Achievements and responsibilities: • Leading on communication and engagement actions and strategy for projects within the Customer work stream• Collaborating with project managers to ensure change management activities are embedded into the project lifecycle, from planning to execution.• Successfully building and maintaining strong stakeholder relationships with project sponsors and key stakeholders to ensure stakeholders are well-informed and engaged throughout the change process.• Aligning change initiatives with stakeholder expectations and business objectives.• Enhancing business processes and operational readiness through defining, evaluation and improvement to business processes to enhance efficiencies, benefits realisation, and operational readiness before and after go-live.• Working collaboratively within matrix teams to streamline processes to support smoother transitions to new ways of working.• Increasing operational efficiency post-change, with measurable improvements, and enabling an effective handover to business teams post-go-live for sustained adoption.• Assessing impact of proposed changes on stakeholders and business processes, ensuring the organisation is ready for change through completing change Impact and readiness assessments • Support the design and delivery of training programs to equip employees with the knowledge and skills needed for new processes and technologies.

Achievements and responsibilities:• Successfully managing Housing Services’ stakeholders to understand andcommunicate requirements, and mitigate risk to implement one of the largest rollouts of Microsoft Dynamics 365 in Europe.• Supporting Subject Matter Experts to collaborate across the entire programme, to achieve successful cross functionalprocess flow across teams/departments including adoption of aligned working practices and standards (where suitable)• Visibly lead and promote change for Housing Services through designing and conducting change management activities such as CIAs, roadshows, bespoke training sessions to successfully embed change."• Identifying criteria to measure the success of the implementation and giving teams the tools toadopt a culture of continuous review and change.• Working collaboratively with the Training Team to design a training plan and a wide variety ofmaterials so that training is executed in a variety of forms (webinars, classroom, virtual drop-ins) for 100s of staff to ensure new working practices and cultures are successfully adopted.• Assisting to investigate and facilitate successful data cleansing and migration from varioussources and systems into Dynamics 365,• Co-ordinating with other Business Partners and our Test Team to create a suite of test scriptsto ensure the proposed solution and system is vigorously tested across the entire breadth ofthe solution functionality. •Collaborating to create effective post go live support for end users, to ensure training is reinforced and bugs are quickly triaged and escalated for resolution.

Achievements and responsibilities:• Chosen as the person within the business who has expert knowledge and experience ofneighbourhood processes and procedures as part of A2Dominion’s implementation of Microsoft Dynamics 365.• Working alongside the A2Dominion ‘Fit for the Future’ Project Team and external changepartner to assist with the design, build and implementation of the new operating system• Collaborating within the operations team to develop process flows and help refine theproposed system architecture• Testing for prototype systems and processes and reported on their performance• Liaise with internal stakeholders to make decisions and to update on progress and potentialblockers

Key achievements and responsibilities• Following a restructure in 2017, the successful amalgamation of two separate Neighbourhood Teams into one high-performing integrated team, consisting of eight staff across two locations.• Leading a team of Neighbourhood Officers to provide a proactive and engaging tenancyservice demonstrating awareness of potential implications on departmental and organisationalKPIs and budgets.• Working cohesively with the Lettings and Property Services team to ensure a seamlessservice is provided to residents.• Managing staff performance and development, including dealing with promotions and careerdevelopment, as well as informal and formal performance management when required• Thoroughly investigating expressions of dissatisfaction identifying lessons learned and areasfor service improvement• Working closely with the Head of Neighbourhoods to implement strategies and change todrive growth and customer satisfaction across the business

Key achievements and responsibilities:• Champion in both Safeguarding & Subject Access Requests• Successfully made a permanent Area Manager from an initial secondment•Successfully supported team through a restructure from generic Estate Managers to specialist Neighbourhood Officers in April 16Additional responsibilities as a generic Area Manager (tenancy management and income recovery) included• Day to day management of six Estate Managers and one Housing Assistant, motivating anddeveloping the team to deliver excellent customer service.• Ensure effective delivery of the Group’s Housing Services tackling anti-social behaviour, rentcollection and general tenancy management issues for General Needs residents• Monitoring targets and KPIs within both Income Recovery and Neighbourhood and EstateManagement function of the team.

Key responsibilities:• Management of approximately 300 properties across the Hampshire and West Sussexcounties, responsible for income recovery and tenancy management of general needsresidents.• Offer money and Welfare Benefits advice and budgetary advice to tenants who fall intoarrears, referring to other agencies and internal services as appropriate.• Resolving breaches and disputes concerning terms and conditions of the TenancyAgreements and in line with A2Dominion ASB policies and procedures.• Prepare and issue Legal Notices such as NOSP’s and NTQ’s and to attend Court asnecessary.• To regularly monitor condition of estates and liaise with internal teams if standards drop, torectify problems.