Engineering People Lead Manager

• Apr 2022 - Present

Responsible for leading a team of Engineering People Leads who together are supporting 100 software engineers across 33 different countries as well as managing a small team of engineers

Engineering People Lead

• Oct 2021 - Apr 2022

Leading a team of 30 open source software engineers across 13 different countries and 7 different time zones. Focusing on employee engagement, onboarding and mental health and wellbeing. Through coaching conversations I am working with the teams to create clear PDP's and design OKR's. In my first 6 months responsible for: - Driving an increase in Internal feedback by 400% - Designing and launching of a technical leadership development Programme

Executive Coach (ICF Accredited)

• Jan 2021 - Present

Arcus, latin for Rainbow. When asked to describe coaching, a rainbow came to mind. Something rare and special born from the light of the sun and darkness of rain. A discovery and journey towards a pot of gold hidden at the end. Creating a coaching relationship like that with my clients is what I strive for, it may be a mix of emotions but the end result is truly something wonderful and full of discovery with an end result to truly treasure and worth working towards. Its also huge… Show more Arcus, latin for Rainbow. When asked to describe coaching, a rainbow came to mind. Something rare and special born from the light of the sun and darkness of rain. A discovery and journey towards a pot of gold hidden at the end. Creating a coaching relationship like that with my clients is what I strive for, it may be a mix of emotions but the end result is truly something wonderful and full of discovery with an end result to truly treasure and worth working towards. Its also huge fun :)! Contact - dave@arcuscoaching.co.uk Show less Arcus, latin for Rainbow. When asked to describe coaching, a rainbow came to mind. Something rare and special born from the light of the sun and darkness of rain. A discovery and journey towards a pot of gold hidden at the end. Creating a coaching relationship like that with my clients is what I strive for, it may be a mix of emotions but the end result is truly something wonderful and full of discovery with an end result to truly treasure and worth working towards. Its also huge… Show more Arcus, latin for Rainbow. When asked to describe coaching, a rainbow came to mind. Something rare and special born from the light of the sun and darkness of rain. A discovery and journey towards a pot of gold hidden at the end. Creating a coaching relationship like that with my clients is what I strive for, it may be a mix of emotions but the end result is truly something wonderful and full of discovery with an end result to truly treasure and worth working towards. Its also huge fun :)! Contact - dave@arcuscoaching.co.uk Show less

Associate Coach and Facilitator

• May 2021 - Present

Delivering executive coaching and facilitation of workshops globally to a range of clients across different sectors. Delivering executive coaching and facilitation of workshops globally to a range of clients across different sectors.

International Speaker

• Feb 2018 - Present

A passionate international speaker delivering talks to a range of different audiences and sectors. Talks are tailored to industry, event and audience but include early career opportunities and employers engaging with the apprenticeship scheme and also talks focused on highlighting opportunities to engage with introverts from an extrovert perspective. All talks are designed to be under 60 minutes and include interactivity to capture audiences interest. This can be adapted where… Show more A passionate international speaker delivering talks to a range of different audiences and sectors. Talks are tailored to industry, event and audience but include early career opportunities and employers engaging with the apprenticeship scheme and also talks focused on highlighting opportunities to engage with introverts from an extrovert perspective. All talks are designed to be under 60 minutes and include interactivity to capture audiences interest. This can be adapted where necessary. Previous speaking engagements: November 2019 Communicating with employers | Cambridge Regional College | Cambridge, UK August 2019 Making 20% off the job work | Pearson Webinar | Available Online December 2018 From the Classroom to the Pocket | Trainers Hangout | Northampton, UK November 2018 Engaging With Introverts | Cambridge Network | Cambridge, UK July 2018 Hiring and Developing Talent to Supercharge your Team | Frost & Sullivan Mind Exchange | Dublin, IRE March 2018 Creating an Award Winning Learning at Work Week | Cambridge Network | Cambridge, UK Show less A passionate international speaker delivering talks to a range of different audiences and sectors. Talks are tailored to industry, event and audience but include early career opportunities and employers engaging with the apprenticeship scheme and also talks focused on highlighting opportunities to engage with introverts from an extrovert perspective. All talks are designed to be under 60 minutes and include interactivity to capture audiences interest. This can be adapted where… Show more A passionate international speaker delivering talks to a range of different audiences and sectors. Talks are tailored to industry, event and audience but include early career opportunities and employers engaging with the apprenticeship scheme and also talks focused on highlighting opportunities to engage with introverts from an extrovert perspective. All talks are designed to be under 60 minutes and include interactivity to capture audiences interest. This can be adapted where necessary. Previous speaking engagements: November 2019 Communicating with employers | Cambridge Regional College | Cambridge, UK August 2019 Making 20% off the job work | Pearson Webinar | Available Online December 2018 From the Classroom to the Pocket | Trainers Hangout | Northampton, UK November 2018 Engaging With Introverts | Cambridge Network | Cambridge, UK July 2018 Hiring and Developing Talent to Supercharge your Team | Frost & Sullivan Mind Exchange | Dublin, IRE March 2018 Creating an Award Winning Learning at Work Week | Cambridge Network | Cambridge, UK Show less

