Niall L.

Experience

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  J D Wetherspoon

  Jan 2001 - Mar 2005

  Bar Manager

  ● Having graduated from the management training programme, I led a variety of pub businesses over a period of 4 years● Through my success was identified as a troubleshooter, sent in to effect the turnaround of underperforming branches

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  Halifax

  Mar 2005 - Nov 2008

  Customer Service Team Lead

  ● Led customer service teams, both in telephony and Live Chat, in a regulated environment● Responsible for coaching and mentoring of staff, achievement of key performance indicators, including cross sales, and regulatory compliance at all times

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  Pearson

  Nov 2008 - May 2023

  ● Managing a range of projects from incremental change to large technology development and implementation● Providing clear reporting to stakeholders at various levels of the business, from customer service teams to Senior Vice President level● Building the relationships essential to successful delivery of time-critical projects, understanding that most people involved also have ‘day jobs’ to deliver● Chairing regular meetings, including weekly checkpoints, project boards, and training ● Ensuring that all change is understood by all stakeholders, that objections are understood and mitigated, and appropriate training is delivered in good time● Routinely working with geographically dispersed teams, including teams in India, Australia, Latin America and Europe, as well as the UK● Adapting style and approach to suit the cultural approaches of teams in different parts of the world, understanding that what works in one region may not in another● Supporting the development of business cases for projects assigned to me● Creating appropriate, relevant and proportionate project documentation, to suit the scale and format of a given project● Effectively managing risks and issues identified on my projects● Supporting the tracking of business benefits post implementation, including benchmarking and checkpoint comparison Show less Leading a department of 13 permanent and up to 120 temporary seasonal staff in the optimal delivery of over 12 million examination results to learners in line with regulatory requirements and to exacting schedulesMigrating business critical processes into the department to realise operational and cost efficiencies whilst maintaining or improving service deliveryDeveloping, implementing and using management information and key performance indicators to provide visibility of processes, enabling the business, my department and me to make informed, fact based decisionsThrough a team of managers and team leaders, simultaneously deliver multiple customer contact processes, both inbound and outbound, utilising various media including telephony, email and Live Chat, including provision of technical support, management of circa 12,000 examiners and interaction with examination centres worldwideSetting, communicating and embedding both departmental and individual goals and objectives in line with wider business goalsCoaching and fostering growth in our people, which in turn supports the development of the department and supports the wider businessDelivering regular one to one meetings, utilising individual development plans, and where required performance improvement plans to support individuals effectivelyIncident management during peak periods, including being on call at evenings and weekends as required for both my department and the wider businessCoordinating and compiling responses to director level complaints, ensuring that lessons are learnt and process changes are implemented where identifiedManagement of a third party supplier of contact centre services at peak processing times, including contract negotiation, training and incident managementFacilitating of regular business wide communication to support the successful delivery of examination results, including chairing of meetings across sites Show less

  • Project Manager

    Jan 2017 - May 2023

  • Department Manager

    Mar 2012 - Jan 2017

  • Process Improvement Manager

    Mar 2011 - Mar 2012

  • Data Processing Manager

    Nov 2008 - Mar 2011
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  Cambridge University Press & Assessment

  May 2023 - now

  Business Change Leader