Richard H. Email & Phone Number

Birmingham, England, United Kingdom

Birmingham, United Kingdom

I am responsible for supporting the development needs of the organisation with a focus on people and technology. This includes designing and delivering induction, management and leadership, skills development, and culture training. I also lead the delivery of training for strategic activities, such as our Modernising IT programme and our EDI programme.In.

Warwick, UK

I was responsible for recruiting and managing an L&D team to support the rapid growth of an energy company that wanted to challenge the market.I introduced a new induction programme, a learning management system and a leadership development programme that focused on talent and succession planning.

United Kingdom

• Roles & Responsibilities:
• Project Managing the T&D requirements for business-wide projects.
• Creating and maintaining project documentation including RAID Logs and Quality Records.
• Creating and implementing Design & Delivery Stage Plans.
• Scoping and designing instructor-led training interventions.
• Recruiting and managing a team of Trainers to deliver project interventions.

UK, The Philippines, India

• Roles & Responsibilities:
• Managing T&D requirements for outsource partners in the UK, India and the Philippines.
• Project Managing the T&D requirements for Sales & Movers launches and campaigns.
• Scoping, designing, delivering and evaluating training interventions for Sales and Movers.
• Developing and maintaining stakeholder relationships, from agents to directors.
• Accrediting, observing and supporting outsource Trainers.

UK, India, The Philippines

• Roles & Responsibilities:
• Delivering cultural transformation programme to all levels, up to and including directors.
• Delivering Sales training interventions including Induction Programmes, Management Development Programmes, Employee Up Skill, Cross Skill and Enhancement Workshops.
• Analysis of KPI & HR Data to identify training needs across the Sales Operation.
• Designing training interventions to address identified training needs from an individual up to an operational level.
• Evaluating training interventions against objectives and investment.

Birmingham, United Kingdom

• Roles & Responsibilities:
• Managing a team of Collections Agents collecting Early Arrears for Telewest, through inbound and outbound collections.
• Undertaking 121s, quarterly and annual performance reviews, personal development reviews and disciplinary meetings. Providing coaching and feedback to improve agent performance.
• Managing the outbound dialler during early morning (8am), evening (10pm) and Sunday shifts.
• Taking escalated calls from customers who are struggling or refusing to pay.Key Achievements:
• Managed the top performing Collections team (cash collected) for 18 of 24 months.

Birmingham, United Kingdom

• Roles & Responsibilities:
• Delivering training interventions including Induction Programmes, Employee Enhancement Workshops.
• Providing Subject Matter Expertise for the design of Sales through Service Programme.

Birmingham, United Kingdom

• Roles & Responsibilities:
• Handling general customer enquiries including account balances and transfers.
• Generating mortgage, insurance and new account leads.

Preston, United Kingdom

• Roles & Responsibilities:
• Selling third party products including Capital One Credit Cards, Loans and marketing space for Loot Magazine.