CIPD Level 3 module; Principles of AnalyticsDesign, prepare and develop engaging teaching materials and interactive sessions.Deliver weekly onsite training for Principles of analytics, being an accurate source of HR knowledge and ambassador of CIPD’s principles to continued personal development. Provide teaching cover in other essential HR modules across the program; Foundation Certificate in People Practice Assess students' coursework, examinations and session understanding… Show more CIPD Level 3 module; Principles of AnalyticsDesign, prepare and develop engaging teaching materials and interactive sessions.Deliver weekly onsite training for Principles of analytics, being an accurate source of HR knowledge and ambassador of CIPD’s principles to continued personal development. Provide teaching cover in other essential HR modules across the program; Foundation Certificate in People Practice Assess students' coursework, examinations and session understanding providing formative and summative feedback Show less

Collaborate with a leading Leisure & Hospitality corporate services provider to deliver comprehensive HR solutions to diverse portfolio of client companies.

Primary HR point of contact for a global manufacturing company with 80+ employees. Provided strategic HR leadership and guidance to the board of directors, aligning HR initiatives with the company's future vision, policies, and procedures, while effectively addressing challenges and leading Employee Relations (ER) cases to resolution within specified timelines. • Maintained an open-door policy for employees and managers, offering guidance and support to ensure understanding of HR objectives… Show more Primary HR point of contact for a global manufacturing company with 80+ employees. Provided strategic HR leadership and guidance to the board of directors, aligning HR initiatives with the company's future vision, policies, and procedures, while effectively addressing challenges and leading Employee Relations (ER) cases to resolution within specified timelines. • Maintained an open-door policy for employees and managers, offering guidance and support to ensure understanding of HR objectives and best practices. Conducted training sessions, resolve escalated ER cases, including disciplinaries, grievances, flexible working requests, and phased return to work programs. • Managed end-to-end recruitment processes to attract and retain top talent, including establishing apprenticeship programs with local colleges. • Ensured full compliance of company HR practices with relevant legislation, policies, and procedures. Additionally, oversaw hourly and salaried payroll processing. • Analysed employee data to provide high-quality reports to the senior leadership team, enabling informed decision-making. Maintained both manual and computerized confidential HR records. Projects: • Companywide Personnel HR Audit – ensured company compliance with ACAS guidelines and UK government statutory regulations.• HRIS ERP Solution - Led the research, analysis, selection, and implementation of a new HR Information System (HRIS) ERP Solution. Developed reporting capabilities for leadership and senior management, providing real-time information and trend analysis on time and attendance, lateness, absence, and sickness. Also, facilitated compliance reporting on training covering areas such as health and safety, GDPR, and security. • Company Restructure – Steered leadership team, led HR processes, conducting job/role designs and descriptions, salary benchmarking, and managing redundancies while providing support to managers and affected employees. Show less

• Primary Human Resources (HR) point of contact for all employees. Provided HR leadership and guidance to C-suite on future-vision, company policies, procedures, issues, and challenges, ensuring successful outcomes, and leading Employee Relations (ER) cases to resolution within established timelines. • Established and maintained HR processes and best practices, leading internal communications to facilitate acceptance of process and procedural changes by the senior management team and the… Show more • Primary Human Resources (HR) point of contact for all employees. Provided HR leadership and guidance to C-suite on future-vision, company policies, procedures, issues, and challenges, ensuring successful outcomes, and leading Employee Relations (ER) cases to resolution within established timelines. • Established and maintained HR processes and best practices, leading internal communications to facilitate acceptance of process and procedural changes by the senior management team and the broader workforce.• Collaborated with managers to enhance the frequency and quality of performance reviews, providing guidance to ensure outputs are delivered, supporting the review process and formal meetings.• Continually assessed and optimised recruitment and onboarding procedures for consistency in employee experience. Oversaw recruitment efforts, including job advertisement management, candidate screening, and interview coordination. • Reviewed, streamlined, and led the onboarding process for employees, ensuring comprehensive support plans were in place throughout probationary periods. Led performance management initiatives, advocating for regular one-on-one meetings and scheduling probation reviews to ensure adequate support and training for new employees. Ensured a repeatable, consistent process, providing a great new starter experience and putting employees to be in the best possible position entering their probation review. Show less

