Responsibility for identifying and improving business processes to reduce cost and revenue leakage:>Oversaw a project focused on the introduction and standardisation of new processes for the improved recording of nursing activity and consumables on nursing wards, resulting in incremental gross revenue capture between 2018 and 2023.Focus on continuous improvement through constructive liaison with heads of services to identify and deliver efficiency opportunities in their functions:> Established more effective purchasing, stock management and revenue collection processes in Pathology, Pharmacy and Radiology to increase gross margin contribution over 2021 and 2022> Directed and input into a project focused on increasing MRI scanner utilisation in 2023 over 2022 levels. Protocols and scan times were reviewed and extra slots were added - resulting in a year-on-year increase in MRI scanning activity Collaborated with clinical teams on people-changes to improve operating surplus:> Headed a change in the administration structure supporting nursing teams to support more effective pre-authorising processes for insured patients.> Coordinated the transition of Dialysis, Endoscopy, Pre-Assessment and Radiology booking processes from separate clinical administrative support teams to a centralised contact centre with multi-skilled staff. Delivered continuous improvement and improved business efficiency through the successful digitisation of processes:>Responsible for project teams focused on implementing digital document management system, E-Rostering solution and MS Dynamics 365Led and coached a team of 13 staff including project managers, BAs, testers, IT trainers and administrative support staff.Provided regular updates to the Executive Board on project status, sprint incremental actions achieved and the delivery of business changes and the identified target benefits.Monitored project impact through the development and ongoing monitoring of KPIs.

Led a team of over 300 staff responsible for providing catering, housekeeping, reception, security and other non-clinical support services across the hospital.Drove a focus on improving the patient and visitor experience:> Increased the overall patient satisfaction score for customer service by non-clinical teams to patients and visitors from 92% to 96% over 3 years.> Devised and embedded key consistent service behavioural standards across the Operations team. > Developed and introduced a 'Service Standard Scoring Matrix' (based on scenario responses) for observational use by team leaders in assessing and appraising non-clinical Operations staff.Responsibility for control and consistently out-performing operations annual cost budgets:> Cost management – guided chefs and catering leads on required actions and deadlines to deliver a reduction in food costs over 2 years.> Held team managers accountable to resource-plan more effectively based on a 6-week ahead view on planned admissions to reduce annualised agency staff spend.Directed ongoing improvements in operational excellence:> Instigated improved food safety procedures with catering teams and worked with the Estates team to upgrade kitchen the environment over 6 months. Actions achieved a 5-star FSA food hygiene rating.Responsibility for the Clinic’s Emergency Preparedness, Response and Resilience framework.

Responsibility for delivering lastminute.com and Holiday Autos offline sales and customer service operations in Europe – 2 million customer contacts a year; €135M in turnover and €15M in revenues.Service and sales provided to customers through 11 contact centres, staffed by 500 'in-house' and partner vendor staff.Accountable for determining, planning and then implementing sales and service operational strategy for lastminute.com in 7 European markets.

Oversaw operations of 3 UK sales call centres both company-owned and outsourced.Leadership and key staff communications and support role in a business change programme over a period of 2 years. Focus on transition of over 200 customer service and sales staff roles from the UK to India and Poland.