Meet the Team

DAVID HERD

David is a highly regarded Board Member and acting Finance Director, who has been instrumental in the evolution of the North West Shared Services Forum to today’s thriving Shared Services Forum UK. Having been involved from its very beginning, David provides an active hands-on leadership role in the Forum’s developmental pathway and strategic direction.

In his day job, David runs his own professional consulting business, which specifically operates in the Shared Services industry. He has carved out an impeccable track record, having undertaken a plethora of assignments spanning many business segments. David is a well-rounded leader with a wealth of transferable skills acquired during a deep career covering financial controllership, shared service start-ups, BPO service delivery, people leadership and business change management in many global enterprises. He brings a wealth of experience and an engaging personality to the Forum and is never one to side-step a challenge!

David is passionate about the Forum’s continued evolution, its future journey and its ethos of promoting the exchange of best practice at all levels across the community, delivering events with the chance to network and to have fun along the way. He relishes the opportunity to challenge and strive for successful outcomes and never fails to put the interests of members first. “What excites me most about my involvement is that the Forum offers me a space to take part in something I am truly passionate about where the absolute bed rock is engaging with like-minded people either open to sharing their story or seeking guidance”.

LISA HOOLEY

Lisa has been involved in helping to shape Shared Services Forum UK since the beginning.  A visionary leader, Lisa takes a purposeful and positive-thinking approach to excellence. She is a genuine people-person, and prides herself on being her authentic self with everyone she meets - living and breathing her personal mantra that communication is key and people will always make the difference.

Her prior roles include Vice President of Shared Services at SPXFLOW Corporation, where she led a from-scratch build of Global Business Services for the EMEA and Amercias regions, covering services including Finance, HR, Customer Service, Travel, Controls and Central Facilities (as well as leading the Business Transformation teams and significant change projects) - and Managing Director of TetraPak Business Services, where she led and enabled Finance Shared Services across EMEA and delivered significant multi-functional transformation programmes.

Whilst a significant proportion of Lisa’s ‘day job’ working experience has been gained through leadership of Shared Services and Global Business Services organisations, she also has experience through her own Leadership and Change Advisory business, where she helped leaders to transform their business’s performance by enabling end to end operational excellence, growing high-performing teams and prioritising customer experience.  

Always purposeful and community-minded, Lisa is also Chair of Trustee’s for a local charity, and a valued coach/ mentor/ advisor within her networks.

LYNSEY OAKES

Lynsey is our dedicated Operations Manager who has been with the Forum since 2019. Lynsey is highly skilled and experienced in event planning, social media, advertising and marketing. Her role is responsible for the management of the overall operations of the Forum. This includes essential day to day management duties, training new hires and providing leadership to improve important policy and strategic decisions to help with the growth and evolution of the membership community and wider relevant business communities.

Lynsey is a self motivated, enthusiastic natural planner with great interpersonal and organisational skills. She has a keen eye for detail with excellent time management and communication skills. Experienced in advertising, sales, marketing, travel and events with expert knowledge of marketing and relationship management and a Shared Services concept understanding. Skilled in planning and project management, collaboration, structured administration, and negotiation skills with the ability to build productive business relationships.

Lynsey ensures continued member engagement sharing all the benefits and opportunities available as part of their membership, as well as planning, developing and creating the complete portfolio of SSF UK events, to create a holistic experience for members.

Lynsey continues to develop and nurture effective relationships with members and relevant and aligned professional bodies, sector experts, sponsors and collaborators, in line with the Forums’ ethos, goals and vision to support, grow and evolve SSF UK for the future.

VICKY LEECH

Vicky is our dedicated Networking Administrator and working closely with the Operations Manager, to help support, develop and grow engagement of SSF UK’s membership community. 

The Networking Administrator role underpins delivery of exclusive online and in person Network and Leaders events, flagship annual conference, and other Forum initiatives – and helps ensure the smooth running of operational and administration aspects of the Forum.

Vicky has strong core competencies of communication, planning and project management, collaboration, structured administration, and negotiation. Experience in the events Industry, marketing and knowledge of relationship management. Vicky is quick thinker, with good administration and communication skills. A capable organiser who is driven, self-motivated, who will take on tasks and deliver them from inception through to completion.

