Joshua R. Email & Phone Number

Wrexham, Gb

Birkenhead, England, United Kingdom

Birkenhead, England, United Kingdom

Working as part of the Transformation Team I lead on the design of change and project management frameworks to support the successful delivery of transformation across the business. My role has expanded to cover oversight of project management functions and I manage a team consisting of Project Management and Business Analysis capabilities. I currently own our project documentation, PPM system and our change management framework.- I have created frameworks for change management and developed resources for change readiness assessments that have been used on our salesforce CRM programme.- have designed updated project management templates and provided coaching to the team on how to use this to elevate our project management capabilities. - Working collaboratively with our People Team I have been supporting the development of strategies to increase the ability of leaders to support their teams through change. - Redesigned the project governance structure to match the new strategic plan and guiding principles. - Supported our Finance Team in the creation of business cases for finance led projects.

Wales, United Kingdom

I provide freelance coaching and training services to individuals and businesses. I design and deliver bespoke training courses for businesses based on their learning outcomes predominantly around customer service, leadership and other soft skills.- I have delivered training workshops for public sector staff from most of the local authorities in Wales through the Welsh Government’s Museums, Archives and Libraries Division. - During the coronavirus pandemic I offered free coaching to frontline workers.- I provide coaching services to small businesses to help them with developing their product offering, implementing new technologies and delivering online or digital services.

Crewe, England, United Kingdom

As a member of the senior leadership team I am responsible for all projects and IT operations across an international group of 14 companies with 7 brands including financial services, ecommerce, marketing hospitality and travel. - Manage end to end development of internal software projects, leading both inhouse and outsourced project team from concept to operational handover. - Complete business analysis of operational functions to create comprehensive user stories and specification documents for software development including apps, CRM systems and custom software.- Lead on operational change management, working with business directors to implement and monitor process improvements, back office systems and training programs. Managing multi-disciplinary teams across different countries in a matrix management structure. - Ownership of the IT operations across the group including contract management, procurement and software implementation. - Creation and maintenance of project policy, governance, processes and procedures to develop a Project Management Office to support the group’s ambitious growth plans and customer centric approach. - Consult on client projects to advise on approach and potential opportunities for innovation. I work across all of our sectors including financial services, luxury travel, event management, digital marketing, software development, hospitality and e-commerce. Predominately focusing on digital projects I deliver custom software and system implementations, I also support department heads in implementing their business change projects or in establishing new products and services.

Chester, England, United Kingdom

I was a member of Prodo's Operations Leadership Team where I head up the Project Management function. Myself and my team were responsible for delivery across the entire project portfolio supporting clients with big ambitions to grow with digital. - I managed a portfolio averaging 90 projects covering hospitality, travel, social housing, professional services and leisure at various stages in the project lifecycle.- Recruited and developed a team of 4 Project Managers, introducing learning sessions to share knowledge and 360 feedback to create a high performance team from scratch.- Represented the projects function as part of the Operations Department leadership team working towards targets of £5M revenue.- Set up the PMO for Prodo revamping all project documentation, governance and processes while deploying a new project management system to support delivery and accountability. - Led the delivery of an innovative AI project for housing association tenants to report repairs via photo or voice recognition allowing those who struggled to use a keyboard, phone or fill out forms to report repairs in their native language.

Chester, England, United Kingdom

As Customer Success Manager I lead a multi disciplinary team working with a diverse client base to support the ongoing development of their digital estate. I lead on process improvements for the team using data to identify opportunities for improvement and to measure success.My main responsibilities include- Managing programs of improvement work ranging from 12 - 36 months for 50 different products, working with account managers and senior stakeholders to scope out and prioritise future work.- Close budget monitoring and regular reporting to ensure project spends were controlled and in line with estimated costs. Working with account managers and budget holders to adjust where required. - Met regularly with key clients on at least a quarterly basis to advise on next steps for their development programs.- Implementing agile methodologies to provide a flexible service that can react to risk and issues as they arose. - Delivered a bespoke online portal for customers to access reports, raise change requests and book meetings with their team to better aid communication and transparency. - Line managed a team of 6 Software Engineers and Contractors to deliver the objectives of client programs.- Implemented a traffic management system for the development studio and took over the role as primary traffic manager for the development, design and project management functions.

Chester, United Kingdom

I was responsible for 5 to 10 active projects at a time focusing on digital solutions in social housing, tourism, professional membership services and hospitality amongst others. - Managing teams of approximately 5 staff on a matrix structure. - Reporting on projects regarding budget, timescale and quality to stakeholders.- Scoping out new project work and building the required project teams to deliver the objectives. - Creating project management plans and deciding on the correct project methodology for the specific project.

Wrexham

I held various front of house and support roles at Wrexham Council covering child protection, mental health, housing, benefits, council tax and planning. My most recent position was as their Customer Insight Officer working with the Projects Team. I would analyse customer data to make recommendations on project scope working towards the Council’s digital transformation program. - I established key reports to track the effectiveness of the new online portal project in converting customer enquiries to digital channels. - Working with the website team I made recommendations on improvements that could be made to enhance the customer experience and improve adoption of the Council’s website as a first port of call for enquiries. - Supporting the Customer Services Operations Manager and Head of Customer Services in identifying areas for improvement and tracking the success of their business changes towards achieving corporate objectives.

Contact Wrexham

I provide customer services face to face and over the phones to residents and businesses within Wrexham County Borough. As a Senior Advisor I advise on a range of complex enquiries and provide support in the running of the face to face operations of Contact Wrexham (Wrexham Council's one stop shop).I provide cover for Team Leaders in their absence and support the wider Customer Service team with training, assisting with enquiries and ensuring processes are correctly followed.

Providing customer service through face to face and telephony. Helping residents and business within Wrexham County Borough access a range of council services and providing advice for a range of departments. Aiming to answer queries at first point of contact to minimise unnecessary returning customer contact.

Wrexham

I deliver business support services to a mental health team in Wrexham. I help in the creation and updating of databases and the development of office systems and processes. I am involved in implementing policy and guidelines set out by WCBC & BCUHB as well as providing front line services and clerical support to the team.

I provide administrative support to the benefit delivery centre that is responsible for the processing of state benefit claims. My role includes maintenance of on site and remote filing systems, computer system upkeep and maintenance and business support to my assigned department.Working as part of a small team to deliver the administrative function and using LEAN techniques to achieve efficiency gains and plan work effectively.

Master Of Business Administration - Mba, Business

Post Graduate Certificate, Coaching To Inspire Leadership

Modules studied included: - Organisational Development - Organisational Coaching - Organisational Leadership

A/As Levels, Politics, Psychology, Photography, Socioloty

Education record