- ServiceNow implementation (Global Mobility): aided the population of requirements, developed a test plan and scripts, led UAT sessions with Super Users, developed a training plan, training materials and helped to prepare the team for go-live, created supporting documentation such as the Decision Matrix to assist the Ops Team with their workflow, reviewed system functionality and provided feedback throughout the project- Process mapping: held workshops with the Global Mobility team to understand and map the key processes within the team. The maps have been used to inform transformation project impacts, consolidate training across the team and recently as a reference source to provide optimisation recommendations- Landscape Matrix and EVP Matrix creation and population- Continuous Improvement idea: suggested and implemented ideas: HRD List and tracker merger- Excel support: Utilising Excel knowledge to support in the improvement of the KPI tracker and workload trackers to ensure efficiency and accurate data. Stepped in to assist with system reporting for the SLT - Process optimisation recommendations: Suggested multiple process optimisation recommendations as part of a sprint project relating the expat process which, if implemented, would reduce wait time and queries, and would improve the overall customer experience for international assignees- Greenbelt Six Sigma certification- Microsoft M365 Champion- International Women’s Day support: Helped to facilitate the 2024 International Women’s Day event, leading a group of women through a series of tasks, posing questions to prompt discussion and helping to keep the conversations flowing and positive- Impact Recognition Awards: Awarded four Impact Recognition Awards (November 2023, March 2024, July 2024 and November 2024)

Responsible for ensuring an efficient, effective and quality learning and development service, to meet operational needs and ensuring operation, legal and regulatory compliance. Responsible for all Eric Wright Apprentices (currently 51 apprentices), supporting the development of the apprentice and progress of the apprenticeship whilst maintaining a positive and effective communication channel between the employees, managers and training providers. Responsible for all divisions’ learning and development budgets, reporting of apprentice and learning costs and collation of data for monthly dashboards. Completion of training needs analysis and improvement of the training matrices for each division. Review and improvement of processes including; reporting, creating an apprentice tracker for ease of reference and reporting purposes, improved communications across multiple employee groups and external stakeholders.

Working closely with key stakeholders to understand current processes and inefficiencies Facilitating workshops to capture process steps and project requirements Documenting of ‘As-Is’ processes, highlighting hot spots and suggesting new ways of working Developing ‘To-Be’ processes in line with improvements or system implementations Completing time and motion studies to ensure adequate resourcing levelsDeveloping detailed process documentation to assist training and knowledge share Production of ‘How to Guides’ to promote understanding in the lead up to system implementations and BAUIdentifying and recording of requirements and highlighting risks and issues within projects Encouraging continuous review of non-value add process steps through Kaizen Initiatives Using data to support change through running reports and operational stats Conducting UAT and providing feedback, supporting colleagues in understanding UAT and feeding into JIRA creation when issues or concerns are highlighted Providing an excellent service to all whilst working to project milestones, SLAs and KPIs• Facilitating training and support sessions to ensure knowledge is shared and processes are understood fullyAdditional responsibilities: Carrying out Office Manager tasks in a timely manner, liaising with service providers, key holder and named contact for site• Additional responsibilities: Dedicated Privacy Practitioner, supporting UK employees with data protection and DSAR queries, providing guidance upon receipt of a DSAR request

Assisting with the launch of the HR Shared Service Centre (September 2018) and leading a team of HR professionals Championing the HRSSC and the work of the team to ensure efficiency and quality in the delivery of the HRSSC and the processes Working closely with key stakeholders to build effective relationships and ensure an efficient end to end service through facilitating regular service reviewsProviding training and support to the team to ensure agreed standards and SLAs are met Proactively seeking operational feedback from key stakeholders and use output to inform process improvement focus Problem solving and root cause analysis of issues Effectively responding to and resolving escalated queries in a prompt and professional manner

• Providing full employee lifecycle support to employees within the UK and Ireland• Identifying and recording of requirements for process improvements, including the introduction of an employee e-form• Highlighting risks and issues within projects

• Providing support to the Learning and Development team, responding to queries and requests• Actioning purchase orders for learning courses and ensure records are accurate and charged to the correct account

Providing HR business process and change support to the HR Transformation ProgrammeProviding subject matter expertise in delivering new and redesigned HRSS business processesDesigning best practise new HR processes supporting new technologyWorking with key stakeholders to ensure understanding of and support for the changes associated with new processesManaging continual process improvementsDeveloping skills and knowledge of the HR Shared Service teams to ensure the capability to deliver required processes

Providing HR business process and change support to the HRSS business implementation workstream within the HR Transformation ProgrammeUndertaking research and analysis to support process design activityProviding subject matter expertise in delivering new and redesigned HRSS business processesDeveloping and producing new forms and input documents for HRSS business processes aligned to the requirements of the HR transformation programmeProviding detailed Business Go Live support and subject matter expertise in respect of the operation of HRSS administrative processes ensuring understanding and complianceDesigning best practice new HR processes supported by new technologySuccessfully implementing processes and the change into the business to realise target benefitsReview and sign off of training aids and support materialsUndertaking UAT test preparation and executionProducing all work to timescale and deadlines as dictated by the HR transformation planWorking with key stakeholders to ensure understanding of and support for the changes associated with new processesDeveloping the skills and knowledge of the HR Shared Services teams to ensure the capability to deliver required processes

Main priority is to act as a ‘Bench Mark’ for teams in difficulty with high volumes, poor processes and reduced resource. Quickly learning processes to help get the teams back to a steady state, working within agreed SLAs before suggesting and implementing process improvements. Leading teams where required.

Leading a team of administrators within an HR Environment, responsible for post, faxes and emails for all customers.Responsible for the development of a multi-skilling matrix and training plan, achieving 100% completion by year end (2008)Creation and maintenance of process documentation to ISO 9001 standardDriver of quality check process for all team members to ensure accuracy and excellent levels of customer serviceKey complaints contact, investigating and responding to complaints in a timely manner along with identifying and implementing corrective actions Key colleague in assisting visits from internal service providers and corporate visiting from both existing and prospective customers