Mike Lakinski Email & Phone Number

The role includes responsibility for all Enterprise contracts and operations nationally working with and reporting to the Director of Independent Services. This post includes management of Regional Contract Managers and overall responsibility for PeoplePlus New Enterprise Allowance (NEA) Contracts and all Enterprise related contracts and services. This will include leading people, driving performance, Budget P&L, ensuring quality and compliance standards, Contract and Relationship Management,… Show more The role includes responsibility for all Enterprise contracts and operations nationally working with and reporting to the Director of Independent Services. This post includes management of Regional Contract Managers and overall responsibility for PeoplePlus New Enterprise Allowance (NEA) Contracts and all Enterprise related contracts and services. This will include leading people, driving performance, Budget P&L, ensuring quality and compliance standards, Contract and Relationship Management, MI, business development and Enterprise related projects Show less

The role includes responsibility for all Enterprise contracts and operations nationally working with and reporting to the Head of Enterprise. This post includes management of Regional Enterprise Managers (REMs) and is a role supporting the Head of Enterprise with responsibility across all Enterprise related contracts and services. This will include people management, ensuring quality and compliance standards, driving performance, reporting MI, business development and Enterprise related projects

North East England

PeoplePlus is the UK’s leading welfare to work and training providers. For almost 30 years, we have worked with local communities to deliver services that improve people’s lives and help neighbourhoods and businesses to flourish.We work as a Prime Provider on behalf of the Government to deliver the Work Programme. This means that we support individuals with training, advice and support to enable them to get back into paid employment or we help them set up their own… Show more PeoplePlus is the UK’s leading welfare to work and training providers. For almost 30 years, we have worked with local communities to deliver services that improve people’s lives and help neighbourhoods and businesses to flourish.We work as a Prime Provider on behalf of the Government to deliver the Work Programme. This means that we support individuals with training, advice and support to enable them to get back into paid employment or we help them set up their own businesses.The role includes responsibility for all Enterprise contracts and operations nationally working with and reporting to the Head of Enterprise. This post includes management of Regional Enterprise Managers (REMs) and is a role supporting the Head of Enterprise with responsibility across all Enterprise related contracts and services. This will include people management, ensuring quality and compliance standards, driving performance, reporting MI, business development and Enterprise related projects Show less

Stockton On Tees

Head of Customer Operations of 4finance's UK operation. 4finance Group is an international company that provides flexible and convenient financial services to 750,000 customers throughout Europe in its 5 markets. Find our more at www.4financegroup.com This role is to establish 4finance in the UK corporately and launch our brand, 'Vivus', into the UK market

My remit was to plan, execute and evaluate the relationship management and business development strategies, ensuring customers and partner’s priorities were reflected and new services identified to satisfy need. It was necessary to manage effective and sustainable relationships with partners, marketing channels and suppliers. Examples of success include• Lead the product creation and introduction of a series of public funded services around innovation for the North east business… Show more My remit was to plan, execute and evaluate the relationship management and business development strategies, ensuring customers and partner’s priorities were reflected and new services identified to satisfy need. It was necessary to manage effective and sustainable relationships with partners, marketing channels and suppliers. Examples of success include• Lead the product creation and introduction of a series of public funded services around innovation for the North east business community. Injecting in excess of £5m into direct funding for businesses to access knowledge intensive activities• Instigated and designed a unique collaborative partnership model for the creation of a Growth Hub, whereby high growth businesses can access appropriate and comprehensive support• Instigated and designed a unique approach to supplier sourcing and developed its business case. Cost savings in excess of £250k per annum were generated, against a single one off investment of £300k, whilst in addition having the capacity to allow future income generation to permit self sustainment• Designed and modified an approach to the allocation of pre-start business support funding, effecting £1.5m per annum. Market intelligence and resource re-modeling was used to create a new approach that was implemented in extremely tight time scale• Integral part of the Senior Management Team that established a new regional business support organisation and driven its performance to exceed all targets, helping in excess of 33,000 customers and creating 5000 businesses per annum• Developed an extensive range of channel based contacts across the North East to promote products and services and achieve business referrals Show less

I lead and drove the innovation function, both developing strategy and implementing new services and continuously improve existing services. I championed change and ensured continuous improvement across Teams and Contractual delivery. Further responsibilities included ensuring necessary resources were devoted to supporting the delivery of added value services and operational and strategic accountability for the specialist delivery Teams.• Established and created a comprehensive… Show more I lead and drove the innovation function, both developing strategy and implementing new services and continuously improve existing services. I championed change and ensured continuous improvement across Teams and Contractual delivery. Further responsibilities included ensuring necessary resources were devoted to supporting the delivery of added value services and operational and strategic accountability for the specialist delivery Teams.• Established and created a comprehensive approach to Business Support Events. Drove annual delegates attending from well below 500 to over 3000 • Designed a unique approach, based on return on investment principles, to the application of Public Sector funded subsidies focused on positive outputs and impact• Significant focus on Operational targets; Successful management and control of direct subsidy provision to small businesses, over £2m in last two years This, in respect of access to Private Sector Consultants alone, has generated business to the value of £2,704,510.00 Specialist Brokerage Teams all exceeding targets Customer Satisfaction exceeding 90%• Instigated and developed a Procurement Strategy and support programme to help small businesses win business from either Public Sector or Large Businesses. To date in excess of 1000 delegates have benefit from access to the scheme, examples exist of multi million pound contracts being secured as a result• Integral part of the Operational Management Team that has driven business performance to exceed targets and be amongst the best performing Business Links in the Country. The success and approach of the whole organisation acknowledged by winning the prestigious North Of England 2006 Investors in Excellence Award Show less

