Account Manager

• Jun 2019 - Present

Business Operations Director

• Nov 2003 - Aug 2017

ePatient Network is a health communications and technology company specialising in patient insights, recruitment and retention. As an experienced HR/operations director and leader, I have proven abilities in human resources, strategic planning, managing projects, improving business efficiency, defining workflows, and motivating teams. By developing robust HR policies and processes, I have played a pivotal role in supporting company growth, from a small team in Buckinghamshire to one with approx. 20 staff, an international network of freelancers, and offices in London and Boston. Key responsibilities: • Human resources, including: recruitment, contracts, onboarding, employee relations, industrial relations, payroll and benefits, learning and development • Line management of up to five direct reports, including: writers and researchers, client handlers, and software engineers. Training all line managers in policy and techniques • Operational oversight of all day-to-day commercial procedures, ensuring all business requirements are met through internal processes or supplier procurement, in line with the corporate growth plan, and maintaining compliance with legal obligations • Lead on financial management, budget setting, P&L accounts, day-to-day operation of accounting software, regulating overheads to ensure optimum cashflow and profitability, payroll and pensions • Facility management, including: building and grounds maintenance, catering and vending, health and safety, procurement and contract management, security, space management, utilities and communications infrastructure • Manage information systems and strategy, including IT equipment, cloud infrastructure, adherence to security processes, and compliance with data protection laws (GDPR in Europe and HIPAA in the US)

Manager

• 1998 - 2003

Universal Care is a privately-owned residential care agency providing live-in or daily care for the elderly and disabled. As manager, I oversaw all aspects of the business, including: staff recruitment and management; client sales and services; legislation compliance; and finance. Key responsibilities: - Recruitment, training and management of 160 field staff - Full accountability for P&L - Ensuring compliance with all legislation - Sales and marketing, plus CRM - Client and carer assessments - Invoicing and financial management