Nigel Patrick-Walker

Experience

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  John McAlle Landscapes

  Jul 1991 - Sept 1994

  Landscape Gardener

  This role gave me the opportunity to work within my true passion, as I was employed as a commercial landscape gardener, primarily to cover the Merry Hill Shopping Centre and Waterfront Business Park in the West Midlands. As part of this role, I would also tend to the needs of the owner’s (Richardson Brothers) private homes and other contracts that they held. My main tasks included, but were not limited to:• Mowing and strimming, using petrol-powered and electric tools, including a “sit-on” mower• Lopping, pruning and edging of lawns, trees and shrubs• Planting of trees, shrubs, bulbs and bedding plants• Laying turf and new lawns• Weeding and ongoing general maintenance of gardens and grounds• Installation and maintenance of fences, ornaments, paving etc.• Read and interpret architect blueprint designs and bring them to life through planning and planting etc.• Use of forklift truck to load and unload deliveries• Use of a variety of plant vehicles (i.e. dumper truck, bobcat and tractor) primarily when moving and spreading bark/mulch across bedding areasWhilst undertaking this role, I also regularly offered my services in private arrangements to friends and family. Show less

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  The AA

  Jul 1996 - Feb 2009

  Performance Manager & Operations/Call Centre Manager

  Performance Manager:Responsible for increasing performance and sustaining growth within a centralised Contact Centre. Chosen to manage and motivate over 500 staff. Take the lead in generating innovative solutions and evaluating processes to identify key areas upon which to increase standards. Directly responsible for the support and development of 11 managers within the AA’s National Call Centre. Analysis and production of key business targets and be the driving force for best practice, change management and business developments• Continually exceed targets on a monthly and annual basis• Built solid relationships with customers resulting in maintained business performance• In depth knowledge of logistical planning and strategic business development• Regularly completes on time monthly 1-to-1 performance discussions and bi-annual development appraisals• Co-ordinate strategic resource planning, for the Operations and Contact Centre and Patrols at roadside• Responsibility for roadside performance, ensuring targets are exceeded to maintain AA’s position as market leader• Successfully develop plans to achieve financial budget controlOperations and Call Centre Manager: Responsible for cost effective deployment systems and processes ensuring all key business targets are set and achieved, accountable for the performance and development of 12 managers, actively responsible recruitment and retention and championing best practice across Roadside Operations Show less

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  Vertex Data Science

  Feb 2009 - May 2009

  OutPerform Delivery Manager

  OutPerform Delivery Manager:Planning and Forecasting Manager for a large outsourcing company. The client is a large, public sector Council. My main responsibilities are:o Liaison point for Operations Teamo Offer recommendations for future recruitment needso Ensure adequate staffing levels are in place to achieve service targetso Review of planning models and remedy any resourcing shortfallso Project management and implementation

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  NHS West Midlands

  Jul 2009 - Mar 2010

  A member of a multi-disciplinary team at the Strategic Health Authority in the Strategic Operations Centre for the current H1N1 pandemic. I provide Operational & Logistical support for the strategic response for the West Midlands. Examples of the wide role that I undertake are: o Successful management of various projects surrounding strategic planning for the national swine flu pandemico Facilitate the implementation of national policy through regular communication (electronic, telephone, dedicated workshops and conferences) with all NHS trusts in the region: Acute, Ambulance, PCTs and Mental Health Trustso Facilitate and initiate two way communication between Trusts and the senior team to ensure that patient needs are considered and fed back into the Department of Health (DH) to ensure patient-centred care is consideredo Practical examples of my Project Management skills through the organisation of four Local Health Resilience Fora “stress tests” and the DH regional exercise (Peak Practice)o Successful management of several key projects running concurrently and ensuring delivery of each duty to the highest standardo Supporting the development and switching on of new services e.g. Stock Management System (SMS)and the vaccination ordering and management system (ImmForm)o Cross-functional role knowledge within the department to ensure resilience of the Strategic Operations Centreo Capacity planning for hospitals and critical care unitso Regular briefings with Senior Management and members of the team so that I fully understand the interpretations and implications prior to onward communication with trustso Critical analysis of reports from various channels (e.g. Stock Management, Critical Care Capacity), challenging the data where necessary and ensuring timely dissemination to all interested partieso Creation of new Excel workbooks to meet tailored solutionso Creation of standard operating procedureso General office management Show less Operations Manager:Contact Centre Management for the NHS swine flu response centre, whilst in the "containment" phase of the virus. Duties here involved:* Day to day running of operations centre* Call volume and trend analysis, making recommendations for service improvements* Ensuring adequate resources are in place to meet call demand* Liaising with health professionals to maintain correct advice to medical officers and the general publicProject Manager:Working for the West Midlands Strategic Health Authority (WMSHA), I manage various projects surrounding strategic planning for the national swine flu pandemic. This involves duties such as:* Capacity planning for hospitals and critical care units* Trend analysis* Creation of new Excel workbooks to meet tailored solutions* Creation of standard operating procedures* General office management Show less

  • Project Manager

    Jul 2009 - Mar 2010

  • Operations and Project Manager

    Jul 2009 - Mar 2010
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  West Midlands Ambulance Service NHS Trust

