In this contract/project role I have been tasked with the rejuvenation of an underperforming service line which had undergone a challenging system change in the past year resulting in negative outcomes for service delivery and customers.My role has involved undertaking analysis and review of all aspects of the operations and service delivery of the ‘Premium Care’ service, identifying solutions and project managing implementation of initiatives across software systems, processes and procedures, people and structure, Sales and Product areas, in order to improve the customer experience and operational efficiency of the service. Progress has involved: · End to End customer Journey and case management process mapping and review, followed by implementation of ‘quick win’ process changes to reduce wait times for customers and improve the customer experience.· Review and simplification of ‘Premium Care’ product T&Cs and product positioning in liaison with Product, Brand and Sales teams.· Review of the Case management system & applications used to identify productivity enhancing System improvements and present recommendations to Executive on whether to retain or restart.· Initiating System enhancements in liaison with the Tech infrastructure teams to improve system navigation and reduce inefficient steps in workflows.

International SOS - Assistance provide medical and Security advice and logistical support to thousands of global Clients including 450 in the Australasia region. The Assistance Centre services range from provision of simple medical advice, through outpatient and inpatient assistance, to arranging Bed to Bed transfers of patients internationally and domestically via Air Ambulance or commercial airlines.This role involved an expanded scope of responsibilities to that of Senior Operations Manager (outlined further below), now with oversight of our Aviation desk, Major Government Contracts and Medical health-check services, while overseeing an expanded team of 35 direct and indirect operational reports who worked closely with 30+ medical professionals. In this role I spent extended periods (6 mths+) in the capacity of acting General Manager of Assistance Australasia;

Commencing with International SOS in October 2011 as Assistant Operations Manager, I was promoted to Operations Manager in September 2012, and Senior Operations Manager in January 2014. Overseeing up to 20 direct and indirect reports, my responsibilities included:· Oversight of contact centre inbound service delivery, phone service levels, case volumes, productivity and case quality; ensuring appropriate resources are allocated/rostered accordingly & service levels consistently met.· Oversight and direction of all Emergency Medical Transport cases in liaison with Medical Directors to ensure smooth logistical arrangements within Medical Transport standards for Bed to bed transfers by Air Ambulance or escorted commercial movements, in close liaison with service providers, clients, insurers and patient stakeholders.· Problem solving and complaint handling, guiding the team towards expedient customer focused responses & solutions to challenges during case management.· Quality Management in liaison with the QL&D team, implementing training/ coaching& process change to address quality trends and driving adherence to Internal Quality standards and systems.· Process/procedure review to achieve optimal productivity & best practice, building and managing new procedural documents and process flows when required.· Supporting Sales team in the end to end client management process from proposals through on-boarding, client meetings & renewals.· Ensure compliance with, EEO, OHS, corporate standards, guidelines, processes & procedures, accountability for applicable audit standards.· Training, coaching and development of direct reports including monthly 1on1s, periodic review and situational feedback & coaching. Performance management.

Extensive travel through S/S.E Africa (Sth Africa, Namibia, Zambia, Mozambique, Malawi, Tanzania), Middle East (Turkey, Syria, Iraq, Jordan), South Asia (Nepal, India, Sri lanka) and S.E Asia (Myanmar and Thailand)

Backpacking through Brazil, Argentina, Chile, Bolivia, Uruguay, Peru, Ecuador, Colombia and Cuba.

Travelodge Hotels were the largest Budget Hotel Business in the UK. Commencing as Operations Manager of a 250 room facility before being promoted to Operations Manager and then General Manager of the 400 room Covent Garden Flagship property with a team of 50. My role involved overseeing all operations of the property (Service, Rooms, F&B, Back of house, Facilities), including:· Monitor service and manage resources across multiple departments (reception, housekeeping, F&B, maintenance etc) to optimise service delivery.· Solution finding in response to service, supply and maintenance issues and incidents, in liaison with contractors, suppliers and corporate departments, driving improved delivery of service to the business.· Succession planning. Recruitment, induction, training, coaching and development of line managers, performance management and periodic appraisals.· Forecasting, planning of wage and expenditure budgets and tight control of costs.· Monitor performance against KPIs, strategize responses to improve performance.· Compliance and audit control; OHS, cash and financial controls.