Planning and Performance Director

• Nov 2020 - Present

Operations and Planning

• Nov 2018 - Nov 2020

Leadership and overseeing the planning and operational structure of the KS2 exam cycles. Leadership and overseeing the planning and operational structure of the KS2 exam cycles.

Head Of Customer Support

• Mar 2017 - Nov 2018

As Delivery Manager for Apprenticeships, I manage the Back Office Function across England, Scotland & Wales. This includes Operational management, planning, financial management and budgetary planning. Three direct reports across three sites with over 140 FTE of indirect reports. I report to the Head of Customer Operations and form part of the Senior Management team across the organisation. Customer Operations work closely with the front line teams and support on many functions. My role is strategic and aims to produce first class performance and delivery for all stakeholders.

Resource Planning Manager

• Aug 2016 - Mar 2017

Resource Manager (Scotland)

• Jul 2016 - Aug 2016

Reporting to the Business Support Manager, I was responsible for the managing the Resource across 30 CHDA Assessment Centers across Scotland. Managing the Resource teams in the Centres and in the Central office in Glasgow My role was based mainly around ensuring that the Planning function for Scotland is efficient, fluid and fit for purpose. I had responsibilities for the Forecasting, Planning & Scheduling alongside the Planning Admin area. the Planning team for Scotland consisted of 8 staff who sat underneath me. My remit was to improve Planning processes, manage the transition and cut inefficiency and disconnected practice as well as providing a robust service to all centers. This involved liaising with all Centre Managers, onsite external Support teams and with the client (Department or Work & Pensions).

Central Planning & MI Manager

• Aug 2014 - Jul 2016

Forming and leading the newly formed Central Planning & MI Team within the Humanities & Social Sciences Faculty, I am responsible for providing the Faculty with insight, analysis and reporting on University & Faculty Statistics. This includes historic and projection reporting on student numbers, staffing efficiency, financial performance and program viability. Reporting to the Faculty Officer and Assistant Vice Dean, I liaise with numerous internal departments and specialised teams in order to provide a full MI & BI function to eh Faculty. I am also responsible for building, implementing and up keeping models and systems required to ensure accurate data provision and analysis.

Resource Planning Manager

• Jul 2013 - Aug 2014

I was responsible for the management of the Resource Planning section of the Work Force Optimisation Team Within Serco Global services UK, Europe & Africa. Working across 22 outsourced campaigns across private & public sectors we were responsible for the end to end planning and forecasting and my role was to ensure this came in on budget and within SLA,s. Managing Stakeholders, Staff development & instilling a passion for Work Force Management all featured heavily within the role.

Resource Planner - Customer Experience & Insight

• Feb 2012 - Jul 2013

Balancing cost and productivity to make sure that the business has the neccesary number of staff in the right place at the right time to deliver the service our clients expect. This included forecasting contact volumes using historical data and building profiles of neccesary data. This also involved an in depth knowledge of the Resource Planning Function and principles and a highly analytical skill set. Regular contact with clients, Operations Managers and Directors and the ability to influence others all played a part in my day.

WFM Analyst

• Feb 2009 - Feb 2012

Working within the Work Force Management Team my responsibilities were to plan and implement the Resource needs for clients. This involved liasing with Operations, trianing & recruitment and ensuring we had a joined up working relationship. Excellent communication skills and the ability to analyse data were essential. Working within the Work Force Management Team my responsibilities were to plan and implement the Resource needs for clients. This involved liasing with Operations, trianing & recruitment and ensuring we had a joined up working relationship. Excellent communication skills and the ability to analyse data were essential.

Regional Care Co-Ordinator

• Oct 2008 - Feb 2009

Co-ordinating Care Services across Glasgow for people with a range of disabilities. Main duties included operational management of thirty plus client’s services and providing direct line management to fifteen plus staff including volunteers & paid staff using Care Manager software. Delivering trianing and keeping my team's skills up to date featured heavily in my workload Co-ordinating Care Services across Glasgow for people with a range of disabilities. Main duties included operational management of thirty plus client’s services and providing direct line management to fifteen plus staff including volunteers & paid staff using Care Manager software. Delivering trianing and keeping my team's skills up to date featured heavily in my workload

Project Manager

• Oct 2007 - Oct 2008

Managing a staff team within a Community Housing Project for people with Learning Disabilities. Duties include liasing with various external agencies, budgeting, person management, strategic management of the project, as well as staff appraisals, administration of the project, contributing/preparing, as well as delivering training. Ad hoc management duties. Managing a staff team within a Community Housing Project for people with Learning Disabilities. Duties include liasing with various external agencies, budgeting, person management, strategic management of the project, as well as staff appraisals, administration of the project, contributing/preparing, as well as delivering training. Ad hoc management duties.