Event Organisation: Lead and organised multiple educational launches acrossvarious sites, as well as healthcare education fairs.Onboarding Suppliers: Successfully onboard suppliers post-contract, ensuringalignment with the Supplier Management Framework to facilitate smooth transitions.Risk Management Review Leadership: Lead governance risk meetings withstrategic suppliers to evaluate performance against contractual obligations, drivingaccountability and continuous improvement.Supplier Risk Management: Own and manage supplier risk profiles, implementingstrategies to identify, mitigate, and manage supply chain risks effectively.Due Diligence and Assurance: Conduct thorough due diligence and assurancereviews with suppliers, ensuring compliance and operational integrity.Strategic Development: Drive the strategy for professional services, collaboratingwith suppliers and internal stakeholders to promote innovation, efficiency, andbusiness development opportunities.Continuous Improvement Planning: Develop and maintain action plans focused oncontinuous improvement in service quality, cost reduction, risk management, andoperational flexibility.Performance Management: Instigate and manage action plans to address poorsupplier performance, ensuring successful implementation and resolution.Reporting: Provide regular Management Information reports and updates tostakeholders at all levels, ensuring transparency and informed decision-making.Apprenticeship Lead: Responsible for developing and managing apprenticeshipprograms, providing mentorship, ensuring compliance, monitoring performance, andcollaborating with stakeholders to enhance outcomes and support apprentices'professional growth. Manage the design and implementation of programs.Relationship Management: Foster strong relationships with key stakeholders acrossHR, Global Functions, and the wider business.

Onboarding Suppliers: Successfully onboard suppliers post-contract, ensuringalignment with the Supplier Management Framework to facilitate smooth transitions.Risk Management Review Leadership: Lead governance risk meetings withstrategic suppliers to evaluate performance against contractual obligations, drivingaccountability and continuous improvement.Supplier Risk Management: Own and manage supplier risk profiles, implementingstrategies to identify, mitigate, and manage supply chain risks effectively.Due Diligence and Assurance: Conduct thorough due diligence and assurancereviews with suppliers, ensuring compliance and operational integrity.Strategic Development: Drive the strategy for professional services, collaboratingwith suppliers and internal stakeholders to promote innovation, efficiency, andbusiness development opportunities.Continuous Improvement Planning: Develop and maintain action plans focused oncontinuous improvement in service quality, cost reduction, risk management, andoperational flexibility.Performance Management: Instigate and manage action plans to address poorsupplier performance, ensuring successful implementation and resolution.Reporting: Provide regular Management Information reports and updates tostakeholders at all levels, ensuring transparency and informed decision-making.Apprenticeship Lead: Responsible for developing and managing apprenticeshipprograms, providing mentorship, ensuring compliance, monitoring performance, andcollaborating with stakeholders to enhance outcomes and support apprentices'professional growth. Manage the design and implementation of programs.Relationship Management: Foster strong relationships with key stakeholders acrossHR, Global Functions, and the wider business.

Maintained core HCP/EE engagement processes aligned with GSK’s Code of Practiceand standards.Oversaw events and facilitated collaboration between internal teams and externalproviders, has equipped me to effectively drive processes and raise awareness ofservices.Delivered operational support for therapy-aligned engagements and promotedcontinuous process improvement through regular reviews.Contributed to the development of training programs, including e-learning modules,process flows, and other resources to meet staff training needs.

Manage a team of Vendors, Stakeholders and ContractorsEnsure agents are are trained and up to date with case management systems and tools. Part of the GSK Transformation Team managing and supporting transition of work to the outsourced Hub - in driving a high level of customer service, process training, recruitment and ensuring agents have appropriate levels of training and support in the hubs with access to relevant material and informationEnsure the FAQ pages/internal articles I have created are updated with the most current information to support offshore Hub TeamWork with coaching facilitators and external coaches Manage internal coaching programmes Monitor and track stakeholder and vendor performanceCreating standards for the vendors, and finding the best available vendors for stakeholders Monitor voice of the customer/employee feedbackApprove contract workers/manage onboarding