Learning and Development Manager

• Apr 2020 - Oct 2021

Reporting directly to the HR director on all L&D initiatives including value and culture rebranding as well as delivering input into the wider HR strategy for the business. - Instrumental in helping the business achieve its best employee engagement results across the business for the last 20 years in June 2020 due to work undertaken during the COVID -19 Pandemic - Responsible for the design and delivery of a high performer development programme delivered to all areas of the… Show more Reporting directly to the HR director on all L&D initiatives including value and culture rebranding as well as delivering input into the wider HR strategy for the business. - Instrumental in helping the business achieve its best employee engagement results across the business for the last 20 years in June 2020 due to work undertaken during the COVID -19 Pandemic - Responsible for the design and delivery of a high performer development programme delivered to all areas of the business - Forecasting and budgeting of external learning courses and management of KPI’s for learning across the business generating monthly executive summary reports for board of directors - Delivering Insights Discovery coaching across the business from leadership level down.

Training and Development Specialist

• Jul 2018 - Apr 2020

Working alongside the L&D lead to support the development of 200+ people to deliver a blended learning solution for all staff. Key responsibilities include - Acting as the Early Careers Manager; designing and delivering our apprenticeship programme. This includes training and coaching for business mentors. Over 5% of the business are currently undertaking some sort of apprenticeship which I am supporting on - Responsible for reporting ROI on all L&D activities and working… Show more Working alongside the L&D lead to support the development of 200+ people to deliver a blended learning solution for all staff. Key responsibilities include - Acting as the Early Careers Manager; designing and delivering our apprenticeship programme. This includes training and coaching for business mentors. Over 5% of the business are currently undertaking some sort of apprenticeship which I am supporting on - Responsible for reporting ROI on all L&D activities and working with suppliers to enhance our technical staffs qualifications and certifications - Acting as the principle LMS administrator, designing and curating course content on our LMS system (Totora) - Design and delivery of a blended learning core competencies (soft skills) programme accessible to all staff.

Learning & Development Specialist

• Jan 2018 - Jul 2018

Working as a qualified Learning & Development professional to offer a targeted and personalised learning experience to all employees within the business. ACHIEVEMENTS - Design of the new Leadership Program for all leaders within the business using a blended learning approach - Implementation of LMS system and priority modules - Roll out of GDPR training across entire business to over 350 staff though cinema experiences, point of need learning and hands on workshops -… Show more Working as a qualified Learning & Development professional to offer a targeted and personalised learning experience to all employees within the business. ACHIEVEMENTS - Design of the new Leadership Program for all leaders within the business using a blended learning approach - Implementation of LMS system and priority modules - Roll out of GDPR training across entire business to over 350 staff though cinema experiences, point of need learning and hands on workshops - Managing Learning budgets across the business for all internal and external training

Development Trainer

• Feb 2017 - Jan 2018

Working on a wide range of training initiatives including the design and delivery of face-to-face and e-learning courses across the business. To ensure all staff have the best learning experience possible, the focus ranges from staff on-boarding through to Leadership Training. ACHIEVEMENTS - Designing and delivering a double award winning Learning At Work Week - Helping the design and delivery of a new performance development process delivered to the whole business to… Show more Working on a wide range of training initiatives including the design and delivery of face-to-face and e-learning courses across the business. To ensure all staff have the best learning experience possible, the focus ranges from staff on-boarding through to Leadership Training. ACHIEVEMENTS - Designing and delivering a double award winning Learning At Work Week - Helping the design and delivery of a new performance development process delivered to the whole business to challenge and improve the way staff are supported with their performance towards company objectives and culture - Facilitating a wide range of learning vehicles to offer a blended learning programme to all staff with a positive improvement to employee engagement scores specifically in growth and career areas

Customer Support Trainer

• Aug 2014 - Feb 2017

Delivering regular action packed workshops including new starter training, on the job training and sessions based around investment in people and aspiring managers. Creating content and presenting to groups both large and small. Alongside this the role focuses on managing the department performance and quality of work; highlighting trends and giving recommendations for continued improvement within the department. ACHIEVEMENTS - Delivery of an onboarding programme for the… Show more Delivering regular action packed workshops including new starter training, on the job training and sessions based around investment in people and aspiring managers. Creating content and presenting to groups both large and small. Alongside this the role focuses on managing the department performance and quality of work; highlighting trends and giving recommendations for continued improvement within the department. ACHIEVEMENTS - Delivery of an onboarding programme for the customer support team lasting 3 months and including key milestones and handover with stakeholders - Implementation of regular coaching and support on a weekly basis to all new starters - Design and Delivery of a leadership training programme for all aspiring managers focused on skills and competencies including commercial awareness, managing performance and learning styles - Implemented a performance management system to help managers recognise under performance and implement support structure for managers to use with staff.

