Hugh Graham
Greenock,Inverclyde
Summary
Dedicated Pensions Operations Manager with over 20 years of experience. Demonstrated history of meeting company goals and promoting best practices. Thrives under pressure and adapts to challenges with ingenuity and resilience. Offers excellent communication and good judgment to effectively meet company, client and customer needs.
Overview
33
33
years of professional experience
Work History
Operations Manager
Diligenta
Glasgow, Glasgow City
11.2020 - 02.2024
- Supervised daily operations, acting as point of contact for any queries or obstacles.
- Analysed and resolved complex resource management issues for optimised scheduling.
- Liaised with line managers to align daily operations with overarching priorities.
- Monitored and reviewed operational performance, aiding improved business strategy to maximise productivity.
- Analysed operations data to identify process gaps and successfully implement change.
- Represented organisations at client forums and Scheme Trustee Meetings.
- Established operational and administrative procedures and enforced controls to enable transfer of work offshore.
- Consulted with outsource partners and client to ensure seamless migration of systems to a new platform ensuring no impact to customer.
Operations Manager
Capita
Glasgow, Glasgow City
09.2005 - 11.2020
- Cultivated continuous improvement environment, routinely identifying and addressing training needs to drive staff development.
- Liaised with management to align daily operations with overarching priorities.
- Supervised daily operations, acting as point of contact for any queries or obstacles.
- Tracked and reported on KPIs, investigating variances and developing solutions to address bottlenecks or constraints.
- Monitored and reviewed operational performance, aiding improved business strategy to maximise productivity.
- Analysed operations data to identify process gaps and successfully implement change.
- Served as key corporate representative, liaising with various stakeholders in support of operational excellence.
- Managed and motivated high-performing teams for successful KPI attainment.
- Led and coached team leaders to meet performance targets and deliver operational excellence.
- Established and communication daily priorities to guide team activities.
- Reduced costs and improved operations by analysing processes and customer feedback.
Customer Service Manager
Santander UK
Glasgow, Glasgow City
08.1998 - 09.2005
- Managed high-volume customer queries simultaneously through effective multitasking.
- Leveraged strong product and service knowledge to assist customers and resolve issues.
- Took ownership of escalated customer issues and followed through to resolution.
- Briefed and motivated staff to deliver daily operational requirements.
- Ensured teams carried out day-to-day duties accurately and efficiently.
Team Manager
Britannia
Greenock, Inverclyde
11.1990 - 08.1998
- Progressed from Pensions Administrator to Team Leader.
- Identified project blockers and acted as driver to overcome obstacles and achieve deadlines.
- Managed, motivated and developed a team of to consistently deliver exceptional customer service.
- Applied expertise in team leadership to address productivity and performance issues, motivating staff to achieve KPIs.
- Introduced new opportunities for team building and communication, resulting in better team performance.
Education
Post Graduate Award - Leading Operations and Precess Management in the Service Sector
06/2014 - 06/2015
CF9 Pensions Simplification -
Financial Planning Certificates 1 & 2 -
Skills
- Department management
- Change management
- High-pressure environments
- Relationship building
- Process improvement strategies
- Communication skills
- Team building
- Operational support
Affiliations
- I enjoy spending time with my family and long walks with my dog. I like to travel and enjoy city breaks as well as beach holidays and incorporating my love of football going abroad to watch some matches. I am a keen music and theatre goer and also enjoy reading crime and thriller novels
Timeline
Operations Manager - Diligenta
11.2020 - 02.2024
Operations Manager - Capita
09.2005 - 11.2020
Customer Service Manager - Santander UK
08.1998 - 09.2005
Team Manager - Britannia
11.1990 - 08.1998
The University of Warwick - Post Graduate Award, Leading Operations and Precess Management in the Service Sector
06/2014 - 06/2015
The Chartered Insurance Institute - CF9 Pensions Simplification,
The Chartered Insurance Institute - Financial Planning Certificates 1 & 2,
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