Water sector specialist business process outsourcing business Echo Managed Services, a part of South Staffordshire Plc, has announced the appointment of Hayley Monks as its new Managing Director, following an external selection process.

She will replace Monica Mackintosh at the helm of the business following Monica’s decision to take up a new external opportunity.

Echo Managed Services is a specialist outsourced provider of complex multi-channel customer contact services, comprehensive debt recovery solutions, revenue protection services and the developer of the multi-utility, Salesforce-native billing software, Aptumo.

Hayley joins the business from WNS Global Services, a leader in business process outsourcing across multiple sectors, including utilities. In addition, as a co-founder of the Womens Utilities Network (WUN) and a former consultancy business owner, Hayley brings with her a wealth of experience to lead Echo into its next phase of growth across both the service and software divisions of the business.

Charley Maher, CEO of South Staffordshire PLC, said:

“I am delighted to welcome Hayley to Echo and the wider South Staffordshire Plc Group. She brings with her vast experience and achievement within the utilities sector and is a key appointment for our Group as we continue to grow.

“I look forward to her joining us in the Autumn as she and the Echo leadership team continue to drive the business forward to deliver for our clients, employees and wider community. I’d like to take this opportunity to also thank Monica for what has been a significant commitment and contribution to the success of Echo over many years and to wish her every success in the future.”