Charlotte Jones
Houghton Le Spring,Tyne and Wear
Summary
Results-driven professional with expertise in Operational Improvement and regulatory frameworks including GDPR, FCA, and OFCOM. Expertise in leading cross-functional teams to enhance operational efficiencies and implement strategic initiatives. Proven success in managing stakeholder relationships, fostering innovation, and ensuring seamless transitions during periods of organisational change. Skilled in implementing business change management initiatives that optimise processes and enhance operational efficiency. Committed to leveraging core competencies to support sustainable growth and deliver impactful results within dynamic environments.
Overview
13
13
years of professional experience
Work History
Regulatory and Business Change Manger
BT Group
Hybrid UK
01.2020 - Current
- Reporting into Compliance Director to achieve FCA focused outcomes across performance, risk, audit and change teams
- Collaborating closely with senior leadership, providing valuable input into strategic decision making processes.
- Successfully leading a large organisation to achieve compliance focused results inline with KPI's and regulatory governance.
- Led multi-million pound budgeted projects to develop customer validation and vulnerability strategies across assisted and digital channels, merging processes across 3 brands (BT, EE, PlusNet)
- Built strong relationships with stakeholders to facilitate smoother change implementation process.
- Ensured seamless transition through detailed planning and execution, achieving minimal disruption to operations.
- Promoted a culture of continuous improvement, resulting in increased team buy-in for changes proposed.
- Mentoring and developing others to achieve success through personal development plans
- Led 53 successful business transformation by implementing strategic change initiatives throughout 2022-2024
- Reduced 500k per year on auto compensation
- Presenting workshops to large audiences regularly
Operations manager
BT Group
Newcastle upon Tyne
07.2017 - 01.2020
- Leading a large operation to deliver in customer focused achievements, inline with KPI's
- Applied lean principles to operation management, reduced waste significantly.
- Created a culture of high performance, high challenge and high support
- Led teams to achieve business objectives on time and within budget constraints.
- Implemented quality control measures, enhanced product standards.
- Analysed performance metrics, identified areas for improvement in operations management.
- Creating a priority matrix in order to prioritize workloads and ensure deadlines are met
- Led performance reviews, identified areas for improvement.
- Led and managed administrative staff to maintain smooth daily operations.
- Coordinated hiring, recruitment and training strategies to build successful administrative team.
- Organised financial and operational data to help with yearly budgeting and planning.
- Translated senior management directives into actionable front-line policies and implemented changes with staff through 'One Contact Resolution' and 'Do The Right Thing' Framework
Team Manager
BT Group
Newcastle upon Tyne
07.2015 - 06.2017
- Maintained up-to-date knowledge of industry trends, enabling informed decision-making processes.
- Being able to guide my team through the change curve and reacting positively to change
- Ensuring my team are accountable for their own performance and goals
- Following HR responsibilities in second line reviews for attendance and performance inline with policies
- Creating personal development plans with all members of my team to set stretching but achievable goals together
- Boosted morale by recognising and rewarding exceptional work.
- Facilitated weekly meetings to discuss progress on performance, projects, deadlines, objectives and concerns.
- Conducted performance evaluations to identify areas of improvement.
- Prioritised workload effectively, resulting in timely completion of tasks.
- Provided consistent leadership to maintain high levels of team performance and satisfaction.
- Delegated responsibilities efficiently amongst team members.
- Ensured adherence to company policies, resulting in fewer discrepancies and conflicts.
- Achieved higher team efficiency with regular training and mentoring sessions.
- Leading in Job Fairs for recruitment and conducting assessment days to hire contact centre staff
Tier 3 Operations Apprentice
BT Group
Newcastle upon Tyne
08.2012 - 07.2015
- Handled sensitive personal data responsibly whilst maintaining confidentiality.
- Increased client trust by providing accurate product information.
- Assisted in training new staff members, fostering a supportive work environment.
- Enhanced customer satisfaction by promptly addressing and resolving complaints.
- Liaised with BT Tower to report customer outages and reported to operations
- Improved customer satisfaction by streamlining service delivery processes.
- Participated in skills training workshops for professional growth.
Education
Diploma of Higher Education - Governance, Risk and Compliance
ICA
City of London 05.2020 - 05.2021
NVQ Level 1 - FLA Course
Financial Conduct Authority FCA
City of London 10.2024 -
PFQ, PMQ, PPQ - Project Management
APM
UK 09.2021 - 07.2023
NVQ Level 4 - Digital and Telecoms
Newcastle University
Newcastle upon Tyne 09.2015 - 05.2018
A-Levels - English Language, Music, R.E
St Roberts of Newminster
Washington 09.2011 - 05.2013
Skills
- Operational Leader
- Project Management
- FCA, OFCOM and GDPR Compliance
- Agile delivery
- Business and Regulatory Change
- Risk modelling proficiency
- Influencing decisions
- Risk mitigation strategies
- Financial services regulations familiarity
- Solution focused achiever
- Commercial thinker
- Six Sigma Certification
- PRINCE2 methodology
Affiliations
- Travelling, Pilates, Running, Cold Water Swimming, Playing Piano, Walking my French Bulldog Nala.
Accomplishments
- Achieving 'Brilliant' EOY 5 years running
- CEO award winner of 2023
- Your Say Engagement Survey 98% September 2024. Proud that people want to work for me
- Sponsor of the Personal Development Pillar for Compliance & Legal Functions
- Continuous recognition for improving KPI and delivering high value projects
- Law Degree Placement at University of Law London starting Sep 2025
References
References available upon request.
Timeline
NVQ Level 1 - FLA Course
Financial Conduct Authority FCA
10.2024 -
PFQ, PMQ, PPQ - Project Management
APM
09.2021 - 07.2023
Diploma of Higher Education - Governance, Risk and Compliance
ICA
05.2020 - 05.2021
Regulatory and Business Change Manger
BT Group
01.2020 - Current
Operations manager
BT Group
07.2017 - 01.2020
NVQ Level 4 - Digital and Telecoms
Newcastle University
09.2015 - 05.2018
Team Manager
BT Group
07.2015 - 06.2017
Tier 3 Operations Apprentice
BT Group
08.2012 - 07.2015
A-Levels - English Language, Music, R.E
St Roberts of Newminster
09.2011 - 05.2013
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