Vicky is the main contact point for Network Chairs and members and will support the Operations Manager to ensure ongoing network development and member engagement. Vicky will also help to develop and nurture effective relationships with relevant and aligned professional bodies, sector experts, companies and other facilitators, in line with the Forums’ goals and vision.

MATTHEW BENNELL

Senior IT Service Manager, Amey

Matthew is the Senior IT Service Manager at Amey after working there for 15 years and they are on a defining journey in their transformation into a fully-fledged Shared Services. The majority of Matthew's time has been spent in a customer services role, and he is now currently focused on enhancing the customer service element within his new IT role. 

As part of his current role, Matthew is also leading on business continuity and works with several of Amey’s initiatives around employee value proposition and social value.

JAYNE CLARK

Client Experience specialist at BDO LLP UK

Jayne joined BDO Shared Service Centre in June 2022, to create and lead the Business Relationship Management function. Having spent over 15 years in professional services within a large accountancy firm and regional law practice. Jayne has a wealth of experience managing cross-functional, multi-site teams across the breadth of the customer journey from marketing, brand, communications, business, and client development.

Jayne is especially passionate about developing client centric cultures and understanding the evolving and ever-changing customer needs and expectations to continually enhance the customer experience, deliver value, and drive sustainable growth.

NEIL GOW

Head of Shared Services IT Support & Customer Services, Equans UK.

Neil is a member of the Senior Leadership Team for the Equans UK Shared Services in Newcastle, and was one of 6 Senior Leaders who set the shared service operation up in 2014. The teams that Neil directly manages, supports the UK internal business and Equans external customers, 24x7x365 -  delivering critical contact help desks, logging, resolving and where required escalating requests and incidents. As part of the wider Equans national customer experience team, Neil is working to ensure every customers experience, from the initial omni channel contact to the final engineering visit, is professional, consistent, efficient and valued by our customers and the continuous improvement cycle is maintained.

Having been in the armed forces for 10 year, serving with the Royal Corps of Signals and the Royal Marines, Neil brings pragmatic determination to break down barriers and bring people together to deliver the right outcomes. After leaving the forces Neil worked in a number of front line customer support roles from the dealing floors of London, educational institutions and global IT Networks. He is a keen ultra-runner, competing in a number of events which challenge him mentally as well as physically.

NICHOLA MURPHY

Head of Transformation, HSCNI BSO

With over 25 years experience in both public and private sectors Nichola has delivered strategic change programmes alongside cultural transformation. Graduating with BSc(Hons), Nichola worked as a Senior Consultant with PricewaterhouseCoopers Consultancy for 7 years  in the Performance Improvement Supply Chain Management sector.

In 2006 Nichola joined the Police Service of Northern Ireland (PSNI) to create the first ever internal consultancy team which designed and delivered business improvement and transformational change across a diverse range of operational and back office functions. In 2016 Nichola was appointed Head of Firearms & Explosives Branch and embarked on transforming a failing and unsustainable operating model and delivered a first in UK fully digitised and automated (RPA) Firearms Licencing process. In 2020 Nichola was promoted to Head of Transformation for PSNI with responsibility for designing the organisational Corporate Plan, delivering Organisational Change Programme and leading on the Services Automation Programme. Nichola achieved a Masters in Criminology during her tenure in PSNI.

In January 2022 Nichola took up a post as Head of Transformation in Business Services Organisation (BSO) which provides Shared Services to all 17 Health Organisations across Northern Ireland.

A proponent of ‘Define–Design-Deliver’ Nichola brings expertise in business analysis, process improvement and intelligent digitalisation and automation into change projects she delivers

Justine Oxley

Head of Data Governance & MDM - International Shared Services, Hallmark UK & Ireland

Justine works within the Hallmark International Shared Service Centre heading up the Data Governance and Master Data Management team, she has worked for Hallmark for over 15 years and within large data processing companies for well over 25 years so comes with a wealth of experience on all data-related matters.

Justine’s years of experience also includes major data migration projects, working across multiple countries supporting new system and data integration as well as implementing best practice Master Data Management. Justine has built, developed and implemented Data Governance strategies across Hallmark International and developing data quality dashboards to capture right first-time data quality.

As a leader, Justine brings her passion and expertise for data quality and governance and her ability to influence internal and external stakeholders across the business to ensure it is seen as a key business asset.

