Reporting directly to the senior leadership team, I was brought into Biosite Systems primarily to start and framework the conception of a manned security division. I successfully completed this and ended our first financial year with over £1 million GBP turnover with a positive net profit figure. Six years later, our division played as vital part in our acquisition by ASSA ABLOY. The Biosite group turnover prior to acquisition was >£12 million with over 300 employees.Key responsibilities• Process and procedure creation for a new company, drawing on the best industry practices.• Essential budget management, working within a strict P&L policy and towards targets• Delivering persistent change from industry decisions, communicating change within management teams as well as front line employees• Daily operational management of 100+ sites and over 200 front line staff, nationwide.• Customer meeting, ensuring expectations are met or exceeded. Delivering a positive KPI card for all contracts managed by me.• Lead in recruitment, onboarding, off boarding and strategic recruitment strategies to ensure direct staff are available, aiming to utilise the supply chain minimally• Solve developer in a bespoke SaaS product to automate processes with the company. This product is now in full development and has reduced operational cost by 50%.• Mitigating customer issues, resolving, and partnering with them to ensure a consistent solution is found and delivered.• Decision maker and active daily participation in operations for payroll, human resources, purchasing and facilities management on remote offices as well as marketing.• Strategic research and development of our product within the industry, managing the change to bring this to market and focus on potential diversification to drive growth.• During the 2020 Pandemic, participated in high level strategic thinking about the company’s position in the market and adaption to other markets.

• Serve as deputy to the Operations Manager to assist in managing branch operations• Escalate client issues and complaints on operational matters to higher-level management, whennecessary• Communicate and implement firm operational guidelines and policies to Support Staff• Monitor and manage operational costs• Oversee the branch operational risk and audit process• Review and approve funds received and disbursed• Oversee securities received and disbursed• Ensure operational excellence and solve any issues that arise• Coach and educate all employees on operational policies and procedures and the UBS platform• Train and manage operational support staff• Assist and make recommendations in hiring, promoting, disciplining and terminating SupportStaff• Implement service excellence standards, including coaching and educating operational SupportStaff on the Client Experience best practices and suitability• Support and drive strategic firm initiatives

Situated in our Contact Centre in Southampton, at the frontline of delivering a high-quality experience to our customers and financial advisers. Being the first point of contact for our customers over the telephone – so it goes without saying that you’ll have great communication skills! You’ll have that natural certain something that enables you to easily engage with anyone you speak to, so you can offer a personalised and friendly service that always leaves customers feeling they are genuinely cared for.

Working within a team to process complaints and ensure the customer gets the correct redress and compensation on their loans, overdrafts and mortgages. Routinely meeting deadlines and ensuring all complaints are carried out with a high level of quality, accuracy and ensuring the treating customers fairly ethos gets delivered. Also part of a small group chosen to communicate with third parties such as IVA Practitioners, Courts and Clams Management Companies, to arrange Collections and Recoveries.