Tim Howley Email & Phone Number

Scarborough, Gb

Easingwold, England, United Kingdom

Scarborough, North Yorkshire, United Kingdom

• Provide inspired leadership for the organisation.• Make important policy, planning and strategy decisions.• Develop, implement and review operational policies and procedures.• Take a lead and support on all IT matters both operationally and strategically.• Oversee budgeting, reporting, planning, and auditing.• Provide support with HR related matters including recruitment.• Work with senior stakeholders.• Ensure all legal and regulatory documents are filed and monitor compliance with laws andregulations.• Work with the board of directors to determine and plan for short and long-term goals.• Identify and address problems and opportunities for the company.• Build alliances and partnerships with other organisations.• Support worker communication with the management team.• Help promote a company culture that encourages top performance and high morale.• Overall responsibility for the facilities management relating to two operations (Scarborough/Manchester) covering 60+ FTE.

Scarborough

• Planning, design and implementation of risk management processes for the organisation ensuring my key stakeholders, which include various committee’s and the Board, with assurance that an appropriate risk and control framework is in place.• Risk assessments: including analyses of risk, identifying, describing and estimating the risks affecting the business. • Risk evaluation: comparing estimated risks with criteria established by the organisation (i.e. costs, legal requirements and environmental factors) and evaluate the organisation’s process of handling risks.• Risk mitigation: to develop and contribute to the mitigation processes for organisational risks identified.• Various responsibilities associated to Data Protection within the organisation and part of the working group ensuring the business is prepared for GDPR. • To co-ordinate the completion and ongoing maintenance of the companies Contracts, Assets and Liabilities Register in line with the requirements of the Homes and Communities Agency. • Co-ordination of business continuity planning and stress testing the business in conjunction with relevant stakeholders. • To lead, chair and co-ordinate quarterly Risk Management Working Group meetings with key internal stakeholders. • Prepare and present Board/Committee papers where appropriate in line with the organisations Board/Committee cycle. • To provide support and training to staff to build risk awareness within the organisation.• To provide the Board with assurance on internal control through the procurement of internal audit services and to also carry out ad-hoc service reviews to ensure compliance with policy and standards.• Procure Insurance cover for the business along with managing the relationship with the insurers.

Scarborough

• Lead a multi-skilled Customer Service team (15+ fte) at the forefront of all contacts into the business via the call center, face to face, email and social media.• Manage the Contact Center’s day to day performance.• Point of contact/escalation within the department for queries/issues from all other areas of the business along with 3rd party suppliers.• Point of escalation for customers; taking ownership, investigating and dealing with high level complaints and problems covering a wide variety of areas.• Responsibility for individual, team and department service performance reporting.• Mentoring, coaching and development of the team.• Ensure the teams KPI’s are maintained and improved upon.• Responsibility for recruitment, induction and ongoing training of staff.• Review and seek out improvements to business processes and procedures.• Ensure the technology available to support the Customer Service team is effective and fit for purpose.• To continuously innovate and improve the operational and IT processes for the benefit of customers and Yorkshire Coast Homes.• Advancement of the departments Service Delivery Plan and Customer Services Strategy.

• I developed from the ground up, evolved and headed up two key change programmes within the Business IT Department,1. Business Billing Platform (DISE CMP) – This was the sole billing platform for O2’s business customers and held more than 6 million subscriptions, I operated and headed up the change programme for the business area and was the primary contact and liaison for all key stakeholders. The programme provided a ‘front door’ for all change and development requests associated to DISE which I managed through triage, analysis and, where relevant, delivery.2. Salesforce.com – Many different areas of the O2 business were utilising Cloud based applications via Salesforce, I ran and operated a change programme that allowed the business to request and implement change across various sales functions as well as covering all the changes within the Business Shop on o2.com.Key responsibilities across the above two areas were,o Management of stakeholders, both internally and externallyo Managing the demand and balancing the resources to meet the demando Finance and budget managemento Delivery and quality managemento Partner managemento People management via virtual teams (both UK and internationally based)o Matrix management• In addition to my role above I also had line manager responsibilities for various individuals and teams based both within the UK and off-shore (20+ fte)

• Overall responsibility for the delivery of Reference Data and MIS requirements across all O2’s key billing platforms.• Actively input into quarterly feasibility meetings around all O2 propositions and initiatives, working closely with stakeholders across the business.• Management of impact assessments for all project work requiring Reference Data/MIS build and development.• Work closely with Project Managers and Roadmap owners to ensure resource is allocated to projects and delivered to time scales.• Actively involved with the allocation and prioritisation of work flow to the Reference Data/MIS team’s.• Identify potential resource conflicts and seek solutions.• Line management responsibilities of multiple teams over various O2 sites, situated across the UK and off-shore (30+ fte)• Work closely with various 3rd party suppliers, covering both resources and hardware.

• Responsibility for overseeing all the testing activities carried out on multiple projects at any one time.• Responsibility to ensure ‘Business Requirements’ are fulfilled and satisfied by ‘Test Scripts’.• Review and provide recommendations and/or sign off of test documentation written by both internal departments and external suppliers (both UK and internationally based).• Required to carry out ‘hands on’ testing, putting together scripts and all other relevant documentation.• Attend/Chair, internal and external meetings associated to the projects I was working on.• Record and track all issues coming out of the testing.• Responsible for coaching and on-going development of all team members, the team consisting of Test Analysts and Developers.

• Responsibility to provide assurance to the business that the data to be used as part of BTCellnet’s Loyalty programme was accurate and fit for purpose.• Analyse Business Requirements, document and prepare Test Scripts.• Analysis of data through various processes, investigating, raising and tracking discrepancies through to a satisfactory conclusion.• Compile and present information resulting from ad-hoc queries from various areas of the business.• Verifying, seeking authorisation and justifying that customer credits are calculated and issued correctly each month.• Dealing with internal as well as external customers to enable joint testing to be concluded in a timely and efficient manner.• Preparation of ‘Impact Analysis’ reports on changes to the programme.• Responsibility for the maintenance of various reference data tables used by the programme.

• Sole responsibility for a team of customer service advisers along with team co-ordinator (approx. 15 individuals)• Achieve optimum team performance; coach & motivate individuals, provide frequent & ongoing feedback via relevant methods.• Maximise team & department performance, ensuring quality and customer satisfaction measures are maintained.• Liaise effectively with relevant personnel to enhance customer service.

• Coaching and monitoring of individual advisers (approx. 15 individuals)• Ensure teams KPI’s are maintained and improved upon.• First line of support for call escalations.• First point of contact for all queries/issues from team members.

• Responsibility to provide an efficient and professional enquiry service, the majority of which was by telephone for users of Cellnet’s mobile networks (GSM/TACS)• Main responsibility was to take ownership for the investigation and resolution of all customer enquiries and faults on the mobile networks.

Gnvq In Business (Advanced), Pass

Rsa First Diploma In Business & Finance, Pass

Gcse'S

English Literature C, English Language. B, Technology C, Maths B, Design & Realisation D, Geography C