KIRSTY COOPER

PTP Service Support Lead, ISS Facilities Group Ltd Central

Being the daughter of Sergeant major living and educated in Germany on our return to the UK and initially struggling with the English language Kirsty decided to go down the Finance route. She started her career in a Chartered Accountants and after 3 years an opportunity arose to work in Germany in a Shared Services start up, which is where she got the Shared Services bug and from there, she started her 20 year journey within shared services.  Kirsty has worked in multiple large international companies across EMEA, Asia and Americas including various functions within PTP, RTR, Global travel and US SOX.  Within that period, she has gained extensive experience of SAP, project management and continuous improvement.  At ISS Kirsty manages a team of 3 directs (36 indirect) across Transactional Processing, Query Resolution and Cash & Payments.

On a personal note, Kirsty is married with one teenage daughter and a 11-month-old cocker spaniel puppy.  Kirstie enjoys cooking, reading, and spending time on outdoor activities with the family.

LISA DENNIS

Director HR Services and Payroll for SPX FLOW

Lisa has been with SPX FLOW for 12 years in a variety of different roles - business transformation work, L&D, overseeing the PtP function…and finally moving into the realms of HR and Payroll Shared Services. Lisa’s current focus is Employee Experience - empowering people managers and employees to self-serve, along with ensuring that the right technology is in the right place, for the right employee group.

KATIE DUXBURY

Head of Payroll Services, Bupa UK

Katie has worked in Human Resources for over 25 years, specialising in Pay, Reward and Benefits.   She is a Chartered Fellow of the CIPD and a graduate of CIPP, with a diverse portfolio of experience from managing large scale change initiatives for large employers, to assisting SME’s with employment issues.

She currently works for our member organisation Bupa, leading the Global Payroll Services team as part of the wider People Operations space.  

A vocal advocate for financial wellbeing, she has been instrumental in implementing various initiatives that make every pound of pay count, including leading the roll-out of Earned Pay Access for UK and Ireland Bupa colleagues, a project that won the Project of the Year award at the annual conference in 2020.

Jessica Ritchie

HR Director of EMEA People Services, Raytheon Technologies

Jessica is a multi-award winning HR Director with +15 years’ experience, specialising in HR Shared Services, Global Business Services and HR transformation. She is the current Director of EMEA People Services, at Raytheon Technologies, the world’s largest Defence and Aerospace company, prior to which she held a variety of HR and GBS roles at Rolls-Royce. Jessica studied at Exeter University (where she is now a visiting lecturer on HR careers), is a Fellow of the CIPD, and lives in Derbyshire with her husband, daughters and cats.

JOANNA BAINES

Transactions Manager PTP, McBride Business Services

Joanna started her journey in PTP and the Shared Services environment in December 2006 as an Accounts Payable Specialist. Joanna has sixteen years’ experience in various roles within Accounts Payable, from specialist to management positions. Within that period, she has dealt with various systems (e.g. SAP, Ariba, MsInvoice, DMS) and processes within the Emea, Africa, Asia and America regions for such large multinational organisations as Shell, Accenture, IBM, HP, Lonza and McBride. Joanna has experience not only in transactional processing and team management, but also in quality and improvements areas. She is certified Green Belt and on course to complete her Black Belt this year. At McBride. Joanna is currently managing a team of 16 colleagues (including two PTP Supervisors). 

In terms oF education, Joanna has a Master’s Degree in Linguistics and a Post Graduate Degree in Finance and Accounting.

Joanna is passionate about people and networking. In her free time she enjoys cooking, painting and travelling. 

NICOLE MOORE

PTP specialist, WSP UK Ltd

Nicole Moore is a PTP specialist at WSP with over a decade of experience in the PTP functions across various industries, both within specialist and managerial positions.

Within WSP, Nicole manages the supply chain team along with a newly created central buying team, who offer multiple procurement services throughout the wider business.

Nicole provides leadership and proactivity across multiple entities to deliver continued effectiveness of their Purchasing System and ensures that their systems are reliably maintained and optimised to maximise the efficiency of the End-to-End Procurement function.

As a leader, Nicole brings a passion for problem solving and an expertise for innovation through teamwork. She demonstrates a keen ability to lead and influence internal and external stakeholders across the business, with communication and ideation skills.

