Gary Dawes Email & Phone Number

United Kingdom

Supporting c.1000 colleagues across the Insurance OperationReporting to Head of Learning – Insurance• Streamlined learning pipeline processes, successfully enabling agile and reportable insights for significant change projects impacting the Insurance operation. Established a new framework for how to create a learning program, using a value-chain methodology, ensuring a robust evaluation process to illustrate return on investment the insurance operation• Operational planning for learning delivery and creation for all Insurance business units, aligning initiatives with organisational goals. Planning and execution alongside stakeholder engagement, including the launch of a brand-new learning program for operational colleagues resulting in an onboarding program that has new-starter readiness by 100% and reduced the timeline of readiness by 50%• Leadership of a team of 6 Continuous Improvement Learning lead project managers, fostering a culture of high performance. Creation and embedding of standards for ways of working• Management and delivery of improved onboarding programmes to support hybrid and remote working teams –new approach to sales and services to allow multi-skilling, moving away from an outdated approach to single skill learning, resulting in a NPS increase of 20 points from 49 to 69• Stakeholder engagement to ensure buy-in to learning programs that meet business objectives, establishing a framework that brought senior stakeholders into the conversation for the first time • Launch and embedding of a new digital learning platform for all colleagues

Reporting to People Director – Learning and Talent· Management and planning of strategic learning objectives across Sales, Service and Claims divisions· Redesign and launch of all learning programmes from face to face classroom to virtual/digital platforms to support new remote working during and post Covid-19 pandemic. A complete rebuild of all learning induction programs (20+) to increase call centre headcount by 20% over 6 month period· Leadership and development of 15 direct reports, collaborating with other internal Learning teams to create and foster new ways of working. Design and implementation for ways of working for online learning across 4 business learning teams· Delivery of learning strategy, planning and delivery across multiple functions and business areas in Insurance· Design of flexible upskilling programs to support learning in technical departments reducing readiness

Senior role involving the delivery of strategic objectives relative to both Saga Services and Saga Group.Reporting to Director of Learning and Development · Design and delivery of face-to-face residential leadership development programmes for 600 senior and middle managers· Created B2C sales performance program across the Insurance and Holidays businesses delivering £3m benefit· Coaching and business partnering with the service functions driving efficiency and performance resulting in +10% increase in conversion· Project managed on attrition projects driving reduction of 10% in staff turnover from 35% to 25%· Supporting people strategy across the business through bespoke workshops and talent management · Creation of new processes resulting in greater agility and efficiency in training scheduling and delivery. Increased productivity of learning team through multi-skilling of team.

Folkestone, England, United Kingdom

· Design and delivery of a management leadership programme meeting ILM accredited standards. · Implementation of a performance coaching standards programme for >90 managers. · Leadership of a team of 35 . Multi-faceted team including specialist roles of e-learning, management development, on-boarding, change and performance coaching for 900 staff· Creation and implementation of a Training and Competency Framework for all regulated roles across the business· Achieved outstanding results in all regulatory audits of content and delivery standards

Folkestone, England, United Kingdom

6 month secondment to lead new department and implement customer feedback process from call centre contactsReporting to Director of Customer Experience and Agent Development· Set up process to record, report and recommendations for survey feedback for business consideration· Implementation of customer survey response process and systems· Reporting on root cause analysis and insight to generate case for change in business processes· Improved system and process changes with supplier to deliver more effective and specific insight· Implement process mapping and feedback channels to all business areas for improvement · Project management of change programmes focussed on customer experience and advocacy

Folkestone, England, United Kingdom

Role created and expanded based on performance resultsReport to Director of Customer Experience and Agent Development and Training Manager · L&D Lead on sales effectiveness program delivering £6m benefit in a 3-year period. New approach to call handling designed for all customer facing staff · Implementation of Performance management strategy across 90 Team Managers driving £2m efficiencies. Step change in the way our managers lead, deploying learning and coaching to driving and monitoring KPIs· Full ownership of business learning initiatives, agile working to ensure quality, execution and consolidation throughout the lifecycle of all deliverables.· Mentoring and training for senior operational management team to develop their specific skills of coaching to support performance management strategy· Design, development and integration of a continuous training programme for front line staff focussed on deliver sales and customer service excellence. Leadership of 6 specialist Sales delivery trainers· Leadership of 5 multi-site Team Manager performance coaches , working with 90 managers to embed the performance management strategy

Folkestone, England, United Kingdom

Reporting directly into Director of Sales and Training Manager· Accountable for design and delivery of an internal sales programme for over 800 staff · Successful design and implementation of a new 6-week induction programme for sales and services staff using improved learning theory· Creation and implementation of manager coaching and 1-2-1 development programmes· Management, development and recruitment of 9 Business Trainers across 3 office based sites· Operational ownership of FCA competency and supervision guidelines for 300 staff· Creation and implementation of coaching and 1-2-1 development programmes for managers

Folkestone, England, United Kingdom

Reporting to an Operational Manager and Sales Training Consultant• Delivery of all onboarding programmes achieving 100% accuracy scores• Coaching for performance and knowledge support across 150 staff• Creation and delivery of sales improvement tools across 10 operational managers• Co-ordinate training for new call centre operation• Design and deliver training to meet regulatory requirements for all operational staff • Maintained training records and competency evidence for reporting

Training Practice

Hnd, Business And Finance

A Level, Business, English Literature

Training Design And Development

L&D Consultancy