Operations Director

• Jan 2023 - Present

Consultant

• Sep 2017 - Present

Independent consultancy working with small businesses particularly around areas of strategy, operations and process development, people management. ISO 9001 implementation and accreditation. Independent consultancy working with small businesses particularly around areas of strategy, operations and process development, people management. ISO 9001 implementation and accreditation.

Head Of Operations

• Jul 2018 - Jan 2023

Key responsibilities: - Work across all areas of the business to define and document processes, and look for opportunities to improve operational efficiency - Collaborate with the Directors and management team to prioritise the strategic direction of the business, identifying issues and implementing new initiatives. - Key focus on business development, sales, marketing and client relationship management - Line manage Operations Support, Marketing and Accounting as well as consult… Show more Key responsibilities: - Work across all areas of the business to define and document processes, and look for opportunities to improve operational efficiency - Collaborate with the Directors and management team to prioritise the strategic direction of the business, identifying issues and implementing new initiatives. - Key focus on business development, sales, marketing and client relationship management - Line manage Operations Support, Marketing and Accounting as well as consult on and provide HR support to the rest of the management team. - Facilitate meetings and planning for the management team including quarterly strategy days and objective setting. - Establish and monitor KPIs and other MI and ensure its communication across the business functions.. - Collaborate with the Director and Marketing Manager to define our product proposition, commercial models, key messages and marketing campaigns. - Manage the creation, review and continual improvement of company policies, ensuring legal compliance across three regions (UK, France and Spain). - Manage the contracts process to ensure all clients are operating under contract with regular review and with appropriate information security and data protection clauses. - Act as a point of contact for client relationship activity like invoicing, service reviews and onsite visits. - Establish feedback loops with the clients, and internally to ensure we continually improve the delivery of our services. - Analyse and log risks, reporting to the Directors and coordinating mitigation activity with the relevant teams. - With the in-house Accountant, maintain oversight of company budgets, P&L, balance sheet and accounts receivable/payable. - Oversee the administration and ISO accreditation of the quality (ISO 9001) and information security (ISO 27001) management systems. - Coordinate supplier management including regular service reviews for quality and cost control. Show less Key responsibilities: - Work across all areas of the business to define and document processes, and look for opportunities to improve operational efficiency - Collaborate with the Directors and management team to prioritise the strategic direction of the business, identifying issues and implementing new initiatives. - Key focus on business development, sales, marketing and client relationship management - Line manage Operations Support, Marketing and Accounting as well as consult… Show more Key responsibilities: - Work across all areas of the business to define and document processes, and look for opportunities to improve operational efficiency - Collaborate with the Directors and management team to prioritise the strategic direction of the business, identifying issues and implementing new initiatives. - Key focus on business development, sales, marketing and client relationship management - Line manage Operations Support, Marketing and Accounting as well as consult on and provide HR support to the rest of the management team. - Facilitate meetings and planning for the management team including quarterly strategy days and objective setting. - Establish and monitor KPIs and other MI and ensure its communication across the business functions.. - Collaborate with the Director and Marketing Manager to define our product proposition, commercial models, key messages and marketing campaigns. - Manage the creation, review and continual improvement of company policies, ensuring legal compliance across three regions (UK, France and Spain). - Manage the contracts process to ensure all clients are operating under contract with regular review and with appropriate information security and data protection clauses. - Act as a point of contact for client relationship activity like invoicing, service reviews and onsite visits. - Establish feedback loops with the clients, and internally to ensure we continually improve the delivery of our services. - Analyse and log risks, reporting to the Directors and coordinating mitigation activity with the relevant teams. - With the in-house Accountant, maintain oversight of company budgets, P&L, balance sheet and accounts receivable/payable. - Oversee the administration and ISO accreditation of the quality (ISO 9001) and information security (ISO 27001) management systems. - Coordinate supplier management including regular service reviews for quality and cost control. Show less

Reflecting, evaluating and exploring

• Sep 2017 - Jun 2018

On leaving my previous role, I was in a position to take some time out with my growing family, to move house, go on holiday and to relax, reflect and evaluate where I wanted to go next. On leaving my previous role, I was in a position to take some time out with my growing family, to move house, go on holiday and to relax, reflect and evaluate where I wanted to go next.

