Delivering outcome-driven leadership while overseeing daily department operations, I direct and coach assigned teams across nine separate workstreams. I also control a department budget; analyse and report on key performance indictors across the areas of customer support, quality assurance, and team productivity; and deliver routine performance reports to senior management. Highlights of my contributions include: ♦ Optimising department policies, processes, and practices to better reflect standards for performance management, to include updating language relevant to HR procedures. ♦ Navigating a complex transition to a hybrid work model, creating documentation and training resources to maintain service standards and continue to meet SLA agreements. ♦ Improving the quality of onboarding training materials and championing cross-training opportunities among existing teams to maximize the capabilities of the workforce. ♦ Introducing new reporting and feedback tools to enhance the tracking of performance metrics, realizing a boost in team productivity, work quality, and employee satisfaction. ♦ Championing a continuous improvement stance while conducting in-depth reviews of existing business processes to determine opportunities for improved efficiencies, transparencies, and cost savings. ♦ Stepping up to head the UK Business Resource Group, embracing initiatives to boost employee engagement and improve engagement in charity events across UK hubs.

Leading the people and performance management function, I provided oversight to a team of 75+ direct and indirect reports while guiding the implementation of strategic and action plans supporting the achievement of performance objectives. To this effect, I steered training, development, and performance management; handled all aspects of monthly metric collection and analysis; and produced key reports and presentations for delivery to senior business stakeholders. Highlights of my contributions include: ♦ Reinvigorating performance management within the department by better communicating expectations to team leaders and individual contributors and opening doors for requests for additional support. ♦ Adopting a proactive stance in response to high levels of short-term absences within the department, heading the effort to better enforce absence policies and improve compliance and reducing the overall absence rate to less than 1%. ♦ Proposing the development and integration of a Workplace Mental Health policy for the Newcastle office, reinforcing the company commitment to a culture of supportive leadership and engagement.

Here, I provided motivational leadership to a team of up to 15 direct and 10 indirect reports while ensuring the attainment of set performance targets. Highlights of my contributions include: ♦ Serving as a highly engaged coach and mentor to inspire personal and professional growth among cross-functional team members.

Leading an assigned team of ~20 agents in executing strategies within this contact centre operation providing outsourced sales, technical support, customer service, and other solutions, I also developed and sustained effective working relationships with clients, managers, and other stakeholders.