I have had the pleasure of building and managing highly successful teams globally and so have many years experience of managing and coaching people in order hit KPIs. I'm currently working for BDO LLP in a shared service centre in the heart of Liverpool that partners with the BDO Stream. I am the Operations Manager for the Tax operation that includes Corporate Tax, Personal Tax, and Global Employer Tax. I also lead the Business Restructuring Finance team that supports casework for the insolvency process and lead on the Data Analytics team that produces dashboards that support Audit. Previously I have had operational responsibility for the Business Services and Outsourcing hub that provides outsourced accounting solutions, and the Accounts hub that prepares statutory accounts for limited companies. My experience also includes the day to day refinement of operations, continuous improvement, developing control frameworks and building out quality functions to improve service and reduce risk. In order to ensure my employers have been successful I have provided capacity planning and forecasting expertise along with the end to end ownership of the hiring process, goal setting, coaching and ongoing management. During the last ten years I have hired and developed management teams in locations across Europe and the Philippines. I pride myself on being someone that bring the best out of people and someone who creates highly motivated environments for people to be not only successful in work but be happy too. Since the pandemic I have managed remotely local teams but have managed teams in global locations for 6 years. My experience includes management of software deployments and upgrade migrations along with working alongside technical teams to improve client portals and resolve defects whilst managing client expectations. I have start up experience working for Capita building remediation processes, training academies, and developed a skill for client relationship management which helped to hone my commercial awareness.
Listed skills include Performance Management, Contact Centers, Business Process Improvement, Call Center, and 16 others.