As Learning & Capability Manager at Standard Life Assurance (part of the Phoenix Group) I consult on people and behavioural change across Customer Operations division. Leading the training and knowledge teams to build people capability through transformational change projects.

Consulting on people and behavioural change across Customer Operations division. Leading the training and knowledge teams to build people capability through transformational change projects.

Responsible for the identification and evaluation of current and future people capability requirements for Customer Operations, I consulted on people and behavioural change.My key achievements included:* leading the behavioural change project on Vulnerable Customers, reducing complaints and improving customer satisfaction results* building a successful business case for raising professionalism across the division through qualifications and accredited blended learning plan (currently in development)* leading the graduate programme for Customer Operations including recruitment, development and operational engagement* Finalist for CCA Most Effective Training Programme Award for Skills programme* Finalist for CCA Most Effective Training Programme Award for behavioural change programme

Leading the training team of Standard Life's Customer Operations division supporting transformational change through portfolio projects and people development initiatives.My key achievements included:* developing the Training Team from Operational Trainers to high performing Training Consultants* supporting extensive change programme with commercial training solutions* Finalist for CCA Most Effective Training Programme Award for redesigned Induction* delivering Team Manager development programme aligned to SVQ level 3

The Gleneagles Hotel is an award-winning 5 Star Luxury Hotel and Resort. As the L&D Manager I helped our 850 strong team deliver the exceptional service our guests expect. My key achievements included:* The Scottish Apprenticeship in Hospitality - a unique, aspirational three year programme for young people in hospitality* leading the Spirit of Gleneagles culture change programme * commission and design of Gleneagles first Learning Management System (LMS)* leading the operational project team tasked with the design of an online pre-start orientation module and the Certificate of Excellence Programme, building internal e-learning design capacity* introducing the Insights Discovery Profile to Gleneagles, using it in personal and team development to Executive Team level.

As the Deputy GM of a busy 128 bedroom city centre Holiday Inn Express, and aside from the day-to-day operational management, my main interest was the engagement and development of our team. My key achievement in Learning and Development was the development of an induction programme which was recognised and distributed to all 90 properties in the group. As part of the roll-out support I designed and delivered Induction Buddy training to hotel based trainers.

Duty manager of high performing pub/restaurant* Scottish Front of House Trainer responsible for refresh programme, delivered to businesses nationally

Management of Front of Store team responsible for implementation and maintenance of brand promotions.* Organisation of store events with audiences up to 200