Spearheaded and led transformation initiatives within the People function, driving organisational change and enhancing operational effectiveness Developed and implemented strategic plans to optimise function, design a new operating model, and improve the service experience for employees and pension scheme members Led cross-functional teams in the design and implementation of transformation projects, ensuring alignment with wider strategic plans to time, budget, and quality Experienced in working with professional advisors, and negotiating complex commercial and contractual agreements at pace and in a dynamic environment, including TUPE transactions Acted as a trusted advisor to senior leaders, providing guidance and expertise to inform the transformation strategy and initiatives

Reporting to the Director of People Operations, I'm responsible for the operational leadership of the John Lewis Partnership's pension scheme, comprising 184,000 members A member of the People Operations Leadership Team, a multi-discipline HR administration function serving the needs of 65,000 Partners through the Hire to Retire employee lifecycle Secured investment for and delivered changes to improve customer experience and business processes focused on removing root causes of failure and technology optimisationExperienced in leading development and implementation across Oracle HR, Oracle Financials, and Workday platforms During my tenure, I led a full review of the administration and was accountable for the operational delivery of numerous pension change projects and programmes, including closure of the final salary (defined benefit) pension scheme with projected cost savings of c£240 million over 5 years Engage, inspire, and measure the contributions of both in-house and outsourced teams to successfully deliver a commercially sound, productive, and compliant service Led the ongoing relationship with the Trustees (an independent board) with accountability for the provision of pension services on behalf of the Partnership

Development and delivery of change interventions including supplier experience, stakeholder management, business readiness, transition, and post-go-live support Manage internal and external stakeholders impacted by change and ensure they are kept fully informed of all key developments Responsible for the creation of all change communications across initiatives using consistent and coherent messaging throughout the comms cycle, obtaining the appropriate sign-off from senior leadership Work with IT lead, business analysts, and subject matter experts to understand the detailed processes and procedures to translate them into training manuals and supporting material Create and document policies and procedures that feed into training Set the strategy and direction for the successful operational management of the project onboarding team; ways of working, disciplines, performance measures, and customer service standards Develop the transition plan for the operational business area to ensure there is clarity on tasks, timelines, and accountabilities to support a move to go live

Responsible for defining training strategy across the Partnership's key finance systems Accountable for the scheduling of all learning interventions matched with ensuring resource planning and customer requirements are met Led, developed, and inspired team to deliver world-class finance training to the highest standards to ensure compliance that reduces risk and costs across the business Responsible for the creation, review, and ongoing development of all appropriate training materials and support content, across all channels from classroom to online Works across trading divisions and head office to identify areas of risk and deploy targeted learning interventions that deliver results Support a culture of continuous improvement and work with project teams across head office to engage change and deliver service improvements then follow up with the appropriate training

Set strategy and direction for implementing supplier change programme within the John Lewis Partnership migrating circa 9000 suppliers to electronic billing and self-service Negotiating and obtaining agreement with several key internal stakeholders including Finance, Technology & Change, and Comms Recruitment and training of Onboarding Team to deliver targets through outstanding service and care Liaised with Supplier Management functions in both John Lewis and Waitrose to engage and secure supplier commitment Project delivered benefits on costs and efficiency savings, £3 million, and headcount reduction of 10 FTE

Responsible for the complete end-to-end people management of a team of Cabin Crew, including recruitment and training to support business and operational requirements within the Inflight Customer Experience (IFCE) function Led teams of Cabin Crew and Inflight Managers to achieve customer service, people, and operational targets through the consistent delivery of world-class customer inflight service Enhanced engagement and retention of high-value customers through recognition and relationship-building initiatives

Responsible for all aspects of performance management of around 150 cabin crew from all ranks (main crew, pursers, and Cabin Service Directors) Experience in negotiation and collaboration with trade unions as well as departments from all fleets within British Airways Responsible for assessing the Senior Crew members in the team by conducting line checks and briefing audits, as well as conducting performance appraisals (annual reviews) using calibration Expert in coaching and mentoring Effective management and implementation of change while positively influencing team members' engagement and adoption Championed new recognition schemes and worked closely with colleagues across the airline to effectively enhance productivity, morale, and engagement with the BA brand through periods of change

Responsibility for leading a large retail city centre branch with c20 employees including an Assistant Branch Manager and Counter Manager to achieve Service, Value, and Operational Rigour standards and exceptional retail results Area Service and Commerciality champion - improved service and business execution across all branches in my area. Independent Third Party mystery shoppers scores improved 20%, year on year