Dawn Jamieson
Galashiels,Roxburghshire
Summary
Strategic Executive with robust leadership skills and proven track record in driving organisational growth. Adept at developing high-impact business strategies, fostering key stakeholder relationships, and optimising operational efficiency. Recognised for transformative leadership that boosts team performance and enhances profitability. Skilled in navigating complex challenges and steering companies towards long-term success.
Overview
10
10
years of professional experience
Work History
Executive Operations Manager
Private Sector
Galashiels, Roxburghshire
05.2025 - Current
- Kept organisation in compliance with regulations and internal requirements.
- Monitored operations to keep processes aligned with targets and matching forecasts.
- Developed successful strategies and policies, meeting organisational needs and implementing improvements.
- Reviewed reports, recommendations and requests from subordinate leadership.
- Selected and mentored senior staff, creating successful leadership team.
- Cultivated strong industry relationships to promote services and improve business operations.
- Established company targets based on previous performance and predicted forecasts.
- Evaluated departmental performance and developed improvements to key operations.
- Built successful business culture focused on performance optimisation and goal attainment.
- Reported successes, failures and new plans to governing body to guide decision-making.
- Analysed performance metrics to evaluate and improve organisational effectiveness, driving a culture of excellence.
- Tracked organizational performance against objectives and revamped strategies to better meet targets.
- Developed high-performing teams to consistently exceed goals, drive revenue and expand markets.
- Streamlined supply chain processes, enhancing efficiency and ensuring timely delivery of products and services.
- Drove customer satisfaction improvements, evidenced by a 95% positive feedback rating from client surveys.
- Managed corporate communications, strengthening brand image and stakeholder relations through effective messaging.
- Facilitated training programmes for senior management, enhancing leadership skills and promoting a culture of continuous improvement.
- Leveraged financial data and forecasts to set clear operating budgets.
- Controlled expenses and allocated financial resources to reach budget goals.
- Fostered a collaborative work environment, encouraging innovation and team engagement across departments.
- Set ambitious expectations for operations and established pathways to accomplishing goals.
- Directed crisis management operations, mitigating impacts and safeguarding organisational reputation during challenging times.
- Authorised use of teams and materials for specific departments and projects.
- Led cross-functional teams to deliver project objectives within budget and on schedule, enhancing organisational efficiency.
- Championed corporate social responsibility initiatives, contributing significantly to local community projects and enhancing company reputation.
- Negotiated high-value contracts with key stakeholders, securing profitable deals and fostering long-term partnerships.
- Directed operational improvements, reducing costs by 15% while maintaining optimal service delivery standards.
- Coordinated corporate rebranding efforts, increasing brand recognition in target markets by 50%.
- Directed operations to optimise resource allocation, resulting in a 20% reduction in operational costs.
- Launched a digital transformation project, integrating innovative technologies that improved operational efficiency by 30%.
- Directed a company restructuring process, improving operational efficiency and employee productivity by 25%.
- Chaired cross-functional teams in the development of a sustainability strategy, reducing the company's carbon footprint by 18%.
Senior Operations Manager
NHS Scotland
02.2021 - 05.2025
- Conducted performance reviews and provided constructive feedback, fostering a culture of continuous improvement.
- Managed organisational resources to meet administrative and operational needs whilst adhering to budgetary guidelines and meeting quality and schedule demands.
- Conducted regular performance reviews, identifying areas for improvement and implementing corrective actions.
- Monitored staff performance and developed improvement plans.
- Coordinated with supply chain to guarantee timely delivery of materials, reducing downtime.
- Led quality assurance initiatives, ensuring compliance with industry regulations and standards.
- Investigated issues impacting organisational operations and service delivery to understand root causes, prepare detailed reports and recommend corrective actions.
- Coordinated with HR to develop and implement staff training programmes, enhancing team capabilities and morale.
- Coordinated emergency response strategies, minimising downtime during critical incidents.
- Negotiated with suppliers to secure advantageous contracts, saving the company over £250, 000 annually.
- Advised senior management on facilities needs and delivered ongoing operational support.
- Implemented strategic planning processes to achieve key performance indicators and enhance business growth.
- Directed the restructuring of the customer service department, resulting in a 20% increase in customer satisfaction.
- Cultivated work environment focused on personal responsibility, continuous improvement and delivering high-quality results.
- Implemented rigorous training programmes on health and safety practices, markedly reducing workplace accidents.
- Supported employee morale and well-being by developing positive practices centred on career development and individual job satisfaction.
- Developed and maintained detailed project documentation, providing transparency and facilitating knowledge sharing.
- Attended conventions to represent organisation, gather information and help build new partnerships.
- Provided insight into labour need for packaging to operations director.
- Modelled business processes to identify strengths, weaknesses and opportunities for improvement.
- Oversaw the integration of innovative technology solutions, significantly improving process automation and data accuracy.
- Set up business contracts, obtained signatures and processed paperwork.
- Set accurate budgets based on historical data and forecasted trends to keep operations financially sound.
- Led multi-disciplinary teams across various departments to optimise operational efficiency and productivity.
- Established robust risk management frameworks to mitigate potential operational disruptions.
- Compiled information and produced graphs to assist with financial reporting and budgetary management.
- Drove company growth with proactive mindset and results-oriented plans for business operations.
