Continue to help drive MBDA standardization policy across the group. with a focus on the management and assessment of external standards and associated regulations referenced in contracts. Maintain and upkeep of associated intranet pages, ensure access to external standards. assuring consistency of service and knowledge share, also provide evidence of compliance of the Business Management System (BMS) against external standards requirements, and support the business in appointed external working groups that add value to the business Standardization related activities. (ADS, Counterfeit Avoidance Working Group and DEF/1 (BSI MoD and industry working groups).• Developed and implemented the MBDA Group assessment process.• Developed and implemented the UK External Standards training module.• Proactive development of BS202000 Standardization Management Standard• Six Sigma holding a Yellow Belt within MBDA

Define and implementation of Standardization Management policy and service delivery of a full range of proactive external standards services including forward planning, in support of priority projects /contract activities, also providing individual specialist support working to agreed time delivery in an efficient and cost-effective manner, ensuring requirements are delivered to plan. The management and assessment of external standards and associated regulations for the client and upkeep of associated intranet pages, assuring consistency of service and knowledge share, and provide evidence of compliance of the Business Management System (BMS) against external standards requirements.A proactive member of the 'External Standards Panel' (FR, IT, GE, SP,UK) acting as the UK lead and representative in external working groups, associations and bodies, (MoD, BSI, ADS, CAWG) focusing on common topics that impact upon the business as a group in standardization i.e. EN9100 Quality Management System – Requirements for Aviation Space and Defence Organisations.

Fixed term secondment in support of the VP Closure Project - Data cleansing including customer migration (Tiscali & Pipex UK) in to TalkTalk Ensuring TalkTalk systems and data are aligned as appropriate.Liaising with third party suppliers ensuring lifecycle management of exceptions.Analysing and investigation data integrity issues.Cost savings per year as a result of the above VPs Closure Project = £608,263 approx (TUK and TTT VPs)

• Successfully set up a new Quality Assurance Department for Tiscali which consisted of defining the Quality Policy, Quality Strategy defining the agreed process methodology for Quality monitoring standards used across multiple lines of business, including the recruitment and training of new support staff, enabling the service to become quality effective that supports governance, (OFCOM QoS and BSI Metering and billing regulatory requirements) This involved Process mapping (Using VISIO) to demonstrate the 'as is’ and ‘to be’ processes all manual interventions in end to end processes had to be captured in supporting procedures, associated work-instruction, and any associated templates or indeed policy, ensuring compliance with regulatory demands. and agreed business rules.Supporting business areas in Refining and developing operational procedures to effect operational effectiveness, regulatory compliance, and ethical best practice• Providing the central register of Operational change and the improved communications across Customer Operations, defined and introduced a robust briefings management repository process. (This supported the management of change across impacted brands (Tiscali - Pipex- Toucan) including the construction and maintenance of Change & Briefings tracker database (Historical repository)• The introduction of a mystery shopping service that feeds-back the findings to areas of the business highlighting improvement opportunities and recognition as appropriate. This involved setting up a new service and imposing the methodology to communicate findings, which included customer satisfaction scores, feedback on agent performance (good and bad) improvement opportunities (Process - Procedure Products Risks and Issues)• Significantly reduced process errors for MAC requests (From 60% to fewer than 8% errors) Supporting regulatory compliance and avoid potential fines and improving CSAT.

Reporting direct to the Director of Delivery my accountabilities were to support and implement an effective service by managing up to 20 staff in three work stream teams under Business Planning, (Corporate Library team, Data Support team and Sales Reporting Support team)Assisted in the administration of the corporate and departmental plans, I also had responsibility to ensure a full operational link between operational sections, maintaining a focused on business performance, company standards and business continuity, reporting on sales and trends, validation of CRM data including review of jeopardy items with recommendations for improvements through quality audits. As the CPM facilitate and support Business Process Leader's strategic directives by ensuring the development and management of business processes that enable compliance and quality standards across the Business and define associated Business Rules.

Employed as the branch ‘Recruitment Officer’, duties included Interviewing, assessments, documentation administration control, including supporting the company’s personnel vetting process for manned guarding for many contracted sites supporting client service demands.

Consultant contracted through Hays Montrose Services to NatWest Group (TFM) focused on national contracts improving Banking Processes and identifying cost savings across the Group. Followed by an extended fixed term contract with NatWest, managing the development of the training and program for TFM support staff supplied under national contracts, to ensure all support staff are fully prepared to undertake all service requirements, including review and implementation of agreed process changes that support savings and service delivery to the business.

Set up and implement support staff and services at business sites. (Contact centers and associated switch sites) Responsibilities included maintaining standards & supervising the daily operations in accordance with agreed policy for service delivery of all areas of Corporate Support Services, (Facilities Soft Services & non core support business functions) carry out objective, development and performance reviews of team members; provide feedback on performance and welfare where applicable. Including security coordination for all One2One sites, Police liaison, and disaster recovery planning and testing.

Service and support as demanded by the Crown and Government.