• Try to embed a new culture to become Customer orientated• Work with Senior leaders to influence way of working and decision making aligned to customer• Lead/Support interventions in business units• Up skill senior leaders with Systems Thinking methodologyExperience in several business areas, leading interventions in:Aviva UKI - OperationsAviva FinanceAviva India Life InsuranceAviva Singapore Aviva FranceAviva Canada

• Lead Customer Advisors to deliver their purpose of giving customers what is most suited to their needs.• Create and Implement measures within team. Analyse the outcomes to understand performance and where to make improvements• Improve capability of Customer Advisors to be competent at their job role and develop them to fulfil their potential. • Understand customer demand to ensure advisors are given the right and relevant training.• Facilitate shared learning within the team… Show more • Lead Customer Advisors to deliver their purpose of giving customers what is most suited to their needs.• Create and Implement measures within team. Analyse the outcomes to understand performance and where to make improvements• Improve capability of Customer Advisors to be competent at their job role and develop them to fulfil their potential. • Understand customer demand to ensure advisors are given the right and relevant training.• Facilitate shared learning within the team and department to improve.• Remove system conditions preventing our advisors from completing their job role.• Build a sustainable system and review to continually improve. Show less

• Support Customer Manager Performance sessions within all departments in UKDI.• Conduct coaching sessions for Customer Managers around managing performance and measures.• Running workshops with Customer Managers to engage and build knowledge on measures and performance.• Organise and Chair weekly centre performance meeting with Head of Business and Business Managers.• Deep dive into key measures to understand variation and communicate findings to ensure relevant action is… Show more • Support Customer Manager Performance sessions within all departments in UKDI.• Conduct coaching sessions for Customer Managers around managing performance and measures.• Running workshops with Customer Managers to engage and build knowledge on measures and performance.• Organise and Chair weekly centre performance meeting with Head of Business and Business Managers.• Deep dive into key measures to understand variation and communicate findings to ensure relevant action is taken.• Act as a sounding board for others including Business Managers, Customer Managers and Change Managers regarding customer demand and how to optimise performance using this data alongside other performance measures.• Develop measures tools within UKDI to ensure they are fit for purpose. Show less

• Record live data through real-time recording software• Gather statistics for Live Premier League Football matches• Liaise with Sky Sports regarding Live Data feed, accuracy and player focus• Install and Remove equipment, ensure accurate set up prior to game commencement

• Lead a team of 2 Assistant Managers and 23 Control Operators to deliver SLA’s set by Home Office to ensure offenders were electronically monitored via electronic tagging accurately.• Lead a team to support over 150 Field Officers visiting offenders addresses to install, remove and check equipment to ensure offenders were accurately electronically tagged.• Develop Control Operators skills to effectively communicate with offenders, HM Courts, HM Prisons and Local Police… Show more • Lead a team of 2 Assistant Managers and 23 Control Operators to deliver SLA’s set by Home Office to ensure offenders were electronically monitored via electronic tagging accurately.• Lead a team to support over 150 Field Officers visiting offenders addresses to install, remove and check equipment to ensure offenders were accurately electronically tagged.• Develop Control Operators skills to effectively communicate with offenders, HM Courts, HM Prisons and Local Police forces.• Liaise with Home Office to ensure high profile offenders were tracked, and monitored effectively. Show less