- Coordinated strategic plans for administrative services management and optimisation to best use available resources.
- Oversaw compliance with regulatory standards, passing all inspections without any violations.
- Sourced vendors and suppliers for business needs and negotiated terms for optimum service delivery.
- Fostered strong relationships with key clients, resulting in a 25% increase in repeat business.
- Implemented cost-saving strategies, resulting in a 15% reduction in operational expenses over two years.
- Streamlined internal processes, increasing productivity by 30% within the first year.
- Directed crisis management efforts during unforeseen events, minimising disruption to operations.
- Enhanced customer satisfaction levels by 20% through the introduction of a new feedback system.
- Chaired cross-functional meetings, promoting effective communication between departments.
- Coordinated with IT department to upgrade systems, enhancing operational efficiency by 25%.
- Participated in industry conferences as a speaker, positioning the company as a thought leader.
- Orchestrated the launch of three major projects, delivering each under budget and ahead of schedule.
- Collaborated with HR to design a talent acquisition strategy, reducing time-to-hire by 40%.
Contact Centre Manager
Teleperformance UK
09.2016 - 02.2021
- Coordinated with other departments to resolve complex customer issues promptly.
- Managed team members during operations, providing support and guidance to maintain effective performance.
- Achieved outstanding customer satisfaction through effective team management.
- Completed product knowledge training to ensure accurate and compelling product presentations.
- Developed and maintained strong relationships with existing clients, fostering loyalty and repeat business.
- Tracked and analysed personal sales data, using insights to set future sales goals.
- Conducted training on customer service processes for team members, reinforcing key learning criteria through day-to-day interactions.
- Provided outstanding customer service, resolving queries and complaints promptly.
- Managed development of multi-channel solutions including phone, web chat, social media and CRM functionality, enhancing customer experience.
- Delegated work and priorities based on staff strengths to maintain highly productive operations.
- Maintained smooth-running operations through staff coordination and budget control.
- Negotiated contracts and closed deals, contributing significantly to company revenue.
- Created weekly and monthly reports to analyse growth and determine sales required to achieve desired goals.
- Coordinated training to improve operations, team morale and customer service.
- Use KPIs to measure milestones, obtain insight and verify progress.
- Audited work and customer service processes to identify improvement areas.
- Collaborated with the marketing team to refine sales scripts and approaches based on customer feedback.
- Evaluated service successes and weaknesses through weekly reviews.
- Assisted in developing lead databases by researching potential customers and identifying leads at networking events.
- Attended industry events and seminars to expand professional network and identify new business opportunities.
- Planned service provisions to meet fluctuations in demand.
- Cooperated with related service provision agencies to expand service offerings.
- Directed organisation's activities to fulfil mission objectives.
- Championed regulatory compliance and prepared for external audits.
- Assessed availability and use of resources to identify areas for further investment.
- Fostered a culture of continuous improvement, encouraging innovation and adaptability among team members in a fast-paced environment.
- Spearheaded a project to integrate live chat and email support, expanding customer service channels and reducing wait times.
- Conducted regular performance reviews of team members, offering constructive feedback and career development advice.
- Managed budget for the contact centre, ensuring cost-effective resource allocation without compromising service quality.
- Prepared detailed reports on contact centre performance, highlighting achievements and areas for improvement to senior management.
- Analysed call centre metrics to identify trends, making strategic adjustments to processes for efficiency gains.
- Advocated for the use of advanced analytics to predict call volumes and schedule staff accordingly, optimising resource utilisation.
- Collaborated with marketing and product teams to provide customer insights that informed business strategy and product development.
- Initiated a rewards and recognition programme that reduced employee turnover by 25% and motivated high performance.
- Negotiated contracts with vendors for contact centre software and equipment, securing favourable terms and advancements in technology.
- Developed and implemented policies and procedures to adhere to industry regulations and maintain high ethical standards.
- Collaborated with HR to recruit, hire, and onboard new contact centre staff, focusing on skill and cultural fit.
Education
Scottish Qualifications Certificate - CIH Level 5 in Housing Practice
Chartered Institute Of Housing
Scottish Qualifications Certificate - CIH Level 4 in Managing Housing Maintenance
Chartered Institute Of Housing
Scottish Qualifications Certificate - Applying trauma informed care and PIE to Housing Service Delivery
Chartered Institute Of Housing
Bachelor of Business Administration - BBA Bachelor Of Business Administration
Heriot Watt University
Edinburgh, EDHSkills
- Operations management
- Budget management
- Strategic planning
- Crisis management
- Regulatory compliance
- Performance evaluation
- Executive decision-making
- Team building
- Executive communication
- Leadership proficiency
- Executive presence
- Leadership excellence
Timeline
Executive Operations Manager
Private Sector
05.2025 - Current
Senior Operations Manager
NHS Scotland
02.2021 - 05.2025
Contact Centre Manager
Teleperformance UK
09.2016 - 02.2021
Scottish Qualifications Certificate - CIH Level 5 in Housing Practice
Chartered Institute Of Housing
Scottish Qualifications Certificate - CIH Level 4 in Managing Housing Maintenance
Chartered Institute Of Housing
Scottish Qualifications Certificate - Applying trauma informed care and PIE to Housing Service Delivery
Chartered Institute Of Housing
Bachelor of Business Administration - BBA Bachelor Of Business Administration
Heriot Watt University