In February 23 I was appointed as Non-Executive Director where I use my experience and expertise to support this award winning social enterprise to achieve its vision of empowering individuals through creative writing and storytelling.

I am responsible for all aspects of performance management for a team of administrators. This includes coaching, design and implementation of workshops and seminars, managing quality assurance and performance through engagement techniques and providing analysis and feedback.• Performance management of a technical query team with mixed skillsets.• Maintain knowledge of public sector Defined Benefit pension scheme(s).• Deliver high standards of performance to achieve Key Service Levels.• Improvement of overall customer experience through the improvement and management of complaint and escalation processes.• Contribute to operational efficiencies.• The creation and delivery of robust performance reports.• Identification of skills and knowledge gaps across the department and design and deliver workshops to fill identified gaps.• Periodic assessment of succession plan, identifying new areas that may require a succession plan.• Management of remote workers.• Absence management to dismissal and appeal.

My role as a Pension Training Consultant was to design and deliver training and engagement sessions to internal and external stakeholders; to maintain and grow revenue by identifying and developing opportunities to provide additional training services for new and existing customers.• Design, manage and deliver sustainable training and engagement sessions for internal and external stakeholders.• Identification of process improvement opportunities and communicate with stakeholders at all levels to develop new training products and materials.• Monitor the effectiveness of training in the retention of staff.• Provide advice and guidance to internal and external stakeholders on training.• Facilitate training events at central and external locations in accordance with customer needs.• Liaise with operational areas to ensure training material is compliant and up to date.• Provide accessible and comprehensive training material for others to use in a range of formats and media.• Achieve and exceed agreed revenue targets.

As a trustee director, it was my responsibility to act independently and in the best interests of our stakeholders, my fellow employee partners. I was appointed to the MyCSP Trustee Company Limited by my peers on the Employee Partnership Council (EPC). I acted with diligence in all trustee related matters and ensured any decision I made was informed by EPC and took into consideration their thoughts and opinions though I was not obligated to act on their instruction. My position on the trustee led to my becoming an alternate director on the main board which I attended bi-monthly and provided the view of the 25% shareholder, the employees.

In February 2015, after 6 months in MyCSP, I was elected by my peers to be a representative on the council that voices the opinions of employees and liaises with management at all levels. After 10 months, I was elected chair of EPC. My responsibilities included management of the other EPC representatives; liaising with management at all levels; appointment of non-executive director(s) to the trustee company; ensuring the employee voice is represented at all levels. During my time as chair, I also led the consultation for employee partners during 2 redundancy exercises. The main responsibility during my time as chair was to drive engagement with employees across all of MyCSP.

I have begun a new term as a trustee director, it is my responsibility to act independently and in the best interests of our stakeholders. I act with diligence in all trustee related matters and ensure any decision I make is to be informed by EPC and take into consideration their thoughts and opinions though I am not obligated to act on their instruction. My position on the trustee includes to my becoming an alternate director on the main board where I provide the view of the 25% shareholder, the employees.

At MyCSP I began my career as an Enquiry Centre Pension Administrator moving on to ADP Team Leader as well as a Data Integrity Specialist, which saw me seconded to the Foreign & Commonwealth Office, Whitehall for several months. My initial role was to administrate pensions on a frontline basis. As an Enquiry Centre Pension Administrator I dealt with all pension queries on a received and done basis. I dealt with all queries at the initial point of contact whether it via email, post or helpline. As pensions are such an in depth and diverse area, I created a tool/database for my peers as a point of reference for all our information, pension legislation and other essential guides and tools when dealing with complex queries. Due to the creation of this aid, management rewarded me with a position as ADP Team Leader to hone and develop my existing management skills. The ADP Team Leader position was placed on hold whilst I was on secondment at the Foreign & Commonwealth Office (FCO) in London on behalf of the Cabinet Office. I was part of a small data integrity team whose job was to maintain and correct the FCOs records of their employees who are enrolled with the Principal Civil Service Pension Scheme. During my time there I created best practice techniques for cleansing the records as well as organising and delegating work to my colleagues.