Experience

Axis Sports Medicine Specialists

• New Zealand
• Medical Practices
• 1 - 100 Employee

• Head of People and Performance

  • Apr 2023 - Present

• Operations & HR Manager

  • Jun 2021 - Apr 2023

  Operations & HR manager for a multidisciplinary sports and exercise medicine team, covering multiple sites (4) across NZ.-Supporting Axis to run efficient and profitable operations, with a focus on quality and health and safety-Deliver operational excellence, and drive high performance by meeting business KPI’s and financial targets.-Employee recruitment, talent management, career development and succession planning-Lead and manage performance & development of both support and rehabilitation team.- Partner with business leaders (mentor/ coaching) to drive performance- Proactively manage employment relations through to areas of culture and talent-Effective utilisation of employees-Ensure quality, effective technology and systems are in place-Change management projects Show less



ProCare Health Limited

• United Kingdom
• Hospitals and Health Care
• 1 - 100 Employee

• Head Of Business Services

  • Jul 2019 - Jun 2021

  -Lead and drive effective, efficient and value-add member centric activities aligned with the ProCare’s strategic priorities and business needs.- Setting the strategic direction for the team and overseeing strategic projects.-Direct the overall performance of business services (helpdesk, business services and services delivery) and be accountable for the quality, integrity and accuracy of the services provided.-Ensure the development, implementation and continual review of robust operating procedures, frameworks, and service delivery plans to ensure the effective management of team activities-Implement effective budgeting and business planning-Foster a culture of innovation, continuous improvement and excellence in customer service, performance and safety within the business services team.-Build capability, nurtured and coached talent and have ensured the undertaking of succession planning to grow the business services position as an exemplary professional team.-Senior leadership team-Programme management- Covid response; Successful pivot of staff and operations to accommodate COVID requirements to a virtual working environment. On ProCare Incident management team: Logistics & Resource Manager (March 20- July 20) and then Incident controller (July 20 – present). Show less

• Business Services Manager

  • Aug 2017 - Jul 2019

  -Led the day to day operations of the business services team ensuring KPIs are met: Helpdesk, Business services, Service delivery.-Managed workflow including planning, allocation and prioritisation of work- Ensured that policies formulated are fully implemented to achieve objectives (educate team on new policy plans and implication on service delivery)- Manage performance of the team members (11 direct reports, 1 indirect)- Recruitment, engagement and professional development plans- Organize and head meetings with the Business services team- 2IC to head of department- Facilitate and manage the implementation of team and organisation strategies- Managed finances and relevant budgets- Facilitate and manage the implementation of team and organisation strategies - Managed finances and relevant budgets Show less

• Manager Service Delivery

  • Jul 2014 - Aug 2017

  - Monitored the overall performance of services within our customer services unit including help desk, business services (claims & capitation), practice audits, self-audits, procurement, education programme, events, facilities and general administration.- Honed and led improvement for team delivery infrastructure, managing conflict and ensuring team processes and tasks were carried out effectively.- Defined, developed and led continual business improvement within our service delivery team.- Monitor customer satisfaction (annual membership satisfaction survey)- Monitor operational compliance- 4 direct reports- Crafted a business continuity plan for customer services department- Contract management SERCO, Immigration and patient portals Show less

• Education/ lead audit Coordinator

  • Aug 2005 - Jul 2014

  -Coordinated, developed and maintained the education logistical management and enrolment auditing processes.-Event management: annual conference for practice managers and nurses



Entry to Employment, Merton College, London

• Project Coordinator

  • Jun 2003 - Jul 2004

  The Entry to Employment Project was a worked based learning programme aimed at 16-25 year old's with social or educational challenges. I was one of the founding team members primarily responsible for administration processes and financial procedures. The Entry to Employment Project was a worked based learning programme aimed at 16-25 year old's with social or educational challenges. I was one of the founding team members primarily responsible for administration processes and financial procedures.



University College Dublin (UCD)

• Senior Executive Assistant (Office of Funded Research)

  • Sep 2001 - Feb 2003

  Website and database maintenance and improvement and the management of in house schemes in support of research and committees support by the office. -Database Maintenance and Development -Tracking contracts, proposals etc -Draft quarterly and annual reports. -Ensure account set-up. -Maintained website -Management and administration of in-house Schemes in Support of Research. -Management and administration of committees support by the office (e.g. Ethics Committee) -Continuous maintenance and upgrading of internal Procedures Manual and Database/Website Procedures/Training Manuals. -Membership and Secretary-ship of Database/Website Development Group (involving Computing Services, Web Editor and - from time to time – Computer Science and MSU). -On-going line supervision of Executive Assistant (s) Show less