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Head service center
Job Type: Full-Time


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Account Operational Manager
Department for Education
February 2010 - Present Day (7 years 5 months)

CSDSD Operations Manager (Children’s Services & Consultations Strategy)

Overseeing and providing overarching strategic guidance to operational teams as part of Public Communications Unit’s core business. Responsible for the Department for Education’s Correspondence and Consultations units; ensuring operational, service efficiency and compliance in the delivery of the Children Services and Development Strategy Directorate (CSDSD) response to Treat Official and Ministerial and Secretary of State Private Office correspondence. Managing response and accuracy of briefs, ensuring all Public Consultations follow due process, and managing resource and risk. Ensuring service delivery; developing and maintaining mutually collaborative relationships with Ministerial Private Office, policy colleagues, Press Office and other stakeholders. Project Management, Quality Assurance, Business Analysis and Risk Management. Member of the Senior Management Team (SMT); managing and implementing change.

Interim Project Strategy Manager (Industrial Relations-IR)

Managed the evidence base and delivery of the Industrial Relations contingency plan, internal and external partner relationship management; Ministers’, private offices, government departments, Teachers Group, Education Standards Directorate, CYPFD, legal advisors, other Agencies, and external customers and stakeholders, to provide representation, engagement, negotiation and strategic direction.

Project Engagement Manager (Quality & Inspection)

Responsible for the Quality Assurance monitoring delivery of the Quality & Inspection unit. Managed the Quality Assurance monitoring and inspection of providers of ITT to ensure the embedding of national priorities, and compliance to regulatory frameworks. Disseminated strategy and policy lines to ITT providers. Managed stakeholder relationships and QA monitoring of providers and partnerships trialling new initiatives, those in Innovation Category and monitoring initiatives for all ITT routes. Worked across multi-projects, programmes, policies and internal and external stakeholders and partners; ensuring that the QA work was profiled across TDA directorates. Conduit in supporting performance monitoring and ensuring operational, project and programme performance efficiencies. Oversaw the Quality Specialist Consultants work and contracts, Ministerial, Senior Leadership Team and Board reporting, and conducted business analysis and managed risk and impact evaluation.


Key Achievements:

 Internal head-hunt to support the TDA to DfE Digital Engagement and Quality Delivery transitions, and acting Interim Project Strategy Manager for the DfE.

 Recognition award 2 months into the role for ‘Exceptional Performance in Difficult Circumstances’ for identifying and speedily rectifying service failings, and for implementing a Regional Network Feedback Analysis tool for capturing and analysing cross-cutting issues and disparity in provider practice; enabling proactive QIT intervention and targeted support where potential for or non-compliance is identified, and for wider policy awareness

ATM Relationship Manager (Retail Banking Operations)
Co-operative Bank
July 2008 - December 2008 (6 months)

Led the management, development and customer service of national ATMs. Implementation of marketing and product development and control strategies to increase productivity in new market sectors. Project and Fraud/AML/Attacks management and industry level engagement with LINK, Vendors, LAs, Retail Societies, Corporate, Crime and legal firms. Budget planning and management, and deployment of ATM hardware. Supplier relationship management for Retail Society clients and entire 3rd party ATM portfolio. Managed network configuration, compliance, complaints and risk management and assessment. Managed the delivery of 3rd party contracts to key obligations and liabilities. Tracked and achieved profit targets for 3rd party ATM estate. Matrix Management across the business and supply chain. Managed business development, budget, P&L, tender and bidding processes, procurement output, and compliance and data integrity. Developed and delivered strategy, and led the delivery of projects and initiatives, with stakeholder, contractor and supplier relationship management, and managed commercial risk and fraud identification and reduction.

Key Achievements:

 Created an innovative strategy for identifying risk and reducing ATM attacks, through national ATM location trends and patterns, thereby creating the ability to proactively mitigate against risk, loss and cost and which led to the generation of additional income

 Contributed to the successful start-up of the bank’s separate Attack, Anti-Skimming, and Rebranding projects

 Contributed to ensuring the successfully implementation of TCF (Treating Customers Fairly) for Commercial Operations/Payments (Retail Banking)

Lead Operations Manager (HSBC Outsource) & Account Operations Manager (Major Corporate /Global M
HSBC Vehicle Finance (Lex/HBOS)
October 2006 - March 2008 (1 year 6 months)

Oversaw the overall B2B/B2C commercial service, sales and operational service delivery functions, and relationship management across HSBC, Lex, HBOS, Business Partners, and Corporate stakeholders. Achieving planned output volumes and retaining profit targets. Responsible for key service functions, capacity and workflow, continuous improvement, productivity management, and field sales and central support services. Managed budgets, stakeholder relationships, and led and participated in multi-projects and project implementation, ensured adherence to internal controls across functions and compliance of third party logistics providers. Roles involved managing attrition and driving performance, reviewing resource, processes and systems, sourcing and analysing management information, attrition, cost, profit and loss management, and contributing to the development of business strategy and operational plans and execution. Monitored data integrity, the order to delivery processes, call-handling, and risk, compliance and complaints management.

Key Achievements:

 Achieved ‘Added Value’ Award for creating Internal Team Customer Satisfaction Surveys and Best Practice tools to proactively identify needs and rectify potential issues. Awarded ‘Manager of the Year’ 2007, ‘Very Inspirational Person’ and ‘Outstanding Customer Service’ for performance turnaround, team support and development, and driving results

 Promoted to manage HSBC Outsource for successfully turning around complex service issues 4 months into the role, and identifying and rectifying high level migration risks and data issues, and wider operational failures

 Designated HSBC representative at the Board’s Complaints Resolution Panel meetings and was the HSBC recruitment manager

Financial Services Centre Manager
Marks & Spencer Financial Services
November 2003 - February 2006 (2 years 3 months)

Oversaw financial product sales and service operations, and led staff to meet Service Level Agreements and sales targets in B2C function. Ensuring operational excellence & process improvement, adherence to SLA’s and KPI’s, and driving New Business. Product and budget management with forecasting, scorecards, profitability analysis and MI reporting. Monitoring performance, and recommending improved ways to enhance service provision and processes. Building and maintaining internal and external relationships and ensuring compliance to service level standards. Monitored quality functions, cash management, data integrity, processes, and contributed to business strategy, planning and Change Management. Developed new business initiatives and analysed business trends. Overarching responsibility for Data Protection, Anti Money Laundering, Fraud Management, Data Protection, Attrition, Complaints and Compliance Management.

Key Achievements:

 Successfully turned around performance of the Centre after 4 months of commencing the role, for which my teams and I received awards through the course of the year.

 Developed a training programme incorporating Ways of Working processes, change implementation and incremental achievements to reclaim and rectify shortfall whilst improving service delivery. Subsequently implemented nationally by the organisation.

 Developed utilisation of Lifestyle Questionnaires to fully access customer needs.

 Turned around total centre productivity and target achievement from 36% target achievement prior to my employment, to 109% on Insurance, Loan, PPI, Cards and Savings products.

 Green on compliance and complaints, and top centre for ‘Combined Performance’.

 Centre awarded ‘Centre of Excellence’.