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
2023.07 - 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
2019.01 - 2023.06
- 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
2017.01 - 2018.12
- 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
2015.04 - 2017.12
- 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
2010.08 - 2015.04
- 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 2005.09 - 2009.01
A-Levels - English literature, Media, Drama,
Boston Spa Sixth Form college
Leeds 2002.09 - 2004.07
GCSEs -
Boston Spa Comprehensive School
Leeds 2001.04 - 2002.07
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
2023.07 - Current
Service Delivery Manager
National Citizens Advice
2019.01 - 2023.06
Operations Officer
National Citizens Advice
2017.01 - 2018.12
Service Delivery Coordinator
National Citizens Advice
2015.04 - 2017.12
Programme Coordinator
New York Hospital Queens
2010.08 - 2015.04
Bachelor of Arts - Media and Communications (PR)
University of Wolverhampton
2005.09 - 2009.01
A-Levels - English literature, Media, Drama,
Boston Spa Sixth Form college
2002.09 - 2004.07
GCSEs -
Boston Spa Comprehensive School
2001.04 - 2002.07