The Change and Business Improvement Manager plays a key role in defining, building and implementing ambitious roadmaps of digital and business transformation, focusing on operational and regulatory effectiveness and efficiency whilst improving the user experience. Responsible, at a project/programme level, for articulating business requirements and priorities for transformation, assessing business readiness, designing new operating models, driving business adoption and providing specialist change management support to operations.

As part of the UK Government's approach to working safely with Covid, a significant spot check programme was brought in to monitor business compliance to relevant Covid rules.Achievements include delivery of many high priority & high profile processes and systems, Introduction of automation using MS-Power Automate, new product development - First non-covid spot check creating opportunity for future programme use with HSE, continued support and development of MS SharePoint platform, enabling smart delivery of process and data collection & successful delivery of high profile, face paced, pilots through design of processes & systems

Initially intended to deliver specific process enhancements to Biffa’s retention process, I was focussed on designing and developing the contact centre response to the covid pandemic. At the same time, I am leading the first assessment of the customer journey. Understanding typical challenges and seeking new insights to ensure our continued process efforts are focussed on delivering for the customer. As part of Biffa’s growth strategy I manage a small team focussing on Corporate Customers, Account Management, Customer Services and Finance. I have developed project frameworks for ongoing initiatives, which have been fundamental in monitoring and sharing progress to key stakeholders, improving communication significantly.

(Formerly Northview Group)Responsible for analysing business performance and identifying opportunities for improvement, supporting management to develop business requirements targeting operational excellence and delivering change into operational practice designed to support the goals and objectives of the business.. As the senior member of the Continuous Improvement team, I was responsible for supporting a team of specialised individuals, focussed in implementing and delivering improvements to various departments and sectors, to deliver against operational effectiveness targets across our UK Contact Centre.