Holly Taylor
Leeds
Summary
An experienced leader with a record of delivering operational improvement and success. With nearly 10 years of experience in the charity sector and a background in healthcare, I am passionate about improving lives and access to services.
I am committed to creating inclusive environments where team members feel informed, empowered, and motivated to work toward shared goals.
Overview
14
14
years of professional experience
6
6
years of post-secondary education
Work History
Senior Service Delivery Manager
National Citizens Advice
Leeds
07.2023 - Current
- Responsible for overall sub-contract compliance and performance of delivery partners in line with key performance indicators - consistently achieve delivery targets
- Deputise for senior contract manager
- Developed robust performance management framework to capture issues and identify trends early and ensure high quality performance
- Manage a cross functional and geographically dispersed team to meet contract requirements
- Planned and delivered internal account management change process across service delivery team
- Contribute to the development of strategies, policies, processes and practices to ensure the effective delivery of the project
- Delivered against business plan goals to improve accessibility for clients
- Engage with multiple stakeholders for relationship building and decision-making influence
- Identify risks and issues and devise mitigation strategies for the service and internal projects
- Contribute to financial forecasting and budget planning, supporting service-related budgetary decisions
Service Delivery Manager
National Citizens Advice
Leeds
01.2019 - 06.2023
- Monitored delivery partners' performance against key performance indicators, developed benchmarking systems and agreed formal improvement plans/corrective actions as required
- Drove continuous improvement, analysing data to identify trends and developed tools to share best practice across delivery partners to drive up standards
- Documented, managed and monitored delivery partner risks and issues
- Engaged with internal and external stakeholders to optimise service delivery and identify opportunities for improvement
- Managed remote direct reports to plan and deliver activities to meet strategy and business plan goals
- Identified training needs and opportunities to provide Continued Professional Development (CPD) for direct reports
Operations Officer
National Citizens Advice
Leeds
01.2017 - 12.2018
- Supported management of client services and handled performance escalations
- Manage Adviceline related performance across a number of local Citizens Advice offices to improve performance
- Worked collaboratively with local Citizens Advice offices to encourage joined up approach to Adviceline delivery (to meet client demand)
- Provided technical support for telephony and webchat systems
- Mentored junior members of the team to ensure understanding of the role requirements
- Provided support to service development colleagues in the operational design, pilot and implementation of new services
Service Delivery Coordinator
National Citizens Advice
Leeds
04.2015 - 12.2017
- Optimised delivery centre KPI achievement through proactive monitoring and and analysis of available data
- Generated monthly and quarterly reports against KPIs to effectively monitor and assess performance
- Liaised directly with local offices to build strong relationships and ensure clear communication of expectations
- Sought regular delivery centre feedback, identifying areas of improvement and sharing with team
- Streamlined processes to improve operations for client facing offices and staff
- Identified and flagged risks relating to delivery centre performance proposing remedial activities
Programme Coordinator
New York Hospital Queens
New York City
08.2010 - 04.2015
- Used funder systems to track and report against screening and diagnostic targets set by the Department of Health
- Managed community outreach staff and volunteers to ensure attendance at relevant events to promote access to the service
- Delivered analysis findings to key stakeholders, highlighting performance against targets
- Supported the clinical director to identify potential community partners, produced reports and presented at meetings to gain collaboration
- Piloted a comprehensive cancer screening initiative to improve number of clients receiving multiple screenings
- Worked directly with patients to support them through the cancer screening (and where needed) diagnostic process
- Supported patients to complete cancer-specific Medicaid applications
- Planned and implemented the transition from paper to electronic storage of historical case files and active patient files
- Developed a framework to track patients with abnormal results to ensure they received timely diagnostic follow up
Education
Bachelor of Arts - Media and Communications (PR)
University of Wolverhampton
Wolverhampton 09.2005 - 01.2009
A-Levels - English literature, Media, Drama,
Boston Spa Sixth Form college
Leeds 09.2002 - 07.2004
GCSEs -
Boston Spa Comprehensive School
Leeds 04.2001 - 07.2002
Skills
- Leadership & team management
- Strategic planning and delivery
- Project management
- Communication
- Stakeholder engagement
- Empathy & problem-solving
- Data analysis & reporting
Timeline
Senior Service Delivery Manager
National Citizens Advice
07.2023 - Current
Service Delivery Manager
National Citizens Advice
01.2019 - 06.2023
Operations Officer
National Citizens Advice
01.2017 - 12.2018
Service Delivery Coordinator
National Citizens Advice
04.2015 - 12.2017
Programme Coordinator
New York Hospital Queens
08.2010 - 04.2015
Bachelor of Arts - Media and Communications (PR)
University of Wolverhampton
09.2005 - 01.2009
A-Levels - English literature, Media, Drama,
Boston Spa Sixth Form college
09.2002 - 07.2004
GCSEs -
Boston Spa Comprehensive School
04.2001 - 07.2002
Similar Profiles
Alison DuckmantonAlison Duckmanton
Front Desk and Volunteer Supervisor at Citizens AdviceFront Desk and Volunteer Supervisor at Citizens Advice
GEORGIA COXGEORGIA COX
Pro Bono Volunteer at Citizens AdvicePro Bono Volunteer at Citizens Advice
Molly GuestMolly Guest
Volunteer worker at Citizens Advice BureauVolunteer worker at Citizens Advice Bureau