Role Summary: Responsible for the delivery, management and success tracking of multiple projects running simultaneously, with high profile clients including Sainsburys, TSB, Lloyds, HSBC and East Midlands Railway. Successful implementation of complaints platform into 16 HSBC markets. Ambassador for Workday (new time reporting platform). Leading the launch, supporting and training colleagues where required to help embed the system into our business.Key responsibilities: Resource Planning – Leading resource meetings, working closely with Team Leads to manage the resource of their respective teams. Driving project efficiency via the internal resourcing tool and supporting colleagues with its use and benefits to the business.  Stakeholder Management and Relationship Building – Full engagement with a spectrum of stakeholders throughout project stages, including internal contacts, business partners and customers. Exceptional rapport built with customers by ensuring ample communication throughout projects, issuing progress reports where necessary and consistently striving to exceed expectations. Budget management - Acquiring and assimilating estimates from multiple sources to create work packages for end customers. Management of Change Control process. Reporting/tracking resource versus budget throughout project life cycles, maintaining individual finance trackers and reporting these directly to Senior Management. Best Practice – Supported the creation of a Project Management Improvement Plan. Standardising procedures that promote consistent use/updating of documentation, developing and approving standardised templates, and new ways of working that financially benefit the business through increased efficiency.  Team Development – Aiding the development of the Project Management team to ensure it operates at maximum capacity. Helping new team members to learn EQCR business practices and assisting colleagues through pressurised situations.

Responsible for the delivery, management and success tracking of multiple high priority projects for Tesco Bank.These include:• National ATM replacement programme – complete overhaul of ATM estate, replacing machines for modern technology• MoneyGram programme – to make Tesco the first supermarket chain to introduce the International money transfer service in stores throughout the UK• Upgrading the entire ATM fleet across the UK to facilitate the introduction of the new polymer £5 notesKey project responsibilities:• Planning – Creating tactical, strategic, and implementation project plans to help set priorities, focus energy and resource, and ensure everyone internally and externally were working towards common goals from the outset• Risk and issue management – Continual analysis of potential risks to timescales and project deployment, including quick response to criminal attacks on ATMs• Stakeholder Management – Full engagement with stakeholders at every level and stage, including external businesses, buyers, contractors and engineers, as well as internal project teams and store staff across the country• Communications – Creating and deploying staff training materials, regular progress updates within project teams, training the implementation teams, communicating project works with stores ahead of rollout• Reporting – Weekly reports on project performance against KPIs, transaction numbers, training schedules and costs/PO management• Budgets – Control of £6m budget across various projects• Resource Management – Allocating resource effectively to maximise productivity, minimise downtime and ultimately enhance customer satisfaction

Key supporting role for the execution of the initial MoneyGram pilot programme to specific stores, ahead of full programme launch to make Tesco the first supermarket chain to introduce the International money transfer service throughout the UKKey role responsibilities:• Managed the development of new training initiatives for in-store staff• Delivered both MoneyGram and Tesco Bank training programmes to staff across the UK ahead of roll out• Led a collaborative approach with store “Community Champion” representatives across all London Boroughs, establishing common goals linking the MoneyGram service with community offers and events, to drive external customer awareness in key demographics• Worked closely with the Marketing teams in both Tesco Bank and MoneyGram to manage the development and creation of multiple media to drive in-store awareness

Role executed within 6 stores over an 8 year period. Chosen personally by senior management for each store placement in order to carry out key objectives due to continued successful track record in each previous Duty Manager role.These objectives included:• Driving performance turnarounds for underachieving stores• Reversing poor customer service results and implementing culture changes• Managing store closuresKey role responsibilities:• Day-to-day running of the store - Managing all operational activities, across all departments, whilst consistently looking for new ways to develop the business• Management of approximately 200 staff in teams of up to 50 across the range of stores• Responsible for customer service by all employees• Management and delivery of all processes required to ensure every store KPI targets were met without fail• Management of the Cash Office and cash loss procedures• Departmental scheduling• Managing staff training and the development of employees within the team• Responsible for the Health & Safety of all in store

Key customer facing role leading and inspiring the service team to build loyalty and give customers great service. Target led role requiring a good balance between staff and customer management.Key role responsibilities:• Management of the day-to-day running of all service areas - daily schedules, break management, stock management• Responsible for customer and colleague care - First point of contact for customers needing assistance and complaint resolution• Build a strong team spirit and network of relationships that stretches beyond the store• Responsible for achieving training targets and delivering service levels