Full accountability for six individual business operations at Leckford Estate: Farm shop, Café, Garden Centre, Garden Design and Landscaping Business, Fishing (river and two lakes), two golf courses, and gardens / grounds.Key Responsibilities:Leading businesses that made a bottom-line profit of 10% turnover; serving as a John Lewis Partnership Councillor as well as representing 83000 partners; and delivering effective advice on policy, providing feedback, and holding to account.Key Deliverables• Achieved a bottom-line profit of 5.3% during the time of COVID.

During this tenure, the company asked me to develop and execute centralised and comprehensive policies and procedures. Key ResponsibilitiesExecuting centralised and comprehensive policies and procedures in line with compliance, training, and health / safety; and providing effective training to the team to improve team performance.Key Deliverables• Developed operating model, while modernising the Waitrose farm in compliance with Modern Leckford strategy.

During this time, I directed change programme to deliver a world class customer service proposition within Waitrose.Key ResponsibilitiesDeveloping and executing a market leading initiative to move customer contacts out of a central function and into branches.Key Deliverables• Localised customer service to increase brand loyalty.• Saved £800K cost in a year by delivering a high quality, efficient, cost effective, and resilient contact centre provision with partner difference.• Built and devised a CRM system to provide effective systems, tools, as well as seamless customer experience throughout entire customer journey.During this job, I led development of the service culture across the Waitrose division.Key ResponsibilitiesMeasuring service performance as well as providing clear insight from customers on their service experience; improving existing proposition; as well as ensuring customers representation in decision making process.Key Deliverables• Established a roadmap for service development to conduct new developments across all channels.

Managed Waitrose supermarkets (Ashford, Wimbledon, and Westfield London) operations with an annual turnover between £14M and £28M.Key ResponsibilitiesSupervising 320 staff members to maintain business operations; and conducting diversity policy review.Key Deliverables• Achieved 2.34% above budget for 2011 / 12 and 4.86%+ YoY for 2012 / 13 despite of major competitor opening within one mile.• Increased £100K sales within one week, while attaining sales opportunity when major competitor conducted a refurbishment.• Accomplished 81.8% customer satisfaction rate through effective customer services.• Completed Waitrose Branch Manager Training Programme in three months successfully.

Manage and direct the Army's E&D policies to ensure compliance with current and emerging legislation.AchievementsProvided the Army input to new maternity and paternity regulations ensuring legal compliance and best practise.Provides guidance to the Army on race, religion, gender, maternity/paternity, sexual orientation and transsexual issues.Regularly conducts focus groups and training to ensure pan-Army E&D compliance and understanding.Organised a highly effective briefing to all Army E&D Advisors (160 personnel), updating on policy and training issues.Ensured that 100% of Army personnel conducted annual E&D training.

Command, leadership and management of 320 people. Led audit team for the financial and HR assurance of all Army organisations within the M25. Key member of Senior Management Team.AchievementsBrought credibility to the organisation, to the point where we were recognised as the best of 8 Branches across the South of England.Planned and implemented a strategy which increased financial compliance rates from 53% to 94% within a 12 month period.Engendered an inclusive approach to HR across London's 34 military establishments, thereby ensuring that Senior Board Level Officers treated this area as a priority.The principal Staff Officer in the planning of military/civil operations in London, gaining an excellent report during the last 2 years post 7/7 test exercises.Implemented an inclusive training policy for 160 personnel to ensure that all civilian and military members of staff were fully trained in order to maximise output in the delivery of HR and finance.Rated as the best of 12 Majors in Headquarters London District in annual appraisal.

Deployed to Afghanistan. Employed to develop greater cooperation and understanding between the Afghan Security Forces and International Security Forces in Helmand Province. AchievementsDeveloped trust and understanding between the various elements of Afghan Security Forces through the chairing of a daily forum and engendering a positive approach to achieving joint goals. This was a highly successful initiative, which was then used as the Afghanistan model for development of the indigenous Security Forces.Planned and implemented the highly successful formation of a new Afghan Police Force in the aftermath of removing the Taliban from an Afghan town (Musa Quala).Planned and implemented the successful re-training of all Afghan Police Force members across Helmand Province. Successfully delivered a joint counter narcotics programme, removing £250M worth of Heroin. Ensured provision of employment for 800 poppy farmers in alternative local employment. Army Project Officer for the implementation of MOD HR IT System July 2005 - Aug 2007A key member of a 3 man team in charge of the implementation of an innovative IT solution across the Army to 165,000 personnel. This was delivered within a budget of £600M and on time. Lead for focusing on the delivery of the system to the operational environments in Afghanistan and Iraq.AchievementsDelivered a workable solution, within a budget of £15M, to enable the delivery of HR and finance solutions to Afghanistan and Iraq.Delivered a comprehensive training solution to enable the phased introduction of the IT system across the Army.Successfully produced and presented a series of briefings to ensure compliance at senior levels, including ministerial, across Defence.Integrated external agencies to enable a swift transition from numerous antiquated systems to a singular solution.