Craig McGraw
Penicuik,Scotland
Summary
Performance driven, goal oriented Operations Manager possessing a vast and diverse wealth of expertise accumulated over 20 years’ experience working across different roles for British Gas and The Scottish Qualifications Authority / Qualifications Scotland. Strength in training and development, client relations and problem solving. Exceptional track record in the delivery of significant and measurable value within all roles undertaken; combining exceptional front-line leadership skills, with the ability to implement strategy for the achievement of long-term KPIs. Currently working within Qualifications Scotland as an Operations Manager. Strengths include streamlining business processes in order to produce the best products and services possible with the smallest amount of defects. Currently working with different methodologies such as Lean Six Sigma to seek improvements to business processes by removing the causes of errors that lead to defects in a product or service. Guaranteed to quickly prove an asset to any organisation.
Overview
13
13
years of professional experience
Work history
Operations Manager
SQA / Qualifications Scotland
01.2020 - Current
- Currently managing the Assessment Logistics team and the Visiting Examining Team.
- Supporting Senior Operations Manager with daily operational functions which include attending Senior Management meetings such as CPG weekly meetings, budget meetings and resource requirements
- Analysing lessons learned and continuous improvements for processes within across both teams.
- Analysed main operations practices and implemented new methods that improved efficiency (Lean Six Sigma)
- Lead and managed the operational team to successfully deliver operational plans and achieve service level agreements and key performance indicators
- Lead the team through the 2020/21 pandemic, Introducing new ways of working (remotely) and providing all members of staff with necessary equipment to be able to carry out their processes remotely.
- Heavily involved in project work such as the 2020 Appeals process (PCR), 2021 Alternative Certification Model (ACM) project and 2023 Digital Upload Service for Centres.
- Attending Operating Model project meetings with all relevant stakeholders including Heads of Service. This included tranche review meetings to ensure all risks identified and closed so that full roll out was a success
- Resource Planning - Working on shift patterns for new PCR process which includes backshift and nightshift in order to meet predicted volume and SLA
- Budget Reporting - Month end finance reporting, ensuring accurate reporting on expenditure and forecasting for the rest of the year
- Environmental workshop – Script Management explored numerous processes to improve ways in which we could be a more sustainable business for our environment. This included moving away from paper copies and storing information digitally. Also recycling poly-envelope bags at numerous parts of our processes
- Business Continuity - Reviewed and updated ADS BRT Plan for Script Management which includes contact numbers, critical contact list, critical logs, critical tasks by month and dependencies by business area
- Explored new ways of working in a digital world - Digital submissions and hybrid style processes. This involved training on scanning software and the use of SharePoint to ensure SQA move forward to a more digital service provider
- Corporate Strategic Responsibilities - Ownership of strategic responsibilities and attend meetings to provide updates on progress
Officer
Scottish Qualifications Authority
04.2017 - 01.2020
- Creating and managing Operational plans from start to end
- Supporting Team Leader improving operations and resolving issues to deliver outstanding customer service
- Data officer - In depth data analysis to provide lessons learned and continuous improvements for processes within my team
- Introduced new telephony logging database (Ivanti) to ensure Data Captured and reviews to improve customer service levels
- Supported Senior Operations Manager with daily operational functions which include attending Senior Management meetings such as CPG scorecard, budget and resource requirements
- Analysed main operations practices and implemented new methods that improved efficiency (Lean Six Sigma)
- Managed team of 15 Permanent employees and 65 seasonal agency staff. Overseeing the hiring, training, and professional growth of employees. This also included performance management of staff and Monthly 1-2-1 meetings
- Researched and documented issues to address uplift and packaging errors resulting in continuous improvement ideas
Service Delivery Manager
British Gas
Edinburgh
08.2016 - 04.2017
- Responsible for a fast-paced field planning environment and contact centre; covering the full national portfolio of customers
- Report directly to the national Operations Manager and working closely with three regional field Operations Managers meeting regularly to discuss performance and strategy
- Forecast pipeline, resource and labour requirements to deliver operational targets
- Build, maintain and drive workflow management tools for my teams (creation of dashboard/reports on in house systems and Microsoft packages)
- Ensure compliance with all standards, guidelines, and legislation through comprehensive controls
