* Responsible for program set up (post award), to close out* Primary point of contact for client (both global and local teams) delivering full account management throughout any phase of the program* Provide internal stakeholder management for each stage of program set up and operational activities for the delivery of EAPs and PTAs* Design and ensure smooth transaction of commercial agreements through to implementation i.e Master services agreement, Statements of work throughout program lifecycle* Responsible to manage the execution of Quality technical agreements, safety agreements and any adhoc additions. * Deliver KPI’s to both clients and internal stakeholders, providing supplementary data and dashboards where appropriate* Works closely with regulatory to ensure provision of supply is communicated clearly to global and local teams and correct mechanism is used * Where required, update SOPs and deliver internal training to teams * Manage third-party vendors supporting the delivery of EAPs* Possesses excellent communication skills with the client often following a bespoke communication plan* Manages scope changes throughout the program, ensuring delivery of requirements and realising commercial benefit* Produces full range of reports utilising Excel, Oracle and Power BI* Manages the clients expectations and aspirations of the program in line with budget and opportunity post initial program ie commercial launch

• Provides functional support to programme management team to facilitate the delivery of managed access programmes• Monitors and reports on operational service deliverables• Produce/Manage internal and external communications for launching, maintaining programs to support client and programme portfolio• Main point of contact for client and client affiliates for order status updates and reporting requirements• Responsible for monitoring programme inventory and liaising with client to ensure sufficient stock provision• Creating MI dashboard/reporting feature for the senior management team to monitor and track adherence of business plan targets• Responsible for the management and implementation of system upgrades and updates alongside third party IT company• Subject matter expert on the integration of Microsoft SharePoint into the department, providing information and guidance to ensure a smooth transition of documentation and no damage to client relationship• Volunteered to manage the department intranet, completing extra training and designing updates to share across the business

Delivering high quality patient centred care to a large home nursing region using Microsoft dynamics and Click to maximise utilisation and improve productivity by reducing travelAnalyse capacity levels, demand and supply in off shore areas, minimising travel and resource wasteResponsible for managing holidays, sickness and new referrals in line with company policy whist ensuring service level agreements are exceeded using Click RosterMaintaining accurate records complying with company legislation and the data protection actHandling escalations seeking a convenient resolution, identifying root cause of the problem and working to minimise or stop this in the future.

Responsible for investigating queries, interrogating data & creating Management Information (MI) packages for the leadership team and senior management – dashboards and commercial business reportsAnalyse customer satisfaction (CSAT) scores and extracting verbatim comments, highlighting trends and recommending process improvements to improve efficiency and aid the delivery of business CSAT KPI’sLiaise with internal/external stakeholders at all levels of the organisation from both technical and business areas to investigate and analyse project risks and issues. Ensure these are captured, logged, managed and resolved with mitigation plans where required. Ensure the Project Manager and relevant key stakeholders are communicated to regarding risks and issues in a timely and accurate mannerSupport reporting managers to deliver all reporting requirements, including performance metrics and reporting packs in order to meet individual, team & departmental business objectives within the balanced scorecard performance tool – planning (logistics) & field teamMonitored material spend (parts & van stock parts) across the engineering team at granular level, created alert system from point of order for full visibility and decision making achieving 15% reduction over the trial course, recognised the trend in human error and some system restraints, implemented improvements using lean method in order to ensure operations run smoothly ensuring the customer journey and expectations are metDelivered full re brand of collateral for customers from the field team including; design, legal authorisation and execution in order to align to wider business & improve customer communication. Drive internal PR and communication for the Brand To help ensure that all key stakeholder's and relevant departments are engaged and energised around the activity plan

Managed and communicated all project activities effectively with stakeholders to ensure key milestones were met to deliver project, business and customer requirementsResponsible for; the engagement, commitment and management of detailed plans for each element within the programmeEnsured risks, dependencies and issues were identified and managed throughout within the programmeCreated, developed and maintained detailed management information (MI) matrix, analysed and produced executive summaries to board membersProduced an improvement plan to develop the customer satisfaction and net promoter awareness within the business, gaining an improvement of over 20% through the trial period and sustaining this year on yearEmbedded changes within the field engineering team and office infrastructure to support new customer centric approach with a successful influence to other areas of the business

Managed the daily activities of team members, to meet KPI requirements and ensured delivery of clear targetsCommunicated with relevant process changes, to ensure confidence and efficiency in all areas of the role using various platforms to deliver messages, updates and briefsDeveloped the standard personal development plans (PDP’s) and ensured all team members had meaningful PDP’s in place with development opportunities given shared best practice with other colleaguesMonitored and reported on daily work from the team, and reported this in a form of a visual dashboard to senior management on a weekly basisExperienced in coaching staff in order to improve on areas such as query handling, quality and rapport building using the grow model techniqueResponsible for the successful handling of escalated calls and prevention of complaints, using objection handling techniques and enhanced customer service skills

Completed daily adherence rota in line with deviation reports by using forecasted figures for incoming calls and arranging the most suitable times for agents to take breaks and lunches utilising the Erlang calculatorCompiled and maintained deviation reports from forecasts given by MI team by inputting actual figures highlighting risk areas or expected peaks or gaps in performanceCreated an absence monitor, accessible and used by all Team managers’ to record holidays, sickness and care dependency days , data compiled, used within utilisation reportsManaged incoming/outgoing call activity in order to achieve SLA and PCA targets by monitoring activity by individual agents and split skill linesProvided support on escalated queries in order for the department to reach critical KPI’s and support the business in achieving overall customer satisfactionTook part in three recruitment drives, gave initial figures of how many FTE we required and where the FTE would be most effective, then short listed suitable candidates and completed interviews alongside team managers.

• Managed the daily activities of team members, to meet KPI requirements and ensuring delivery of clear targets• Updated the team with relevant process changes, to ensure confidence and efficiency in all areas of the role• Ensured all team members had meaningful PDP’s in place with development opportunities given• Managed the daily activities of team members, to meet KPI requirements and ensuring delivery of clear targets• Updated the team with relevant process changes, to ensure confidence and efficiency in all areas of the role• Ensured all team members had meaningful PDP’s in place with development opportunities given• Monitored and reported on daily work from the team, and reported this in a form of a visual dashboard to senior management on a weekly basis• Shared best practice within the management team by implementing tool in the • Experienced in coaching staff in order to improve on areas such as query handling, quality and rapport building• Dealt with escalated calls and staff issues leading to the appropriate resolution• Gained valuable experience of using HR process including the disciplinary and capability process