Senior role responsible for the UK delivery of an on-line digital service providing support to members with mild to moderate psychological distress. These services include, LiveTherapy via video, audio or text, Digital Assessments Tools, Support Network and Guided Support Programmes. The Support Network consists of an on-line community of peers professionally moderated 24/7. Guided Support is a range of self-managed and facilitated programmes that support individuals and groups with mental and physical health issue.-Responsible for the design and implementation of new contract service models -Responsible for governance and quality of service working within CQC standards-Lead in the development and implementation of a service delivery model for scaling WallGuiding and Togetherall LiveTherapy-Key stakeholder in setting up operational systems across service delivery based in the UK and NZ to ensure coherence and ability to scale rapidly without loss of quality-Responsible for the development and management of the service team including setting up effective HR systems for their recruitment, selection and performance management -Key stakeholder in the ongoing development and understanding of customer service standards coherent with an online environment, ensuring a high member engagement in the service-Implementation and maintenance of appropriate standards of risk management and quality measures

I held a general manager role within the Psychological Services area of Bupa Healthcare service delivery. The role is interragal in the development and delivery of integrated healthcare solutions. These include employee assistance programmes, resilience programmes, absence management, health risk assessment, health coaching, early active rehabilitation programmes and directly links into private medical insurance.

This role was responsibile for the strategic direction of the Employee Assistance Programme (EAP) business unit within Ceridian reporting directly to the Chief Operating Officer. The role included the review and strategic direction of the function and provided the change management lead for Ceridian Health & Wellbeing services. This included working closely with other areas to provide HRO services including payroll, recruitment administration, absence management and employee engagement.

A senior role responsible for the service delivery function both clinical and non-clinical in London and Glasgow. • Full profit and loss responsibility for the Lifeworks EAP business unit.• Key member of the senior leadership team in Lifeworks delivering strategy.• Key member of the senior management team working with bid team.• Key contact in the UK working on global contracts and projects with Lifeworks US and Canada • Project lead on the creation of a new service centre in record time and within budget.• Restructured service delivery team introducing a new target operating model

A senior role that was split between the management of a team of counsellors within service delivery and a team of account managers servicing a portfolio of 120 SME accounts and three key accounts – Royal Bank of Scotland, GlaxoSmithKline and Unilever.• Account Director for the key accounts.• Provided direction and support for key account managers. • Introduced the use of Miller Heinman Gold sheeting into account management team to improve profitably of key clients and cross selling opportunities.• Part of senior management bid team instrumental in winning Unilever and securing the contract with Royal Bank of Scotland Group.• Provided operational direction for service delivery clinical team working closely with Clinical Director.• Project lead on business process reengineering work stream for the Somerfield Human Resource Outsourcing implementation on client site for eight months. Provided consultancy on the design of their service delivery model to deliver on site and outsourced HR services.

A senior management role with responsibility for the development and improvement of service delivery, customer satisfaction, financial and productivity targets for Lifeworks EAP and the London, Potters Bar and Doncaster HR service centres.• Project sponsor for the implementation of a new service delivery platform for delivering multiple service lines for outsourced customers.• Provided direction on the development of product initiative for existing EAP and HRO customers.• Introduced steps to improve financial management within EAP service delivery and increased margin from 16% to 29%. • Worked as part of the global critical incident service delivery team with Canada and the US.• Project lead to introduce telephony and technology solutions within HRO service centre in Doncaster and transitioning Ceridian’s internal HR administration and SME customers.• Provided support and direction to Sales and Customer Relationship Managers in both EAP and HR service centres.

A member of the senior management team influencing and supporting business initiatives to achieve company goals and objectives. • Worked closely with other senior managers to provide effective and compliant HR&D policies procedures and best practice.• Advised senior line managers on employment law and employment relation issues.• Development and coaching to HR&D advisers with regular meetings and half-yearly appraisals.• Worked closely with HR&D director on complex employment law issues: redundancy, employment tribunals, outsourcing services.• Managed the resourcing and recruitment activity for the company providing analysis and advising on current and future recruitment needs.• Managed HR&D budgets totalling £3.5 million.• Provided analysis and advice on remuneration and benefits packages.• Managed restructure of HR&D to provide improved service and processing efficiencies.• Project managed two redundancy programmes with a headcount reduction of 180 staff and relocating the business from the south to the Midlands