Chantel Morgan-Hallam Email & Phone Number

Nottingham, England, Gb

Nottingham, England, United Kingdom

The lead on all financial and resource planning activity across Operations, with a remit to improve financial reporting and insights and delivering value for money for our customers. • Develop and maintain financial models, forecasts, and budgets to support short term and long-term business plans including the ownership and co-ordination of our quarterly business planning process for Operations.• Perform variance analysis, identify trends, and provide recommendations to improve financial performance.• Prepare regular management reports and present them to the operational senior leadership team - including KPI’s, financial metrics and other relevant analysis.• Conduct ad-hoc financial analysis to support strategic initiatives or cost saving initiatives.• Work with key leads across operations to create a plan of enablers that underpin the 3-year efficiency / cost reduction plan across operations, including creating governance to focus delivery and benefits.• Provide insightful and actionable recommendations based on financial analysis to drive operational efficiency.• Collaborate closely with cross functional teams across operations and wider DCC to understand business needs and provide financial guidance and support.• Lead and own of the overall headcount budget (~250 FTE) and governance for Operations.

Nottingham, England, United Kingdom

During my time in this role, I led the implementation of an internal organsational design, recruitment and transformation of the Strategic Operations team which resulted in the decision to remove the 'Head of...' role from this function, and create 4 new Senior positions which report directly to the Director of Service Operations. This role was a varied and fast paced leadership position where I managed our operational business planning and forecasting, risk and compliance, business management and strategic insights.

Nottingham, England, United Kingdom

Varied and busy leadership role which includes:* Leading resource planning across Operations* Developing and managing the Operational Portfolio (using MoP Principles)* Organisational design and TOM* Quarterly budget setting and annual business planning * ExCo and Senior level reporting* Cost Benchmarking * Creating and Maintaining Governance and Controls

Remote

#IamRemarkable is an initiative empowering women and underrepresented groups to speak openly about their accomplishments in the workplace and beyond, thereby breaking modesty norms and glass ceilings.As a facilitator my role involves hosting workshops and being an ambassador for #IamRemarkable withinmy personal and professional networks.To learn more and join the initiative visit: g.co/IamRemarkable

Nottingham, United Kingdom

• Subject matter expert for test and learn environment for Omni-Channel and Multi Skilled customer service environment – involved in project meetings and trial developments from the outset and ongoing to ensure all plans are accurate and planned trials do not unduly impact performance. Responsible for developing and maintain robust LBV and capacity plans for this rapidly changing area of the business by calculating the impact of planned trial activities, supporting and coordinating these trials to support performance and customer impacts. • Subject matter expert for Digital Attacker – involved in building and developing the planning functionality for this new area of the business, maintaining relationships with project teams, understanding demand drivers and workload, developing tracking methods to ensure accurate budgets and resourcing plans. Ensure that I have a strong understanding of demand drivers and the customer journey, using this knowledge to create robust and accurate short and long-term forecasts which are fed into short and medium-term planning models. • Responsible for BAU tracking and planning for the Live Chat channel across the Sales and Service function, and Business – develop and maintain LBV plans to track performance against MTP targets and demand reductions, challenging the operational areas if required. • Lead regular meetings with senior operational managers to ensure actual performance is tracking against budget; making recommendations for change and reducing the risk of overspend. Build strong working relationships with colleagues from across the business and at all levels to help the operational areas achieve their budget and service objectives. • People lead for my team – ensuring team welfare, delivering problem solving sessions, supporting succession planning with coaching and mentoring, and developing a team culture of continuous learning, openness and honesty through regular team meetings and 121 sessions.

Nottingham, United Kingdom

• As a scheduler, I was involved in some large-scale projects including people moves, work movements and work stream changes, which included understanding FTE and budget positions, and building new areas within our WFM tool to ensure effective planning. Following this, I was also involved in a working group to create a process map for these moves.• I was also the scheduler point of contact for the Model Office/CCP Project which involved working with a number of different stakeholders to ensure that this is planned effectively, and that the eventual Omni-Channel contact centre is accurately reflected in our short and long-term plans. • Create and maintain an accurate schedule and four-weekly performance plan ensuring an effective match of customer demand against staffing levels, including call distributions, rotas and schedules in line with operational budgets. Lead regular meetings with operational managers to evaluate historic performance against plan and influence decisions regarding scheduling changes and activities to achieve performance in line with business objectives. Ensuring effective match of staffing against customer demand and work priorities including accurate call distributions, staffing requirements, rotas and schedules for up to circa 500 FTE in line with operational budgets.

Nottingham

• Scope out, develop and maintain robust Capacity Planning and MTP (Mid Term Plan) models. • Calculate forecast workloads for the 12 month planning cycle factoring in seasonality and the overall business plan for each call centre. • Develop robust ‘bottom up’ requirements for all areas including a detailed understanding of all workload types and demand drivers within these operational areas. • Using the model, feed in forecast workloads to generate budget FTE requirements working closely with stakeholders to ensure stretching but achievable budget provisions are made. • Develop and review the planned assumptions used in the calculation of staffing requirements and agree with operational management. Facilitate monthly reviews with operational managers making amendments where necessary and ensuring any risks of budget overspend is minimised. • Maintain the Capacity Planning Model using the latest staffing data such as attrition rates, recruitment plans, training plans and experience levels to ensure the model reflects accurately at all times the business position. • Having responsibility for converting campaign data into detailed resource plans for all proposed business events. Calculating the impact these events will have on call volumes and ultimately FTE requirements, ensuring events are coordinated to minimise the impacts on the business as usual resource. • In conjunction with the forecasting development team, apply the production, fulfilment and dispatch relationship to all forecasting contact types and evolve the billing cycle where appropriate to align to an overall capacity to handle. •Project manage contact demand areas and response rates through review and challenge to ongoing practice. •Engage with Forecasting Development and Operational Planning teams to adopt more accuracy to forecasting through introduction of best practice. •Adopt a “lean” approach to the preparation and delivery of all aspects to the role.

Nottingham, United Kingdom

• Proactively seeking resolution of process exceptions on customer accounts directed by colleagues, through the application of in-depth knowledge, understanding and customer service skill • Critical stakeholder on projects that will deliver process improvement solutions, where subject matter expertise is required• Managing escalated customer complaints from initial understanding of key issues through to ensuring their effective resolution focusing on obtaining accurate data gathered through customer contact• Liaises with operational learning and team managers to the support new starters into role through effective knowledge share • Charing and attending meetings with relevant key stakeholders to gain insights to drive solutions • Handling a variety of complex enquiries with in-depth knowledge and high level of resolution• Providing day to day team manager cover in periods of absence, including taking coaching sessions, capability and sickness absence discussion and holding team discussions.

Nottingham, United Kingdom

Working with customers to help them manage the payments for their energy account. Handling inbound and outbound calls to negotiate payments and payment plans, working with people to help them address debt problems. With a remit that includes agreeing affordable repayment plans and dealing with queries, using tact, diplomacy and understanding of customer care to identify suitable solutions based on individual customer circumstances

• Leading teams of up to 20 staff to deliver service outcomes and sales objectives, in an incredibly busy and time constrained environment.

• Creating and managing marketing and engagement campaigns to increase client and case numbers, including leading project to develop a user-friendly website and writing articles for various legal publications

Level 5 (Hnd) : Operations Manager, Business Administration And Management, General, Distinction

Level 5 apprenticeship in Operational Management

Physics

Short courses taken in Physics and Maths at level 1 (undergraduate)