As the Wellbeing Assurance Lead, I oversee the optimization of absence management processes in theStockton Back Office and WHAM (Wales, Herefordshire, and Midlands) regions. Collaborating closely with management teams, I identify and address process gaps that contribute to poor absence management. By leveraging management information (MI) and conducting thorough analyses, I proactively drive initiatives aimed at reducing and preventing absences. My role involves fostering a supportive work… Show more As the Wellbeing Assurance Lead, I oversee the optimization of absence management processes in theStockton Back Office and WHAM (Wales, Herefordshire, and Midlands) regions. Collaborating closely with management teams, I identify and address process gaps that contribute to poor absence management. By leveraging management information (MI) and conducting thorough analyses, I proactively drive initiatives aimed at reducing and preventing absences. My role involves fostering a supportive work environment, enhancing staff wellbeing, and ensuring compliance with robust absence management practices. Key responsibilities include:•Stakeholder Collaboration: Engage with regional service delivery managers, senior operational managers, HR, and heads of LOT to address absence issues and implement effective interventions.•Reporting: Generate and present comprehensive weekly and monthly reports, conduct trend analyses, and manage escalation processes.•Strategy Development: Design and execute absence management strategies to minimize and prevent sick absence, while promoting a supportive workplace culture.•Quality Assurance: Implement quality assurance processes, monitor compliance, and ensure timely completion of welfare calls, OH appointments, and return-to-work interviews.•Training and Development: Identify training needs, create, and deliver targeted training sessions, and championing ED&I (equality, diversity, and inclusion) initiatives within the organisation.Key achievements in the role include:• Implemented a sick absence reduction strategy in the Stockton Back Office region, resulting in a decrease in sickness absence from 13.1% in October 2023 to 8.2% by May 2024.• Implemented a sick absence reduction strategy in the WHAM region, resulting in a decrease in sickness absence from 12.8% in October 2023 to 8.3% by May 2024.• Led the development and presentation of materials for Men's Health Week 2024, including creating content focused on men's mental health. Show less

Service Delivery Manager(September 2022 – October 2023) Line Manager for remote team of Health Practitioners who undertake review of PIP (Personal Independence Payment) claims on behalf of DWP. This includes carrying out the initial review, requesting any further evidence, ensuring any reports are completed and cases moved on in a timely fashion in line with SLAs and ensuring quality standards are met. Also, working closely with CSL (Clinical Support Lead) to be pro-active around… Show more Service Delivery Manager(September 2022 – October 2023) Line Manager for remote team of Health Practitioners who undertake review of PIP (Personal Independence Payment) claims on behalf of DWP. This includes carrying out the initial review, requesting any further evidence, ensuring any reports are completed and cases moved on in a timely fashion in line with SLAs and ensuring quality standards are met. Also, working closely with CSL (Clinical Support Lead) to be pro-active around any support required and to maintain clinical knowledge within the team.• Responsible for performance management, absence management, career development, employee engagement and all disciplinary and/or grievance matters arising in the team. • Effective management and deployment of employees to ensure that deadlines and targets are met within agreed timescales. • Producing and making active use of statistical data and work management reports to effectively manage workloads. • Provide performance reports/ data as and when required. • Support Service Delivery Teams in building and maintaining positive customer relationships. • Manage multiple teams with a variety of job content and performance targets.• Responsible for rota management to ensure accurate forecasting data is provided to the business. • Reduced team absence from 13.1% to 7.9%• Reduced level of ‘U’ grades in team from 3.1% to 0.6% • Developed training and induction pack for new managers into the region, with responsibility for initial induction also. Show less

My initial role in this independent pharmacy was to develop and establish the wholesale area of this business.Responsible for the management of warehouse and logistics, as well as ensuring compliance in all aspects of MHRA(Medicines and Healthcare products Regulatory Agency) guidance. I have delivered some significant results.and have also used my previous experience to also suggest and support improvements within the pharmacy area.• Responsible for the procurement and… Show more My initial role in this independent pharmacy was to develop and establish the wholesale area of this business.Responsible for the management of warehouse and logistics, as well as ensuring compliance in all aspects of MHRA(Medicines and Healthcare products Regulatory Agency) guidance. I have delivered some significant results.and have also used my previous experience to also suggest and support improvements within the pharmacy area.• Responsible for the procurement and embedding of suitable computer system and the production of SOPs (Standard Operating Procedures) for this.• Developed relationships with suppliers to increase credit limits and reduce buying prices.• Full review of logistics to improve service whilst reducing costs.• Enhanced customer relations to increase sales and profitability.• In my first year in the role, I delivered a turnover of more than £700k, with a projection to exceed £1.2 million by the end of the 2022-23 financial year.• Delivered a 470% increase in turnover to March 2022 against previous year.• Reduced shrinkage by 247% year on year.• Established a warehouse team of 3 staff with responsibility for all aspects of training and development.• Received MHRA GDP (Good Distribution Practice) audit feedback report with no critical or major feedback.• Achieved PRINCE 2 accreditation through independent study. Show less

