Diane Murphy
Manchester,Manchester
Summary
Strategic Senior Manager specialising in local government services, including bereavement, cemetery, and crematoria operations. Led geographically dispersed teams to manage complex services while developing impactful policies and strategies. Handled sensitive issues with a focus on health and safety compliance and stakeholder engagement. Prepared detailed reports and briefings for senior management and external partners.
Overview
1
1
Certification
22
22
years of professional experience
Work History
Bereavement Services Manager
Manchester City Council
Manchester
09.2023 - Current
- Leading bereavement service operations across cemetery and crematoria sites.
- Led significant service improvements across Manchester's Bereavement Services.
- Managed operational teams and customer care functions to enhance service performance.
- Leading service transformation projects, including digital system implementation and operational improvements.
- Successfully managed complex operational and strategic projects.
- Developing strategic plans to address cemetery capacity, burial provision, and future service needs.
- Developed solutions to address burial capacity challenges and faith burial requirements.
- Strengthened relationships with community groups, funeral directors, faith leaders and elected members.
- Built effective relationships with funeral directors, faith groups, community organisations, and partner agencies to support collaborative service delivery.
- Managing complex complaints and sensitive customer issues with professionalism and empathy.
- Managing budgets, income streams, and financial performance.
- Improved governance and performance reporting to strengthen service planning arrangements.
- Ensuring compliance with legislation, health and safety requirements, and council policies.
- Producing reports and briefings for senior managers, councillors, and scrutiny committees.
Business Manager – Chief Executive's Office
Manchester City Council
Manchester
08.2017 - 10.2023
- Provided strategic business and operational support to the Chief Executive's Office.
- Led business planning, performance management and corporate reporting processes.
- Prepared briefings, reports and presentations for senior leadership teams and elected members, facilitating informed decision-making.
- Managed complex corporate projects and service improvement initiatives, driving alignment with strategic goals.
- Supported senior leadership in delivering large-scale organisational change.
- Supported organisational change programmes and cross-council transformation initiatives.
- Contributed to the delivery of key corporate priorities and strategic programmes.
- Developed strong expertise in corporate governance, performance management and organisational development.
- Coordinated governance arrangements and ensured compliance with corporate policies.
- Supported budget monitoring, resource management and financial planning activities.
- Analysed performance data and developed management information, enhancing insights for effective decision-making.
- Worked closely with directors, councillors, government bodies and external stakeholders.
- Built effective partnerships across council services and external agencies.
Customer Service Manager, Parking Services
Manchester City Council
Manchester
06.2004 - 08.2017
- Led and developed customer service teams to effectively address enquiries, complaints, correspondence, appeals and service requests.
- Oversaw daily customer service operations within Parking Services, upholding high standards of customer care and service performance.
- Resolved complex and escalated customer complaints, ensuring timely and satisfactory outcomes.
- Monitored service performance against key performance indicators (KPIs), identifying opportunities for improvement and implementing corrective actions.
- Developed and implemented customer service policies, procedures and quality standards.
- Worked collaboratively with operational teams, contractors, legal services and senior managers to improve customer outcomes.
- Led workforce planning, recruitment, performance management, training and employee development activities.
- Managed budgets and resources to ensure efficient and cost-effective service delivery.
- Prepared performance reports, briefings and business cases for senior management.
- Ensured compliance with relevant legislation, council policies and customer service standards.
Education
A-Levels - General Education
Reddish Vale Comprehensive
Stockport01-1981
Skills
- Bereavement Services Operations
- Crematoria management
- Service management
- Service delivery expertise
- Performance management
- Performance improvement
- Workforce planning
- Performance reporting
- Financial management
- Budgeting and forecasting
- Corporate governance
- Risk mitigation
- Regulatory compliance
- Health and Safety Compliance
- Change management
- Project management
- Project leadership
- Workforce planning
- Recruitment and retention
- Complaint resolution
- Conflict resolution
- Community engagement
- Relationship building
- Data analysis
Custom
Available on request.
Certification
- NEBOSH Managing Health and Safety
- ILM Level 5
Timeline
Bereavement Services Manager
Manchester City Council
09.2023 - Current
Business Manager – Chief Executive's Office
Manchester City Council
08.2017 - 10.2023
Customer Service Manager, Parking Services
Manchester City Council
06.2004 - 08.2017
A-Levels - General Education
Reddish Vale Comprehensive