I have established a successful UK based business consultancy company, developing business relationships and consultancy contracts across Central Europe, the Middle East and Asia. The drive to set up my own business came simply from wanting to prove that I could. Within my company I have created business policies and procedures required to comply with UK legislation, for example but not limited to: Privacy Policy & Procedures, Customer Satisfaction & Complaints Policies & Procedures etc.Various successful projects completed and highlighted below are some recent examples:• Pivotal contribution to the design and implementation of 10 new government employability, human services, or skills projects in various countries.• The implementation of a Quality Management System (QMS) and successful award of ISO 9001:2015 certification• The review and improvement of a quality management system and successful ISO9001:2015 survey visit.• The design, testing, implementation, and continued improvement of a bespoke customer relationship management (CRM) system, to document and track the end-to-end journey of the programme participants and critical programme outputs (documentation and criteria requirements) to ensure compliance and collate information to submit to the client for payment. • The development and launch of standardized quality management frameworks and business process & controls across multiple delivery regions.• The creation and implementation of customer satisfaction and customer compliant policies, procedures, and monitoring & reporting tools. • Creation of internal audit plans, tools, and resources• Training and development of operational & quality staff on business process & controls and contract compliance and ISO 9001:2015 requirements.

Main Responsibilities and Achievements:• Managed the support functions with the delivery across multiple regions for Apprenticeships, AEB, maintaining profitability and contract performance, whilst assuring compliance and timely data & claim returns.• Joining just as the covid Pandemic started, I was responsible for the successful transition of the company from paper based to electronic learner file and evidence capture using a software called IPEGS.

Main Responsibilities and Achievements:• Managed the support functions and provider partners with the delivery of a significant market share of the following programs: Apprenticeships, AEB & Traineeships, maintaining profitability and contract performance, whilst assuring compliance and timely data & claim returns.• Direct management of two departments consisting of 2 x Managers & 13 staff. That resulted in a reduction in the validation error rate from 4.7% to 2.3% within 12 months.• Training delivery models aimed to adopt ‘steppingstone’ or ‘cross programme’ funding streams to maximize utilisation ensure customer satisfaction across all business units. • Managed funding claims and ILR processing and PDSATS in line with ESFA requirements and deadlines. Assessment of data management systems and processes, ensuring accuracy and cost effectiveness of the systems in place.• Managed and facilitated multiple successful internal and external ESF and ESFA compliance and control audits and remedial activity completion. Pivotal contribution to successful award of a ‘good’ grade from OFSTED. • Completed due diligence processes during procurement of delivery partners and contract & performance management of service delivery following contract award.

Main Responsibilities and Achievements: Management of the quality assurance and audit function (circa 8 staff) for 6 national ESFA contracts, with a combined contract value of circa £20m. Supporting at any one time, up to 31 operational delivery teams, both internal and within supply chain partners. Increased the acceptance rate for evidence submission at payment points across contract deliverables by 7% by completing a project to deliver refresher training to all delivery staff.

Main Responsibilities: Minimising contractual and commercial risk, leading a team of 5, to ensure quality and compliance by developing of user guides and manuals, providing training, support and coaching to staff, partners, and management groups. Analysing key data and conducting quality checks of customer files to create board reports to highlight trends, risks, and opportunities. Having regular contact with business partners throughout national delivery, on site and by phone or correspondence. Conducting pre audit checks and facilitating external audits of contracts.

Main Responsibilities: Developing and maintaining audit working papers and report creation in line with Prime, DWP and ESF requirements. Reviewing operational corrective actions on prior completed audits and producing & presenting presentations to Prime contractors and internal Board level staff. Conducting file based and MI System internal audits on multiple funding streams across contract for four prime providers on the DWP work programme.

I was an accomplished Quality Assistant withan extensive administration and supervisory experience. During my current role I was involved in project management/development for various national contracts including W2W and SFA, ESF co funded programmes. I have re-written process documents and created lesson plans and delivered internal process training, including to contractors and delivery partners, to enable the business to run more effectively. In conjunction with this I had proven myself to be a valid member of staff, receiving personal accolades from senior management for my work.I was nominated and became regional winner in two categories, Skills Co-Member & Support Team Co-Member of the Year, for the 2011 Reed Values Awards held in March.I have excellent time management and organisation skills and a willingness to travel both locally and nationally. I created a new process internal for reconciling internal MI reports against provider claim reports reducing the time required from 4 days to less than 4 hours.I am extremely effective in building relationships and partnerships I established effective communication between the Quality and Operations teams for both programmes. This involved the use of presentation and interpersonal skills. I have experience at building and maintaining successful external relationships and I feel conflict management is one of my strengths. One subcontractor was in breach of contract for poor delivery. Through taking the lead on building a strong rapport, I successfully helped to recover the service delivery as per the existing service level agreement and resolve the outstanding issues, This work not only improved relations with the Suncontractor in question, but also enabled the company to claim a minimum of £59,700.00 and ensuring that the majority of the files being submitted pass first time.

• Responsible for managing 12 administration staff• Implemented and managed the administration procedures and the day to day running of 6 contracts nationwide.• Assisted in the design and implementation of a bespoke appointment booking/workload scheduling system.• Managed the scheduling of work for up to 90 field based operatives• Produced reconciliation and MI and invoicing reports for clients and raised invoicing requests with head office• Responsible for supplying support and training for all contracts• Planning and organising administrative staff rotas to ensure all contracts had correct cover for out of hours and weekends