UK / Europe Management Team
Michael Lumsden, Chief Executive Officer, Europe
In January 2012 Michael Lumsden was appointed CEO of Stellar Europe, a new arm that signals an expanded geographic mandate for Stellar and recognises the growing market demand for pan European services.
Michael has over 25 years of experience in senior roles in sales, product management and client management. He has a successful track record in business development and client management in complex long term relationships across banking, telecommunications and FMCG. His leadership in various strategic initiatives and programmes include mergers, acquisitions and divestments.
Mary Graham, General Manager Operations, UK
As General Manager of Operations, Mary has responsibility for the operational management and oversight of one of Stellar’s largest UK client accounts. In addition, and as part of a worldwide senior management network, she has been instrumental in developing Stellar’s reputation as a global outsource brand.
With more than 30 years’ experience in the UK and Canada working for blue chip companies such as Lloyds TSB and British Airways, Mary’s considerable contact centre industry expertise has paved the way for her success over the last fifteen years with the company. Mary’s dynamic hands-on approach has created a culture of innovation and excellence which places customer experience at the heart of our business. Her forward-thinking business style has not only established Stellar as a leading player in the UK outsourcing industry, but also brought a new dimension to Stellar’s outsourcing strategy and brought a new dimension to Stellar’s global success. Mary’s leadership and operational expertise was formally recognised by the UK’s Customer Contact Association in 2015 when she was awarded one of six “Women of Excellence” awards at their annual Gala Dinner.
Andrew Reid, Head of IT, UK
Andrew is responsible for developing, implementing and managing systems which underpin the delivery of Stellar UK’s contact centre services. Andrew joined Stellar in 2008, having previously worked with international blue chip manufacturing companies such as IBM and Sanmina-SCI, he brought a 20+ year track record in delivering creative and robust process improvements through application development, data analysis, and operational and project management.
Since joining Stellar, Andrew has successfully transferred his knowledge and skills to the contact centre industry. He has been instrumental in delivering our unique business intelligence system, iQ, which provides clients with a powerful customer insight and performance management tool.
Vanessa O’Brien, Head of Sales and Marketing, UK
As Head of Sales and Marketing, Vanessa is responsible for identifying and developing new business opportunities and managing client satisfaction across all Stellar UK accounts. Following an early career in market research within the economic development and media industries, Vanessa joined the contact centre outsourcing industry in the early 90s. She was responsible for growing one of the UK’s major outsourcing businesses from a 20 seat start-up to 2000 seat market leader in the space of 6 years.
Emma Foley, Head of Human Resource, UK
As Head of Human Resource, Emma is responsible for the day to day welfare of Stellar’s employees in the UK. In addition to her Human Resource Management responsibilities, Emma also supports the implementation of new projects / campaigns while proactively developing external business relationships with local government and recruitment organisations. Emma joined the company in 2010 bringing to Stellar’s growing operation, 16 years of operational experience from financial services and retail banking, delivering a track record of proven sales performance, improved staff engagement, process improvements and regulatory knowledge; having previously worked with brands such as TSB and Lloyds Banking Group. With experience as a senior Operational Manager and Centre Manager within Stellar, Emma has since progressed her career through the recent transition to Head of Human Resource in response to business needs.
Brian McKee, Marketing Manager, UK
Having spent over 12 years in the Electronics Personal Computer Manufacturing Sector - Digital Equipment Scotland Limited, U.S.I. UK Ltd (Universal Scientific Industrial Company), Smart Modular Technologies, – Brian progressed his career from manufacturing floor to middle management. Within middle management, Brian succeeded in becoming a Planner Buyer at U.S.I. UK Ltd – operating in JIT (Just-in-Time) environment where he was responsible for guaranteeing the supply chain to maintain factory production.
Brian joined Stellar in 2003 in the initial role of Telesales Representative, and has since held a number of roles within Operations, Business Implementation and Facilities before progressing to Stellar’s Sales & Marketing Department in 2006. In 2012, in response to a change in business needs, Brian assumed the role of Marketing Manager where he is responsible for a range of Marketing, Contract Management and Pre-Sales initiatives.
Gareth Dunlop, General Manager Operations, UK
Gareth joined Stellar over a decade ago, with the initial role of delivering industry recognised excellence in the field of learning and development. This role then evolved to focus on the promotion of Stellar’s market leading solutions. With a true appreciation of the impact a successful training team can have on operational performance, and in response to business needs, Gareth further enhanced his skills by assuming the role of General Manager of Operations on one of Stellar’s key client accounts effective 1st January 2016.
John Bennie, Head of Finance, UK
John joined Stellar Europe as Head of Finance (UK) in July 2013. With a financial background, originally in Investment & Fund Management accounting, John then changed direction and worked successfully in professional motorsport, around the world, for 10 years, before moving back into the world of Corporate Finance. In addition to his management and financial skills, John brings 7 years of experience specifically in the global BPO industry.
With a keen eye for controlling costs and protecting margins, John’s skill-sets fit well within the Stellar Europe Senior Management Team, driving the business to deliver profitable operations whilst still delivering competitively priced, value-for-money, services to our clients. John is also a keen advocate for the philosophy of Open Book Management.