Derek B.

Experience

• 

  Manpower UK ltd

  Feb 2002 - Jan 2007

  Undertaking the management of key client’s projects.Overseeing the Recruitment & HR activities of contract staffWorking with clients with regards to solutions within their business and integrating processes to meet client current activities / needs with contract requirements.Managing change with client's own management team and supporting development of the contract within both an operational and financial perspective.Manage budgets to produce billing and invoicing, developing query tools and procedures allowing efficient closure of issues and maintaining client confidenceManage payroll and undertaking relevant solutions to produce auditable processes to pay staff correctly and intergrate with client billing function Show less

  • Contract Manager

    Jan 2003 - Jan 2007

  • Regional Manager

    Feb 2002 - Nov 2006
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  BDR Consulting Ltd

  Sept 2002 - Sept 2003

  Client Services Manager

  SalesClient ServicesConsultative ServicesManagement informationIT Helpdesk ManagerResource ManagementBusiness Growth

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  Teleperformance Northern Ireland

  Jan 2007 - Jan 2008

  Operations Manager

  Client ServicesResource / Staff ManagementManagement InformationPerformance ManagementService DeliveryTraining & DevelopmentQuality Coaching

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  Caper Managment Services

  Mar 2010 - Jun 2016

  Owner / Managing Consultant

  www.capermanagement.comSupporting organic growth for businesses providing solutions by reviewing and developing key areas working with clients installing foundations to allow their business to evolve whilst creating a motivated workforce with clarity of communication and direction.Currently providing support for SME's in the areas of....Risk Management / auditComplianceGovernance System de-clutter / planningCredit Control strategy / supportProcess planningStaff LiaisonTraining strategy IT and Social Media StrategyProvide a support role to decision makers in terms of additional resource for completion of projects / tasks; provide advice and act as an objective point of reference for owners, senior managers and / or decision makers to devise plans of action and how to implement themReviewing & Re-engineering procedures supporting the change management requirements to introduce new methods of working that compliment the current activities and aid efficiencies.De-clutter operations and support the forward growth of a business removing the fear of change and decision makingSupport staff development and recruitment strategy ensuring the business has the right skills for the right tasks. Provide a positive and motivated environment for the resources. Undertake a hands on approach to strategic tasks to enable development and improvement of key business areas. Review current policies and procedures in line with Risk Management strategies and industry compliance Where relevant to introduce key experts in specific fields to ensure the right solutions are provided to meet goals. Show less

• 

  The Cornish Pasty Trading Co'

  Jul 2011 - Feb 2012

  Previously Owner

  business venture with great facilities for sitting in - great food / fantastic coffee. Providing a unique food offering for NI genuine hot Cornish Pasties hand made in Cornwall and fresh baked in Belfast

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  Caper Management Services

  Apr 2012 - Jul 2016

  Owner / Senior Consultant

  Role Overview:• Strategic business support – working strategically with businesses to plan and implement growth solutions• Recruitment – support sourcing and identifying candidates• Performance management – helping companies manage performance issues or implement programs• CRM Support - Identify key account opportunities and support sales growth / development• Risk review – identify business critical risk , provide structured analysis and implement solutions• Management Information – review business performance, develop analysis to support business planning / growth• Policy / Process engineering – review current documentation and support up to date development• Interim operations management – provide management services to support interim projects Achievements:• Created risk register for £65,000,000 credit union• Implemented compliance management solutions for credit union across functions• Secured funding of £20,000 investment for business growth• Restructured stock management @ £50,0000 value• Established £200,000 sales contract• Streamlined credit control process reducing debt by 23%• Integrated procedures to ensure accurate CRM data Show less

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  Teleperformance

  Jul 2012 - Jul 2013

  Operations Manager

  Role Overview:• Manage operation for blue chip client - orders, service and complaints.• Managed resource = 250 heads across 7 days / shifts 8:00 – 23:00 daily• Lead team of 10 team managers• Working with internal functions to address client demands• Budgetary responsibility • Quality KPI’s & KRA’s management• Manage revenue generation through operational efficiencies • Escalation point for complaints and corrective actionsAchievements: Improved call quality standards 15% in year 1 Increased revenue by 8% through cost reduction and resource development Reduced attrition by 23% at entry stage Reduced resource planning program to from 28 to 14-day model Reduced shift programs by 35% to simplify and improve effective weekly resource planning Show less