Manage external vendor relations within Learning Operations Department.Perform as functional bridge amongst external vendors as well as internal stakeholders.Coordinate all vendor management tasks inclusive of working with external vendors and internal employees.Ensure enterprise-wide needs for due diligence, risk assessment and continuing vendor monitoring are being accomplished.Help and coordinate vendor processes and methods to approve vendors.Ensure to track, measure, report and evaluate vendor performance.Troubleshoot all vendor problems and present to management as required.Identify improvement areas internally as well as perform closely with all internal stakeholders to prepare solutions.Identify and implement continuously enhance efficiencies associated with vendor management plus produce fulfilment.Participate to formulate workflow processes, methods and policies for applying vendors.Ensure to collaborate with IT areas to assure vendor partners effectively manage plus contracts are completely leveraged.Prepare processes for as well as manage analysis, selection and transition.Monitor contractual agreements and review Statement of Work documents.Stimulate steady process enhancement to present increasing operational efficiency in entire business partner processes.Support to explore expansion across new business lines.Work with HR Business Leads and Learning Business Partners to support stakeholder projects and strategic processes.

Oversee and manage the process for receiving, triaging and resolving global service requests that relate to the end to end process of purchasing and deploying learning and/or learning services across GSK. (In 2018 1436 requests had been submitted).Lead a team of Learning Coordinators which involves managing activities and escalations as required.Facilitate weekly Comm Cells to receive input and out with internal and external customers (Vendors).Support the Vendor Management team with key activities such as Quarterly Business Reviews.Monitor and ensure Service Level Agreements are being met if not identify the root cause and implement process improvements.Identify and lead activity to improve the various processes associated with learning service request management and capture these via a Continuous Improvement tracker that I designed and implemented.Support and participate on projects ranging from leading after-action reviews (AARs) to implementing process improvement efforts across Third Party Learning Services. I have been involved with two AARs with external vendors and 34 with my team and key stakeholders).Work on key projects initiated by the Leadership Team, successfully meeting tight deadlines.Ensure vendors and stakeholders are following processes. Support the customer experience for all staff and learning vendors.Take ownership for ensuring the customers’ experience of requesting learning services is a positive one. This will involve collaborating with teams in Learning, HR Operations and third-party suppliers to ensure that global standards are adhered to and processes are delivered in an efficient and consistent way. Provide process advice and support to Learners and Managers globally.Run regular management reports related to the use of third parties in the delivery of learning services.Manage components of eLearning and engage with eLearning vendors where Technical Support is required to progress a request.Manage team performance

Excellent Consumer Relations experience and skills, the ability to solve media, social media and escalated cases. Excellent background of high performance flexibility, team leader management, and extremely motivated to meet company values and goals. Proven ability to be able to problem solve on the spot and multi task. Deliver excellence in responding to consumer enquiries and complaints and so contribute to the safe and effective use of GSK Consumer Healthcare products, promote consumer loyalty and protect GSK’s reputation and drive consumer and healthcare professional engagement. Work cross functionally with GSK Pharma and the Consumer Relations Hub that is based in Manila and ensure policy and procedures are being adhered to. Support offshore Consumer Relations team in fulfilling consumer relations enquires by sending/replacing products if online vouchers are not suitable and co-coordinating return of products. Provide guidance as a subject matter expert and act as the point of contact to offshore centre in resolving consumer enquiries effectively.Ensure SOPs and training materials are maintained. Ensure the Adverse Event and Pharmacovigliance logs are kept up to date and reviewed once a week. Escalate in a timely manner any potential product issues, difficult interactions with unsatisfied customers, or potential legal issues or issues likely to result in media attention.Ensure all product returns relating to Adverse Events are sent immediately to relevant manufacturing site for investigation within the policy timelines. Provide notification to the UK Pharma Safety Team. Work cross functionally with other departments such as Marketing, Finance, Supply Chain Team, Communications Department and UK Pharma Safety Team on a regular basis.Knowledge of Medical Information and formulation enquiries.Deputise and train for the Consumer Relations Department in the UK and offshore.Novartis product training supplied to the UK and Offshore Teams.

Management of increased workload and calls from product recalls, organising weekly phone and task rotas to make sure daily tasks were adequately managed.Work with the Medical Safety Team and ensure Adverse Events are reported within SLA's.Track and monitor Medical activities and support with MHRA Audits - put CAPA's in to placePoligrip Fixative product recall in 2010 had an influx of 17756 contacts from January through to November 2010.Relationship Building - I have an excellent relationship with colleagues at the manufacturing site where our products are manufactured.This involves liaising with them regularly regarding product complaints that have been received into the department.Attended Category meetings as department representative and relayed commercial news and business developments to the rest of the team.Dealing with Dental Representatives and other Health Care Professionals such as GPs, nurses, and Medical Centers.Coordinating with the Marketing Department for new Product Launches and creating resources for customers.