Ian Fitzgerald

Experience

• 

  HM Passport Office

  Apr 1979 - Oct 1998

  Head Of Department Line Manager

  Various Management roles in Operational Delivery and Finance and Procurement:1997/98 Interim Head of Department, Passport Agency Procurement Department, HQ London. 1993/94 6 month overseas posting to Hong Kong Immigration Department as part of Home Office Nationality Team (HONT) pre-handover to China.

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  Siemens Business Services

  Nov 1998 - Oct 2003

  Operations Team Leader

  Team Leader Business Processing Operation; 30k passport applications per week for UK Passport Agency. AchievementsDelivered consistently against commercial workflow and quality targets of 48hrs and 99% respectively. Implemented User Acceptance Testing process for UK Passport account Siemens HQ Bracknell in 2003. CI Practitioner and Account representative on Siemens Business Services EFQM Panel.

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  HM Passport Office

  Oct 2003 - Oct 2014

  Head of Unit of 66 staff, Wales & SW England Customer Service Centre circa 1800 personal callers per week. Lead of Management Team responsible for delivery of a high quality and secure customer service in line with published tiered application levels and internal business standards and values. Key Stakeholder role in collaboration with HMPO National Project Team on the move of Newport Office to new premises in 2013; engaged in operational impact analysis mitigating and reducing risk to Customer Service with the Project Team prior to completion of Office move. AchievementsRe-built staff confidence and capability following major re-structure and staffing reductions. Successful staggered move of premises across 3 days with fully functional service provision after 5 days (2 days inside schedule). Formally recognized by Customer Services Director. Show less Responsible for delivery of application process 750K passport applications per annum with Management Team and staff of 170 across day and evening work patterns. Part of Newport Senior Team of 5 working to Area Manager.Delivery against Customer Service targets on turnaround volume and quality standards. Involved performance management, resource management, data analysis and year on year Business Planning and forecasting. AchievementsConsistently met and exceeded national 10 day turnaround targets for application processing. 6 months Temporary Area Operations Manager for Newport and Wales & South West Area circa 300 staff. Seconded 2009 for 12 months to HQ Application and Enrolment Team Project as Transition Lead for change of supplier of outsourced Business Processing Operation. Achieved objective of seamless transition; liaison & collaboration with all HMPO key stakeholders and external Supplier representatives was a major feature with formal recognition from the latter.5 day fact finding visit to Brasilia in 2008 -part of a delegation of 2 sent to review Brazil Passport and Authentication process commissioned by UK Border Agency and Foreign & Commonwealth Office as part of UK Visa Waiver Scheme. Liaised with senior Brazil Government Officials and British Embassy 1st Secretary prior to providing written report as co-author on findings. Show less

  • Customer Service Manager

    May 2012 - Oct 2014

  • Regional Production Manager

    Oct 2003 - May 2012
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  HM Passport Office

  Apr 2015 - Oct 2018

  Project ManagerStrategy & Change Directorate 2017-2018Head of a Project Team of 5 responsible for repatriation of specific overseas customer services into UK operations. Working in partnership with new Senior Project Manager Contractor providing Service Delivery advice and insight on complex subject matter. Lead on Key Stakeholder Engagement within the Business and with external suppliers. Responsible for weekly progress reports to Portfolio Director and Project Plan updates. AchievementsStructured Project Plan fully compliant with governance requirements. Engendered collaborative approach within Stakeholder Group with effective framework to resolve key risks and issues with mutually agreed next steps.Strong Team culture, knowledge and skills transfer with individuals realising development goals. Project close and delivery to the Business to time and specification. Show less Head of Team of 20 responsible for Operations Business Planning, Staff development and Change/ Engagement; Newport Hub Office (175 staff), Customer Service Offices Reading and Plymouth (15 staff). Member of Wales & South West England Senior Management Team promoting Staff Engagement and implementing Operational Excellence & Continuous Improvement initiatives aligned with Organisation Transformation Program. Equality Diversity Action Group Lead, Managing Attendance and Operational Delivery Profession coordinator.Achievements Successfully introduced a fully functional business planning and workflow management structure in 2015 to inform Area Management and wider Organisation on operational performance. Interim Head Of Operations 6 months Oct 2014 -March 2015. A lead role in re-instatement of operational services Newport.Raised profile of Diversity and Inclusion within day to day business activity.22 members of staff qualified in new ODP profession levels 2-5; highest in Organisation. Show less

  • Project Manager

    Jan 2017 - Oct 2018

  • Operational Support Services Manager

    Apr 2015 - Jan 2017
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  Link Financial Outsourcing

  Oct 2019 - Aug 2020

  Project Manager

  Project Manager and member of the Change Team. Working on Project Management, Business and 3rd Party Engagement and delivery of small projects/business change. Responsible for consolidating and documenting project scope, schedule and requirements and establishing and maintaining governance arrangements for project delivery. Working collaboratively with stakeholders and utilising their knowledge, influence and experience within the Business.