Key responsibilities: Operational management of circa 75 staff and 4 Team Leaders who provide a membership payment collection service to our clients in the Health and Fitness Industry. I am responsible for the client relationship for the Top 10 clients, working closely with them to improve their business retention. Key achievements include: Introduced Quality Assurance process, Internal Audits, Customer Satisfaction measurements and increased service delivery turnaround times. Created a strong work ethic and supportive environment for all staff. Staff satisfaction rating improved from 5.7 to 8.3. Introduced career path and bonus scheme for staff and team leaders, encouraging progression and rewarding high performance.Introduced increased opening hours to be flexible to our clients and their members.Recruitment and development of over 75 staff and 4 Team Leaders due to business growth.

Key responsibilities: operational management of circa 60 administration & enquiry handling staff within an Investment Bond New Business servicing department; relationship management with our UK sales force and business partners to establish and deliver service levels aligned to the sales strategies; process management - driving continual process efficiencies to increase productivity and reduce costs; performance management of Team Manager direct reports; budget & risk management; recruitment, development and training of all staff.Key achievements included:Delivered an efficient service investing in excess of £750m of single premium business year on year.Implemented and trained staff on a new administration system, liaising with business partners, to ensure processes and procedures were aligned.Increased area productivity levels by in excess of 15% through removing non value add tasks. Successfully reduced costs by 25% by re-structuring and process re-engineering.Coaching and developing staff and Team Managers to produce high-performing, motivated teams. Successful Compliance, Health and Safety and Regulatory audits.

• Operational management of a dedicated call centre to key Independent Financial Adviser (IFA) accounts across the UK. • Development, monitoring and performance management of staff• Planning training and supporting staff to achieve relevant qualifications• Recruitment and selection of staff• Relationship management; facilitating regular service review meetings with Key Account Directors and delivery of Service Level Agreements. • Planning and managing daily resource • Attendance Management