  Mar 2010 - Feb 2011

  Divisional Manager

  Part of the Senior Management team within the Commercial Services Directorate. I am required to exercise overall management of all aspects of Non Emergency Transport Services within a defined division, currently Birmingham and Worcestershire. Therefore I am responsible for the provision and retention of high quality, efficient and cost effective transport services. My main responsibilities are:•Engage in regular communication with Contract Commissioners, ensuring all contractual targets and obligations are achieved•Prepare, analyse and disseminate key stakeholder reports – both internally and externally•Monitor and develop staffing rotas, ensuring resource levels are adequate to meet activity demands•Undertake a line management function for middle management team including, but not exclusively:performance appraisalrecruitment and selectiondisciplinary, grievance and welfareestate managementteam building sickness managementfleet issues and availabilityMonitor contract levels and liaise with purchasers to ensure the continual provision of a quality Non Emergency Transport Service•Take devolved responsibility for the achievement of Non Emergency Transport Services national and local quality standards•Ensure all areas of responsibility are achieved within budget, undertaking appropriate monitoring meetings with Finance managers to achieve this•Assist in the development and oversee the introduction of new Non Emergency Transport Service policies, procedures and practices, ensuring good management practice is followed in all occasions•Undertake and/or participate in ad-hoc projects, investigations, disciplinary hearings, grievance hearings, etc.; following up letters of appreciation, producing reports and ensuring appropriate actions are taken•Prepare, attend and undertake follow up actions and onward briefings for a range of internal and external meetings, representing the Trust as appropriate Show less

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  Capita

  May 2011 - Apr 2013

  Operations Manager

  As part of the Management team within the Health and Wellbeing Division, I am responsible for all operational aspects of delivering quality occupational health, medico-legal and rehabilitation services to a variety of high profile National customers. My main duties include:• Direct management of a team of three Team Leaders, with site accountability for c250 Administrators• Performance management of staff, including absence reviews and disciplinary matters • Customer and client liaison, dealing with varied enquiries and complaints within tight timescales• Ensure key performance measures are regularly achieved to meet contract and company targets, including financial drivers• Implementation of new business processes and procedures to adapt to changing customer requirements• Resource capacity planning to ensure staffing and medical expert levels are adequate to meet customer demand• Regular review of business processes to maintain legal compliance of the Data Protection Act Show less

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  Sitel

  Apr 2013 - Apr 2014

  Operations Manager

  This is a Senior Management role with a leading provider of Business Process Outsourcing (BPO) solutions in the UK. I am accountable for two large campaigns, with current forecasted annual revenue of circa £3.8m. During my first year I grew these campaigns in size through increased resource levels from 35 FTE to 170 FTE and in value from £1,117,000 per annum to £3,714,000 per annum (forecast).My prime responsibilities in this role include:• End to end management of each campaign, inclusive of Client relationship and profit & loss of each account• Design and maintenance of documented operational procedures, in line with company Global Operating Systems (GOS)• Direct line accountability for up to 10 Team Managers across both campaigns, with manager to staff ratios of typically 1:15• Successful leadership of teams to meet and exceed business objectives (client and corporate service, quality and contribution goals, as well as financial, metric and employee satisfaction goals), ensuring the consistent achievement of all financial and operational KPI’s across the site• Implemented process for tracking of Client satisfaction and complaints in terms of response and resolution• Ensure forecasts and work schedules are accurately completed using relevant Client information and scheduling tools (Blue Pumpkin/Impact360 WfM)• Conduct meetings with Team Managers as needed, inclusive of monthly one-to-one performance reviews, appraisals and pay reviews. Ensure GOS metrics are consistently achieved and appropriate actions taken to address any shortfall• Conduct thorough investigations and chairing disciplinary and grievance hearings Show less

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  First Personnel

  May 2014 - Nov 2014

  Branch Manager

  Working for a National recruitment company, I am fully accountable for the performance and staff of our busy Redditch Branch. My main responsibilities and achievements include:• Growth through direct sales and up-selling to existing Clients• Increased sales margin of Branch from c.£1000 per week to c.£6,500 per week since joining • Client and contract liaison and negotiations• Delivery of excellent Customer Service through open communications• Established clear process and procedures within Branch to ensure compliance standards are maintained• Creation, preparation, analysis and dissemination of management and client reports• Performance management of Branch staff• Recruitment of temporary and internal workforce Show less

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  Cordant Occupational Health

  Sept 2015 - Jun 2016

  Service Delivery Manager

  Cordant Occupational Health helps organisations improve health and wellbeing in their workplace through careful assessment and specialist training. We have the resources to meet the needs of single local assessments or full-scale medical solutions. Our objective is to design and deliver the most bespoke occupational health solutions for your business. We understand our clients and what they will need to fulfil their occupational health and wellbeing goals.Website: http://www.cordantoh.comMy Main responsibilities are: * Management of a National provider of a full range of Occupational Health services* Client relations and business growth* Staff management, leadership and development* Analysis and reporting of statistical information to Clients and internal stake holders Show less

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  Landscape Gardening and Maintenance Services

  Jun 2016 - now

  Owner