Being the driving force behind the success of key projects for the business. Day to day alignment and planning of work required to meet milestones and measures. Engagement from various in-house teams and 3rd party teams and clear communications with the stakeholder audience.

Working within the Change/Projects team delivering solutions from concise impact assessment through to effective implementation to meet the requirements of the business and the client.

Working in continuous improvement to enable homeworking as a result of the pandemic in UK and SA. Process, implementation, office occupancy controls, KIT enablement/assignment, updates.Working with IT to ensure systems downtime and lost hours reduced for site and home workers in UK and SA. Root cause analysis, updates, continuous improvement.

Well respected strong and effective leader within Capita working within a CHURN prevention operation for a blue chip client. Always capable of delivering and generating extra revenue and thus extra sales influencing the clients and Capita’s commercial forecast/business plan.• Outbound: Multiple campaign management at the same time (implementation / running) – up to 12.• Improved CHURN rate for the client, increased Capita and client revenue.• Developed Outbound into a strong integral part of the clients annual commercial forecast (0% to 25%).• Working alongside 2 other OM’s in a 450 fte department, strong influence.• Change lead, planning lead• Sickness and absence management. • Employee engagement results outshine others.• ISO 27001 / ISO 9001 / ISO 14001 / Compliance / FCA / TCF.• Working with up to 10 direct reports to support the successful results.• Creating a growth/development environment for succession using Capita succession.

Secondment – Divisional Transformation Support in Capita Employee Benefits (Pensions Darlington)• Office to Contact Centre transformation, productivity, efficiency, quality, commercial awareness, developments.• Successfully working with CEB to work as a 2018 Contact Centre and make money through increased productivity at same time as delivering high quality results for their clients. Enabled CES to understand performance management and see what good looks like.• Operations Director specifically requested my return to Operation to address current performance so unable to follow through the successful start of this high profile piece of work.

Secondment - Senior Operations Manager over multiple Outbound sites (Capita & Capita Voice Group)• Multiple campaign management (implementation / running) – up to 12 bespoke churn prevention campaigns.• Accountable for delivery of productive hours across both individual sites and combined. Also key SLA’s, sickness and absence, compliance and quality.

A top performing Team Leader constantly ranked in the top 5% across 1,000 Team Leaders. Successful in every area as a Team Leader and recognised throughout the business for my knowledge and capabilities especially after the previous role which was dedicated to performance management across over 25 different clients. When I took the Team Leader role I was offered a place with any client due to demand for my performance/knowledge/capabilities.• Full understanding of Capita systems/policies and procedures• Development contributor for AMS/AIDA projects• Secondment to Management Information (designed/created reports, vba programming)• Secondment to an additional outbound client to recover performanceTUPE to Capita July 2011

Creating and managing bespoke performance management tools to be used across more than 25 clients ranging from utilities to charities to banks to mobile networks. Re-designed the structure and clarity behind the bi-annual bonus schemes in Ventura for over 2,500 employees. Recognised by senior management for outstanding contributions to the business and various clients for work on customer quality.• Scorecards created for Ventura (Advisors and Team Leaders)• Quality database creation and management for over 25 clients• Commission structures re-vamped to support drive in client performanceTUPE to Capita July 2011

Customer service queriesTUPE to Capita July 2011

A top performing Team Leader constantly ranked in the top 5% across 1,000 Team Leaders. Successful in every area as a Team Leader and recognised throughout the business for my knowledge and capabilities especially after the previous role which was dedicated to performance management across over 25 different clients. When I took the Team Leader role I was offered a place with any client due to demand for my performance/knowledge/capabilities.• Full understanding of Capita systems/policies and procedures• Development contributor for AMS/AIDA projects• Secondment to Management Information (designed/created reports, vba programming)• Secondment to an additional outbound client to recover performanceTUPE to Capita July 2011

Creating and managing bespoke performance management tools to be used across more than 25 clients ranging from utilities to charities to banks to mobile networks. Re-designed the structure and clarity behind the bi-annual bonus schemes in Ventura for over 2,500 employees. Recognised by senior management for outstanding contributions to the business and various clients for work on customer quality.• Scorecards created for Ventura (Advisors and Team Leaders)• Quality database creation and management for over 25 clients• Commission structures re-vamped to support drive in client performanceTUPE to Capita July 2011

Customer service queriesTUPE to Capita July 2011