Currently working on implementing the Redress scheme for survivors of historic child abuse in Scottish care settings.

During this post I delivered a new operating model, transforming the Operations directorate into the new Customer Services department of the Scottish Public Pensions Agency. The Customer Services Department is the largest in the Scottish Public Pensions Agency (SPPA), with approximately 230 staff. The SPPA Customer Service department’s main priority is to deliver an excellent customer service to around 500,000 customers across our pension schemes. The SPPA provides pension administration and payroll services to members of the NHS, Teachers, Police and Fire pension schemes in Scotland.As Business Change Manager, my duties included:• Planning and delivering the transformation of roles, teams and processes• Developing change and communication strategies • Managing risks and dependencies to ensure customers are not impacted by the changes and business as usual continues unaffected• Identifying opportunities for efficiency and ensuring scalability for future business

During this period I was split between two roles:ABS Project/Technical Support: Covered the day to day project management of the Annual Benefit Statement exercise for the four main Scottish public pension schemes. Introduced more project governance and wrote/maintained project documentation. Also provided technical support using data management, MS Access and VBA skills.Continuous Improvement (CI) Support:Conducted a pilot of a new approach to CI. The pilot looked to introduce new improvement thinking techniques and tools, with the long term aim of changing cultural attitudes towards change. Managed the training and introduction of CI support representatives to customer service teams. The pilot culminated with a detailed recommendations paper on the future direction of CI.

Led requirement writing, testing and implementation of workflows, auto allocation and user access for an integrated pension administration, pension payroll and member services IT system.I also led a continuous improvement (CI) focus group for the Operations Directorate. The purpose of this was to provide the foundations of a new CI framework for the agency.

Managed the extraction and preparation of data for four of the public pension schemes in Scotland (NHS Scotland, Scottish Teachers Pension Scheme, Police Scotland and Scottish Fire & Rescue Services). This required extensive investigation, data analysis, knowledge of the schemes and the use of multiple databases and administration systems.I liaised with the Government Actuary Department who in turn advise HM Treasury. The information is ultimately used to value the scheme and determine contribution rates.

Analysed all business processes in the Operations Directorate. Workes with staff from all departments to re-engineer, improve and migrate workflows across to the new pension administration system.Also involved in developing the theory for the new work task auto-allocation model.

Led a team tasked with developing administrative procedures for the new 2015 NHS pension scheme. This involved ensuring regulation compliance, change management and creating new work processes. Interpreted regulations and examined membership to predict what types of benefits would be payable in the first year of the scheme. Ensured staff had training and tools required to be ready to administer these benefits.

Responsible for reviewing and authorising the award of all types of benefits for the NHS Scotland pension scheme.

Inspector of all casino games and card room supervisor.

Managed retail shops across the Scottish Borders and West Scotland. Also managed town hall sales across Scotland.

Managed the Uaso Ngiro Baboon Project near Nanyuki in Kenya. The project collected data on habituated baboon troops, and also engaged in promoting eco-tourism in the area. I was responsible for managing 10 individuals - a combination of local staff and interns.Also conducted my own research into vocal communication in baboons, which was later presented at an International Primatological Society conference.

Along with two other students I helped create, plan and find funding for the Lone Wolf Project. This was an expedition to the Simien Mountains in Ethiopia. The project examined the conservation status of the most endangered canine in the world, the Ethiopian Wolf, and also studied the Amhara people of the Simien.I was responsible for organising travel and managing all technological equipment, which ranged from a tough book laptop to portable solar panels.