Jillian Schofield Email & Phone Number

Leith, Edinburgh

• Designed and delivered training to support the £3.2b assigned to redress customers for the PPI Mis-sell, this was successfully rolled out to circa 180 colleagues over 7 months. This work projected the site into becoming a Centre of Excellence for PPI. Received the Delivering Excellence Award for my success in this field.• Project lead for training on the migration of heritage Lloyd's Disputes work from Brighton to Dunfermline. One of the most complex and critical movements of the work within the merger of HBOS and Lloyds. This piece of work was delivered on schedule to a department of circa 40 colleagues who progressed from training achieving an above average benchmarking score of 97%.• Key driver for colleague advocacy, chosen for my positive attitude to brief colleagues and drive up the Net Promoter Score (NPS). Produced an inspiring and informative presentation delivered to circa 260 colleagues which drove up advocacy within Operations from 17 to 94. This fantastic achievement was recognised by the Head of Scotland Operations.• Evaluated the need for an Academy for colleagues new to the management role. Conducted a Training Needs Analysis and developed a 6 week training programme for colleagues new to role to ensure they attained the knowledge and skills to effectively operate at the required level within Operations.• Networked with key business stakeholders ahead of the launch of First Touch Complaint Resolution. Formulated training material which instilled the knowledge required to handle customer complaints and drive forward the CEO’s reduction targets.

• Assisted a new and dynamic senior manager by actively managing his workload, diary management and travel.• Strong communication skills put to use in the ownership and development of a monthly news letter circulated to circa 260.• Coordinated an off-site management Team building event which strengthened working relationships within the senior management team.• Designed and developed presentations to aid and support delivery of key messages to target audiences of level 1 colleagues up to Executive level.

• Co-ordinate and control recruitment to ensure sufficient personnel to meet the operational needs of the manufacturing site.• Compile an annual progression forecasts and formulate training requirements.• Provide guidance and support to site management in order to maintain good labour relations with colleagues and unions.• Provide Health and Safety advice to ensure compliance with European legislation. Representing the site at Corporate level on Health and Safety issues.

Lean Competency Level 1C Foundation Programme

Accredited by Cardiff University

Certificate In Training Practice, 2 Distinctions

Activities and Societies: Accredited by Chartered Institute of Personnel & Development