Paul Burton - Fractional Business Transformation Director  | Customer Service and Operations Director

EXECUTIVE POSITIONING

Fractional Transformation Director  | Customer Service and Operations Director within the Talent Hiring Experts fractional leadership suite, empowering high-growth SMEs with seasoned executive-level guidance on a flexible, as-needed basis.

I bring 25 years of proven C-suite and senior leadership experience across aviation operational delivery and  major transformation programmes, international and domestic rail service transformation programmes, private healthcare and telecoms M&A integration; to help ambitious SMEs bridge leadership gaps without the cost or commitment of a full-time executive hire.

Focus Areas

  • Delivery of complex transformational change - delivering significant and sustainable improvement to commercial and operational performance, cost, organisational effectiveness, and brand value

  • Enhancing organisational capability and competency through the effective engagement, constructive challenge, motivation, empowerment and support of dependent teams and individuals

Typical Support Includes:

  • Diagnosing priorities and leadership gaps through rapid assessment and alignment with founders/CEOs

  • Creating a practical plan with clear ownership, milestones, and success metrics

  • Hands-on delivery and coaching to embed lasting capability within your team

  • Reporting and accountability against agreed outcomes to ensure measurable progress

Proven Outcomes

  • Implemented integrated CoreHR/WFM/Payroll system and processes in IRL, GBR, and JER (9330 employees), replacing legacy solutions; driving organisational engagement and compliance, standardising and simplifying HR processes, and enabling operational efficiencies   

  • Turned around a business critical failing B2B service for automotive service company, mitigating loss of strategic client and protecting revenues exceeding £90 million 

  • Transitioned and integrated specialist healthcare businesses delivering targeted synergies whilst ensuring continuity of service and safety to 67,000 patients, each with acute healthcare needs

  • Defined and implemented customer service vision and supporting management structure for domestic train operator enabling award to extend its operating franchise

  • Fully integrated 17 acquired companies for telecoms business within a period of 24 months, exceeding targeted synergies

  • Led successful implementation of a £440m capital investment programme for a major international airline transforming customer service and operational performance at its hub

  • Delivered a 40% improvement in operational performance whilst reducing unit operating costs by 25% enabling successful commercial product launch for major global freight carrier

 

My approach combines strategic insight with pragmatic execution — always prioritising quick wins, knowledge transfer, and building internal capability so your team thrives long after my engagement ends.

Credentials & Availability 

  • MBA - Lancaster Management School

  • Based in Guildford / South East - able to travel  - domestic/international as required

  • Available 2–4 days/week or project-based

Work With Us