Experience

Manchester BID
• United Kingdom
• Non-profit Organizations
• 1 - 100 Employee
• Projects

  • Jan 2019 - Present


Bupa

• United Kingdom
• Hospitals and Health Care
• 700 & Above Employee

• Performance Academy and Induction Manager

  • Jan 2013 - Oct 2015

  Successfully lead and develop a team of Trainers and Coaches to train and develop new colleagues joining our customer services teams.Ensure that all training material is maintained and in line with business requirements and industry regulatory requirements. Introduction of robust sign off process to ensure that all new advisors reach the high standard of customer service that Bupa customers have come to expect. Work with outsourced 3rd party to review and improve recruitment processes and the way managers time utilised for interviews reducing wasted time by 50 hours per week freeing up managers time to spend with their teams.Liaised with managers at all levels and department on progress of new colleagues, trends and areas of knowledge identified to be improved in induction.Work with planning team and operational managers to review FTE requirements and pull induction plans together to ensure that staffing levels are maintains to meet the needs of our customers.

• Performance Academy Manager

  • Nov 2012 - Jan 2014

  Manage a team of coaches and mentors to support new colleagues in to the Customer Service Advisor role within the contact centres. Introduce all new colleagues to HR processes, KPI indicators and ensure that all polices and protocols are adhered to.Lead the coaches and mentors encouraging new ideas and thought processes to improve the way we work, improving the knowledge and efficiency of new colleagues to Bupa, ensuring customer needs are met.



Bupa Health and Wellbeing

• Training Manager

  • Jul 2011 - Oct 2012

  Excelled in creating a high performing learning function supporting both Sales and Service Operations. Working with stakeholders to ensure the training strategy met with business requirements. Lead and manage a high performing team across two sites, reviewing performance in line with Bupa policies and procedures. Excelled in creating a high performing learning function supporting both Sales and Service Operations. Working with stakeholders to ensure the training strategy met with business requirements. Lead and manage a high performing team across two sites, reviewing performance in line with Bupa policies and procedures.

• Service Team Manager

  • Jan 2001 - Jul 2011

  Lead and managed teams in a number of Bupa contact centres, ensuring teams remain highly motivated meeting all goals and targets set for them. Encourage team members to think differently taking into account the needs of the customer and how we can provide a better service. Managed out sourcing teams when leading a support function ensuring that all contractual obligations met and clear lines of communication maintained between UK and India. Lead and managed teams in a number of Bupa contact centres, ensuring teams remain highly motivated meeting all goals and targets set for them. Encourage team members to think differently taking into account the needs of the customer and how we can provide a better service. Managed out sourcing teams when leading a support function ensuring that all contractual obligations met and clear lines of communication maintained between UK and India.