Andy Berrow Email & Phone Number

London, Gb

Oxford, United Kingdom

The Head of Learning and Operations is responsible for the management and provision of a high quality examinations delivery service (both traditional written and on-line) and to provide a high quality customer service function to all institute learners. Working closely with colleagues within the team, directorate and organisation, the Head of Learning Operations manages all operational aspects of examinations delivery, admissions and applications for exemptions and work based skills. This role is responsible for overseeing the provision of operational services to students (the Learner Journey) from the point of admission to becoming a qualified Associate or Fellow of the institute, Principal Accountabilities: To oversee the management of processes and procedures relating the efficient operation of all ExaminationsTo oversee the management of processes and procedures relating the collection of examination income To assist with identifying changes in demand for examination services over timeTo oversee process improvementsTo support budgetary processesTo facilitate internal and external communicationsTo oversee the maintenance and development online delivery and CRM database systems Knowledge and experience Essential Experience in successfully leading teams and managing and developing people

Enfield - N London

Full responsibility for budget of £3.6m and 75 staff including Call Centre Manager and three Regional Managers. Member of Executive Team that set the strategy for the business which included in 2010 a successful major transition programme completely changing the business modelFace to face monthly one to one and departmental meetings with direct reports to share information, seek feed back, review performance against agreed targets, ensure that development needs were being met as well as being available as required for day to day coaching and mentoring• Leading and motivating remaining 20 staff to achieve all targets and provide high level of service to the very end despite the distractions and challenges of the contract closure• Successful formulation and implementation of closure and move plans including document retention strategy, data transfer and asset disposal policie.• Redeployment of staff

• Negotiation of new service model with funding body (LDA)• Successful implementation of new service delivery model across all Operations teams• Achieved Output targets despite a substantial change from the previous years• Financial targets met (less then 1% tolerance from budget)• “Exceeded Expectations” of CEO as recorded in annual appraisal

• Consistently met or exceeded personal and team objectives. In 2008/9/10 rated as “Exceptional”• Managed budget within agreed tolerances• Deputised for Operations Director on numerous occasions • Major involvement in the design and implementation of Operations business model increasing the average Intensive Assist per BLA from 80 to 120 over two years• Maintaining customer satisfaction at 90% as well as increasing efficiency in IAs.• Effective Contact Centre training plan implemented • Devised “Exploring New Markets” workshop that involves UKTI and Serco as well as BLIL as presenters. Excellent attendee feedback• Worked with London Development Agency on implementation Diversity Works for London project within Business Link London

Banking Diploma

O And A Levels

Education record