Michael Stanley-Dowd Email and Phone Number

Performance and Career GuideCreated a role-specific Performance and Career Guide, empowering colleagues to proactively plan their career growth by providing clear expectations for skills and behaviours at each level.AI Implementation and MindsetLed the development of an AI-focused learning strategy, collaborating with internal stakeholders, vendors, and our holding company to equip colleagues with essential skills for the evolving industry landscape. Apprenticeships and CoachingEnabled over 250 colleagues to achieve accredited management diplomas by leveraging the UK Apprenticeship Levy. Forged partnerships with coaching providers to address targeted skill development, resulting in improved performance and retention of key staff.Learning PartnershipsManage a portfolio of learning partnerships with key vendors (LinkedIn Learning, Adobe, Pluralsight, Coursera, Social Talent, Skillshare) to provide diverse, high-quality learning resources and foster a culture of continuous development.L&D FrameworkImplemented a progressive L&D framework, securing 40 hours of protected learning time annually for all colleagues and prioritising core competencies, culture and wellbeing, and future-ready skills. This has driven a culture shift, making learning a business priority integrated with performance management.

• Researched, procured and implemented a company-wide LMS which allowed us to consolidate all learning collateral into a single location. For the first time our global employee population now has access to learning on demand in multiple languages.• Expanded our internal eLearning production capability by investing in authoring software and training. I procured AI technology which allows us to produce well-designed eLearning content at scale, quicker and more cost-effectively than ever before. • Developed a highly-regarded global onboarding programme in 6 languages, ensuring that all new colleagues received a consistent message about the business, our values and our capabilities.• Cultivated relationships with our key technology vendors to ensure maximum extraction of value from these partnerships, both financially and functionally.

• Managed a team of technical trainers and was responsible for ensuring that resource was aligned to business objectives and that team knowledge and capability was continually developed.• Conducted 1-to-1’s and performance reviews with regular coaching, which ensured that the team remained motivated and clear on goals and priorities.• Developed strong working relationships with our Project Management and Product teams, to ensure alignment on KPI’s, SLA’s and roles and responsibilities, resulting in the successful delivery of numerous technology implementation projects.• Designed and implemented a series of workflow improvements, which allowed the team to work more efficiently and transparently, freeing them up to focus on higher priority tasks.

• Conducted training needs analysis to ensure accurate project scoping, stakeholder identification and capture of learning needs.• Delivered classroom-based and virtual training for our clients, agency partners and internal colleagues on Hogarth’s bespoke production workflow management tools.• Developed a suite of supporting training resources including SharePoint sites, videos, user guides, interactive PDF’s and handouts.• Extensive international travel to onboard and train new clients on our production tools and ways of working.

Diverse administration role including training and project management responsibilities• Responsible for training all new colleagues across process, product, systems, policy and customer service skill sets. Ensure that new starters meet the 90% required pass rate within the training period• Coach and train existing staff on new licensing products and processes. This includes side by side training as well as structured workshop sessions. Book training rooms and coordinate training diaries. • Conduct formal training evaluation and compile training reporting for management • Developed original training resources, such as systems and product user guides ,as well as presentation material for workshops• Designed a number of quick reference aides to help colleagues quickly navigate across multiple software systems. Created template responses for typical licensing enquiries to enhance productivity. • Account manager for large corporate customer accounts (£200K+ billing per year), ensuring that all billing, applications and other ad-hoc licensing and service issues are resolved within agreed SLA’sKey AchievementsDesigned, implemented and delivered a new starter induction programme, which has been met with acclaim by new colleagues and management. The time taken for new starters to support 80% of licence products has dropped from 18 months to just over 6 months. Initiated and managed a project to centralise knowledge assets within the team. This involved designing and coding several internal wikis as a training solution. This has resulted in an environment where colleagues can locate and share information quickly, while the wider department mitigates knowledge silos.Managed the training element of a project to transfer £60m worth of High Value Licenses from our policy team into Licensing. Created new training material and process flow charts to align with existing products. Trained eight colleagues to support new licences.

Provided advice and assistance to consumers and customers across all the CCT skill sets, including Telecoms, Business Radio, Interference and Broadcast. Responsible for developing and delivering all Business Radio, Interference Management and Broadcast training for colleagues in the CCT.Key Achievements· Re-developed the entire induction and training programme for seven new associates to the CCT in July 2011. This involved the design of new induction packs, planning and designing session plans for 22 different Telecoms work sessions as well as organising, de-briefing and co-ordinating six different training facilitators over a two week period. All attendees achieved in excess of the 80% pass rate requirement. Highly rated experience by attendees during post-induction evaluation.· Designed and delivered Business Radio training to 14 associates enabling the transfer of all first level calls from the Licensing Centre to the CCT in 2010. Attendees rated the course with a 95% satisfaction rate on content and delivery. The grade for passing the assessment exceeded expectations, averaging above 90%. This project also involved establishing, clarifying and documenting front/back office responsibilities as well as the creation of process flow charts.· Contributed extensively to our department obtaining ISO9001 accreditation in 2009/10. I identified ways to streamline existing reporting procedures and mapped new processes for logging and assigning interference and pirate radio cases between our central call centre and the investigations team. Part of this project involved successfully managing the handover of responsibilities for TV and radio interference back to the BBC.

Technical and trouble-shooting support role for an online DVD rental website. Managed all points of customer contact, responding to 50 e-mails and letters per day, as well as telephone enquiries.