Experience

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  Reed

  Mar 2015 - Sept 2019

  • Worked across multiple departments and managing a multitude of different stakeholders including IT, Finance, HR, and Operations • Project managed multiple large scale projects both internally and externally (scope to delivery) including managing a variety of stakeholders from different departments • Reduced the volume of open risk events to zero within 9 months• Chaired the RSR risk committee• Defined handover process from project completion to BAU. -Project managed a large scale external audit including managing a variety of stakeholder from different departments -Reduced the volume of open risk events to zero within 9 months Show less Managing and mentoring a highly successful and reputable audit and compliance team of 5, responsible for ensuring all of RSR branches meet the necessary compliance requirements and the team achieves all set objectives KPI’s and SLA’sDuties IncludedManaging a team of 5 auditors who audited divisions of Reed Specialist RecruitmentConduct 1-1 reviews and individual coaching sessionsImplementation of an audit function within a new contractAnalyse and advice on any audit or compliance issues then develop action plans to ensure that the current issue is resolved and future issues have been mitigated.Acting as an escalation point to manage complex and difficult compliance situations both legal and in-house policies to ensure a solution is formed which mitigates the risk to the RSR brand and also mitigates any commercial risk.Success IncludedIncreasing workflow by 50% without any increased headcountImplemented various audit functions for new contracts obtained by Reed Screening, Show less Managing a team of screening executive conducting pre-employment screening for a major bank.Duties included - Ensuring all SLA's are met- Conducting change management-Managing a team on a day to day basis- Conducting reviews and 1-1- Acting as the voice of the customer- Ensuring the customer's goals are metSuccess including-Managing a team which obtained over 31,000 candidate references per year.-Ensuring over 8000 candidates where screened on time each year Show less

  • Compliance Executive- Projects, Risk and Safeguarding

    Nov 2018 - Sept 2019

  • Audit Team Leader

    Nov 2016 - Nov 2018

  • Screening Team Leader

    Oct 2015 - Nov 2016

  • Screening Executive

    Mar 2015 - Oct 2015
• 

  Reed.co.uk

  Sept 2019 - Mar 2022

  Part of the newly formed Customer Success Team. Working with the Head of Customer Success to create a new customer success function in Manchester. Created and implement new processes within the sales team. Acting as the main point of contact for my customers, listening to their goals, and formulating a plan in order for them to achieve their goals.• Working with the Head of Customer Success to create and implement a new customer success function in Manchester.• managing project risks, including the development of contingency plans• Adopting and applying appropriate technical and quality strategies and standards• Adopting any delegation and use of project assurance roles within the agreed reporting structure• Provided strategic leadership to the sales team regarding current trends in the recruitment industry as well as clients that need focus. Actively stopped 3 clients from churning (£30k total spend) as a result. Successes-The first person in the newly formed customer success team to convert a trial into a full client-Created and implemented our trial handover documents with the sales team and customer team Show less

  • Customer Success Manager

    Sept 2021 - Mar 2022

  • Customer Success Executive

    Sept 2019 - Mar 2022
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  Customer success network

  May 2021 - now

  Mentor
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  Preflight community

  Dec 2021 - Jan 2024

  Cohort host uk
• 

  Hackajob

  Mar 2022 - Jan 2024

  • Senior Customer Success Manager

    May 2023 - Jan 2024

  • Customer Success Manager

    Mar 2022 - May 2023
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  Reed.co.uk

  Jan 2024 - now

  Senior customer success manager (digital customer success)