Charlie Lloyd Email and Phone Number

District Operations Leader for employer and partnership relations across Mercia District covering Herefordshire, Worcestershire, Shropshire, Coventry and Warwickshire.

Senior Operations Leader for six sites in the Shropshire region January to April, Senior Operations Leader for Telford April to September 2021

• Ensure a focus on working as One DWP with colleagues inside and out of own immediate business area• Effectively lead teams through a coaching culture• Build effective relationships with colleagues and partners, working as one to deliver a dynamic customer focussed service• Ensure they drive focus on quality in service delivery for claimants, employers and providers• Ensure colleagues on site are suitably skilled and empowered to manage the customer flow in the office• Build own and teams capability, ensuring they have the skills and confidence to support their colleagues, including digital capability• Drive continuous improvement by suggesting ideas themselves and encouraging and enabling their people to suggest and implement continuous improvement activity and innovation• Have accountability and or responsibility for the health and safety of colleagues, customers and visitors• Ensure Business Continuity Plans are in place and maintained• Manage estates issues including making the best use of space and equipment• Ensure the jobcentre complies with the office layout and corporate branding

In this role I lead a team based across two delivery sites in the South West of England on a Skills Funding Agency contract delivering support to vulnerable young people who are not in education, employment or training. This role had direct line management responsibility including the development and delivery of training directly to exceed contractual objectives and the individual personal development of my team. As a new contract awarded, I was involved in the early implementation of the contract including the design of the delivery model, training materials, IT systems and manage quality & compliance.

Working on a target driven and fast paced contract, I consistently drive to achieve and exceed my targets which helped me move into the top 5% performers of the company in my first year. I have expanded my expertise to deliver support and training to colleagues, develop positive change within the company while liaising with external stakeholders to build future business. I have worked closely and confidently with internal company directors to produce financial audits of contracts and the delivery of innovation projects producing savings to the business while driving opportunities to enhance the generation of income and create future pipe line.Duties and achievements include:Management of income budget of £200,000 per yearRegional recognition as “Pace Setter” of the year for the South West region of learndirect Exceeded KPI’s in first year delivering £90,000 profit on predicted budget for 2014Analysis of supply chain contract saving over £150,000 Developed a strong network of relationships with employers and local authoritiesEnhanced the performance of our sister office, generating an additional £20,000 of incomeImplemented innovation techniques to turn projected income loss into profit in six monthsCreated and championed national online innovation platform producing savings of up to £100000Delivered accurate performance analysis recommending strategic business developmentBusiness to business employer engagement, sourcing and promoting candidates to employersPresented evidence at evaluation meeting achieving MATRIX Standard AccreditationContributed to learndirect achieving first place nationally out of 40 rival organisations

• Efficient diary management and organisational planning• Managed my own performance and identifying areas for personal development• Took an “every contact counts” approach to supporting clients• Making effective decisions using sound knowledge through research and expertise• Understood and upholding legislation and challenged non-compliance• Accurate data management while working to data protection legislation• Detailed understanding of employment law and initiatives to positively support clients • Enhanced customer service through insight and feedback to develop quality improvement• Built strong working relationships with internal and external contacts • Developed colleagues through facilitated and 1:1 learning and development training• Used positive motivation leadership skills to improve my own and team performance• Developed extensive knowledge of regional and national labour market contacts• Identifying skills of others to implement change and improvement in performance• First line IT support, resolving problems within the local office • Managed local office IT infrastructure projects such as workplace transformation • Analysing reports from the performance team to improve productivity