- Staff performance management; targeting areas for improvement, with development plans
- Continuous Improvement/change management; driving efficiencies, cost reduction, streamlining operations whilst maintaining service quality
- All Aspects of performance management including probation, absence and disciplinary reviews
- Reporting daily on team statistics, highlighting any risks and celebrating success
- Daily feedback on call quality via call recordings, remote listening and side by side
- Identifying customer contact and NPS trends; developing action plans that eradicate any unnecessary contact or negative NPS
- Driving high performance through 121 coaching / mentoring to maintain quality levels whilst exceeding targets
Commercial Installations Team Leader
Bitish Gas
Edinburgh
04.2015 - 08.2016
- Managed National Energy Efficiency Team (Ofgem Settlement Agreement)
- Managed call centre environment ensuring grade of service levels were achieved daily, weekly and monthly
- Delivered stability to EEF by bringing in 2 new team members, creating new processes that each agent were responsible for
- Coaching and mentoring all agents to ensure quality levels exceed expectations
- Reporting daily on team statistics, highlighting any risks and celebrating success
- Daily feedback on call quality via call recordings, remote listening and side by side
- Managed account managers ensuring all customers were kept up to date and deadlines were met
- All aspects of performance management including probation, absence and disciplinary reviews
- Created dashboard to display full visibility of all MI
- Introduced new PO process – Making this a smoother process with contractors ensuring they are meeting the payment SLA provided and avoiding backlogs
- Managing end to end process, making suggestions for process improvements
- Reduced the risk for compliance. Created new process so that all customers are now compliant before proceeding to survey stage
- Reduced non-compliant jobs from £200K now down to £10K
- Involved in creation of new quote template and testing – quotes now looking more professional and issued with 24hrs customers / businesses
Domestic Solar Team Leader
British Gas
Edinburgh
09.2013 - 04.2015
- Managed National Solar installation scheme accountable for increasing conversion rate from 5% to 20%
- All Aspects of performance management including probation, absence and disciplinary reviews
- Reporting daily on team statistics, highlighting any risks and celebrating success
- Managed account managers ensuring all customers were kept up to date and deadlines were met
- Managed call centre environment ensuring grade of service was achieved daily, weekly and monthly
- Decreased days to install from 30 to 15 due to Continuous Process Improvements
- Responsible for keeping accurate P&L created new proposition with lower customer costs whilst maintaining profits
- Investigated and resolved customer enquiries and complaints in an empathetic manner
- Achieved customer call guidelines including service levels, handling time and productivity
- Scheduled staff shifts to cover peaks and lulls in customer enquiries
- Daily feedback on call quality via call recordings, remote listening and side by side QA
- Updating customer orders from start to finish in an accurate and timely manner
- Maintained accurate records of overdue customer account activity
- Managed workflow to exceed quality service goals
- Drive high performance through coaching and mentoring sessions / 121's
Education
EARLIER CAREER SUMMARY -
British Gas
EdinburghSkills
- Leadership skills and the ability to motivate and develop staff
- Driving high performance in a fast paced call centre environment
- Customer-focused, with a comprehensive awareness of the customer journey and conversion strategy
- Planning and Forecasting for field surveyors/engineers against demand
- Analytical: gathering, verifying, and interpreting data to inform effective decision making
- Co-ordination and development of high performing teams towards the achievement of KPIs
- Effective engagement and negotiation with both internal and external stakeholders at all levels
- Driving communication and engagement through the positive development of corporate culture
- Project/change management: end to end delivery of business solutions and operational improvements
- Staff development through 121 coaching
- Exceptional interpersonal communication
- The ability to set, meet and exceed targets
- The ability to manage change
- Excellent time management skills
- Effective problem solver
- Microsoft Outlook, Word, Excel and Project
- HR, including: HSE awareness, appraisal, performance management & recruitment
- Manager in Action course with British Gas 2015
- Penny Ferguson 'Living Leader' course in 2016
- Currently learning different methodology's such as Lean Six Sigma to seek improvements to business processes by removing the causes of errors that lead to defects in a product or service,
- SQA - Values led leadership course 2022
- SQA - Line Manager Fundamentals course 2025
Timeline
Operations Manager
SQA / Qualifications Scotland
01.2020 - Current
Officer
Scottish Qualifications Authority
04.2017 - 01.2020
Service Delivery Manager
British Gas
08.2016 - 04.2017
Commercial Installations Team Leader
Bitish Gas
04.2015 - 08.2016
Domestic Solar Team Leader
British Gas
09.2013 - 04.2015
EARLIER CAREER SUMMARY -
British Gas