Sam Carvell Email & Phone Number

Suffolk, England, United Kingdom

Leicestershire, England, United Kingdom

United Kingdom

LloydsPharmacy Ltd is the second largest retailer in the sector with 1500 pharmacies and 17,000 staff. This was a programme management role as part of a major business re-engineering to downsize the company to meet changing healthcare funding and a radically different retail environment. This was the first exercise of its kind at Lloyds and my role required ensuring all the operational and legal requirements of a major closure, redundancy and relocation programme were met. They were.Selected Achievements:• Designing and delivering the communication stream of the close down programme to the area’s staff, explaining the reasons for the changes and the redundancy and relocation options. • Successfully solving unexpected challenges across the region caused by the close down programme, including the disposal of unexpected, illegally stored items in premises with long leases. • Ensuring hundreds of affected staff were given the emotional support and practical assistance they required, while guaranteeing the company’s risks and interests were managed. • Maintaining the operation of the area’s stores until each specific closure date, ensuring revenue was maximised and contracted services delivered.

Lloyds had entered a period of considerable change largely due to changes in how local healthcare is funded. My role in the programme included staff management, P&L, customer satisfaction, safety and all other operational issues were my responsibility. I led around 23 branches employing approximately 250 people. Selected Achievements:• Designing and delivering the programme for area wide training of a new service time and quality payment scheme.• Delivering this in-depth training without disrupting the current performance of the area’s branches, tailoring the programme to meet local challenges. • Successfully meeting 100% of Lloyd’s KPIs for the region in two semi-annual inspections for all 23 branches. • Redesigning and successfully transforming the role of the Area Manager from an operational “trouble-shooter” to a strategic leader delegating to reskilled Branch Managers and their teams.

My success leading branches led to this promotion into a role supporting other managers to transform their stores. Much of my work involved supporting managers through complex and challenging HR and performance management situations. In this role I led for 50 branch stores. Selected Achievements:• Upskilling managers to cope with all forms of employee underperformance including high levels of absence, empowering them to solve, rather than endure these burdens.• Managing the dismissal of employees in serious or repeated breaches of company discipline, leading investigations and holding formal meetings, without any of these leading to employment tribunals. • Delivering a regular programme of monthly forums for leaders across the area addressing performance management challenges and introducing new company initiatives.

Leading several branches, my role, fundamentally, was to lead, train and deliver the highest levels of performance from staff, enabling us to reach commercial, financial and quality KPIs. Team building, recruitment and retention were crucial too, in a “zero fail”, highly regulated environment. Selected Achievements:• Delivering a huge improvement in the customer experience through improved people and systems management, verified by external audit.• Transforming branches several times to deliver the maximum benefit from IT upgrades, regulatory changes and new services by engaging, enthusing, upskilling and targeting staff. • Achieving 100% success rates in regular customer safety audits, demonstrating the highest levels of risk management practice were being delivered. • Changing business culture from the sale of goods to the delivery of services so customers’ needs were truly met, and Lloyd’s customer brand loyalty increased.

Education record

Education record