Michael Shields Email & Phone Number

Eccles, Machester

To manage the shipment of customer orders through the whole of the supply chain

To encourage completion and collection the 2011 census forms. To plan and deliver a significant improvement in response rates to hit stretching targets

Trained in the principles of continuous improvement - lean, six sigma and DMAIC to green- belt level, with a track record of delivering excellent customer service and value adding process improvements; Duties/Responsibilities: To act as the expert in terms of providing advice on prioritising and approaching process improvement within the Agent Services area. To work collaboratively with all stakeholders to deliver value adding process improvements that affect a customer base of 12000 sub-postmasters I lead, performance manage and motivate a team of 4.

- Implemented a new electronic expenses process in Post Office Ltd- Reduced the levels of unknown absences from 10% to 3.5%- Increased team efficiency by 15% by reducing resource and taking in new work- Led user acceptance testing for new managers intranet site- Input absence notifications into Hr sap system- Provided policy advice and support to line managers dealing with attendance management issues- Worked collaboratively with an area manager to reduce absenteeism in her area - making the area the highest performer nationally. I was recognised for this- Reduced the size of a transactional team and took in additional work without any degredation of customer service - Worked collaboratively with my team to ensure that employee health services was successfully re-deployed to line manager controlCo-ordinated user acceptance testing for a new managers intranet site, working with a range of stakeholders

To provide professional advice and support to a range of customers, on differing types of contract in the following areas:Pay and conditionsAttendance managementExpensesRecruitmentConductGrievancesThe Hr Service Centre provided support to over 12000 sub postmasters and 9000 employeesKey skills included:Excellent listening skillsExcellent communication skillsDisplay empathyDelivering customer excellenceAn ability to work quickly and accuratelyAble to interpret and provide practical advice on policy and processes