Leading and enhancing the Customer Experience and Operations Team delivery capabilities of the organization. Optimising delivery efficiency, quality, and customer satisfaction through impactful learning content and knowledge management. Accountable for driving the learning culture within the delivery function

Leading the Ezra trial function globally, which is integral to our business. Providing our customers and prospects with a preview of a transformational program for their employees. Focused on building a world class function as we respond to the needs of our customers and stand out from our competitors.

Responsible for leading the London Operations team of 6 Project Managers who are accountable for the daily project management of career transition clients. Reporting into the UK Sales Director and working closely with the sales leadership team, accountable for driving business KPI’s and best practice across UK Operations. Management of the performance of all team members in line with business strategy and company values. • Accountable for the effective operational setup of more than 1200 corporate client accounts in London operations, resulting in the billings of circa £23 million per annum.• Service line restructure resulting in 50% additional resource requirements, worked cross functionally to analyse role needs and created job profiles identifying key skill requirements, facilitated assessment centers to select appropriate candidates and successfully onboarded all new starters within deadline. • Reviewed all operations processes to align to new business strategies, created end to end process flows for 5 teams and co-chaired meetings with the EMEA SVP of Operations to gather data across all functions, documented all new processes with a successful roll out to the broader UK business. • Collaborated with the UK billing team to clear aged and unbilled revenue items, identified clear objectives and managed all team members setting individual realistic targets monitoring performance and generating an additional £284k, now incorporated within business as usual, shared and adopted by other teams. • Identified an area for improvement to drive knowledge share and communication between cross functional teams, implemented new weekly communication processes driving collaboration and business understanding.• Assisted UK Sales Director with re-allocation of 2000+ corporate client accounts, analysed current resources, complex account data and created individual work flows balancing portfolios and distribution across the team.

Supported over 200 corporate client accounts through redundancy, redeployment and career development needs. Supporting a portfolio of multi industry clients and accountable for developing the customer relationship partnering with our sales team. Actively managing complex delivery projects and collaborating with engagement, sales, delivery and finance in running client projects from implementation stage, to closure.• Won Executive Management Team’s star of the year award for contribution to the business• Won Employee of the Month award for financial services sector analysis report which assisted in the re-tender of a key strategic client. • Identified an area for improvement and successfully launched and documented a new operations process for client site delivery. Now widely used by the UK Operations team

Leading a regional team of operations staff accountable for daily project management in servicing career transition clients in the North of the UK and Scotland. Responsible for driving business KPI’s and Operations strategy across the broader team.• Successful billings of £4 million per annum across career transition clients in North and Scotland• Successfully implemented new card payment process for a key strategic client

Supporting the organisation of international and regional projects for a vast array of corporate clients. Working closely with our sales team, converting their new wins and opportunities via our CRM system and monitoring the client progress and delivery whilst recording all activity. Responsible for individual project forecasts and the billing of all outplacement revenue for my team, producing client MI reports and landing data for our sales community and external stakeholders, chasing aged debt on a regular basis

I was responsible for the management of our client contact team of 6-8 individuals. My role would consist of tracking call stats and productivity of the client service centre, delegating and prioritising daily tasks for each member of the team, maintaining and developing our online diaries and liaising with our regional teams and their associates, managing client complaints and feedback, holding regular team meetings to improve processes and share best practice. I also took a lead on training new members of the team and helping existing team members with their development into other roles.

Responsible for calling prospective and existing clients to initiate them with Penna services. Soft selling outplacement programmes, booking clients in for workshops and appointments, tracking client progress from referral via a variety of reportsm, regular maintaining of client records on our CRM system. Customer service focused role.

Office administration duties around managing pharmaceutical dossiers for clients. Filing, scanning, copying and basic telephone/email correspondance

Responsible for the maintaining of individual case files and their benefit records. Daily duties involved assisting benefits officers in dealing with their individual clients and cases. Basic office admin duties with Microsoft office