Jacob Pugh Email and Phone Number

As a Reward Services Professional being able to manipulate figures and data are an integral part of my skillset, overseeing the incentive and salary review calculations for an employee base of over 12,000 employees. My real passion lies in process improvement and leveraging technology and data, a lot of my work has been to utilise reporting and MI to identify inefficiencies and a broad range of Microsoft Excel functions to improve process accuracy and efficiency.Taking a lead during the annual reward review activities. Leading the team with the building and implementation of the system that processes a company wide salary and incentive review process. Linking in with external technical experts to ensure the system can meet the requirements. Providing initial troubleshooting for the rest of the Reward team in order to avoid escalation.

Working for a company that has achieved 48% growth in the last 2 years and is forecasting a further 25% growth in 2019 my role as is to ensure the service provided to my customers constantly improves in order to promote the business and guarantee that growth continues. From meeting and On-boarding new customers, identifying bespoke requirements for the service we provide, to building and reviewing MI systems that can identify development opportunities for the business both process, and system based, I complete a varied role helping to deliver the end to end service for the business. Through simplification of reporting tools I have saved over 35 hours work for the management team per month in compiling the monthly board report.

Following the procurement of the Primary Care Support England (PCSE) contract in 2016 capita’s objective was to turn multiple regionally managed NHS services into a nationally run service ensuring that all processes were standardised and streamlined to assist the NHS in the management of the back office for all primary care services whilst also reducing expenditure for NHS England.Assigned to the PCSE contract my role was to assist in the creation and maintenance of the complaints team. Following the creation of a bespoke complaints management system I was provided with a ring fenced backlog of complaints to manage until resolution. Following the successful completion of this task I was provided a further 2 backlogs to manage. I then began my role as senior complaints handler providing training and knowledge to complaints handlers, providing MI for the senior management team, and deputising in the team managers absence.