Member of the Board of Directors, setting strategic direction and propelling the business forward whilst managing Shareholder relationships. Providing expert knowledge for UK Intermediary Sector to influence decisions & monitor sector to assist with Horizon ScanningAssist clients with knowledge sharing, keeping them up to date with relevant industry and legislative changes.Served as key corporate representative, liaising with various stakeholders in support of operational excellence.Examined problem-solving strategies, highlighting development opportunities to improve organisational operations.Championed brand leadership position by working with detailed awareness of competitor activity.Supported company growth by working constructively with sales team members, generating new business opportunities.Elevated daily operations to consistently meet KPIs and SLAs.Reduced costs and improved operations by analysing processes and customer feedback.Developed strong teams by skilfully recruiting, orienting, and training loyal, hard-working employees.Collect regular customer and employee feedback, interpreting findings to enable corrective action.Analyse financial data to track and achieve budget targets.

As Head of Operations, I oversee the strategy and provision of services. The primary function of my role is to make sure all of the organisations within the group are running as well as they possibly can, with smooth efficient processes that meet the expectations and needs of customers and clients.This is a broad and wide-ranging role, and the specific responsibilities vary between different brands within the Group, but generally, it includes monitoring and analysing the current provision of services to check their effectiveness and developing and implementing strategies for improvement where necessary.

Concentrating on delivering the very best service for our customers, whilst ensuring that the whole operation is doing the right things at the right times. Translating high level strategy in to operational reality is a key priority. I provide support and direction to all Team Managers whilst driving performance as it is vital to ensuring the business continues to be the very best and rewarding the behaviours needed to building the best team possible.

I look after both the Compliance and Projects. With the support of the team I am responsible for ensuring that we always do the right thing for both our employees, customers and industry partners.I am also responsible for all things Project related! Working with our suppliers I need to ensure we always deliver the most innovative and effective solutions to help support our rapidly growing business.

My role within Liquid Friday is wide ranging and diverse. I have responsibility for the daily delivery of exceptional Customer Care and compliance throughout the complex legislative requirements facing our industry, whilst delivering a culture of continual improvement, ensuring that compliance is really at the heart of everything we do. I am also responsible for liaising with and supporting our regional sales teams, this involves supporting presentations and tendering processes. I am also directly responsible for all internal sales campaigns.Finally a core requirement of my role is the strategic planning and delivery of change across the Customer Care team, most recently I have delivered the largest project ever undertaken by business with the roll out of an updated CRM, Salesforce.com, this project has involved the redesign of all internal processes and a strategic shift in Customer Care

Working with fantastic industry partners to deliver whats right for our industry and the very highest levels of compliance across our sector.

Primarily I feel that my role is to foster an inclusive working environment and to develop my team in order to facilitate continuous improvement whilst maintaining overall performance. I am currently responsible for a team of 20 FTE agents. I ensure that they each agent receives a monthly 121 during which we highlight areas of development and recent successes. My role encompasses coaching my team in order to encourage continuous development. I am responsible for ensuring that my team are fully compliant with all current regulations and legislation relating to Information Security and industry specific standards this is achieved by regular monitoring and auditing. I take full responsibility for all aspects of performance within the team, this can range from daily updates and buzz sessions, highlighting concerns and tackling any poor performance issues whilst celebrating areas of improvement. A substantial aspect of my role is the responsibility for all areas of HR & Recruitment within my team; including conducting recruitment interviews and disciplinary meetings with members of the department. More recently I have taken greater responsibility in driving forward and ensuring that my team are reaching sales goals and implementing programs to help meet KPI's set. Ultimately planning and executing regular sales incentives adding continual value to the customer accounts can only be achieved by influencing my agents to reach these goals. This is done by providing regular sales figures and identifying all sales facts whilst ensuring the team are fully briefed on competitor intelligence.

In my role as Telephony Team Leader I managed a team of 24 to 52 agents. Part of my role was ensure that I set clear, measurable and stretching targets in line with current KPI's, with this I ensured that all staff were compliant with current Standard Operating Models. One of my primary functions within DWP was to undertake all HR/Payroll & Disciplinary Processes, in conjunction with this I ensured compliance with all legislative requirements. As a Telephony Team Leader I was also tasked with investigating and responding to customer complaints as well as maintaining and monitoring Call Quality in conjunction with agents overall accuracy. I also undertook regular 1-2-1's with all my staff to help identify any training needs and highlight areas of future development. To accompany the 1-2-1 I also produced weekly performance data for the team and cascade to individuals, whilst delivering team performance updates to senior management and the National Performance Team.

My core duties within Procurement consisted of supporting the Head of Procurement in analysing Tenders and Specifications with established scoring matrix's whilst ensuring compliance with KPI agreements. I was also responsible for the researching and organisation of supporting materials as required for meetings and project briefings. I continually liaised with internal and external customers and answered any incoming queries. My responsibilities included maintaining core Procurement data on projects and bids, with the use of the INTEND databases whilst maintaining Procurement procedures and ensure/ encourage their full application. My specialist duties included the raising of all Purchase Orders for the Procurement Service, the raising and completion of Invoices on the Council's ORACLE system. Using Discoverer to run comprehensive reports on the status of orders and invoices. Managing the Disposal of Equipment and Vehicles procedure for all of Portsmouth City Council also fell within my area of responsibility.

My main duties consisted of preparing/ designing all product information to comply with current government legislation, processing orders from our sales team in order to generate invoices. Liaise with line managers in regards to hours worked by employees, I also solely maintain and input hours from clocking in cards for over 20 staff in order to assist with payroll. I solely manage all of the administration of the organisation including filling/ archiving of material for future reference and assisting with compliance procedures. I also generate the daily sales report for the board of directors and management.