Manages a team of CAD Designers and Development Engineers successfully providing Design to manufacturing Designs for a bespoke world wide museum showcase company.Flexible people management techniques introduced resulting in significant improvements in morale and engagement increasing the tenure of the team resulting in quality improvements.Introduced a new planning and scheduling process for the department, managed by myself resulting in longer term planning with great visibility. Achieved great efficiencies and increased Design revenue by 33% in less than 12months. Key manager across the business having built great relationships with Commercial and Project team, continually investing in development across the business, increasing revenue and quality each quarter.

Responsible for overseeing large scale off-phone scheduling implementations across multiple markets globally, tailored to maximise opportunities to develop people while safeguarding customer service and meeting business objectives.Governance lead with extensive experience in managing local compliance and regulatory requirements, often in markets with complex legal nuances. Considerable experience shaping and enabling business strategic goals through intelligent prioritisation of product campaigns and change delivery requirements.Vital component of workforce management function, contributing to business performance through forecasting analysis and interpretation and response to real-time service levels. Highly capable of demonstrating and deploying end-to-end workforce management knowledge to inform critical decision making.A highly valued and sought-after expert with substantial experience in supporting senior leadership and direct management to drive progress.Background in coaching and mentoring, delivering both remote and in-person development and demonstrating a track record in enabling new recruits to become invaluable business assets.

Senior Premier Wealth Coach

Set up and managed Complex Card Fraud in Edinburgh. Made accurate decisions on every Customer liability case whilst adhering to internal and external controls, enhancing the HSBC brand.Proactively planned and organised daily workloads and prioritised work across all Premier Fraud sites which resulted in departmental targets being constantly achieved.Managed a multi-skilled team to combat Card Fraud whilst always achieving Fraud loss objectives.Personally owned Complex enquiries, taking ownership which built and maintained internal Fraud and Premier Relationships with Relationship Managers worldwide with excellent feedback constantly received.. Excellent customer service skills, personally owning internal and customer escalations resulting in customers further investing in HSBC.Site coordinator for several projects, identifying new procedures, service managing all training on succesfull projects.High degree of accuracy, only 1 of 2 individuals on site with 100% call consistency this year and 100% consistent last year.

Managed teams of up to 80 new delegates, providing training and coaching to successfully implement them into Premier roles. Provided timely feedback, planned and organised individual and group refresher sessions tailored to develop individuals.Owned daily buzz meetings, motivating and delivering important messages for the business.Ensured daily audit checks conducted and produce MI using excel and work packages.Built relationships with Recruitment teams and Learning and Development which resulted in continual improvements in the HSBC Premier introduction to the bank.Trained and coached Sales techniques to every Academy team and individual which enabled them to achieve and exceed their Sales targets.

Managed a multi-skilled team of 18 individuals on FVQ, Head Office Complaints, Complaint Handling and JPSUPA.Enthusiastically turned around a low morale average performing team into the top performing team by coaching, developing and introducing new incentives which dramatically increased morale and retention. The incentives were then used as best practise in the rest of the department.Planned and organised headcount to manage each queue, monitoring and amending this with the fluctuations of call volumes. Introduced a new working pattern to Head Office Complaints which resulted in exceeding SLA targets whilst providing support to other queues in Customer Support.Achieved 9 out of the top 10 performing individuals on the Shine leader board by coaching, encouraging and motivating them to perform at their optimum.Recruited temporary staff by liaising with recruitment agencies and conducting interviews adhering to internal recruitment procedures. Reduced sickness percentage to be the lowest in the department by being supportive and understanding.Supported Change Management by assisting with Project work which resulted in excellent feedback and the successful implementation of FVQ re-routing to the branch network.Stepped up to cover the Team Manager upon his absence and managed all day to day activities in the department for all Complaint queues and performance managed all staff by using empathy, tact and interpersonal skills.Successfully trained and developed Team leaders and Deputy Team Leaders on Quality Call Monitoring

“Security Champion” for Edinburgh CSC. Proposed and negotiated the implementation of a Security Audit. Used initiative and identified the incorrect execution of Security questions and pro-actively resolved the issues by managing individual training refreshers and continuous monitoring. Sales and Service (SAS) Team Leader. Pulled MI on Sales, AHT, Errors and Call Quality. Managed a Team of Coaches and provided motivation, coaching and development to Telephone Banking representatives which resulted in reduced errors and a 500% increase in Sales.Assisted in setting up new site for HSBC, running their Training Academy and rolling out Sales techniques which resulted in significant improvements in performance.

Pro-actively managed a revolving team of New Recruits with a turnaround every 2 weeks. Implemented the remaining training required within tight timescales, whilst coaching Handling Times and Sales to meet Standard Line to successfully develop them into specialist queues.Introduced new Sales techniques to the benefit of the centre and customers alike.Designed and managed individuals development plans and conducted monthly appraisals.Seconded to a new outsourced site to progress and develop the performance of the site. Initiated standards of Sales and Service in association with senior management. Entrusted with enthusing all grades of staff.Managed attendance and disciplinary action adhering to strict Human Resources guidelines.

Managed, Supervised and developed a Franchise dealership in a pro-active manner introducing new sales techniques which met business plans, raised profits and provided a first class service in turn benefiting from continuous repeat business to personal and business clients and becoming the number one dealership in the UK for Kia Cars.Successfully recruited vacant positions in a timely manner to meet business needs by vetting and implementing a scoring process for interviewing candidates.Created business plans and forecasts to move with the progression of the business taking into account seasonal fluctuations in performance.Monitored performance and compiled daily, weekly and monthly reports for all areas of the business.Increased volume and exceeded all key business objectives through training, coaching and continuous aggressive advertising campaigns which resulted in turnover increasing to £5 million.Trained, monitored and evaluated company Health & Safety procedures.Set objectives and targets, then delegated responsibilities, to develop staff to achieve personal goals. Dealt with the day to day man management of staff by having the ability to recognise and address sensitive situations.Held regular meetings with all department heads to push the business forward and achieve all business objectives.Negotiated funding with several Financial Institutions to obtain the best deals in the market which pushed the business forward, over-seeing all financial transactions to be compliant.Introduced a complete overhaul of IT packages in all departments utilising new software, which made all departments more efficient and easier to control stock.