Donnie Macrae Cmgr Mcmi Email & Phone Number

A proven L&D and Operational Manager with nearly 25 years multi sector experience. Expert knowledge and application of all aspects of the training cycle. Significant experience in embedding new/start up client campaigns including the associated regulatory and compliance frameworks. Extensive experience in driving Operational performance within both established and start up business operations. A highly effective leader with the ability to motivate both individuals and teams to achieve personal and organisational goals. Leads by example with strong client relationship and stakeholder influencing skills with a real desire to add value.Significant Achievements:• Implementation of new Operational Structure to service the ScottishPower client• Design and delivery of Management Development programme to 16 Team Leaders across 2 UK sites• Implementation of three regulated training & competence processes for Tesco Bank (General Insurance) & Credit Cards) & Paymentshield (General Insurance)• Scope and redesign of 22 bespoke training programmes for LBG• Design and delivery of Customer Experience based FCA Regulated Effective Call Handling workshops for 850 case handlers, resulting in a Quality Assurance score increase from 65% to 92% • Implemented and lead the training induction role out plan for 400 new customer services representatives and 35 team leaders • Designed and Delivered 2 week train the trainer event to 90 consultant trainers for the launch of Tesco Bank (General Insurance)• Implemented and lead the related training induction role out plan for 300 new customer services representatives and 25 team leaders• Achieved 116% annual Dell revenue target, £28,160,00 actual revenue achieved against £25,500,00 target

Listed skills include Training, Performance Management, Management, Team Leadership, and 46 others.