Shine heads up a diverse team based in the UK, USA and Australia implementing various case management solutions around the world. He brings with him, 12+ years of experience in leading such implementations across various sectors including banking, insurance, travel, transport and government. At the core of Shine's expertise in Operations management & Product management is his disciplined focus on understanding the business context, simplification of tasks, exceptional skills at problem-solving and meticulous attention to continuous improvement.
Shine has worked on Civica iCasework's cloud vision for the last 10 years and has helped design and develop the SaaS solution and the COTS product currently used by over 100 businesses and government entities globally. Leading successful system implementations of Complaints management, referrals, GDPR, coroners & employee relations casework is second nature for him. Notably last year, Shine played a key role in leading the complaint handling transformation at DirectLine Group, HM Courts and Tribunals, Expedia, Experian, Vodafone and National Express (Global).
Other implementations include privacy request case management, permit management, appeals processes, approval processes, incident reporting and correspondence management.