Alison Oakes
Evesham,Worcs
Summary
Accomplished professional with expertise in relationship building and leadership excellence. Demonstrates proficiency in decision-making, organisation, and project management. Skilled in CRM systems such as Hornbill and payroll system iTrent. Passionate in ensuring staff wellbeing and success.
Overview
41
41
years of professional experience
Work History
Payroll Manager
Warwickshire County Council
Warwick, Warwickshire
02.2018 - 02.2025
- Managed team of 13 to provide payroll for 40K employees both internal and external and to ensure paid timely and accurately each month
- Maintained teams knowledge of legislation changes, ensuring company's continuous compliance.
- Account Managed external customers relationships ensuring all needs and changes met
- Streamlined payroll processes by implementing efficient software solutions.
- Guaranteed confidentiality in handling sensitive personal information, building trust amongst staff members.
- Liaised regularly with HR department for seamless integration of new hires and terminations into payroll system.
- Managed internal and external customer complaints enhancing employee satisfaction levels.
- Oversaw payroll team, fostering a collaborative and efficient working environment.
- Prepared monthly reports for senior management highlighting any significant variances or issues relating to the payroll budget.
- Supported team to update pay scales/incremenents annually in line with government and customers changes.
- Conducted regular audits for assurance of payroll accuracy and integrity.
- Winners of PPMA Excellence Service Delivery Award 2022
Escalations Manager
PIP Capita
Birmingham, West Midlands
11.2017 - 01.2018
- Managed mixed team of health professionals and clerical staff
- Delivered SLA/KPI targets to DWP standards
- Supervised completion of reports and queries for claimants
- Monitored quality and quantity of workflow for team
Client Support Manager
eTech
Solihull, West Midlands
09.2015 - 08.2017
- Rebrand team to improve performance and morale
- Improve KPIs and customer service results
- Attend and participate in monthly board meetings
- Inclusion in projects with introduction of new customers and products
- Compiling information for audits and ensuring team follow data protection and other legal requirements
- Successfully managed new apprentice through to full time employment
- Number of colleagues progressed to new roles within business
- Succeeded in amending working hours for team with less resource through productivity increase
- Received independent surveys from customer with great feedback on team
Call Centre Manager
Cooperative Energy
01.2013 - 09.2015
- Fast growing Energy Company
- Manage team of 80 Customer Service Advisers and 10 direct line reports to service customer base via calls/ emails
- Develop Managers to progress through day to day duties but also enabling them to become responsible for individual projects
- Day to day ownership of recruitment/HR issues and quality issues within team and support colleagues with same issues
- Resource plan for growth from 50k customers to currently 250k
- Initiated lean journey in centre as customer numbers grow and KPI's etc
- Deputise for Head of Customer Experience
- Contact point for Executive Complaints when required
- Manager of year Cooperative Energy - 2013
- Top Colleague engagement scores for 2013 and 2014
- Part of award winning team for Customer Service and Energy Environment Awards 2014
Customer Service Manager
RBS
Leicester
01.2011 - 12.2012
- Manage team of 70 sellers and 7 team leaders to exceed business objectives and KPIs across all areas, leading to increasing income targets and becoming top sales centre for 2011
- Lead and develop both succession planning and talent within Centre - supporting 2 team leaders to achieve progression through Future Leaders programs
- Performance Management of underperforming staff to improve their sales achievements
- Responsibility for risk and control to ensure Customer and Regulatory standards met
- Referral point for human resource issues including sickness, retention ensuring 2011 measures exceeded
- Supported lean journey within team, learning and implementing skills to improve and challenge existing processes
- Maintain relationships with key business stakeholders and colleagues in supporting departments to improve customer experience
- Encouraged service standards within in centre to achieve required customer feedback by call listening and coaching
- Achieved quarterly incentivised bonus throughout time in role
- Top Telephony Sales site for Sales for 2011
- Nominated for Continuous Improvement award for implementation of lean within centre
- Lead assessor for banks management program to support staff to first management role
National Controls and Resource Manager - Financial Planning
Natwest
Manchester/Solihill
01.2007 - 01.2011
- Manage and achieve the National resource plan for active Financial planning managers
- Create and maintain outside relationships with employment agencies
- Participate and sign off exceptions, queries and declines during recruitment process to ensure FCA requirements acquired
- Reduce attrition across the network by developing and implementing new initiatives such as feedback sessions and questionnaires to improve manager's knowledge regarding their staff
- Assist sales managers with performance management to ensure all sellers given equal opportunity and support to succeed
- Point of contact for sales force regarding human resource issues
- Also involved in creating talent forum for the channel
- Monitor absence for channel by counselling regional and area managers to ensure group policy enforced and complied with
- Support process for trainees to achieve competent status within FSA guidelines
- Nominated for achievers award 2007 and Values award in 2010 for recruitment and resource achievements
- Directors thanks for assisting re writing process to attract internal recruits into process
- Director and Board Thanks for recruiting 80 staff from opportunity presented form Competitor
Mortgage Operational Risk Manager
Natwest
01.2006 - 01.2007
- Monitoring mortgage salesforce to adherence of training and competence scheme -ensuring standards met by all managers
- Member of national board presenting updates monthly basis to senior directors
- Line manager for 10 staff running file quality unit
- Compiled business continuity plan for channel
- Communicated changes to processes and scripting to area managers via interactive presentation sessions
- Participated in projects that required risk point of view to ensure processes adhered to and customers protected
Private Banking Relationship Manager
Natwest
01.2005 - 01.2006
- Delivering sales and service solutions for high net worth customers
- Achieving and exceeding individual income and service measures
- Developing an interdependent relationship with retail staff to increase client portfolio and business with coaching and teamwork in branches
- Achieved income target of 112% during role by building strong relationship with customers and encouraging referral and revisit business
Trainer and Clerical branch roles
01.1984 - 01.2005
Education
O' Levels - Maths, English Language, Geography, Biology, Human Biology , Art
Hitchin Girls School
Skills
- Relationship building customers and employees
- Payroll audits capability
- Leadership excellence
- Decision-Making proficiency
- Excellent organisation
- Project Management
- CRM - Hornbill/Payroll System knowledge - iTrent
- New starter management - payroll and recruitment
Timeline
Payroll Manager
Warwickshire County Council
02.2018 - 02.2025
Escalations Manager
PIP Capita
11.2017 - 01.2018
Client Support Manager
eTech
09.2015 - 08.2017
Call Centre Manager
Cooperative Energy
01.2013 - 09.2015
Customer Service Manager
RBS
01.2011 - 12.2012
National Controls and Resource Manager - Financial Planning
Natwest
01.2007 - 01.2011
Mortgage Operational Risk Manager
Natwest
01.2006 - 01.2007
Private Banking Relationship Manager
Natwest
01.2005 - 01.2006
Trainer and Clerical branch roles
01.1984 - 01.2005
O' Levels - Maths, English Language, Geography, Biology, Human Biology , Art
Hitchin Girls School
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