GOSIA MENDYK-EBONINE

Source To Pay Global Process Owner, Lonza

Gosia has worked in Shared Service industry for 15 years in multiple international companies, gaining extensive experience of global processes across PTP, OTC and RTR workstreams. During her career she managed various operational teams when she gained transactional processing experience and also discovered her passion for process improvement and change management.

As part of her changed management experience, Gosia has delivered multiple PTP process improvement and automation projects including Concur implementation, Ariba, payment automation or invoice processing automation. In 2021 she took the role of STP GPO leading two strategic projects; touchless invoicing and indirect procurement transformation.

Gosia has an MBA degree, Prince 2 qualifications and Green Belt Lean Six Sigma qualifications.

MARTIN KIRBY

Head of Credit Collections and Risk, Business Stream (Scottish Water Business) 

Martin has been with Business Stream since January 2020. Martin has repeated success guiding global business strategy by establishing and developing credit, collection and fraud policies and objectives, aligned with the company's acceptable risk appetite for commercial, consumer and credit card lending. Extensive experience in developing risk management framework and scorecard analytics, ensuring compliance with internal and legal regulatory guidelines. Proven history of achievement working with globally recognised brands. Talent for driving optimised operational performance to achieve measurable financial targets and stakeholder satisfaction. Expert presenter, negotiator, and communicator; able to forge solid relationships with strategic partners and build consensus across multiple organisational levels.

Working with Scottish Water Business Stream has been a great opportunity, really working with the team to create a great process that is all customer focus and that delivers the best outcomes for the organisation.

NEIL CHICK

Senior Credit Manager, Grant Thornton

Neil has been with Grant Thornton UK LLP since October 2018.  Neil has extensive experience and strength in Operational engagement at all levels and a talent for developing processes, resulting in being able to add real value within the business appetite to drive improvement. Working closely with the Operational Leadership on Working Capital on continuous improvement and the firm wide value generated by the close working relationships.  Developing data dashboards for combined use by Credit and Operational teams have been key to improvements in collections and dispute resolutions. 

Neil heads up a large team, and their development is of great importance, ensuring an inclusive and diverse environment for everyone within the firm’s strategy is key.

LUBNAH ALAM

Director of Financial Operations, EG Group

Lubnah is a hugely driven individual who enjoys a challenge. Her passion is to drive change through people, process and systems whilst challenging the status quo. Having a clear, logical mind with a practical approach to problem solving and a drive to see things through to completion.

Lubnah has worked in multiple sectors:(Public/Manufacturing/Telecoms/Housing/Construction/Education) – now Retail. This has given her the experience and skills to become an accomplished leader in the Shared Services space. Recently completed an 11 month assignment in Karachi, Pakistan for Aga Khan University in setting up a Global HR Shared Services function.

Being a Qualified accountant and an ambitious people leader, with c15 years of experience of setting up and enabling Finance Shared Services, coupled with ERP implementations, Lubnah is passionate about Business Transformation and enabling a Growth Mind-set within teams, whilst injecting some fun along the way!

LAURE BROWNE

Director Record to Report EMEA, Bristol Myers Squibb

Laure is an Expert-Comptable (French CPA) and is an experienced leader of shared services accounting. She has been instrumental in the success of Global Shared Services programs in regional operation centers in Chester (UK), Manila (Philippines), Bratislava (Slovakia), Sao Paulo (Brazil) and Bangalore (India). 

Laure moved to the US in early 2014 to implement the North America Capability Center, supporting BMS US legal entities while strategically partnering with Global Process Owners and Governance teams to bring continuous improvement and efficiency. Laure relocated to the UK in 2020 to guide EMEA Record to report team through a large integration project.

For record-to-report operations, Laure has created efficient and effective reporting, reconciliations, the proper controls and has worked extensively to ensure comprehensive knowledge transfer for outsourced processes. She led an expansion of outsourcing for US and LATAM; and has ongoing quality management and oversight for US and Latin America record-to-report operations.

Laue is dedicated to the development of her team members and colleagues. She has been developing the profile and role of the accountant of the future, focused on critical thinking and analysis.

Laure is currently the Director Record to Report for EMEA for Bristol-Myers Squibb and has been working in the Shared Service Industry for over 20 years. She worked in a chartered accountant practice and audit firm before joining Bristol-Myers Squibb in 1999.