Service Manager

• Mar 2019 - Present

Responsible for £6.2 million per year NHS contract, supporting 23000 service users in the largest wheelchair service in the UK. The service coordinates episodes of care from initial referral, through assessment, procurement and handover as well as repair services for manual, power and specialist wheelchair equipment. Departmental oversight of HR, warehouse, clinical, customer service, procurement and service user engagement. Ensuring service user experience from referral through to handover is as smooth and swift as possible. Show less

Operations Manager

• Sep 2016 - Mar 2019

Responsible for all operations within the food hall, and warehouse, ensuring that customer service and produce is of the highest standard possible. Coordinates site maintenance, health and safety and waste management. Engineered wholesale previous loss making position to profit in 2017. Standardised delivery and ordering process. Reduced F+V wastage significantly. Responsible for all operations within the food hall, and warehouse, ensuring that customer service and produce is of the highest standard possible. Coordinates site maintenance, health and safety and waste management. Engineered wholesale previous loss making position to profit in 2017. Standardised delivery and ordering process. Reduced F+V wastage significantly.

Manager Network Control Centre - Intercontinental

• Jun 2015 - Sep 2016

24/7 coordination of DHL intercontinental air network. Capacity management, schedule adherence and contingency planning/execution. Key Achievements Developed contingency review system and database Coordinated set-up of department Integral member of reporting structure development group 24/7 coordination of DHL intercontinental air network. Capacity management, schedule adherence and contingency planning/execution. Key Achievements Developed contingency review system and database Coordinated set-up of department Integral member of reporting structure development group

Operations Manager

• Nov 2013 - Jun 2015

8 Direct reports, overall responsibility for 200+ colleagues. Maintaining all aspects of distribution (off-load, sort, pick and out-load), for Wm Morrison Sittingbourne Fresh site. Project managing audit process, facility hygiene and day to day running of facility. Developing colleagues and Team Managers through communication and training, with customer satisfaction through employee engagement the target. 8 Direct reports, overall responsibility for 200+ colleagues. Maintaining all aspects of distribution (off-load, sort, pick and out-load), for Wm Morrison Sittingbourne Fresh site. Project managing audit process, facility hygiene and day to day running of facility. Developing colleagues and Team Managers through communication and training, with customer satisfaction through employee engagement the target.

Self Employed

• Oct 2011 - Nov 2013

Operations Manager

• Jan 2010 - 2011

Responsible for the smooth operation of the companies leading warehouse, handling both ambient and coldchain product, operating 24/7, employing up to 400 people. 80+ vehicle movements per day (98% OTP), supplying 75 Marks and Spencer stores throughout the south east, with a throughput of 120,000+ units per day. Key Achievements Evolved customer order process to enable 100% accuracy. As Risk Assessment Manager, completed re-vamped Risk Assessment module for depot. Responsible for the smooth operation of the companies leading warehouse, handling both ambient and coldchain product, operating 24/7, employing up to 400 people. 80+ vehicle movements per day (98% OTP), supplying 75 Marks and Spencer stores throughout the south east, with a throughput of 120,000+ units per day. Key Achievements Evolved customer order process to enable 100% accuracy. As Risk Assessment Manager, completed re-vamped Risk Assessment module for depot.

Operations Manager

• Mar 2009 - Nov 2010

Operational control, capacity management, schedule adherence and contingency planning for numerous cargo aircraft types operating within the Middle East, Sub-Sahara Africa and through to Europe and Far East. Managed and reported network KPIs, driving improvement in OTD (98.2%) and OTA (99.3), whilst maximising sector capacity. Key AchievementsDevelopment of communication across region to enable increased coordination and reporting methods to be implemented.Standardised NOC processes to enable closer control of contingency management.Developed and implemented ULD management audits and control systems within region. Show less

Quality / Health & Safety Manager

• Jun 2006 - Mar 2010

Fully accountable for the management of the Quality Management System (QMS) for 21 countries within the Middle East, North Africa and Turkey Region Key AchievementsProject managing the successful introduction of EMS across the entire region and facilitating its integration into GSOP (operations global process)Redeveloping the quality policy, OHSE and ENV for the MENAT area and preparing for certification under ISO 9001:2000, 14001 and OHSAS 18001.Planning and managing the audit process in culturally diverse countries including Libya, Yemen, Afghanistan and Iran Show less

Owner/Manager

• Jun 2005 - Jun 2006

Taking over the management of a small independent hotel and project managing its refurbishment and reinvention Key Achievements Driving the loss making business into profitability whilst ensuring the delivery of exceptional service standards Achieving recognition in the Lonely Planet guide as the Best Hotel in the area No1 budget hotel in Bali, No7 of 600+ hotels in Bali Increasing yearly occupancy from 2% to 71%, 10% ahead of target Recruiting and developing a strong, customer focused team and motivating them towards the achievement of business objectives Property is still owned by us, but we pay a manager to maintain the business Show less

HUB/NCG Operations Manager

• 2004 - 2005

Playing a pivotal role as a senior member of the management team tasked with coordinating all aspects of the Bahrain HUB operationServing as functional head of BAH HUB NCG (Network Control Group) and managing ULD requirements for the Middle East operationKey AchievementsLeading on the successful implementation of CALMS, the commercial uplift management system, as well as Netline Ops and Schedule systemsAchieving compliance accreditation with DHL's Transportation Harmonisation Programme (THP) through the effective coordination of the HUB Quality System Show less

MEA Quality Support Manager

• 2003 - 2004

Maintaining all audit, training and QMS operations throughout the Middle East region in accordance with company and ISO 9001:2000 standardsKey AchievementsSuccessfully achieving Lloyds Internal Auditor accreditation to enable the completion of audits across 12 countries and the subsequent retention of ISO 9001:2000 accreditationProviding coaching and support to the Bahrain country office resulting directly in their achievement of MEA Quality Award Developing and facilitating DHL Middle East Quality Conference and initiating a KPI league table. Show less

Station Manager

• 2003 - 2004

Initially employed in a senior operational capacity before taking over the management of the entire Kandahar operation Managing DHL Kandahar from a commercial and administrative perspective with the focus on ensuring optimum service delivery Delivering both initial and ongoing training programmes for Afghani local hires Key Achievements Project managing the development and relocation of DHL Afghanistan helpdesk function to Kabul Rationalising administration systems in Kabul to ensure improved efficiency and more thorough reporting Implementing and managing DHL shipment tracking system for DHL Afghanistan Show less

Station Manager

• 2000 - 2003

Responsible for the management of the wet-lease operation involving B757 passenger and cargo aircraft Providing a professional first point of contact to customers to facilitate the achievement of their requirements on a scheduled and ad hoc basis Maintaining high levels of proficiency amongst crew members and ensuring that they operate in full compliance with company and international regulations Dealing with rostering, crew currency and aircraft flight releases as well as overseeing all base administration and engineering support Managing over-flight and landing approvals for all stations visited by aircraft in Europe, Middle East and USA. Key Achievements Leading the audit process for satellite and ad hoc airport facilities to ensure compliance with CASA regulations Show less

AATC

• 1986 - 1996