I was accountable and responsible for all operational activity relating to the inbound Call Centre, including Internet, Data Capture and Mail. Here I planned, developed and implemented operational strategy, taking full ownership of Business performance ensuring all service level agreements were exceeded within a multi-client, Bureau environment. Effective change management and a drive to create a high performing customer focused culture were vital.• Significantly improved Call Centre… Show more I was accountable and responsible for all operational activity relating to the inbound Call Centre, including Internet, Data Capture and Mail. Here I planned, developed and implemented operational strategy, taking full ownership of Business performance ensuring all service level agreements were exceeded within a multi-client, Bureau environment. Effective change management and a drive to create a high performing customer focused culture were vital.• Significantly improved Call Centre performance within a short time to consistently exceed all Clients service level agreements and at an exceptionally high level, within strict budget constraints• Raised grade of service to consistently achieve 95%• Improve abandoned rate to a consistent normal of 1% from over 5%• Speed of call answer to 5.3 seconds per call from over 15 seconds• Overseen the introduction of a formal Performance Management system into Inbound Services• A key part of the Senior Management Team negotiating and then introducing major new Clients into the Business• Established formal reward and recognition and Staff Consultation schemes• Instigated the successful implementation of a Workforce Management solution to ensure efficient scheduling of Staff and improve efficiencies, and an Inbound Email Management tool to ensure effective handling• Introduced Call Coding to assess the nature of all inbound calls and allow effective and accurate feedback to Clients Show less

Part of the Senior Leadership Team for the Contact Centre to inform and support the formation of strategic vision. Ensuring effective implementation of change across the Call Centres by translating the change into local plans. Build, lead and deliver exceptional Sales and Service performance through powerful leadership, motivation and development to agreed targets and of service and revenue generation within agreed cost parameters. Ensure a high performing and committed customer focused… Show more Part of the Senior Leadership Team for the Contact Centre to inform and support the formation of strategic vision. Ensuring effective implementation of change across the Call Centres by translating the change into local plans. Build, lead and deliver exceptional Sales and Service performance through powerful leadership, motivation and development to agreed targets and of service and revenue generation within agreed cost parameters. Ensure a high performing and committed customer focused environment.Key Achievements: -• Transformed an operation unit of 100 staff from poor and failed performance to exceeding all operational and sales targets. Additional achievements included• Raised service levels from 0% to 80% (on target)• Increased call capacity by 200% • Paper backlog -improved from an excess of 2000 individual items of work to zero • Improved staff efficiencies by 30% • Achieved sales performance for all products at a minimum of 200% of target• Recruited Team Leaders to address issues surrounding the Business ability to recruit sufficient volume and calibre. As part of team assessment centres for over 200 candidates, assessed and selected 40 good quality, potential leaders into the business Show less

Stockton On Tees

Research, plan and implement business Marketing initiatives for Operational Customer Services. Liaised and consulted with Barclaycard Marketing to analyse and research new initiatives for existing products and assess deliverable capacity. Monitored and evaluated performance of existing product range and ensured that highest quality was maintained across the customer proposition. Extensive operational experience gained across customer service, debt collection and legal… Show more Research, plan and implement business Marketing initiatives for Operational Customer Services. Liaised and consulted with Barclaycard Marketing to analyse and research new initiatives for existing products and assess deliverable capacity. Monitored and evaluated performance of existing product range and ensured that highest quality was maintained across the customer proposition. Extensive operational experience gained across customer service, debt collection and legal servicesAchievements include• Acted as Customer Service Lead Consultation on the created and implementation of Barclaycards new Customer Relationship Management system, working with Anderson Consultants on a three year £70m project• Led the testing and operational implementation of the new system into the Stockton site• Led a Project Team that implemented a major new business initiative, Barclaycard Energy, following a key personal contribution to its creation and inception. Successfully piloted and rolled out across the business, into multi-sited locations.• Project managed the streamlining of an inefficient paper driven process to request copy statements. Created a new and differing PC based system that reduced staff per item handling time by 5 minutes and end to end process time by 3 days• Devised and initiated new communications methodology for change and Marketing advice across the sites. This ensured that all staff received consistent messages and information, and created feedback processes to ensure continuous improvement• Implemented into Stockton site the 1997 Barclaycard Christmas Promotion. Acted as focal point for Marketing discussions prior to planned roll out, training, communication and evaluation to all Customer facing staff (in excess of 250) Show less

Hnd, Business Studies

A Levels, English, History, Econimics

Activities and Societies: Main activities were through sport, especially football, field hockey, badminton, volleyball, basketball. Whilst.