I am a senior operations professional, focused on delivering operational & customer service excellence. My breadth of experience includes building & leading future-focused operations and contact centre teams for an omnichannel plc with 12,000 employees & 2,500 stores. In addition, I have a valuable depth of expertise in the delivery of strategic initiatives & turnarounds, optimised company communications and employee engagement.My ability to build an environment of team empowerment underpins exceptionally high-levels of staff retention and a strong record of achievements. Promoting a culture of reward, recognition and personal development, is central to my participative management style. I have established & developed high-performing teams across diverse functions and projects.Within two sector-leading businesses I have contributed to the delivery of step-changing strategic imperatives, including: multi-channel development, a company merger, business growth during a period of acquisition and omnichannel integration. Working within regulated and competitive sectors, I have acquired in-depth knowledge of regulatory compliance. This has enabled the optimisation of commercial, operational and customer initiatives, whilst ensuring the company meets strict industry requirements.KEY SKILLS:• Controlling +£million operational budgets & optimising financial returns• Monitoring & responding to operational performance in fast-paced environments • Translating board’s multi-channel strategy; disseminating the vision & creating actionable plans• Building relationships across internal functions & external organisations• Increasing staff engagement levels through targeted initiatives & incentives • Implementing robust compliance, operational processes & data reporting tools• Managing operations & communications, whilst delivering strategic initiatives• Embedding a customer-centric culture & enhancing customer experience• Coaching individuals to reach their potential