Identify key issues and trends across the operational areas from the use of observations, T&C and QA feedback mechanismsCreate short, medium and long term development plans for our people and own this process measure effectiveness and reportChallenge process and technology in order to improve current controls and systems.Provide required management information to the Head of OpsTo maintain individual performance development plans for our team coaches and provide summaries and highlights to managementTo champion the use of Training, Competence and Quality assurance within operations for the purposes of compliance and staff developmentMaintain competence under Think Money Group’s Training & Competency SchemeProvide feedback on call structure through remote listening and side by side coachingConduct 2nd level Supervision in line with Think Money Group’s Training & Competence SchemeBe creative and inspirational in your approach towards people development.Compile and report on relevant MI measuring and monitoring team performance against KPI’s including tracking action plans and subsequent remediation activityMaintain up-to-date knowledge of industry developments and regulatory requirements Demonstrate best practice at all times in relation to compliance, regulation and staff engagement.Elearning modules

To train and coach operations staff to improve performance across all KPI’s· Day to day management of the L&D team consisting of six direct reports · Monthly 121, quarterly and annual appraisals/quality observations · Resource Planning• Carry out where required induction’s for new employees• Train, coach and develop new advisor's to company and regulatory standards• Train, coach and develop existing individuals within the operations department to improve their performance• Conduct classroom training sessions as well as one to one coaching and feedback sessions• Call monitoring to ensure compliance and regulatory standards are met• Compile coaching and development reports on department performance• Produce smart objectives• To motivate and champion the agents

Led the team to two successive nominations for outsourcing partner of the year award for Customer Service.Undertook a review of all SLA’s/KPI’s and location of work performed delivering cost savings and improvements to customer service for our clientLed full end to end review of all P2P processes undertaken in partnership with the client establishing an ongoing cost reduction programme to deliver customer service improvements and a cost saving of £200k Supported a major client through their transition from SAP R3 to ECC, this involved ensuring geographical alignment for the operational teams did not affect the overall customer service being delivered. The project was successfully implemented with the team receiving the highest customer service feedback possible from the contract managerRenegotiation of the client contract leading to the successful renewal with a new cost model embeddedCustomer Service manager throughout the transition and implementation of a new customer moving from a paper based to a full P2P Platform. This was a challenging relationship due to the significant client process changes. With weekly meetings, effective communications, on-site training and buy-in from the top down, I was able to turn the customer satisfaction from a rating of 1 (very unsatisfactory) to 3 (satisfactory) in a period of 4 monthsResponsible for managing 5 Team Leaders & 50 staff overseeing recruitment & selectionManagement of TUPE employees and the support of the customer’s redundancy processCompleted regular staff and SLA performance reviews and customer service reviewsEnsured customer incidents are managed to within SLAs with action plans for breachesSet & managed KPIs & SLAs to ensure adherence & reported to Head of Operations Provided escalation management and support and resolved service issues.Identification of growth opportunities within current contractsKPI contractual compliance management

Key Responsibilities included;ServiceDelivery of full Accounts Payable and Helpdesk function for 2 key customersStandard Operating Procedure delivery Responsible for Indian Offshore operationsCollation and distribution of monthly perception reports Management of customer year endPeople ManagementManagement of 6 onsite employees at a customer site and 10 Accounts Payable and Expense employees for another customerResponsible for overall delivery of 28 offshore resources Key Achievements;Responsible for improvement to exception management processing Implementation of exception parking proceduresSuccessful turn around of negative customers and suppliers to XPS advocates

Key Responsibilities included;Supported the transition journey of P2P from a new customer to XchangingManagement of 4 TUPE employees and the support of the customers redundancy processResponsibility for the team processing invoices and delivery of VIP service

Management of the Mortgage back office and administrations teams

Key Responsibilities included;Responsibility for delivering back office processing for UK, France and South AfricaManagement and reconciliation of fee ledgersTrain the trainer for back office processingFee accounting Subject Matter ExpertSupport of restructure of administration centre

Key responsibilities included;Order intake managementProcessing and scheduling of production lines in manufacturing of automotive filtersCustomer query handling