• 

  Ballynahinch Credit Union Ltd

  Feb 2013 - now

  (Volunteer) Vice Chairman - Board of Directors

  Role Overview:• Deputy chairman of the board - £14,000000 assets• Director staff liaison committee / Director for risk and compliance• Meet monthly consider strategic issues• Ensure credit union is compliant with PRA / FCA regulations• Representative for Northern Ireland regional chapter • Support the operation as necessary • Input to business plan developmentAchievements:• Created risk register for Ballynahinch Credit Union Ltd x10 key business areas• Created / updated & implemented 35 policies across 6 months for compliance to credit union act (1985)• Developed strategic action plan for credit union to put into effect key solutions.• Undertook staff training (x6 ) for excel functionality in relation to managing and analysing information• Presentation “practical approach to risk” to x35 credit unions November 2018• Created a social media strategy & trained to operation staff to implement Show less

• 

  Total People Solutions (NI) Ltd

  Jul 2013 - Jun 2015

  Owner & Director

  Total People Solutions (NI) Ltd provides a range of services affecting the most important facet of any business established to provide people solutions to ensure Stability, Longevity, Motivation, Development & Growth.I'm an accomplished consultant with thirty years experienced of managing and developing people. I have been lucky to work with a number of different businesses delivering services for customers and clients a like I addition to my own skills and experience, I work with a number of associates which allows the provision of a complete range of commerce solutions; only being utlised as & when required. Each solution can be negotiated and implemented separately This provides the client with full control within the contract controlling the the individual functions as necessary. Show less

• 

  Alliance Healthcare

  Jul 2016 - Jun 2018

  Customer Service Manager

  Role Overview:• Part of Northern Ireland senior management team – service center turnover £16 million• Responsible for customer engagement across all verticals (B to B) – circa x600 customers• Represented customers to operations to ensure quality service delivery• Manage & develop team; creating personal development plans as necessary• Point of contact for B2B customers - ensure quality service & support sales growth opportunities• Meet service level agreements / metrics• Finance / budget management• Quality & compliance monitoring • Business information reporting• Stakeholder managementAchievements:• Recruited team x8 from start up• Completed my own training at speed to enable service delivery within 2 weeks• Met quality metrics month on month across 2 years• Created on-boarding process for key account chain = x88 stores across Northern Ireland & Scotland • Direct support to commercials team in terms of closing sales• Implemented contingency solutions for specific drug availability issues in Northern Ireland• Addressed key customer relationships to recover from significant errors• Resolved major stock concerns for hospitals across the province• Remotely resolved major health concern to address supply issue for drugs value £500,000 Show less

• 

  Caper Management Services

  May 2018 - Jun 2019

  Owner / Consultant (Self Employed)

  Role Overview:• Strategic business support – working strategically to plan & implement growth solutions• Recruitment – support sourcing and identifying candidates• Performance management – supporting management of performance issues & programs• Management Mentoring – support small business owners within their day to day role• Risk review – identify business critical risk , provide structured analysis and implement solutions• Management Information – review business performance, develop analysis to support business planning / growth• Policy / Process engineering – review current documentation and support up to date development• Interim operations management – provide management services to support interim projects Achievements:• Created risk register for £65,000,000 credit union• Implemented compliance management solutions for credit union across functions• Secured funding of £20,000 investment for business growth• Restructured stock management @ £50,0000 value• Established £200,000 sales contract• Streamlined credit control process reducing debt by 23%• Integrated procedures to ensure accurate CRM data Show less

• 

  Glimmermann Products

  Jun 2018 - Apr 2019

  Business Development Associate (part of Caper Management Services)

  Supporting the growth of the business across all verticals around the UK. Developing solutions to aid the logistical activities to deliver the best customer service. Customer contact support and key account development. to increase sales and develop business opportunities

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  G4S Secure Solutions

  May 2019 - now

  Responsibility for contract services including client services, contract solutions finance, logistics, man guarding, resource management, hr, planning and process implementation.

  • Operations Contract Manager

    Oct 2021 - now

  • Operations Manager

    May 2019 - Oct 2021
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  G4S

  Aug 2023 - now

  Project Manager

  As part of the ongoing growth in NI I am undertaking a fantastic secondment opportunity with G4S Secure Solutions. Supporting a variety of areas to support business growth developing solutions and supporting current operations with the evolution of ongoing commercial concepts