Operations Manager: Online Safety and Moderation at Jagex

• Mar 2014 - Aug 2014

Working as part of the Operational management team and in charge of creating and delivering on the Moderation strategy of all products for Jagex. ACHIEVEMENTS - Managing a small team within Cambridge and a team remotely of outsourced staff in the Philippines to ensure delivery of key strategic goals. - Ensuring the delivery of weekly, monthly and quarterly reviews both with my direct team in Cambridge as well as managing a larger team of staff remotely via Skype , telephone… Show more Working as part of the Operational management team and in charge of creating and delivering on the Moderation strategy of all products for Jagex. ACHIEVEMENTS - Managing a small team within Cambridge and a team remotely of outsourced staff in the Philippines to ensure delivery of key strategic goals. - Ensuring the delivery of weekly, monthly and quarterly reviews both with my direct team in Cambridge as well as managing a larger team of staff remotely via Skype , telephone and email. - Acting as the funding council member of the Internet Watch Foundation on behalf of Jagex

Corporate Support Team Manager, e-commerce

• Apr 2013 - Mar 2014

Leading a team of Corporate Support Mangers with an extensive portfolio of global corporate merchants across various industries including retail, travel and digital content ACHIEVEMENTS - Ensuring my direct reports are delivering flawless customer service through every interaction to expand on brand loyalty through regular coaching and reviews conducted on a weekly, monthly and quarterly basis. - Increasing the teams overall NPS score by 40% within my first 3 months through… Show more Leading a team of Corporate Support Mangers with an extensive portfolio of global corporate merchants across various industries including retail, travel and digital content ACHIEVEMENTS - Ensuring my direct reports are delivering flawless customer service through every interaction to expand on brand loyalty through regular coaching and reviews conducted on a weekly, monthly and quarterly basis. - Increasing the teams overall NPS score by 40% within my first 3 months through building an understanding of what good looks like within the team and reaching out proactively to merchants and sharing said feedback with the team members to help them improve and develop. Show less Leading a team of Corporate Support Mangers with an extensive portfolio of global corporate merchants across various industries including retail, travel and digital content ACHIEVEMENTS - Ensuring my direct reports are delivering flawless customer service through every interaction to expand on brand loyalty through regular coaching and reviews conducted on a weekly, monthly and quarterly basis. - Increasing the teams overall NPS score by 40% within my first 3 months through… Show more Leading a team of Corporate Support Mangers with an extensive portfolio of global corporate merchants across various industries including retail, travel and digital content ACHIEVEMENTS - Ensuring my direct reports are delivering flawless customer service through every interaction to expand on brand loyalty through regular coaching and reviews conducted on a weekly, monthly and quarterly basis. - Increasing the teams overall NPS score by 40% within my first 3 months through building an understanding of what good looks like within the team and reaching out proactively to merchants and sharing said feedback with the team members to help them improve and develop. Show less

Customer Service Team Leader

• Sep 2009 - Apr 2013

- Acting at an Operational level, managing a team supporting all aspects of the business during out of office hours. Aspects of support included Bug Abuse, Hijacking, Community Management and Billing support - In the most recent quarterly 360° appraisal survey I achieved the highest score within a management team of forty eight managers. - Created and implemented a new department wide sampling process to improve the quality of email correspondence - Developed new customer… Show more - Acting at an Operational level, managing a team supporting all aspects of the business during out of office hours. Aspects of support included Bug Abuse, Hijacking, Community Management and Billing support - In the most recent quarterly 360° appraisal survey I achieved the highest score within a management team of forty eight managers. - Created and implemented a new department wide sampling process to improve the quality of email correspondence - Developed new customer service metrics for quarterly personal development reviews for all members of the department - Managing a team of fifteen people processing player reports from a player base of over one million. - Ensuring the performance of the team is maintained at an exemplary level through monthly one to one meetings and regular coaching and feedback.

Billing Support Assistant Team Leader

• Oct 2008 - Sep 2009

Quality Control Assistant Team Leader

• Mar 2006 - Oct 2008

Customer Service and Projectionist

• May 2005 - Mar 2006