Senior Training Manager responsible for 18 outsourced sites worldwide.

Leading a large customer facing team of Associates, Team Managers and Regional Managers (Group Managers) virtually and site based across multiple marketplaces across Europe, Middle East and Africa.(EMEA)

Responsibility for up 100 associates working across over 40 locations in the UK and direct line management of 6 Team Managers. The number one priority for this role is to ensure that associates are supported to deliver a world class customer experience.

Managing a team of 20+ associates delivering a world class customer service to our customer, drivers and logistics partners

Manage Customer service Analysts and maintain the quality model for the front office, new business and servicing area's within existing business. With external reporting to regulatory bodies.

Leading and managing a team of 15 Business Analysts - these are technical pension specialists, primarily in Defined Contribution to support 130 contact centre staff. Building and Maintaining strong relationships with different departments across the business Motivate, develop and appraise team members through the performance management cycle. Carrying out 121's and coaching sessions. implementing a personal development plan. Maintain and deliver Contact Centre quality sampling and check in monthly, whilst keeping to Audit and Conpliance requirements. Delivering a Contact Centre training plan to a high standard within tight timescales and last minute changes due to the fast paced environment. Providing monthly quality analysis to the Contact Centre department manager and Team Managers. Trend analysis on complaints and queries to drive improvement.

Managing team of 12-16 Customer service agents in a busy contact centre environment. The role involves all aspects of people management with a strong focus on metrics, coaching, soft skills, project work and recruitment.CF1 and FA2 qualified.

Technical Pension specialist, primarily in Defined Contribution. Worked in a team supporting 130 Contact Centre Staff. Provided classroom based training to groups of 4-11 new or experienced staff

Answering complex customer queries. A strong focus on customer service.

Various roles