Operations & Business Development Director

• Jan 2015 - Aug 2017

Key responsibilities: - Work side-by-side with the MD to define and drive the company towards its strategic goals. - Act as integrator across all business functions providing project management support, ensuring transparent and inclusive communication and smart working practices. - Be the go-to person for every member of the team and department. This could be as a point of escalation, to resolve issues or to use me as a sounding board to provide insight or context to queries. -… Show more Key responsibilities: - Work side-by-side with the MD to define and drive the company towards its strategic goals. - Act as integrator across all business functions providing project management support, ensuring transparent and inclusive communication and smart working practices. - Be the go-to person for every member of the team and department. This could be as a point of escalation, to resolve issues or to use me as a sounding board to provide insight or context to queries. - Monitor and improve internal operations e.g. team productivity, project management, HR processes. - Research, identify and implement platforms, software or tools to enable the most effective operation of the business. - Lead all staff in their awareness of company values and objectives, promoting “ownership” of the company, a customer-first mindset and instilling a strong, collaborative team dynamic. - Facilitate meetings and planning for the leadership team and departments. - Responsible for legal and compliance from an internal HR perspective as well externally working with agencies such as Ofcom or PSA (Phone-paid Services Authority). - Work with the other Directors to outline a yearly strategy of activity to meet company objectives for that period, refining objectives and activity based on performance through the year. - Develop measurement plans to benchmark current activity, set KPIs and analyse performance against company objectives. - Assist the MD in monitoring company financial activity, ensuring regular reconciliation and auditing tasks were carried out. - Build strong relationships with clients to create a consultative role in managing their account to anticipate opportunities and changes. - Facilities management of the UK office.

Operations Manager

• Mar 2010 - Dec 2014

Operations and team development - Manage business processes to ensure efficiency and encourage sales growth. - Developed new starter training to ensure a consistent level of understanding of the solution and, as a technical service, how best it is communicated to prospective and existing customers. - Ongoing call and email monitoring to maintain levels of service and develop the team. Business development - Creating copy for a variety of media including TTNC’s… Show more Operations and team development - Manage business processes to ensure efficiency and encourage sales growth. - Developed new starter training to ensure a consistent level of understanding of the solution and, as a technical service, how best it is communicated to prospective and existing customers. - Ongoing call and email monitoring to maintain levels of service and develop the team. Business development - Creating copy for a variety of media including TTNC’s website, email marketing, print advertising, press releases, internal blogs and guest blogs. - Collaborate in product development. - Interaction with Google Analytics and summarising internal data to track customer and product performance. Account management - Oversee sales, customer service and account management. - Develop relationships with key accounts and wholesale users. - Taking a lead role on enquiries from potential wholesale and corporate customers, through to creating these key accounts and proactively working on their ongoing development. - Developing bespoke quotes and solutions to maximise revenue either through large quantities of number sales, or high call traffic volumes.

Sales and Customer Service Representative

• Dec 2009 - Feb 2010

Professional Musician & Peripatetic Guitar Teacher

• Sep 2008 - Nov 2009

After redundancy and a year studying, I wrote, recorded and gigged with the band Electralyte (find us on Spotify). I also sessioned with the Salvation Army, facilitating contemporary worship at national and international youth events (such as in Norway). This regularly involved training and development of musicians and bands. I still teach guitar and bass, and you’ll regularly find me playing in church for up to 350 people. After redundancy and a year studying, I wrote, recorded and gigged with the band Electralyte (find us on Spotify). I also sessioned with the Salvation Army, facilitating contemporary worship at national and international youth events (such as in Norway). This regularly involved training and development of musicians and bands. I still teach guitar and bass, and you’ll regularly find me playing in church for up to 350 people.

Management Information Senior Team Leader

• Apr 2006 - Sep 2007

I performed a variety of roles while working on this contract for the governmental department, then known as the Training and Development Agency (TDA). The contract was to provide a 90 seat contact centre for the ‘Teaching Information Line’. At first I was an operative on the phone taking up to 1,000 calls a week (during advertising campaign periods) advising callers on routes into teaching. I graduated to managing an inbound team of up to 15 operatives, carrying out performance management and… Show more I performed a variety of roles while working on this contract for the governmental department, then known as the Training and Development Agency (TDA). The contract was to provide a 90 seat contact centre for the ‘Teaching Information Line’. At first I was an operative on the phone taking up to 1,000 calls a week (during advertising campaign periods) advising callers on routes into teaching. I graduated to managing an inbound team of up to 15 operatives, carrying out performance management and managing resource across the contact centre. In my final role I worked directly with the client, project managing data extract requests to inform email marketing campaigns, development work on the online system for data capture and defining and documenting processes in line with ISO:9001.

Inbound Contact Centre Team Leader

• Jun 2005 - Mar 2006

Education Consultant (Inbound)

• Jun 2004 - May 2005

Database Administrator

• Sep 2003 - Jun 2004

Inputting into data management systems for foster care payments. Inputting into data management systems for foster care payments.

Supervisor

• Mar 2002 - May 2003

Advisory sales and stock management. Advisory sales and stock management.