Soft Services ManagerPhoenix Group, a closed fund life assurance company with its Head Office at Wythall, Birmingham. Management of service delivery for: - reception, manned 24/7security, cleaning, mailing centre services, document archiving, in-house catering service, waste disposal and recycling, facilities helpdesk, contract review for internal landscaped features, grounds maintenance, staff transport services, Service Charge budget set and reconciliation. Achievements- Procurement – Slashed group stationery costs by approx 35% due to renegotiation Negotiated a payback agreement with utility procurement company – company saving of £10k per annum- Sourced new waste supplier – saved £30k p.a. and achieved zero to landfill credentials - Directed the installation of new Security Access system with proximity readers as opposed to swipe access cards – 200 access doors changed over phased 6-week period – no disruption - Production of service charge budget/accounting and reconciliation – saving 25k pa on feesResponsibilities- Oversight management responsibility for in-house catering service for circa 1000 staff – included coffee shop facility and catering for events/meetings. 17 FTEs including Head Chef- Formulated budget for Annual Operating Plan and brought in £3m spend annually within budget- Security – Direct management responsibility for 24/7 Security contract and processes/protocol- Contractor procurement and management of both in-house and sub contracted services- Development of direct line reports using mentoring, coaching and monthly/quarterly appraisals - Review and sign-off of Health & Safety documentation – RAMs, Safe Systems of work - Stakeholder Relationship management – regular liaison with key stakeholders to ensure that Facilities were supporting the internal customers to deliver their targets.

As the Hard & Soft Services manager role was virtually divided into two elements, this role incorporated the responsibilities below and those of the Soft Services Manager (above.Achievements - Health & Safety – produced & presented on-boarding Health & Safety induction sessions - During a period of high change, planned best allocation & utilization of building space/resources- Budget spend brought in within AOP allocation for 5 consecutive years - Reviewed and streamlined departmental processes to increased efficiency and transparency- Outsourced winter gritting process – saving £2k p.a. on machinery maintenance and in- house staff costs.Responsibilities - Contractor Procurement and Management -oversight of contractors to deliver all aspects of maintenance of site infrastructure, review and sign-off/challenge RAMS, Safe Systems of Work. - Formulated budget for Annual Operating Plan and brought in £7m spend annually within budget- Management responsibility for in-house plumbing, electrical & handyman services. - Management of specialist contractors – plant maintenance, HVAC, building inspections and maintenance, roadway/ground works and office moves. Side move to Soft Services Manager role due to departmental restructure of roles, acquisitions and company growth required increased headcount to manage the Facilities function.

Managed the Mailing Centre (35 FTE), Handled document scanning and indexing and central filing. Reviewing processes to enable an end-to-end workflow process which in essence meant that from 8 sacks of mail per day, over 85% of that work would be opened, scanned, indexed and available to view in the Call Centre by 2pm the same day.

Accountable and responsible for the review of all procedural documentation with the Facilities function. Created and implemented a new starter process which enabled the collation of new starter data and with one communication to send out to IT, HR, Facilities, Security and Health and Safety to ensure that on-boarding activity was seamless from Day 1 of the new starter arrival.

Provision of Executive Assistant role for the Core Programme Manager. Full range of PA activities to support the Programme manager to deliver a £63m workflow project. Coordination of meetings, diary management, agenda production, taking and distributing minutes and producing presentations for the Executive Committee. Following the completion of the project, the Chief Operating Officer felt that I should be promoted to Team Manager within Site Services.

PA to Director Quality, presentations, meetings, project activity and organising overseas visitor schedules and overseas engagements. Liaison with Executive level within Royal Mail to organise business breakfasts with Royal Mail Chairman and Directors with full Director profiles being produced.