“Nexus has resulted in a significant change within the organisation. Senior management have greater visibility and understanding of the day to day operational process, and more importantly the outcomes associated with them.”

Peter Thomas
Operations Director, Ageas Protect

What We Do

At dhp we help service providers, including leading financial services companies, utility providers, and public sector organisations, unlock and improve operational efficiency, whilst improving overall customer experience, aligning to regulatory compliance and achieving sustainable, profitable growth.

Significant investment is made in acquiring customers and retaining them, this is increasingly becoming more difficult - the ability to deliver both requires a commitment to improve service levels, demonstrate compliance and deliver at a lower cost base just to keep pace and maintain market share.

For the service provider, operating within tighter margins invariably means taking a closer look at the metrics and benchmark against Best In Class to identify where there is scope to improve the operation.

Operations seeking to deliver genuine transformation recognise that the back office operations will provide the pivotal role in creating service differentiation and represents the greatest opportunity for reduction in overall Operational cost.

The Back Office is the key battleground for the future and those operations implementing the right back office strategy will be well positioned and ahead of their competition.

Customer interactions with front line staff are decreasing as more customers interact with Operations digitally. Often, much of the efforts focus on technology or Business Process Re-engineering / Robotic Process Automation – with the requirement for high investment long lead times and often not materialising the targeted benefits.

Increasingly, our customers are finding quantum leaps in performance and measurable outcomes through our solutions.

About Us

Our unique combination of industry-leading software and proven consulting methodologies is a guaranteed way to make a quantum leap in Operational Performance. We enable Financial Services leaders to unlock operational efficiencies whilst improving overall customer experience, aligning to regulatory compliance and achieving sustainable, profitable growth.

Nexus enables companies and outsourcers to transform their back-office operations and acts as the ACD for the back-office, with comprehensive real-time reporting suite and end-to-end customer experience performance tracking and insight. Nexus provides complete, end-to-end visibility of workload, workforce availability and capability. Allocate work in real-time, irrespective of channel or geographic location.

Our breakthrough thinking in active performance management is focused on providing the foundations of management practice, skills, behaviours and operational frameworks required by front line managers to ensure successful delivery of consistent high performance and material benefit realisation.

Our team provides the active support and clear thinking needed to radically change your operations. We focus on behaviours and routines to facilitate confidence in decision-making and improve performance. Using software and measurement, we identify and eliminate tangible waste in process to deliver competitive advantage.

Why Us?

Nexus has been developed by operations managers for operations managers. With our extensive background in operations, we possess real understanding and insight into the challenges faced within this industry. We work with a transparent, honest approach meaning that what you see is what you get.

We roll our sleeves up and get down into the detail utilising our experienced team to drive outcomes and implement tangible, real change in businesses. Through the process we maximise their value to the customers, regulators, staff and shareholders.

Our experience and expertise of doing the job and also implementing many business improvement programmes has led us to develop a robust methodology, which is flexible enough to use any methods and approaches to suit the clients needs with tailored, individual solutions.

Why Use dhp?

Meet The Team

David Scott

David Scott

David has over 20 years’ experience in both the Retail and Financial Services sectors, his corporate career started in Retail with household names including M&S and WHSmith.

David moved into the Financial Services industry where his responsibilities have ranged from Head of Customer Services to Operations Director in Allied Dunbar, Eagle Star, Aviva and Zurich Financial Services with a proven track record of increasing Customer, Distributor and people engagement satisfaction levels, whilst significantly reducing expense base. He has led and managed large multi-site operations across a range of functions include voice, new business, underwriting, servicing and renewal, financial controls, annuities and claims.

Sarah Ellis

Sarah Ellis

Sarah is a very experienced and highly professional Business Change Consultant and Change Implementation Project Manager with over 15 years consultancy experience. She has a proven track record and has successfully delivered operational excellence to more than 20 major companies.

Carryl Peach

Carryl Peach

Carryl is an experienced Business Transformation & Change Consultant, stemming from a successful career in Operations and Change Management Roles across the public and private sector. Carryl’s management experience spans the last 15 years covering different industries working on and off shore, including Financial Services, Public Sector, Life and Pensions, Outsourcing and Professional Service.


Alan Williams

Alan has a background in financial services both Life and Pensions and General Insurance where he has worked as a senior manager. He has also worked within the transformation division of a top 5 Insurer.

Alan is a specialist in developing and leading tangible business improvements utilising proven methodologies including Nexus methodologies, Six Sigma and Lean, and Prince 2 qualified. He is highly respected for his experience of implementation in the Business Process Re engineering arena.

Chris Marlow

Chris Marlow

Chris Marlow has worked as a software developer mainly in the Financial Services sector for over 20 years for companies such as Halifax, Capita, Liverpool Victoria, Britannia, NAG, St. James’s Place, Hastings, Clydesdale Bank, RBS, NatWest and Coutts.

Chris is experienced in the entire development life-cycle from analysis and requirements gathering, process documentation, through to implementation and support. He mainly specialises in Microsoft development technologies such as ASP.NET, MS-Office automation and SQL Server on desktop and web.

James Beynon

James Beynon

James has 15 years’ experience in the Financial Services industry. A proven leader with a history of success in building teams and improving service levels through the application of performance management and adherence to the practise and principles of operational management.

James Hewitt dhp

James Hewitt

James has over a decade of experience of consulting globally across multiple sectors – primarily in Banking and Finance.

Providing Data Analysis and Business Intelligence solutions to some of the world's leading financial institutions, including Lloyds Banking Group and Barclays, James has operated in senior leadership roles from an early point in his career. He now specialises in the implementation of digital and technology solutions whilst working closely with our clients to develop their Business Intelligence capabilities.

Steve England dhp

Steve England

Steve has worked within the Financial Services industry for over 20 years including 15 years experience within operational transformation and change management.

Steve has worked on a variety of international change and transformation projects specialising in the transition of work from onshore to offshore and repatriation. Steven has a proven track record in the successful implementation of the practice and principles of operational management in all areas of Financial Services and is responsible for the integration and implementation of large scale Nexus software programmes.

Trevor Doyle

Trevor Doyle

Trevor has been working within the Financial Services Industry for over 15 years with a leadership background in both contact centres and back-office operations.

Having worked through the ranks to Senior Management level, Trevor is confident in leading divisions with typically 400-500 staff distributed across multiple sites. He has dealt with numerous cultural and structural changes and implemented continuous improvement programmes to cover both people and process issues in all functional areas within Financial Services companies.

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