• Operated as the sole HR representative supporting 50+ employees, delivering HR guidance while upholding strict compliance with employment legislation standards.• Oversaw the recruitment process and the onboarding process for new hires.• Provided comprehensive HR administration support to internal stakeholders, maintained and updating HR systems, managing the processing of starters and leavers, and documenting formal and informal meeting minutes.• Oversaw the processing and… Show more • Operated as the sole HR representative supporting 50+ employees, delivering HR guidance while upholding strict compliance with employment legislation standards.• Oversaw the recruitment process and the onboarding process for new hires.• Provided comprehensive HR administration support to internal stakeholders, maintained and updating HR systems, managing the processing of starters and leavers, and documenting formal and informal meeting minutes.• Oversaw the processing and monitoring of employee holiday and absence reporting, analysing trends and anomalies to inform decision-making.• Implemented and managed HR documentation, including policies and procedures, contracts of employment, and probationary reviews.• Took an active role in the TUPE Process, both incoming and outgoing, by participating in consultation meetings, conducting due diligence checks, and generating employee reports Show less

• Appointed to the position with the primary objective of designing and executing formal Customer Services processes to optimise the management and efficiency of incoming contacts within the services team, ensuring timely resolution. • This initiative involved the establishment of new performance measures Service Level Agreements (SLAs) as well as the implementation of a structured complaints process in accordance with Housing Ombudsman guidelines. • Played a key role in developing and… Show more • Appointed to the position with the primary objective of designing and executing formal Customer Services processes to optimise the management and efficiency of incoming contacts within the services team, ensuring timely resolution. • This initiative involved the establishment of new performance measures Service Level Agreements (SLAs) as well as the implementation of a structured complaints process in accordance with Housing Ombudsman guidelines. • Played a key role in developing and managing voice-of-the-customer VOC feedback tools, producing reports across the business to gain comprehensive insight the customer experience.• Drove collaboration amongst cross-functional departments to ensure effective ownership and resolution of complaints.• Generated comprehensive complaints reports, inclusive of trend analysis and root cause assessments, to inform organizational improvements in service delivery and performance. Show less

• Building on past successes was tasked to establish and lead the new Quality Assurance (QA) team, fostering a culture of continuous improvement by providing constructive agent feedback and actively seeking opportunities for employee development.• Pioneered the implementation of new customer service Quality Assessment (QA) processes utilising six sigma experience, facilitating swift identification and resolution of customer service and product-related issues.• Collaborated closely with… Show more • Building on past successes was tasked to establish and lead the new Quality Assurance (QA) team, fostering a culture of continuous improvement by providing constructive agent feedback and actively seeking opportunities for employee development.• Pioneered the implementation of new customer service Quality Assessment (QA) processes utilising six sigma experience, facilitating swift identification and resolution of customer service and product-related issues.• Collaborated closely with senior management teams to seamlessly implement and integrate Quality Assessment (QA) scores into frontline agents' Key Performance Indicators (KPIs), enhancing overall service quality.• Assumed full responsibility for all aspects of people management within the team throughout the employee life cycle, including performance evaluations, professional growth initiatives, and addressing personal grievances. • Conducted personalized quality assessments for the VIP department and high-profile customers, ensuring exceptional service delivery and customer satisfaction. Show less

• Following two years of exceptional performance in prior roles, assumed leadership of a significant segment of the customer service department, overseeing a team of 17+ staff across five global teams supporting the UK, Europe, and East Asia.• Accountable for the day-to-day operations of the service, fostering cross-functional collaboration among international teams to consistently achieve Key Performance Indicators (KPIs), Service Level Agreements (SLAs), and uphold standards in payments… Show more • Following two years of exceptional performance in prior roles, assumed leadership of a significant segment of the customer service department, overseeing a team of 17+ staff across five global teams supporting the UK, Europe, and East Asia.• Accountable for the day-to-day operations of the service, fostering cross-functional collaboration among international teams to consistently achieve Key Performance Indicators (KPIs), Service Level Agreements (SLAs), and uphold standards in payments verification, compliance, and responsible gambling ethics.• Upon assuming the role, initially managed two teams. Swiftly garnered recognition for adept personnel management skills, including leadership, coaching, and training.• Age Verification Cycle Time, Six Sigma Project, Betfair talent development, growing reach of management to a total of five teams.• Nurtured talent to progress within the company hierarchy and transformed underperforming employees into exemplary agents or guiding them towards their next career opportunity.• Played a pivotal role in recruitment for the company, both internally and externally, conducting panel interviews and assessment drives.• Handled all grievance and disciplinary matters from initial complaint stage through to formal hearings, ensuring fair and effective resolution.• Focused on the professional development of team members through continuous monitoring, coaching, training, and regular performance appraisal meetings.• Implemented the Gallup system to drive employee engagement, resulting in increased team productivity and decreased turnover rates• Project Age Verification Cycle Time - Six Sigma Project Show less