Running a global team whose mission is to make it easy and enjoyable for developers to go from a business idea to delivering an innovative product, by improving and upgrading tools, streamlining processes, automating and strengthening controls, and helping development teams to adopt modern ways of working.

•Key role supporting the execution of strategic priorities for 12,000 employees working in Citi Service Centres across EMEA and partnering with global teams in the implementation of standardised best practice •Manage a team of Business Office Managers in four locations focussing on consistent and quality delivery of communication strategy, MIS reporting, controls, stakeholder engagement, employee engagement and audit•Support the EMEA Operations and Technology Regional Head as well as the in-country Service Centre Site Heads in the execution of strategic priorities and the harmonisation of approach across the region•Partner closely with Reality Services, HR, Public Affairs, Risk & Control, Compliance, Audit, Legal and Security Services in the execution of projects to ensure timely delivery to a high standard•Part of a Global team supporting the implementation of best practice through identification and subsequent adoption across Citi’s network of over 100,000 service centre employees•CAO for Citi Shared Services EMEA managing the business office function interacting with senior stakeholders to enable progress of functions within the business unit. •CAO for Citi Service Centre Budapest supporting the Site Head in the execution of strategic priorities which contribute to the advancement of the organisations employer of choice value proposition. Considerable achievements have included functional growth of 1000 employees in three years, outstanding performance on employee satisfaction surveys, media coverage, external awards and passing all audits•Provide key MIS data to global heads concerning performance of the region both in quantitative data and executive summary updates•Lead key initiatives to advance site capabilities globally focussing on optimisation and future state of readiness•Developed strategy documents for Citi senior managers outlining priorities, market dynamics and headwinds

• Communications Manager for a diverse service centre in Budapest with over 1000 employees on site• Responsible for site communication strategy including employee engagement, stakeholder management, and external marketing with a deep understanding of the complex organisational structure• Alignment of site objectives to global standards, leveraging best practice whilst catering appropriately for the local population through analysis of employee feedback mechanisms and interpreting data• Ensure a consistent message in corporate employee communication vehicles, utilising a broad array of communication solutions and media• Create and manage project plans for both employee communication events and senior visitors and clients to the site• Manage the dissemination of information throughout the organisation through appropriate channels • Establish strong relationships on a local level with communities and leaders including non-profit organisations• Represent the face of Citi at public events, meetings and public relations opportunities

• Manager of a team of specialist SME’s and Leads for the EMEA HR Shared-Services team serving 52 countries• EMEA Annual Compensation Cycle end-to-end process, including relationship management, project planning, data upload, payroll coordination and reconciliation for 35000 employees in EMEA• Ownership of mergers, acquisitions and divestitures across EMEA from an HR perspective often requiring on-site consultation with local HR and collaboration with buyers, including managing four high profile deals in EMEA• Team included system owners and SMEs for the majority of most utilised HR systems in EMEA including Oracle HRMS, Taleo, WorkBrain, TotalComp and SAP• Ownership of EMEA HRMS Data Quality within team with focus on root-cause analysis• HRMS to payroll system interfaces managed within function sending payment detail including bonus and pension data• Project-managed implementation of call centre technology including IVR, Avaya and e-chat• Implemented standardised SLA’s across EMEA countries with 93% of common SLAs as a result• Responsible for Budapest HR Shared Services site in CSC EMEA Head of Operations absence

• Operations Manager of 11 employees in 2 UK locations (London and Derby)• Strategy planning and analysis, client delivery, relationship and vendor management • Employee lifecycle, including on/off-boarding, new hire inductions, CRB and LOA• Responsible for delivering quality service within agreed SLA’s whilst abiding with strict risk controls• Involved in location strategy of the service desk between geographies• Vendor manager with experience in contract negotiation and management

• HR generalist and Head of Service Delivery in flagship city-centre store of 450 employees• Wage planning and execution, recruitment, training, sales forecasting, LTO and contract base management • High levels of ER and performance management including disciplinary and grievance and dismissal• Managed directly 7 HR Associates and 3 Service Managers• Responsible for Service Delivery across store with clearly defined retail metrics including external surveying• Deputy Store Manager in lieu of General Manager

• Responsible for Admin functions, Cash Office and Security teams comprising 17 employees including 1 Deputy Manager• Role involved responsibility for compliance, health and safety, risk assessments, cash management and all audits• Cost management including shrink reduction and expenditure control working to tight targets and budgets• Reduced exposure by 27% in 3 months through following rigorous audit and reconciliation practices

• Responsible for a team of 90 employees including 8 supervisors and 1 Deputy Manager. Responsible for all aspects of people management and service delivery• Responsible for cash handling, loss investigation and subsequent corrective action• Service measures included customer satisfaction, operational standards, compliance and metrics• Role additionally included Duty Manager, events management and PR/marketing in the local area

• Managed ‘non-fresh food’ and ‘non-edible’ in 24 hour operation in a large Supercentre• Responsible for 35 employees including 4 supervisors• Measured on Availability, book stock, shrink, shop-floor and warehouse standards as well as all aspects of people management.

• Duty Manager function in a busy city-centre public house• Responsible for general management in managers absence• Cash handling, health and safety and stock replenishment as well as people management