Restructure Directorate to meet evolving customer need.• Delivered each project phase on time.• Adhered to project scope, guidelines, milestones and task allocation to align personal progress against plans.• Tracked project status, timelines and action items from inception to delivery, keeping the project on schedule.• Provided daily feedback on risk and issues logged and change requests to enable early resolution.• Maintained positive, productive relationships with internal stakeholders through attentive stakeholder management skills.• Collaborated with cross-functional working groups to map current and future business activity plans.• Attended strategy meetings, building knowledge and strengthening understanding.

Improve casework standards and reduce risk to professionalism.• Participated in continuous improvement, generated suggestions and engaged in problem-solves to maximise benefits and minimise waste.• Built analytical models and performed deep dives to provide strategic insight into the standard of casework.• Reviewed front line managers' workplace assessments meticulously, to maintain consistent standards.• Conducted frequent evaluations to identify risks to professionalism while promoting corrective methods.• Gathered key data from monthly business reports and compiled into single narrative summary.• Connected a network of thirteen quality assurance leads via a schedule of monthly teleconferences and quarterly face-to-face meetings.

Present senior leaders with current performance against targets.• Co-ordinated monthly commissions for performance data.• Scrutinized submissions to verify data integrity, challenging inconsistencies at their source. • Identified trends, noted improvements and declines in performance, compiled into a briefing document.• Illustrated a visual interpretation by establishing and incorporating charts and slides into a hub. • Drafted standard operating procedure and standing working instructions for reporting performance.• Modernised performance reporting process, by designing a new platform.• Orchestrated the creation of sub-directorate performance hubs, to feed into the parent platform – providing guidance and sharing best practice.• Overhauled the Director’s Briefing Pack into digital format, directly linked to data sets.

Link services to deliver welfare to work for long-term unemployed.• Managed and motivated a team of 7, to consistently deliver quality services, as part of a new nationwide government flagship scheme.• Inspired outstanding operational performance, leading by example, managing priorities and meeting off-flow targets.• Coordinated the co-location of staff and services at local Work Program provider sites, establishing a joined-up service with clear lines of sight and improved communication.• Monitored team productivity and conducted regular 1-2-1 discussions and team meetings to track progress towards objectives.• Addressed customer issues with empathy and compassion to ensure a swift, satisfactory resolution – recommending and facilitating access to additional resources.

Launch government initiative to fund employment opportunities.• Lead a team of six newly appointed Youth Contract advisors.• Applied a direct approach to building team capability and offered sound advice and guidance towards meeting objectives and targets.• Demonstrated effective cohort management techniques for reducing caseload volumes and tracking progress.• Established an extensive customer database of skills to easily identify and match suitable candidates.• Presented group employability sessions, integrated pre-recruitment workshops and organised all-day job events, to enhance service offer.• Used local knowledge to make targeted approaches to employers, forging strong working relationships and securing exclusive access to vacancies.• Maintained accurate records, collected data, and generated reports.

Ensure seamless handover of patients to medical teams.• Supervised busy reception area by checking patients in via bespoke electronic system.• Shared communications between medical staff and patients.• Set new appointments, rescheduled appointments, and sent reminders.• Supported patients from diverse backgrounds and helped each person access medical services.• Linked medical, transport and porter services to ensure patients were able to attend appointments.• Dealt with patient enquiries in an efficient and courteous manner.