#244: Empowering Finance Employees to Deliver Excellent Customer Service by Jennifer Sturch

with Jennifer Sturch


Our Guest Mentor:

Jennifer is the Head of McDonald’s Global Business Services Finance for UK & Ireland, based in the Midlands, and has over 20 years’ experience in Finance & Accounting Services, People management, Customer experience, Controls & Compliance, Process improvement and augmenting Automation. 

Having originally joined McDonald’s as a Trainee Graduate Accountant, and becoming an associate of Chartered Management Accountants, Jennifer has benefited from a variety of roles and rotations through the UK Finance department, Shared Services and GBS organisation. 

Since starting her career Jennifer has developed strong systems, McDonald’s financial process knowledge and was an inaugural participant of UK Women’s Leadership Development program. WDLP elevated Jennifer’s leadership skills and embedded a passion for continuous learning, coaching and nurturing talent. 

Currently Jennifer is leading the UK & Ireland GBS Finance services, in generating value through reducing risk, continuous improvement, increase agility through people, process, automation and technology opportunities. 

The achievements of this high performing team have recently been recognised with winning 2018 West Midlands Finance Awards category for ‘Finance Team over 20’, and as finalists in 2019 WMFA and also the 2019 British Credit Awards. 

Key Quotes From the Episode: 

if you want your customer experience to be top you need you’re employee experience to be top as well.”[07:31] 

 [Being agile] you have to move with the business.”[24:08] 

You really have to think about what you want in life and what your motivation is.”[18:36] 

(Other resources and how to connect with Jennifer below). 

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Key Points From the Episode: 

Aha moment at McDonald’s on people first and service focus 

Best bit of advice Jennifer ever received on personal growth 

Learning and improvements made in response to the recent COVID19 incidents 

–  A finance perspective on the effect of employee first approach; 

  • be agile 
  • be resilient 
  • use of technology to communicate and understand the customers 

Time Stamped Show Notes 

[02:44 Jennifers love affair was finance and accounting. She had summer jobs in engineering factory where she learned practical applications of the accounting. Applying for a job at McDonalds was fun in the late 1990’s and loves the culture of working hard and partying even harder. For 20 years she had been through corporate finance, accounting centre, shared services, finance transformation projects and lately handling global business services.  

[05:10] – Jennifer’s Aha moment at McDonald’s on people first and service focus.   

[06:37] – The McDonald’s global business service is to ensure top costumer and employee’s experiences. 

[08:31] – A finance perspective on the effect of employee first approach; 

–  be agile 

–  be resilient 

–  use of technology to communicate and understand the customers 

[11:35] – Being agile and resilient to empower the team including those McDonald’s franchisee. 

[14:33 COVID19 effects to the McDonald’s as it test their business resiliency. 

[15:37] – Learning and improvements made in response to the recent COVID19 incidents. 

[18:13] – Best bit of advice Jennifer ever received on personal growth. 

[21:45] – Best way to connect to Jennifer.  

[22:23] – Jennifer parting thoughts to the audience to stay safe and healthy in this challenging times. 

Resources Mentioned: 

Books:  

Hardcover  

  • How Women Rise: Break the 12 Habits Holding You Back from Your Next Raise, Promotion, Or Job by Marshall Goldsmith and Sally Helgesen   

https://www.amazon.com/How-Women-Rise-Holding-Promotion/dp/0316440124 

Paperback 

Connect with today’s guest: 

LinkedIn Profile: ﷟HYPERLINK “https://www.linkedin.com/in/karlhkern/” https://www.linkedin.com/in/jennifer-sturch-b6236027/ 


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