Manage a multi channel dual site Contact Centre of up to 180 associates which process >2.5 million calls yearly for the UK market. Manage a diverse set of teams including inbound phone handling, Secure Messaging, and back office areas in a highly metricised and regulated environment. Responsible for delivering a multi product revenue plan for Customer service & Sales including £1.1bn in cash transfers. Accountable for the delivery of bespoke service levels and customer experiences to key strategic partnerships. Implement strategic and tactical initiatives to improve performance and to streamline business processes.

Provided leadership for a team of 12 experienced Business Managers, drawn from all business areas that were be deployed as a management resource for managing teams, projects and tasks. Responsibility for capacity planning and forecasting to maximise efficiency and lean management to support business requirements.

Initally responsible for managing high volume recruitment activity for a two site operation before taking up the role of Employee Relations Manager. Responsible for managing disciplinary and grievance cases involving claims and/or litigation or regulatory hearings. Provided support and advice to business managers on all employee relations matters such as performance management and employee legislation issues.