Dawn Hoyle

Experience

• 

  Lloyds Bank

  Sept 1989 - Jan 1991

  Graduate Trainee
• 

  Abbey

  Jan 1991 - Jun 2006

  Member of the Corporate Strategy Function leading projects on behalf of the Executive Committee. Involved in the defensive bid work re LloydsTSB and Bank of Ireland. Led the Group Cost Reduction Programme Office planning, monitoring, controlling and reporting to the CEO, focusing on delivery and benefit management. Using expertise from Henley Management College, tested and implemented new ways of embedding innovation, using the Bank's Top 40 High Fliers – a new mortgage product was launched from this process. Led the three year planning process, utilising Board and Divisional Committee members to develop future scenarios Show less Proven track record of delivering major projects, gained through leading projects in the Retail Bank, Risk Function and Group Programmes. Specific projects included:• Development and implementation of management information systems across 53 sites to enable effective capacity planning and workflow management process. This led to an improvement in key customer service standards and generation of a business case recommending a reduction in number of sites/people.• Development and implementation of management practices in the new large scale mortgage processing units, utilising external best practice to build the new ways of working. Initially, it had been estimated that 6 sites would be required to handle the work, due to the benefits of these new practices, only 3 sites were opened. • Implementation of image and workflow technology in the mortgage operation, embedding straight through processing, leading to further cost reduction and customer service improvement.• Successful implementation of the Group Risk Market Risk Standards project, leading to an achievement of all BASLE/Capital Adequacy Directive requirements. Show less

  • Head of Complaints

    Feb 2005 - Jun 2006

  • Head of Fraud

    Jan 2004 - Jan 2005

  • Programme Manager - Indian Call Centres

    Sept 2002 - Jan 2004

  • Strategic Development Manager - Corporate Development

    Sept 2000 - Sept 2002

  • Programme Manager

    Jan 1991 - Aug 2000
• 

  Halifax

  Jun 2006 - May 2009

  Head of Customer Relations and Card Servicing

  This role has two distinct areas of responsibility, leadership of c750 people across 4 sites providing a 24x7 call service for credit card customers, handling c600,000 calls per month with an annual operating budget of £18million. Secondly, leadership of a complaint handling operation of 800 people (permanent and contractors) with an operating budget of £26 million resolving c310,000 complaints per annum. Ownership and direction of the Group Complaint Handling policies balancing compliance with regulatory principles, divisional P&L requirements for revenue growth and customer satisfaction. Show less

• 

  VSO

  Feb 2010 - Nov 2016

  Leadership of £5million annual portfolio in health, education, gender and governance reaching 1 million beneficiaries, delivered by 50 international volunteers, 30 national volunteers, 25 staff and 11 partners. • Through social accountability approaches, supported Palm Oil producers to meet their CSR commitments, empowering communities to be resilient and safely claim their rights.• Strengthened all teacher training colleges through introduction of child centred, standards based curriculum in English, mathematics and science for primary and elementary students.• Pioneered the use of SMS stories as a low cost (50p per child)/low tech approach to improve reading literacy (improved 50% of students’ reading ability) in schools with limited resources.• Strengthened regional government and hospitals’ ability to deliver survivor centred gender based violence services and through behavoiur change programmes increased demand for these services. • Co-designed and introduced PNG’s first early childhood development university qualification. Show less In Uganda - led the organisational and culture change to ensure increased capacity to deliver new grants (£13 million). Managed the creation of cost-effective structures and built capacity through tailored training programmes. Ensured all processes were fully compliant, revising as necessary and instilling a robust risk management culture. Managed c50 international volunteers, 3 international and 55 national members of staff.In Cambodia - Led the country strategic planning process, shifting priorities to the most vulnerable and remote northern provinces and introducing a governance and youth programme in line with government priorities. With community participation, developed VSO Cambodia’s youth and local volunteering strategy and managed the implementation through government and civil society partners. Mainstreamed social inclusion and gender throughout, changing behaviours and practices. Supported an organisational redesign to ensure successful delivery of the strategy, cost efficiently Show less Provide mentoring, coaching and support to two Ethiopian NGOs. For Oromia Development Association, deliverables included: revised strategic plan, new annual plan with key performance indicators, revised organisational design, new HR policies and practices, improved internal communications processes, introduction of a performance management culture and revised financial processes. Led the development and implementation of the first national volunteer management policy and practices (adopted by the regional state). Introduced the concept of gender sensitive programming through training and coaching. For an HIV/AIDS Association with 20 members of staff and 10,000 beneficiaries, provided consultancy services to build its’ corporate capability, deliverables included: leadership of the strategic planning process, annual plan and budget, resource mobilisation plan, revised HR, Finance, Governance and Data Retention policies, communications plan and performance management practices. Show less

  • Country Director - Papua New Guinea

    Jul 2014 - Nov 2016

  • Country Director - Vanuatu

    Nov 2013 - Jun 2014

  • Change Manager - Uganda & Cambodia

    Oct 2011 - Nov 2013

  • Consultant Ethiopia

    Feb 2010 - Oct 2011
• 

  VSO

  Sept 2017 - Apr 2021

  Leadership of a £10 million annual portfolio in employment and entrepreneurship, agri-based value chains, social accountability, youth and health, reaching over 1.3 million beneficiaries. Delivered through 600 international, youth, corporate and national volunteers, 61 staff and 30 partners. Achievements:• Led the transformation of the country office to be aligned with the global organisational strategy through change management strategies focused on enabling behavourial and organisational changes.• Delivered gender transformational enterprise development and job creation projects, creating 2,500 new jobs, 10,000 new procurement activities and increasing annual turnover by 86% for each SME.• Built VSO’s organisational capacity in private sector engagement and vocational education resulting in fully certified vocational outreach programmes which reduced time to (self) employment.• With market systems and agroecology approaches, increased yield/quality for 30,000 farmers resulting in return on investment of £11.80 for every £1, advocated for removal of 17 sector taxes. • Supported gas and oil sector to achieve their CSR goals, empowering communities to be resilient and able to hold the extractive sector to account.• Introduced low cost/tech solutions to increase health workers confidence and capacity leading to reductions in neo natal mortality (40%) and maternal mortality (20%). Show less Leadership, oversight and technical direction for VSO’s livelihoods interventions across 21 countries, managing a dispersed multi-cultural and multi-functional team, reaching over 770,000 people. Achievements:• Developed a unifying strategy and technical framework, moving from a collection of standalone projects to a cohesive portfolio based on an innovative assets and capabilities approach. Embedded resilience, social accountability and social inclusion in all technical approaches.• Led the design and implementation of institutional processes to ensure delivery of quality, time and budget objectives, achieving 78% employment/entrepreneurship; transforming agricultural markets for over 122,000 farmers and introduced new business models for SME growth. • Led the development and execution of the practice area growth strategy, presenting at key forums in Europe, UK, Asia, Pacific and USA, growing the funding pipeline to excess of £110m. • Built VSO’s institutional private sector engagement approach working with international, national and local organisations, including Randstad, Shell, BAM, etc. Show less

  • Country Director - Tanzania

    Nov 2016 - Apr 2021

  • Global Practice Area Lead - Livelihoods

    Sept 2017 - Sept 2020
• 

  ZOA

  May 2021 - now

  Country Director - ZOA Ethiopia