Specialisms:

• Change Management & Delivery
• Operational Excellence
• Stakeholder Engagement & Trust 

Tom is a Management Consultant at BFY Group, specialising in operational excellence and programme delivery. With over a decade of professional experience, spanning engineering, financial services, and the energy sector, he combines analytical rigour with the stakeholder intelligence needed to drive meaningful, lasting change.

In recent engagements, Tom's delivered measurable operational improvement within a complex complaints environment, reducing average handling time by 36%, WIP volumes by 27%, and average case age by 32%, whilst simultaneously strengthening leadership capability across the team to support sustained change. He has also contributed to BFY's award-winning Leadership Excellence programme with bespoke senior leadership content design and co-authored a report for Energy UK on the future of the retail energy market.

Earlier in his career, Tom led the change programme for a cross-site SAP S4/HANA implementation, coordinating a 52-person satellite site with an 800-strong central operation, and earned his Green Belt in Lean Six Sigma through a concurrent inventory and cost reduction programme. He subsequently joined Capital One as a Process Manager within a 60-person complaints function, where he implemented a customer-facing digital service interaction and improved the resilience of automated processing tools across a portfolio of approximately 3,000 open cases.

Tom is at his most effective when trusted with the real problem. He builds credibility quickly at operational and leadership levels, asks the questions others avoid, and designs solutions that teams can genuinely own and sustain.