• As below plus management of the customer satisfaction Transactional Net Promotor Score for 15 countries across Europe• Increasing engagement by implementing a customer first approach to improving performance of project teams across all areas• Actively striving for customer satisfaction by actioning direct responses to customer feedback in the form of specific actions and/or improvement projects• Communicating performance throughout the business

• Head of Q&CI function for Grid and Power Quality Solutions and Service Solutions in the UK.• Responsible for: o UK Quality Management System - Implement and manage country wide audits internal - Adherence to external certification bodies for UK licenses to operate. o Deviation management - Customer complaints and customer satisfactiono Improvement projects against cost of poor quality - Lessons Learned• Building cultural change to embed continuous improvement methodology into every function across the UK business• Meet and exceed business KPIs

• Fully implemented the Leading Operating Model program via creation of a structured and organised plan across the division with the use of tools, effective meetings and communications.• Lead cross functional teams across all levels ensuring commitment to results and delivery by clearly defining roles, responsibility and accountability.• Manage current improvement projects and pipeline in the division, tracking benefits to meet and exceed 2019 division targets.• Maintain a strong communication network and relationships with all stakeholders across the business to ensure the success of LOM implementation and improvement projects.• Completed Yellow Belt & Green belt projects through to BAU execution with tangible and intangible savings.• Coach YB certification projects for division in UK. Mentor for Norway Q & OpEx Specialists.• Responsible for all Country Management Reporting for Q & OpEx department.• Promote and track usage of quality performance tools to enable quarterly analysis and identify areas for improvement.• Own and maintain Business Management System ensuring compliance with ISO accreditations.

• Coordinate membership of customers for [pro]Tech garage network, managing service benefits and create/maintain CRM database.• Communicate & administrate new members as signed by Field Technician Service Engineers.• Streamline and improve new membership administration in order to expedite customers to full membership status.• Manage subscription invoices and payments, track overdue payments.• Control of training database and administration of training bookings, attendees and certifications.• Create and communicate KPI’s for Engineer Service visits, membership allocation, subscription benefits, subscription payments and training history.

• Creation and implementation support for Project and New Business onboarding quotes for Business Development Managers.• Database, Process & Training Support for Recall Digital Services.• Troubleshooting database and productivity issues for Recall UK working with Operation Managers to achieve required standards.• Implementation and control for continuous improvement projects with tangible & intangible savings of over £8,000 in a 12 month period.• Manage the Rugby facility with Business as Usual activities of 10,000 per month including all aspects of people, facility & operational excellence.• Continuation of work within Compliance Board developing the Request Administration roles to include weekly & monthly KPI reporting.

• Accountable for all aspects of the Midpoint facility; Day to day and Project Operations, Security and Transport. • Management of 10 personnel including controls, training and development through Personal Development Plans and Personal Improvement Plans.• Business As Usual activities of 30,000 per month in a 600,000 cubic foot storage facility.• Continuous optimisation of transport network with a footprint ranging from Cardiff to Skegness.• Developed the team to become the first site in the UK to have fully flexible cross trained team members.• Improved productivity of 62% and reduction of headcount through lean business improvement methodologies.• Improvements of KPI’s; achieved 99.5% Perfect Order, 80% reduction in Data Integrity, Continued Zero Harm procedures maintaining zero injuries in a 3 year period. • Consistently achieved 100% Facility Maintenance score and 98% Security Evaluation.• Key member of Compliance Board, creating Job Evaluation Sheets with strict adherence to global SOP’s, training new starters across the country, performing site audits when required.

• Lead the management of the Rugby IC, maintaining a high Perfect Order score, ensuring compliance with Recall SOPs and Zero Harm policy. Led the H&S team to enable Rugby to be the first site to receive a 100% score from the Site Sponsor.• Stand as Service Delivery Manager to the Barclaysafe Standard Service: Managing the relationship between Barclays and Recall on a day-to-day basis, effectively communicating between Barclays’ Relationship Manager, Recall Account Manager and CARE to maintain SLAs. • Exceeded expectations in managing the successful onboarding of approximately 430,000 files from incumbent in a 45 day period resulting in zero lost files at the same time as implementing the BAU activity processes for Barclays Corporate. • Participated in three Kaizen events on Data Entry, Picking Process and Transport, implementing the LEAN principle resulting in reduced costs and increased productivity within Midpoint and Rugby IC’s. • Managed multiple data entry projects for multiple clients over a four year period completing over 350,000 files with a 97% accuracy rate.• Manage all temporary personnel requirements from negotiating with suppliers to inducting, training (Operationally and all aspects of Health, Safety and Security), supervising and discipline/dismissal of staff.