Cayte Rorison

First Psychology is Scotland's largest privately owned chain of therapy practices, with 13 therapy centres and over 130 practitioners. Services include counselling, CBT, medico-legal referrals, and B2B EAP services.

• Overall operational leadership for a growing private mental health organisation with 13 centres across Scotland.
• Responsible for setting the company's operational goals and the strategic vision for the overall business operations.
• Responsible for the development of the client service strategy - ensuring an accessible and quality experience for all clients.
• Full accountability for operational governance, including health & safety and GDPR.
• Overseeing workforce operations for a multidisciplinary team of administrative staff, facilities managers, practice managers and business development colleagues.
• Implemented and embedded new diary, invoicing and operational systems, improving efficiency, reporting accuracy and client experience. This system reduced headcount by five over two years.
• Using business analysis tools to identifying process improvements and implement solutions to enhance productivity.
• Budgeting, forecasting, and cost control.
• Management and allocation of operational resources, including staffing, venues and some marketing.
• Succession planning within the business function - developing tools to measure colleague satisfaction and identity talent within the workforce.
• Stakeholder management - working closely with clinical colleagues (psychologists, consultants, academics) to ensure that our ways of working are aligned.
• Interacting regularly with various external stakeholders including clients, suppliers and contractors.
• Negotiating contracts with suppliers for cost savings without compromising quality.
• Streamlining business processes with innovative thinking, leading to enhanced performance.
• Managing risk effectively, ensuring business continuity during challenging periods.
• Providing inspirational, empathetic, and boundaried leadership at all times.
• Overseeing inventory control measures, reducing waste and increasing profitability of our centres.

Achievements include:

• Development and implementation of a bespoke software application created to integrate client bookings and invoicing - identifying the need for the system and managing the project, resulting in significant savings in staff costings and administration errors. This system reduced headcount by five.
• Development of a Mentorship Programme for junior colleagues - improving staff retention and fostering a deeper sense of community between senior and junior colleagues.
• Development of client consultation process to premiumise our offer, leading to an 5% increase in conversion.
• Introduction of KPIs into my department - bringing transparency, focus and motivation to the workplace.
• Fostering a proactive mindset, changing a 15-year culture of reactivity, and in doing so improving staff retention by empowering my workforce.
• Leading an overall of all internal communication tools - streamlining ways of working to encourage efficient communication across the wider business.
• Average reduction cost savings of £3,000 per centre by re-negotiating contracts for waste disposal, cleaning contracts and utilities.

• Oversaw customer service department of 11 therapy centres, ensuring service consistency and efficiency.
• Leading on business planning, budgeting, and financial performance monitoring.
• Identifying opportunities for business development and service expansion.
• Re-negotiation of key contracts to improve profitability.
• Coordinated cross-departmental communication for seamless execution of projects.
• Pushing to develop the B2B side of the business, increasing referrals by 6%.
• Analysed market trends for informed decision making.
• Identified growth opportunities to expand company reach.
• Managing administrative teams, fostering a positive, client-focused culture.
• Designed and implemented training to further develop staff based on business goals.
• Ensuring regulatory compliance (e.g. GDPR).
• Supporting recruitment and onboarding of staff in collaboration with clinical leadership.
• Driving continuous improvement initiatives, including digital systems, reporting, and client experience.

The FASD Hub Scotland was founded to support families of those affected by Foetal Alcohol Spectrum Disorder. It is funded by the Scottish Government and provided by Adoption UK Scotland.

I found my time on this project highly rewarding.

• Facilitating project planning workshops with various internal stakeholders across the organisation to shape future aspects of the service.
• Documenting project SOPs and conducting data analysis to assist in the streamlining of service processes and decision making.
• Coordinating and attending meetings with Members of Scottish Parliament.
• Organising in person and online events for services users with a view to increase community-feel of the service.
• Coordinated live webinars with >100 attendees.

• Using a variety of elicitation techniques to fully understand the business requirements for a project.
• Analysed and documented business requirements , translating complex operational needs into clear functional specifications.
• Analysed qualitative and quantitative data to inform business cases, cost-benefit analyses and investment decisions .
• Produced process maps, gap analyses and impact assessments to support data-driven decision making.
• Led workshops and discovery sessions to clarify objectives, define scope and align stakeholder expectations
• Ensuring that project solutions are delivered to quality, on time, and in line with business requirements.
• Developed and maintained documentation , including requirements documents, user stories, process flows and change logs.
• Contributed to change management , supporting user adoption through training materials, testing and post-implementation review.
• Engaging with a variety of internal & external stakeholders daily, including colleagues based overseas.
• Providing data-based recommendations to senior business leaders.
• Presenting information, both orally and visually, in a manner that is clear and engaging.

During my time as a Business Analyst, I worked on the following projects:

• Introduction of a desk booking system to Heineken's 2000+ colleagues, allowing for a safe return to office working post-lockdown.
• Development & deployment of an automated order processing tool for Supply Chain colleagues.
• Creation of a 'tech consultancy' style service - providing the wider business with a clear path to approach IT when looking to introduce new technology to their ways of working.
• Information Access Remediation project - identifying and resolving potential data access risks within the business's network.

Recruitment Support Manager with responsibility for one of eight geographical regions across the UK. Tasked to manage the recruitment behaviours of eight Business Development Managers, acting as a single point of contact for these managers and their applicants.

• Led the project to introduce a new Talent Bank system to the recruitment team.
• Led the project to develop an online chat function on the Star Pubs & Bars website.
• Led the focus group created to raise awareness of Star Pubs & Bars, targeting hospitality managers.
• Greatly improved metrics to achieve a company recruitment record in both 2018 & 2019.
• The re-design of Interview Scripts, which were then rolled out nationally.
• Developed & marketed candidate Open Days - my approach to this was later rolled out as a standard practice nationally.
• Line management of six staff members.
• Facilitated inter-departmental communication, improving overall organisational effectiveness.
• Coordinated multiple tasks to ensure timely project completion.

A fast-paced operational role - I was responsible for the order-to-delivery management for key grocery accounts including Asda & Morrison's.

• Engaging with a variety of internal & external stakeholders to ensure KPIs for on-time and in-full deliveries to customers were achieved - keeping the customer at the heart of everything we do as a business function.
• Line management for two junior colleagues.
• Led face-to-face performance reviews with key customer accounts.
• Use of LEAN management tools to assess & improve business procedures.
• KPI reporting to senior business leaders.
• Collaborated with sales teams, resulting in aligned operational strategies.

• Responsible for the recruitment, training, and development of a team of up to 15 sales assistants in a retail environment, contributing to strong performance, engagement and staff retention.
• Supported the Store Manager in the day-to-day running of a high-volume clothing retail store, ensuring smooth operations and consistent brand standards.
• Took responsibility for opening and closing procedures, cash handling, banking and end-of-day reporting.
• Managed rota planning, absence cover and payroll inputs to ensure optimal staffing levels and cost control.
• Drove sales performance by coaching staff on customer service, product knowledge and upselling techniques.
• Monitored KPIs including sales, conversion, ATV and shrinkage, taking action to address underperformance.
• Facilitated staff meetings, leading to improved collaboration.
• Collaborated with the manager to achieve organisational goals.
• Provided guidance to junior staff, fostering professional growth and development.