Experience

• 

  Reed in partnership

  Sept 2012 - Apr 2018

  Key achievements include:•Responsibility for the successful implementation of multi-million pound contracts across the United Kingdom simultaneously•Responsible for the Service Design and Delivery Model Work-Stream for the ongoing implementation of Steps 2 Success in Northern Ireland, with a contract lifetime of up to 6 years and a value of approximately £30 million.•Responsible for the Service Design and Delivery Model Work-Stream for the for the ongoing implementation of the National Citizen Service in South West England.Activities include:•Examining current processes on existing contracts, and recommending changes to enhance our service offer to customers•Establishing a service design to meet contract requirements and customer need.•Creating training materials for new staff members on contracts being implemented•Training new members of staff, in multiple roles, on contract delivery and minimum service delivery levels•Manipulating data to be able to accurately model customer flows to feed into staffing requirements•Presenting ideas to the Board of Directors, focussing on service design and delivery•Representing Reed in Partnership at stakeholder engagement events Show less

  • Senior Innovation and Change Manager

    Aug 2017 - Apr 2018

  • Innovation and Change Manager

    Jun 2015 - Aug 2017

  • Implementation Executive

    Jun 2014 - Jun 2015

  • Adviser Manager

    Jul 2013 - Jun 2014

  • Senior Employment Adviser

    May 2013 - Jun 2013

  • Employment Adviser

    Sept 2012 - May 2013
• 

  Health management

  Apr 2018 - Oct 2019

  Implementation manager (london & south)
• 

  Reed wellbeing

  Oct 2019 - Jul 2021

  Associate director of service development
• 

  Reed in partnership

  Feb 2021 - now

  - Execute the organisational strategy through spearheading continuous improvement, social value, and sustainability.- Lead senior operational teams across a diverse contract portfolio to deliver high performance, increase profitability and improve service quality.- Manage a complex programme of improvement projects across all Divisions that typically consists of over thirty concurrent items. - Drive a culture of continuous improvement across a large and diverse organisation through a targeted strategy defined by four principles – Engage, Empower, Achieve Excellence and Evaluate.-- Contribute significantly to the development of divisional strategies and priorities and a regular presenter of the organisational annual strategy. - Transformed continuous improvement processes to increase resource efficiency, extend oversight, and drive workforce engagement in continuous improvement (e.g., Participant Voice, Mesma, & Thrive).- Designed and implemented Participant Voice to transform the customer feedback process, which has collected feedback from 83,000 participants with an overall satisfaction score of 4.7 out of 5.- Shaped and influenced several significant business improvement initiatives (e.g., Appraisd, Participant facing time, cohort performance management).- Shaped the organisational approach to social value and sustainability and have recently been appointed as sustainability lead for the organisation.- Expanded the team from 5 co-members to a headcount of seventeen with a very low attrition rate through a focus upon coaching, progression, and professional development.- Invited to present at the annual ERSA conference to share good practice with the industry. Show less

  • Associate Director of Continuous Improvement & Innovation

    Apr 2024 - now

  • Associate Director of Continuous Improvement

    Feb 2021 - Apr 2024