Working within a Financial Services organisation with distributed operational centres of circa 3,000 FTE. Responsible for the management of multi-functional assessing and Quality Assurance teams as well as involvement in the design and delivery of a significant, transformational programme to address behavioural and capital changes, required within the operational workforce. Developed and embedded optimisation interventions and a sustainable continuous improvement culture. ● Managed the… Show more Working within a Financial Services organisation with distributed operational centres of circa 3,000 FTE. Responsible for the management of multi-functional assessing and Quality Assurance teams as well as involvement in the design and delivery of a significant, transformational programme to address behavioural and capital changes, required within the operational workforce. Developed and embedded optimisation interventions and a sustainable continuous improvement culture. ● Managed the Senior Assessor team with responsibility for supporting department of 200 assessing staff. Focus areas included process improvements, enhanced reporting, and staff engagement. I also managed Quality Assurance teams and within this oversaw the implementation of new QA process to enhance customer experience, delivering a 22% reduction in risk.● Successful delivery of Lean projects to embed a continuous improvement culture within assessment and contact areas with realisation of benefits in excess of £3.5M, acting as project lead for contact area project.● Delivered a capacity uplift of 181% in contact area equating to benefit of £330k.● Achieved a reduction in average call handling time of 37 seconds.● Contact project yielded a 15% average employee engagement increase and an 82% stakeholder approval rating.● Achieved Lean Practitioner accreditation through working on these projects.● Responsible for implementation of grant finalisation process within Student Finance Wales● Project managed thorough review of Student Finance England grant finalisation process resulting in overpayment reduction in excess of £1.5M in first year. Compiled a case study which was included in a Government White Paper which proposed changes to the regulations in this area.● Upon joining the company, I was employed as a Team Manager, managing a team responsible for administering student finance to approximately 80,000 students with adult and/or child dependents. Show less

Responsible for day-to-day store management, staff recruitment and development and delivering business objectives across multiple KPIs. Managing several stores in the Northeast Region (Tyneside/Teesside) with successful results● Manager of the Darlington store which was awarded the company’s ‘Store of the Year' in 2009. This was due to an increase in store gross profit by 22% year on year, as well as positive NPS (Net Promoter Score), mystery shop and audit performance results.●… Show more Responsible for day-to-day store management, staff recruitment and development and delivering business objectives across multiple KPIs. Managing several stores in the Northeast Region (Tyneside/Teesside) with successful results● Manager of the Darlington store which was awarded the company’s ‘Store of the Year' in 2009. This was due to an increase in store gross profit by 22% year on year, as well as positive NPS (Net Promoter Score), mystery shop and audit performance results.● Used as regional ‘Store of Excellence’ for the induction of new store managers and staff. Show less

Role involved dealing with customer queries including faults, service changes and disconnection requests. . ● Customer retention rate exceeded target monthly.● Responsible for retention based ‘beyond cable’ project which yielded a retention rate of 85%

Responsible for day-to-day store management, staff recruitment and delivering business objectives across multipleKPIs. Also carried out multi-site management as well as covering for Area Manager● Managed this store upon its opening and responsible for recruitment and training, as well as organizing flagship store opening. Achieved a sales glide path exceeding target by over 15% in first year.● Appointed multi-site manager with responsibility for looking after 5 regional new… Show more Responsible for day-to-day store management, staff recruitment and delivering business objectives across multipleKPIs. Also carried out multi-site management as well as covering for Area Manager● Managed this store upon its opening and responsible for recruitment and training, as well as organizing flagship store opening. Achieved a sales glide path exceeding target by over 15% in first year.● Appointed multi-site manager with responsibility for looking after 5 regional new store openings and manager and staff development..● Consistently delivered audit results monthly. Show less

Responsible for day-to-day store management, staff recruitment, budgetary control and delivering business objectives across multiple KPIs. Also carried out multi-site management as well as involved in new store openings and staff training.● Initially took over this ‘C’ graded store, developing it level of ‘A+’ within 2 years due to increase in footfall, sales figures and store profitability.● Appointed Senior Manager of the company’s first ever ‘Superstore’ in Ireland, employing… Show more Responsible for day-to-day store management, staff recruitment, budgetary control and delivering business objectives across multiple KPIs. Also carried out multi-site management as well as involved in new store openings and staff training.● Initially took over this ‘C’ graded store, developing it level of ‘A+’ within 2 years due to increase in footfall, sales figures and store profitability.● Appointed Senior Manager of the company’s first ever ‘Superstore’ in Ireland, employing 30 members of staff and with an annual turnover more than €2.7M Show less