The phase-in of the additional services at our Volkswagen contract was not a normal project…start date 19th March 2008…completion date 20th March 2008. With the liquidation of Carter and Carter, Serco had just two days to capture the existing operation and transition of 340 staff to our own systems and processes. The challenge included dealing with the termination of existing contract arrangements with four different companies and the integration into the Serco payroll system in time for payment of salaries. Transition Director, Bryan Keegan’s excellent management skills ensured that Serco not only succeeded but the customer also witnessed an amazingly smooth transition which far exceeded their expectations.

Kath O’Dwyer joined Serco in May 2007 with responsibility to turnaround the newly won Social Care contract within Stoke-on-Trent Children’s Services. The staff saw Serco’s takeover as a threat and a culture of fear and distrust faced Kath. However on taking up her position, Kath was clear from the start about her message: “the needs of the children of Stoke must come first”. Kath began a programme identifying capabilities, resources and the change required to achieve the objectives. Through her passion, enthusiasm, energy and good humour Kath has won people over creating a motivated and buoyant team. Most importantly the children of Stoke are reaping the rewards of her endeavours.

Rumila Sadhu is a perfect success story of a small town girl enjoying great success in the corporate world. She is an inspiration for all aspiring leaders in business. Having joined the company eight years ago, as a Customer Service Executive, Rumila today manages a team of over 2500 staff and is the single largest contributor of revenue to the Serco BPO Division. Rumila is a leader who cares immensely not only about the company but about her people, she has created one of the best work cultures within her team and has spent time and effort in developing and nurturing leaders. Her team was nominated for the Innovation award by HSBC, Hong Kong and Whirlpool awarded the team with the Best Partner Award.

Trevor joined Serco in 1999 as Assistant Director of Programmes at Doncaster Prison but quickly moved to Contract Director at Hassockfield Secure Training Centre. Trevor has remained in this emotionally demanding leadership role for the last eight years and it is this continuity which has enabled Hassockfield to become the recognised sector leader in the provision of custodial services to this group. Trevor’s approach is apparent whenever he walks around the centre, the children know him and want to talk to him, more importantly he clearly knows them and delights in engaging with them. Children in the centre rate their time at the centre far higher than other experiences due to the respect they are treated and the absence of petty rules. Trevor’s care for these children doesn’t stop at the gate as he is equally passionate about the contracts commitment to support his children after release. He has been energetic. In pushing local statutory authorities to make more joined up support available to children leaving Hassockfield.