to over-see the day to day operation of the postal & archive teams whose functions were to complete the following

•	Storing, retrieving & indexing records.
•	Responding to internal/external enquiries around Records Management.
•	Preserving corporate records.
•	Arranging logistical needs of the firm. 
•	Sort the various commercial correspondences & distribute to the B/U within the company.

Prior to my arrival at the company Chartis received no form of monthly reporting from the vendors I manage. I worked with the vendor to compile data on the various activities of the business, monthly spend & volume. This resulted with me working with the vendor to analyse monthly MI and to monitor SLA’s & KPI’s. This information is reported to the board/exco committee for them to understand the growth/reduction in spend due to the nature of the business. 
As Records Manager I was heavily involved with the implementation of the retention schedule. I was named as the RMO for the UK on a global legacy review project. This required me to do the following 

•	Provide a policy framework to guide staff in the management of their records.
•	Advice staffs on legal and regulatory issues; often involving claims made or occurrence claims and the impact each policy will have on the retention period. 
•	Analyse the current inventory of UK records & determine the best working practice to lessen the impact on staff’s daily duties. 
•	Write a business case which detailed the full scope of the project.
•	Discuss strategies with key stakeholders 
•	Support in the development of consistent and effective records management standards and tools which underpin policy requirements

Kojo Kwarteng