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New MD for Serco’s UK Citizen Services business

Published: 29 Apr 2016

Serco has appointed Faye Shaw as the new Managing Director for its UK Citizen Services business, which includes the company’s employment, skills and enterprise operations and employee support and customer contact services for the public sector.

Faye is currently Chief Executive of ACCESS, Serco’s innovative and award-winning joint venture with Glasgow City Council which delivers ICT and Property Services. She will take up her new post on 1 May, becoming responsible for over 30 contracts and 5,000 employees.

Commenting on her appointment Faye Shaw said: "I am delighted to have the opportunity to lead Citizen Services. I know just how passionate and focussed the team are on providing high quality services for our customers and driving more effective and innovative ways of working. I look forward to building on this and growing our capabilities in areas such as contact centre management, employment support and digital transformation.”

Faye joined Serco in 2009 as Commercial Director for ACCESS and over the past seven years has supported the Council’s transformational challenge, improved customer satisfaction and embedded a culture of continuous improvement. For the past year, she has also lead Serco’s own internal IT transformation in the UK.

Having trained as a Chartered Accountant with PricewaterhouseCoopers, Faye spent a number of years working as a consultant within the firm's Small Business Advisory Service, advising on all areas of business process improvement, systems selection and implementation before joining Scottish Power in 2004. Here, Faye directed Scottish Power's Sarbanes-Oxley compliance programme across both the UK and US businesses prior to being appointed Director of Internal Audit for the plc in 2007.

Liz Benison, Chief Executive of Serco’s Local & Regional Government division, commented: “Having been part of the senior team for a number of years, Faye already has an excellent understanding of the business and the needs of our customers. Her impressive commercial experience within the local government market, coupled with her proven ability to drive complex strategic and operational change, makes her well placed to strengthen and grow this important business.”