Lisa Cooper Email & Phone Number

South East, Uk

London Area, United Kingdom

London, England, United Kingdom

Charity Organisation, People and Performance Culture Transformation Consultant, September 2020 to February 2021Approached to deliver coaching and development to senior management team to transform the structure and processes to introduce and support a robust high performance management culture linking KPI’s with performance measurements to the organisations vision, departmental goals, objectives and behaviours.

Invited to create strategy, lead, and execute transformation of people manager performance and capability with a focus on attendance and wellbeing management process and culture in order to deliver improved results within a unionised environment  Gained reputation of being an inspiring and motivational leader by authentic and successful delivery of presentations resulting in management and Trade Union engagement and satisfaction.  Provided successful consultancy services to rigid areas of business due to strong influencing image and thereby achieving change within the organisation.  Reduced absence by 2% within weeks through creation of robust governance, coaching and development of line management community  Tracked overall effect by introducing compliance monitor and audit processes. Proposed and submitted successful TOR to Director of People and Director of Transformation to transform corporate approach to attendance and wellbeing

London, England Metropolitan Area

Member of Leadership Team of Worldwide Airports (120 Airports), responsible for the creation and execution of change management programmes through strong leadership. Mitigating obstacles preventing service excellence particularly in EMEA, by collaborating with both internal and external key stakeholders and 3rd party suppliers and introducing performance management process to drive a customer centric culture. Globally enhanced NPS circa 10 points. Responsible for the graduate and work experience programmes and creating and introducing performance and development assessment matrix Created a vision which was delivered with the support of improved governance structures as well as produced and launched change management processes to embed a customer centric culture Enhanced efficient delivery and quality of customer services by introducing audit of supplier service against SLA and inclusion of behaviours into role profiles, induction and KPI measures Globally ensured the needs of customers amidst crisis by eliminating hurdles via introduction and embedding of a customer centric culture enhanced by “in the moment” resolution processes and removal of complexity in policy and practice whilst retaining legislative and regulatory responsibilities  Re-launched Airport Managers role profile and induction training to focus on behaviours and customer service

London, England Metropolitan Area

Programme and project leader to realise strategic transformational change with a focus on attendance management, capability, recognition, and development of people managers using Scrum approach of daily Stand Up and support, harnessing relevant experience and knowledge within the team through collaboration with business partners Re-skilled and improved the recognition of people managers and their teams by designing and executing an innovative modular induction and mentoring programme and applying a 70/20/10 learning methodology  Drove performance and capability to exceed attendance targets for crew community within one year for the first time which delivered £1.5m savings  Advanced and personalised customer service as a key member of the corporate steering group researching and launching the use of technology on board aircraft  Responsible for delivering the colleague engagement strategy for Worldwide Airports The department representative, leading the programme and liaising with Legal to deliver a redesigned international crew service – closure of some bases and development of contribution of others

London, England Metropolitan Area

Member of Leadership Team and Head of Mixed Fleet Development Team (MF), responsible for organisational design and People Strategy of the fleet, including on-boarding and development by collaborating externally and within the wider company to improve efficiencies, quality and capability of crew performance, identifying talent, and creating and launching development programmes to ensure the Fleet had the right people with the right skills to deliver the vision. Excellent planning skills, with the ability to handle conflicting strategic and operational priorities side by side Initiated and launched a total review of new entrant training to meet current demographic learning styles, and EDI, collaborating with, and influencing stakeholders, harnessing the use of technology wherever appropriate  Designed and launched process to identify talent and support career development to meet needs of rapidly growing fleet Member and leader of corporate steering groups implementing change programmes across the company such as transition of bmi to BA, integration of A380 to the Fleet - first ever aircraft of this type to BA and all legislative and operational needs had to be delivered and approved prior to aircraft operating