Lynn Hickson-Forde Email & Phone Number

Glasgow, Scotland, United Kingdom

Glasgow, Scotland, United Kingdom

Glasgow City, Scotland, United Kingdom

As the Continuous Improvement Manager for the Global Engineering function, I was responsible for leading the development and delivering of significant continuous improvements projects. I delivered significant cost and efficiency savings through streamlining processes, procedures and work practices. As a result I was recognised from Chief Executive in 2018 with the Worldwide Lean Innovation Award, appointed the lead for Primary Engineering and STEM Programme within Scotland and UK Lead for Lean… Show more As the Continuous Improvement Manager for the Global Engineering function, I was responsible for leading the development and delivering of significant continuous improvements projects. I delivered significant cost and efficiency savings through streamlining processes, procedures and work practices. As a result I was recognised from Chief Executive in 2018 with the Worldwide Lean Innovation Award, appointed the lead for Primary Engineering and STEM Programme within Scotland and UK Lead for Lean Training and Development across engineering.I identified opportunities to streamline processes by working closely with colleagues to define existing processes, remove waste, and embed lean management principles to enable enduring changes. I project managed change initiatives and embedded new lean processes to deliver sustainable efficiency savings while improving quality of engineering activities. I successfully delivered several Continuous Improvement projects across the UK engineering functions covering end-to-end process re-engineering and design. I also engaged the engineering workforce to learn and understand lean management principles through delivering training and working in collaboration to deliver significant improvements in performance in quality and cost. I prioritised the sharing of a common strategic goal that facilitated the drive and innovation within the engineering function including creating a new Quality Control Model. Show less

In this role I was responsible for actively leading engagement activity for the Engineering Our Future (EOF) Programme. I led the EOF programme and engaged with the engineering workforce to identify new projects and initiatives and drive the engineering culture into a continuous improvement-based culture. I successfully achieved an increase in Employee Engagement from 65% to 78% across a 12month period due to various innovative approaches. I was able to liaise and collaborate with… Show more In this role I was responsible for actively leading engagement activity for the Engineering Our Future (EOF) Programme. I led the EOF programme and engaged with the engineering workforce to identify new projects and initiatives and drive the engineering culture into a continuous improvement-based culture. I successfully achieved an increase in Employee Engagement from 65% to 78% across a 12month period due to various innovative approaches. I was able to liaise and collaborate with engineering colleagues to engage with the change requirements to encourage sharing of best practice, define engineering ambitions and driving the change required in quality and cost across the organisation. As a result of my approach I was asked to lead continuous improvement across the engineering function for the company. Show less

I was responsible for supporting projects including ensuring all projects were delivered on time, to budget and within specification. I established and maintained positive working relationships with Senior Managers and Project Managers. I continually identifying business opportunities for business, information and technological changes that support business plans and future objectives.I identified opportunities to adapt changes across information management, technology and digital… Show more I was responsible for supporting projects including ensuring all projects were delivered on time, to budget and within specification. I established and maintained positive working relationships with Senior Managers and Project Managers. I continually identifying business opportunities for business, information and technological changes that support business plans and future objectives.I identified opportunities to adapt changes across information management, technology and digital changes, and overall process changes to support organisational change while liaising with Senior Managers and Project Managers. Show less

As a Cabin Crew Manager, I led a team of 120 cabin crew members ensuring there was a consistent high level of customer service across the department. I chaired team meetings to update and train the team in new corporate polices, legislation, safety and security while ensuring these are embedded into everyday working practices. I monitored and analysed the team’s performance, identifying trends, tracking performance of inflight service while encouraging a continuous improvement approach at all… Show more As a Cabin Crew Manager, I led a team of 120 cabin crew members ensuring there was a consistent high level of customer service across the department. I chaired team meetings to update and train the team in new corporate polices, legislation, safety and security while ensuring these are embedded into everyday working practices. I monitored and analysed the team’s performance, identifying trends, tracking performance of inflight service while encouraging a continuous improvement approach at all times. I collaborated with partners to ensure effective management of IR issues and keeping up to date with company policies and legislation to ensure a safety-first approach is adopted. Show less

I managed the day-to-day operational activity for over 400 contact centre staff covering systems and administrative support including Database Management, UAT Testing and domain administration activities. I provided first-line support for voice and data faults and providing services to rectify issues and faults quickly in line with internal Service Level Agreements (SLAs).I also trained and supported colleagues by providing IT workshops for general IT skills, Office applications and… Show more I managed the day-to-day operational activity for over 400 contact centre staff covering systems and administrative support including Database Management, UAT Testing and domain administration activities. I provided first-line support for voice and data faults and providing services to rectify issues and faults quickly in line with internal Service Level Agreements (SLAs).I also trained and supported colleagues by providing IT workshops for general IT skills, Office applications and internal applications to improve usage and mitigate faults/issues being raised. I reviewed processes and procedures including supplier productivity of support services to identify cost and process savings while monitoring performance, completing reports and developing new processes to adjust to new practices. Show less